Chapter Nine-Communication in Business

Question 1

Communication

Answer 1

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

Question 2

Business objectives

Answer 2

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

Question 3

Strategies

Answer 3

Strategies are the actions that an organisation takes to achieve it’s specific objectives

Question 4

Stakeholders

Answer 4

Stakeholders are an 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 5

Internal communications

Answer 5

Internal communications are those that take place within the business

Question 6

Formal communication

Answer 6

Formal communication involves making use of official communication channels of a business

Question 7

Sideway communication

Answer 7

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

Question 8

Informal communication

Answer 8

An informal communication channel involves the business making use of unofficial means of exchanging information

Question 9

Grapevine

Answer 9

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

Question 10

External communication

Answer 10

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

Question 11

Persuasion

Answer 11

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

Question 12

Verbal communication

Answer 12

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

Question 13

Written communications

Answer 13

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

Question 14

Electronic bulletin boards

Answer 14

Electronic 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 or 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 meanind

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 overwhelmed and confused

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 speakers message and describe the speakers 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