Communication

Question 1

What is communication?

Answer 1

The transfer and understanding of information or ideas

To succeed in conveying information or evoking understanding

Question 2

What are the steps of the communication process?

Answer 2

1) Idea
2) Encode
3) Transmit
4) Medium
5) Receive
6) Decode
7) Idea

Question 3

What are some barriers to communication?

Answer 3

Language
Vocabulary
Jargon
Abbreviatons
Acronyms

Question 4

What term is used to describe barriers to communication in the “medium2 section?

Answer 4

Noise

Question 5

What are four types of bias?

Answer 5

Confirmation bias
Status quo bias
Availability bias
Bandwagon effect

Question 6

What is interpersonal communication?

Answer 6

Two way exchange

Question 7

What is mass communication?

Answer 7

One way exchange

Question 8

What is the AIDA model?

Answer 8

Attention
Interest
Desire
Action

Question 9

What are the 6 factors of engagement in change?

Answer 9

Don’t wait until full information is available

Focus on two way interactions

Consider impact of changes to individuals

Target audiences to segment information and avoid overload

Allow plenty of time

Encourage feedback and act on it

Question 10

What are the 5 best practices of establishing effective communication>

Answer 10

1) Clear messages
2) Simple information
3) Appropriate tone
4) Personality preferences
5) Actions required

Question 11

What are the three most common methods of appeal to hearts and minds?

Answer 11

1) Symbolic actions and symbolism
2) Use of metaphors
3) Use of narrative and storytelling

Question 12

What are the five characteristics for a story for change?

Answer 12

1) Reach a resolution that addresses a problem
2) Overcome a challenge successfully
3) Have a clear message which is the main point of the story
4) Use rich sensory language to make it come alive
5) Move people to action

Question 13

What are the four types of communication channel?

Answer 13

Push channels
Pull channels
Lean channels
Rich channels

Question 14

What are the four steps of communication planning?

Answer 14

1. Strategy
2. Communication plan
3. Actions
4. Measure

Question 15

What happens in the strategy stage of communication?

Answer 15

Sets out overall objectives, audiences, key messages and approaches

Question 16

What happens in the plan stage of communication planning?

Answer 16

Sets out how to implement the strategy: who will deliver what, when, how and to whom

Question 17

What happens in the actions stage?

Answer 17

Carry out activities according to the planned schedule

Question 18

What happens in the measure stage?

Answer 18

Evaluate effectiveness of communication efforts throughout

Question 19

What should be included in the communication strategy?

Answer 19

Understand the organisational context
Analyse the audience/stakeholders
Set communication objectives
Select communication approaches
Develop key messages and themes
Identify who will deliver key messages
Select communication channels

Question 20

What should be included in a communication plan?

Answer 20

Target audience
The objective that is to be achieved for that audience
Key messages
The activity that will deliver those messages
People responsible
Timing
How the activity will be measured