Communication Flashcards
What are some reasons that effective communication is important
- Reduces number of mistakes
- Speed up decision making
- Communication with customers is a marketing tool
What are the four methods of communication
Formal
Informal
Verbal
Non-verbal
There Can be a combination of these
Are not the same as communication media
What is meant by verbal communication
The use of sounds and words to express yourself (can be written)
What is meant by non-verbal communication
The use of gestures and mannerisms to express yourself
Examples of non-verbal communication
Eye-contact
Body language
Tone of voice
What is meant by communication media
Refers to how the message is imparted (made known) to the receiver
What are examples of communication media
Text Email Meetings Conversation Radio Television
What is an example of mass communication media
Television
What is an example of written communication media
Letter
What is an example of face to face communication media
Meeting
What is an example of oral communication media
Phone call
What is an example of electronic communication media
What is an example of social media communication media
Text
What are some advantages of written communication
- Record of the message
- Receiver can re-read message for clarity
- Can be sent to more than one person
- Can avoid confrontation
- Can be communicated quickly
What are some disadvantages of written communication
- Not always possible to check if the receiver has received the message
- Success if message depends on how well it is written (clarity)
- Can’t receive fast feedback
What are some advantages of face-to-face communication
- Both parties can ask further questions and receive feedback straight away
- Sender can emphasise points through tone of voice and body language
- Sender can use diagrams and pictures to explain
What are some disadvantages of face-to-face communication
- May not be clear to everyone if there are a lot of people receiving the message
- Message May be disrupted by receiver
- No permanent record of the message
- Can be expensive if workers have to travel far together
What is meant by formal communication
Takes place using agreed rules and/or procedures
Eg board meeting
What is meant by informal communication
Do not take place based upon any set measures
Eg conversations in staff room
Is there any link between informal/formal communication and written/verbal communication
No, a combination of any can exist
What are Shannon weaver’s 3 barriers to effective communication
Technical
Semantic
Effectiveness
What is meant by technical in Shannon weaver’s 3 barriers
Concerns the ability of the receiver to receive the information being communicated
Eg too much noise, or email can’t load
What is meant by semantic in Shannon weaver’s 3 barriers
Concerns the ability of the receiver to understand the message
Eg abbreviations, language barriers
What is meant by effectiveness in Shannon weaver’s 3 barriers
Refers to whether the information being communicated has been acted upon in an appropriate manner
What is meant by group norms
Rules or guidelines that reflect expectations of how group members should act or interact
What is meant by implicit norms
Norms that aren’t always expressed or discussed, and are accepted by unspoken consent
What is meant by explicit norms
Group norms that are stated outright, either orally or in writing
What are examples of implicit norms
Seat at a table
Order that people go for lunch at work
What are examples of explicit norms
Uniform
How to respond to customer enquiries
What are individual objectives
Set for a single employee
What are group objectives
Set for a team
Characteristics of group communication
- Can be many senders and receivers of messages, which can be simultaneously
- Groups can be formal (dept team) or informal (social group at work)
- Communication can be disturbed by dominant employees
- Informal groups may misrepresent information from a formal group of they do not agree with it
Draw the communication model
Barrier pointing down to every stage Source Message Media Message Receiver Feedback
Why is the communication model useful
Businesses can use it as a template to identify why their current methods of communication are ineffective
What are some limitations of the communication model
- Doesn’t provide solutions
- Is difficult to transform this theoretical principle into reality
