Chapter 9: Communication In Business

Question 1

Business objectives

Answer 1

Business objectives state what an organisation expects to achieve over a set period.

Question 2

Strategies

Answer 2

Strategies are the actions that an organisation takes to achieve its specific objectives.

Question 3

Stakeholders

Answer 3

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.

Question 4

Internal communications

Answer 4

Internal communications are those that take place within the business.

Question 5

Formal communication

Answer 5

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.

Question 6

Sideway communication

Answer 6

Sideway communication involves the flow of information between people of similar status or position.

Question 7

Informal communication

Answer 7

An informal communication channel does not formally follow the hierarchical organisation chart.

Question 8

Grapevine

Answer 8

The grapevine is the unofficial and informal communication system which is superimposed on the formal network.

Question 9

External communication

Answer 9

External communication is concerned with how a business communicates with and is viewed by organisations and people outside the business.

Question 10

Persuasion

Answer 10

Persuasion is presenting a message in a manner that causes someone else to support it.

Question 11

Herbal communication

Answer 11

Verbal communication is the written or oral use of words to communicate.

Question 12

Written communication

Answer 12

Written communications are used by managers to pass on ideas and information inside and outside a business.

Question 13

Electronic bulletin boards

Answer 13

Electronic bulletin boards are display screens placed in foyers, lobbies and offices that present information direct from head office management.

Question 14

Oral communication

Answer 14

Oral communication involves direct word-of-mouth contact.

Question 15

Nonverbal communication

Answer 15

Nonverbal communication is any message that is not written or spoken.

Question 16

Body language

Answer 16

Body language is the use of gestures, facial expressions and posture to communicate.

Question 17

Visual communication

Answer 17

Visual communication is the use of symbols to communicate.

Question 18

Brand symbol / Logo

Answer 18

A brand symbol or logo is a graphical representation that identifies a business product.

Question 19

Model

Answer 19

A model is a simplified version of reality.

Question 20

Media richness

Answer 20

Media richness describes the ability of a communication method to best convey a message.

Question 21

Communication barriers

Answer 21

Communication barriers are anything that distorts or interrupts the message and its meaning.

Question 22

Filtering

Answer 22

Filtering occurs when a sender manipulates information so the receiver will see it more favourably.

Question 23

Information overload

Answer 23

Information overload is an excess of information causing the reader to become overwhelmed and confused.

Question 24

Perception

Answer 24

Perception is the process through which people select, organise and interpret information to create meaning.

Question 25

Active listening

Answer 25

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.

Question 26

Ethical communication

Answer 26

Ethical communication means that the information conveyed meets our standards of what we consider right or acceptable behaviour.

Question 27

Communication

Answer 27

Communication is the exchange of information between people; the sending and receiving of messages.