Chapter 9 Communications

Question 1

Define Strategies

Answer 1

The actions that an organisation takes to achieve its specific objectives

Question 2

Define Internal communication

Answer 2

Communication that takes place within the business eg. Between managers and supervisors.

Question 3

Define external communication

Answer 3

Communication that occurs outside of the business eg. With other business’s and stakeholders

Question 4

Define formal communication

Answer 4

Involves making use of the official communication channels of a Business.

Question 5

Define sideway communication

Answer 5

Involves the flow of information between people of similar status or position

Question 6

Define informal communication

Answer 6

A channel that involves the business making use of unofficial means of exchanging information

Question 7

Define grapevine

Answer 7

The unofficial and informal communication system which is superimposed on the formal network also known as gossip

Question 8

Define persuasion

Answer 8

Is presenting a message in a manner that causes someone else to support it

Question 9

Define verbal communication

Answer 9

Is the written or oral use of words to communicate

Question 10

Define written communication

Answer 10

Used by managers to pass on ideas and information inside and outside a business

Question 11

Define Oral communication

Answer 11

Involves direct word of mouth contact

Question 12

Define nonverbal communication

Answer 12

Any message that is not written or spoken

Question 13

Define body language

Answer 13

The use of Gestures, facial expressions and posture to communicate

Question 14

Define visual communication

Answer 14

The use of symbols to communicate

Question 15

Define communication barriers

Answer 15

Are anything that distorts or interrupts the message and its meaning

Question 16

Define filtering

Answer 16

Occurs when a sender manipulate information so the receiver will see it more favourably

Question 17

Define information overload

Answer 17

An excess of information causing the reader to become overwhelmed and confused.

Question 18

Define perception

Answer 18

The process through which people select, organise and interpret information to create meaning

Question 19

Define active listening

Answer 19

Aims to produce trust and cooperation and involves the listener remaining silent, but paying close attention

Question 20

Define ethical communication

Answer 20

The information conveyed meets our standard of what we consider right or acceptable behaviour

Question 21

Example of top down communication channels

Answer 21

CEO
General manager
Divisional manager
Team leader 
Staff

Question 22

Example of bottom up communication channels

Answer 22

Staff
Team leader
Divisional manager
General manager
CEO

Question 23

Example of sideway communication channels

Answer 23

Team leaders -> other team leaders
Managers -> other managers
CEOs-> other CEOs

Question 24

Define persuasion

Answer 24

Is presenting a message in a manner that causes someone else to support it

Question 25

Define verbal communication

Answer 25

Is the written or oral use of words to communicate

Question 26

Define written communication

Answer 26

Used by managers to pass on ideas and information inside and outside a business

Question 27

Define Oral communication

Answer 27

Involves direct word of mouth contact

Question 28

Define nonverbal communication

Answer 28

Any message that is not written or spoken

Question 29

Define body language

Answer 29

The use of Gestures, facial expressions and posture to communicate

Question 30

Define visual communication

Answer 30

The use of symbols to communicate

Question 31

Define communication barriers

Answer 31

Are anything that distorts or interrupts the message and its meaning

Question 32

Define filtering

Answer 32

Occurs when a sender manipulate information so the receiver will see it more favourably

Question 33

Define information overload

Answer 33

An excess of information causing the reader to become overwhelmed and confused.

Question 34

Define perception

Answer 34

The process through which people select, organise and interpret information to create meaning

Question 35

Define active listening

Answer 35

Aims to produce trust and cooperation and involves the listener remaining silent, but paying close attention

Question 36

Define ethical communication

Answer 36

The information conveyed meets our standard of what we consider right or acceptable behaviour

Question 37

Example of top down communication channels

Answer 37

``` CEO General manager Divisional manager Team leader Staff ```

Question 38

Example of bottom up communication channels

Answer 38

``` Staff Team leader Divisional manager General manager CEO ```

Question 39

Example of sideway communication channels

Answer 39

Team leaders -> other team leaders Managers -> other managers CEOs-> other CEOs

Question 40

5 advantages of oral communication

Answer 40

``` Getting to know someone Feedback is instantaneous Quick and usually accurate Can understand tone Private if needed ```

Question 41

4 disadvantages of oral communication

Answer 41

No permanent records Can create confusion Requires effective listening Difficult to distribute to wider audiences

Question 42

5 advantages of written communication

Answer 42

``` Permanent record Preparation and proof reading Can convey authority Can be distributed to a wide audience If complex you can re read and translate ```

Question 43

5 disadvantages of written communication

Answer 43

``` Can be slower and/or difficult to receive The message has an impersonal nature Prep time is consuming Expensive to distribute Forgery is possible ```

Question 44

The 2 advantages of nonverbal communication

Answer 44

Reinforces oral message | Bypasses language barriers

Question 45

The 3 disadvantages of nonverbal communication

Answer 45

Can confuse by giving contradictory messages Can be misinterpreted May reveal more than what is needed

Question 46

3 advantages of visual communication

Answer 46

Reaches a large audience Easier to remember Gains people's attention

Question 47

3 disadvantages of visual communication

Answer 47

Can be expensive Doesn't contain a lot of information Misinterpretations

Question 48

You can improve nonverbal communication by

Answer 48

``` Keeping eye contact Friendly facial expressions Upright posture Open gestures Don't talk in one tone ```

Question 49

The 8 barriers to communication

Answer 49

``` Language Filtering Improper attitude Information overload Cultural differences Perception The physical environment hearing but not listening ```