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LC Business Studies > Communication- Management skill > Flashcards

Communication- Management skill Flashcards

1
Q

What is communication?

A

Communication involves transferring information from one person to another

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2
Q

Name two types of communication

A

Internal and external communication

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3
Q

Explain internal communications

A

This is communication between two or more people within the same business
Internal communication can be:
Upward e.g employees giving information to management
Downward e.g management giving instructions to employees
Horizontal e.g employees at the same level discussing issues in a meeting

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4
Q

Explain external communications

A

This is communication between the business and other people outside the business
External parties include:
Banks, Suppliers, Customers, Government

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5
Q

Give five methods of internal communication

A 
Internal newsletter
Notice board
Meetings
E-mail
Intercom system
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6
Q

Give four methods of external communication

A

Telephone
Internet (Website)
E-Mail
Press Conference

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7
Q

What are the advantages of written communication?

A

Provides a permanent record of the communication- proof
Can be re-read and reviewed afterwards
Email is a quick and cheap method of communication

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8
Q

What are the disadvantages of written communication?

A

Feedback is slower than oral communication
Risk of information overload if there is too much information written
Information could fall into the wrong hands

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9
Q

What are the advantages of oral communication?

A

Quick and easy to get a response
Easy to explain any problems or issues
Able to read body language and show emotion

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10
Q

What are the disadvantages of oral communication?

A

No record of conversation so no proof it took place

Receiver of the message may not be listening and therefore the message may not get through

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11
Q

What are the disadvantages of visual communication?

A

Visual communication is not sufficient on its own - it is only an aide for oral or written communication

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12
Q

What are the advantages of visual communication?

A

Useful for analysing statistics

Makes oral or written communication clearer and easier to understand

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13
Q

What is a memo?

A

A memo (memorandum) is a short written document used for internal communication

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14
Q

What is a business letter?

A

A business letter is a detailed written document sent between businesses
They are formal in nature and must be laid out in the correct way

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15
Q

What is a report?

A

A report is a written document in which one person sets out the findings of their investigation into a certain issue

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16
Q

Give four objectives of a report

A

To give information on a specific topic
To investigate an incident
To come up with solutions to a particular problem
To convince the reader to take a particular course of action

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17
Q

What is the layout of a report?

A 
Title of report
Table of contents
Executive summary - summarises the main findings and conclusion of the report
Terms of Reference - sets out the issues that were investigated
Findings
Conclusions and recommendations 
Appendices
Bibliography
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18
Q

What is a meeting?

A

A meeting is when two or more people come together for the purpose of discussing a predetermined topic and making decisions

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19
Q

What does AGM stand for

A

Annual General Meeting

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20
Q

What does EGM stand for

A

Extraordinary General Meeting

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21
Q

What is an AGM?

A

Held once a year. Used by the board of directors to give shareholders an update on how the company is doing. Present a copy of the financial statements to shareholder. Gives opportunity for questions.

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22
Q

What is an EGM?

A

This meeting is used to discussing an urgent matter and is called at short notice to deal with the issue.Nothing else is discussed. Directors can call meeting when they see fit.

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23
Q

What is a statutory meeting?

A

This is the very first meeting of a company that is held when the business is first set up. Shareholders are given information about the setting up of the company. Called by directors of a company only - within a time limit.

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24
Q

Explain a board meeting

A

Held on a regular basis. Board members meet to discuss and make decisions on the running of the business- set goals and devise strategies

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25
Q

Give three advantages of meetings

A

Meetings save time- not individually telling people, group- all at same time
Useful for solving problems - Face to face meeting more personal. easier to reach agreement
Allows for better decision making- Each person brings different knowledge and experience. Can build on ideas of others- brainstorming.

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26
Q

Explain the term notice in terms of a meeting

A

A written document sent out by the secretary setting out the date, time and venue of a meeting and is sent to anyone who is entitled to attend a meeting

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27
Q

Explain the term agenda in terms of a meeting

A

A written list of all topics to be discussed at a meeting. It should be sent out before the meeting

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28
Q

Explain the term quorum in terms of a meeting and why it is important

A

The minimum number of people that must be present at a meeting for it to take place . Stops decisions being made by a minority of those who could attend. Ensures topics are well discussed

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29
Q

Explain the term minutes in terms of a meeting

A

A summarised written record of what was discussed and decided on at the meeting

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30
Q

Who is the chairperson? and what are their functions.

