Chapter 9: Communication In Business Flashcards
Business objectives
Business objectives state what an organisation expects to achieve over a set period.
Strategies
Strategies are the actions that an organisation takes to achieve its specific objectives.
Stakeholders
Stakeholders are individuals or groups with an interest in the future growth and success of the business. For example, shareholders, managers, employees, customers and suppliers all have a vested interest in the success of a business.
Internal communications
Internal communications are those that take place within the business.
Formal communication
formal channels of communication exist between employees, depending on the position they hold in the company. The Chief Executive Officer or CEO (head of the company) may, for example, work with senior managers, such as the general and divisional managers, to determine the overall direction of the company. At the next level, team leaders may, for example, direct the day-to-day operations of their team to ensure that the product or service is delivered.
Sideway communication
Sideway communication involves the flow of information between people of similar status or position.
Informal communication
An informal communication channel does not formally follow the hierarchical organisation chart.
Grapevine
The grapevine is the unofficial and informal communication system which is superimposed on the formal network.
External communication
External communication is concerned with how a business communicates with and is viewed by organisations and people outside the business.
Persuasion
Persuasion is presenting a message in a manner that causes someone else to support it.
Herbal communication
Verbal communication is the written or oral use of words to communicate.
Written communication
Written communications are used by managers to pass on ideas and information inside and outside a business.
Electronic bulletin boards
Electronic bulletin boards are display screens placed in foyers, lobbies and offices that present information direct from head office management.
Oral communication
Oral communication involves direct word-of-mouth contact.
Nonverbal communication
Nonverbal communication is any message that is not written or spoken.
Body language
Body language is the use of gestures, facial expressions and posture to communicate.
Visual communication
Visual communication is the use of symbols to communicate.
Brand symbol / Logo
A brand symbol or logo is a graphical representation that identifies a business product.
Model
A model is a simplified version of reality.
Media richness
Media richness describes the ability of a communication method to best convey a message.
Communication barriers
Communication barriers are anything that distorts or interrupts the message and its meaning.
Filtering
Filtering occurs when a sender manipulates information so the receiver will see it more favourably.
Information overload
Information overload is an excess of information causing the reader to become overwhelmed and confused.
Perception
Perception is the process through which people select, organise and interpret information to create meaning.
Active listening
Active listening aims to produce
trust and cooperation and involves the listener remaining silent, but paying close attention to the mood and words of the speaker. The active listener may later paraphrase the speaker’s message and describe the speaker’s mood.
Ethical communication
Ethical communication means that the information conveyed meets our standards of what we consider right or acceptable behaviour.
Communication
Communication is the exchange of information between people; the sending and receiving of messages.
