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 communication involves making use of the official communication channels of a business.

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 involves the business making use of unofficial means of exchanging information.

Question 8

Grapevine

Answer 8

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

Question 9

External Communication

Answer 9

External communication is concerned with how a business communicates and is viewed by other businesses and stakeholders 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

Verbal Communication

Answer 11

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

Question 12

Communication

Answer 12

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

Question 13

Written Communication

Answer 13

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

Question 14

Electronic Bulletin Boards

Answer 14

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

Question 15

Oral Communication

Answer 15

Oral communication involves direct word-of-mouth contact.

Question 16

Nonverbal Communication

Answer 16

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

Question 17

Body Language

Answer 17

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

Question 18

Visual Communication

Answer 18

Visual communication is the use of symbols to communicate.

Question 19

Brand Symbol/Logo

Answer 19

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

Question 20

Model

Answer 20

A model is a simplified version of reality.

Question 21

Media Richness

Answer 21

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

Question 22

Communication Barriers

Answer 22

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

Question 23

Filtering

Answer 23

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

Question 24

Information Overload

Answer 24

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

Question 25

Perception

Answer 25

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

Question 26

Active Listening

Answer 26

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 27

Ethical Communication

Answer 27

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