Communication

Question 1

Why is effective communication important ?

Answer 1

• The number of mistakes within a business will be reduced.
• it will speed up decision making within a business.
• employees will feel motivated because they are clear about what to do and how to do it.
• it can be a marketing tool, if communication reaches its target market successfully then it should generate additional sales.

Question 2

Formal communication

Answer 2

Formal communication within a organisation are those that take place using agreed rules or procedures. E.g. a board meeting.

Question 3

Informal communication

Answer 3

Informal communication are those that are not based upon any set measures (colloquial) e.g. conversation in staff room.

Question 4

Verbal Communication

Answer 4

Verbal communication refers to speech or spoken word. For example, a meeting between two colleagues and an email sent from an employee to their manager.

Question 5

Non-Verbal Communication

Answer 5

All visible signs either consciously or unconsciously for example eye contact, body language, facial expressions, and posture.

Question 6

Why written communication is a way of verbally communicating?

Answer 6

Because “verbal” is concerned with words and words are in a written form

Question 7

Two Reasons that effective non-verbal communication is important when an employee is communicating with a customer.

Answer 7

• For example the way your eyes move can be very telling of how you feel. It is important as it will show that you’re listening and that your focused with the problem at hand.
• Secondly the tone of voice is important as it will convey to the customer how you are feeling and if for example you have an up-beat/happy tone you will seem more approachable.

Question 8

Communication Media.

Answer 8

How the message is received by the receiver for example, TV/Radio, text messages, email, phone call.

Question 9

two examples of oral communication media

Answer 9

• Telephone
• Presentations

Question 10

examples of electronic communication media

Answer 10

• Faxes
• Phone calls
• Emails
• Texts

Question 11

Example of social media

Answer 11

• Instagram
• Facebook
• LinkedIn

Question 12

Advantages Of Written Communication.

Answer 12

• There is a record of the message.
• The receiver can read and reread the message to make sure that they understand it.
• The message can be sent to more than one person at a time.
• Written communication using technology can be communicated very quickly.
• A written message can avoid confusion.

Question 13

Disadvantages Of Written Communication.

Answer 13

• It is not always possible to check immediately that the receiver has read/received the message
• The success of the message depends on how well it has been written.
• There is a risk with emails that the computer can be infected with a virus.
• Some people can become overwhelmed by the number of emails they receive.

Question 14

Advantages of Face-To-Face Communication

Answer 14

• The person can check that the r…… Has been understood by asking for feedback.
• The person giving a message can emphasis points through their tone of voice and body language
• The speaker can use diagrams and pictures to explain something.

Question 15

Disadvantages of Face-To-Face Communication

Answer 15

• If there are a lot of people listening to a message it may not be clear that all have heard or understand it.
• If the receiver does like what they hear they may disrupt the message
• There is no permanent record of the message.
• Face-to-face communication can be expensive if workers need to travel to be together.

Question 16

How Urgency affects the method of media communication

Answer 16

The level of urgency of the message can also influence the choice of communication media. For example, if a message is time-sensitive and requires an immediate response, a real-time medium like a phone call or a video conference would be more appropriate. On the other hand, if the message is not time-sensitive, a less immediate form of communication such as email may be used.

Question 17

How context affects the method of media communication

Answer 17

The context in which the communication is taking place can also affect the choice of communication media. For example, if the message is sensitive and requires a high level of privacy, a secure form of communication like encrypted email or a secure chat platform would be more appropriate. On the other hand, if the message is informal and casual, a less structured form of communication such as a text message or social media post may be used.

Question 18

Scenario – A business issues an employee with a warning as a result of disciplinary procedure. Describe one reason that a written record of the warning should be kept.

Answer 18

• If the employee was to take the employer to a tribunal court, the record of written communication could be used as evidence to support the fact that correct procedure was followed

Question 19

Scenario – A building company head office often communicates with builders on site via text message. Describe one reason that the text message might sometimes be more appropriate than phoning the builders on site

Answer 19

• A text can be sent to multiple people at once whereas if the head office was to phone, they would have to call each individual employee whereas a text can be sent to all making it a quicker and more efficient method.

Question 20

Scenario - A Sandwich shop sets an objective of increasing sales of meal deals by 18%. Identify and explain one reason that effective communication of this objective from head office to stores may lead to the achievement of it.

Answer 20

One reason effective communication of the objective from head office to stores may lead to the achievement of increasing sales of meal deals by 18% is clarity of expectations. When store managers and employees understand the objective, they can take specific actions to meet it, such as promoting the meal deals more frequently or offering discounts. If the objective is communicated clearly, with defined targets and expectations, it can help to focus and align everyone’s efforts towards the same goal, leading to more successful results

Question 21

Group norms

Answer 21

Rules/guidelines that reflect the expectations of how group members should act/interact

Question 22

Implicit norms

Answer 22

Norms that are set but usually not expressed /discussed, usually by unspoken consent

Question 23

Explicit norms

Answer 23

Norms that are orally set or in writing

Question 24

Individual objectives

Answer 24

Objectives set for the individual employee

Question 25

Group objectives

Answer 25

Objectives set for a team of people

Question 26

Communication model

Answer 26

It shows how to communicate effectively, as well as the barriers that affect it.

Look for communication model in book