Chapter 9 Communications Flashcards
Define Strategies
The actions that an organisation takes to achieve its specific objectives
Define Internal communication
Communication that takes place within the business eg. Between managers and supervisors.
Define external communication
Communication that occurs outside of the business eg. With other business’s and stakeholders
Define formal communication
Involves making use of the official communication channels of a Business.
Define sideway communication
Involves the flow of information between people of similar status or position
Define informal communication
A channel that involves the business making use of unofficial means of exchanging information
Define grapevine
The unofficial and informal communication system which is superimposed on the formal network also known as gossip
Define persuasion
Is presenting a message in a manner that causes someone else to support it
Define verbal communication
Is the written or oral use of words to communicate
Define written communication
Used by managers to pass on ideas and information inside and outside a business
Define Oral communication
Involves direct word of mouth contact
Define nonverbal communication
Any message that is not written or spoken
Define body language
The use of Gestures, facial expressions and posture to communicate
Define visual communication
The use of symbols to communicate
Define communication barriers
Are anything that distorts or interrupts the message and its meaning
Define filtering
Occurs when a sender manipulate information so the receiver will see it more favourably
Define information overload
An excess of information causing the reader to become overwhelmed and confused.
Define perception
The process through which people select, organise and interpret information to create meaning
Define active listening
Aims to produce trust and cooperation and involves the listener remaining silent, but paying close attention
Define ethical communication
The information conveyed meets our standard of what we consider right or acceptable behaviour
Example of top down communication channels
CEO General manager Divisional manager Team leader Staff
Example of bottom up communication channels
Staff Team leader Divisional manager General manager CEO
Example of sideway communication channels
Team leaders -> other team leaders
Managers -> other managers
CEOs-> other CEOs
Define persuasion
Is presenting a message in a manner that causes someone else to support it
Define verbal communication
Is the written or oral use of words to communicate
Define written communication
Used by managers to pass on ideas and information inside and outside a business
Define Oral communication
Involves direct word of mouth contact
Define nonverbal communication
Any message that is not written or spoken
Define body language
The use of Gestures, facial expressions and posture to communicate
Define visual communication
The use of symbols to communicate
Define communication barriers
Are anything that distorts or interrupts the message and its meaning
Define filtering
Occurs when a sender manipulate information so the receiver will see it more favourably
Define information overload
An excess of information causing the reader to become overwhelmed and confused.
Define perception
The process through which people select, organise and interpret information to create meaning
Define active listening
Aims to produce trust and cooperation and involves the listener remaining silent, but paying close attention
Define ethical communication
The information conveyed meets our standard of what we consider right or acceptable behaviour
Example of top down communication channels
CEO General manager Divisional manager Team leader Staff
Example of bottom up communication channels
Staff Team leader Divisional manager General manager CEO
Example of sideway communication channels
Team leaders -> other team leaders
Managers -> other managers
CEOs-> other CEOs
5 advantages of oral communication
Getting to know someone Feedback is instantaneous Quick and usually accurate Can understand tone Private if needed
4 disadvantages of oral communication
No permanent records
Can create confusion
Requires effective listening
Difficult to distribute to wider audiences
5 advantages of written communication
Permanent record Preparation and proof reading Can convey authority Can be distributed to a wide audience If complex you can re read and translate
5 disadvantages of written communication
Can be slower and/or difficult to receive The message has an impersonal nature Prep time is consuming Expensive to distribute Forgery is possible
The 2 advantages of nonverbal communication
Reinforces oral message
Bypasses language barriers
The 3 disadvantages of nonverbal communication
Can confuse by giving contradictory messages
Can be misinterpreted
May reveal more than what is needed
3 advantages of visual communication
Reaches a large audience
Easier to remember
Gains people’s attention
3 disadvantages of visual communication
Can be expensive
Doesn’t contain a lot of information
Misinterpretations
You can improve nonverbal communication by
Keeping eye contact Friendly facial expressions Upright posture Open gestures Don't talk in one tone
The 8 barriers to communication
Language Filtering Improper attitude Information overload Cultural differences Perception The physical environment hearing but not listening
