Chapter Nine-Communication in Business Flashcards
Communication
Communication is the exchange of information between people; the sending and receiving of messages
Business objectives
Business objectives state what an organisation expects to achieve over a set period
Strategies
Strategies are the actions that an organisation takes to achieve it’s specific objectives
Stakeholders
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
Internal communications
Internal communications are those that take place within the business
Formal communication
Formal communication involves making use of official communication channels of a business
Sideway communication
Sideway communication involves the flow of information between people of similar status or position
Informal communication
An informal communication channel involves the business making use of unofficial means of exchanging information
Grapevine
The grapevine is the unofficial and informal communication system which is superimposed in the formal network
External communication
External communication is concerned with how a business communicates with and is viewed by other businesses and stakeholders outside the business
Persuasion
Persuasion is presenting a message in a manner that causes someone else to support it
Verbal communication
Verbal communication is the written or oral use of words to communicate
Written communications
Written communications are used by managers to pass in ideas and information inside and outside a business
Electronic bulletin boards
Electronic bulletin boards are display screens placed in foyers, lobbies and offices that present information direct from head office management
Oral communication
Oral communication involves direct word-of-mouth contact
Nonverbal communication
Nonverbal communication is any message that is not written or spoken
Body language
Body language is the use of gestures, facial expressions and posture to communicate
Visual communication
Visual communication is the use of symbols to communicate
Brand symbol/logo
A brand symbol or logo is a graphical representation that identifies a business product
Model
A model is a simplified version of reality
Media richness
Media richness describes the ability of a communication method to best convey a message
Communication barriers
Communication barriers are anything that distorts or interrupts the message and its meanind
Filtering
Filtering occurs when a sender manipulates information so the receiver will see it more favourably
Information overload
Information overload is an excess of information causing the reader to become overwhelmed and confused
Perception
Perception is the process through which people select, organise and interpret information to create meaning
Active listening
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
Ethical communication
Ethical communication means that the information conveyed meets our standards of what we consider right or acceptable behaviour