A

This is the person who runs the meeting. They:
Ensure the quorum is present
Start the meeting
Maintain order during the meeting
Call a vote on a motion
Use their casting vote if the vote is tied
Close the meeting

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31
Q

Who is the secretary? and what are their functions

A 
This person is responsible for all the organisation, administration and paperwork associated with the meeting. They:
Organise venue for the meeting
Send out notice and agenda
Record the minutes of the meeting
Deal with any correspondence 
Advise and assist the chairperson
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32
Q

What is taken in account when choosing a method of communication?

A 
Cost
Urgency of the message
Need for confidentiality 
Nature of the message
Legal requirements
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33
Q

What are the principles of good communication?

A 
Use appropriate language
Ability to read and write well
Send the message in time
Listen carefully to the message
Be honest and trustworthy with what you are saying
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34
Q

What does EDI stand for

A

Electronic data interchange

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35
Q

What is EDI?

A

This is a system that electronically links the computers of two different companies.
The computer is programmed to send standard documents (e.g order, invoices) directly from one to the other without the need for human involvement
Example: IfTescos stock of Heinz Beans falls to a certain level ( tracked by barcode), the computer automatically sends an order to Heinz for more beans

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36
Q

What are the advantages to EDI?

A

Reduces need for paper documents- communication sent and stored electronically. Helps business fulfil environmental responsibilities
Reduces staff wages bill -No employees to process stock orders. Makes employees redundant.
Quick and easy- Automatic and no postal delay. Business will receive new stock faster.

37
Q

What does ICT stand for?

A

Information communications technology

38
Q

What is video conferencing and give some advantages of it.

A

This a meeting held between people who are in different locations using the internet and a computer, tablet or smartphone e.g Skype, FaceTime

39
Q

What is the world wide web?

A

The world wide web is a vast collection of information on millions of topics that you access on any device that has an internet connection

40
Q

What does www stand for

A

world wide web

41
Q

What are the advantages of the World Wide Web?

A

Advertise and increase brand awareness- advertise on website and social media. Leads to better known brand name. Can reach global audience
Increase sales / access to a bigger market- e- commerce. Website- customers from all over the world. Saves money- no need to open shops all over world
Increased access to information (better decision making)- Information can be found on anything, Download information

42
Q

Explain e-mail (electronic mail)

A

An e-mail is a typed message directly sent from one computer to another computer via the internet

43
Q

Give some advantages to e-mail

A

Advantages:
Saves money- No money spent on stationery. Can send as many as needed with one broadband fee
Quick and easy form of communication- Sent and received instantly. Can get instant reply.Saves time

44
Q

What is the layout of a memo

A 
To:                               Date:
From:                          Subject
Memo content
Signed: 
-------:
45
Q

What is the format of a business letter

A 
Your reference(initials of company/numbers/year)
Our reference
Date
Name, title and address of receiver
Re: 
Salutation- Dear sir, madam/dear Mr/Ms X
Paragraph 1 - purpose of letter
Paragraph 2 - main body
Paragraph 3 - what you want to happen now
Yours faithfully/sincerely
Signature
46
Q

Draft a sample Notice and agenda for a private ltd company

A 
Notice and agenda for Alpha Ltd
The Annual General Meeting of Alpha Ltd will take place in the Sea hotel, Hazel Road, Limerick at 3:00pm on the 1st of July 2022
The agenda is as follows:
1. Minutes of the 2021 AGM
2. Matters arising from minutes
3. Chairperson's report
4. Auditor's report
5. Dividend for 2022
6. Election of new directors
7. Any Other Business
Signed ------
Secretary
47
Q

Draft a sample notice and agenda of a club

A 
Notice and agenda for Foot Fc
The Annual General Meeting of Foot Fc will take place in the Clubhouse at 7:00pm on the 1st of July 2022
The agenda is as follows:
1. Minutes of the 2021 AGM
2. Matters arising from minutes
3. Club Chairperson's report
4. Club treasurer's report
5. Club subscriptions for 2023
6. Election of new president
7. Any Other Business
Signed ------
Secretary
48
Q

What are the characteristics of a good chairperson

A

Impartial,
Tactful,
Speaks Clearly,
Knows the rules

49
Q

Explain impartial as a characteristic of a good chairperson

A

Must be unbiased
Must be fair to all sides regardless of their views
Must give everyone equal opportunity to speak

50
Q

Explain tactful as a characteristic of a good chairperson

A

Must take charge and ensure people don’t talk too long
Must ask them to stop politely- be pleasant but firm
Unpleasantness may mean other speakers may not share their views

51
Q

Explain speaks clearly as a characteristic of a good chairperson

A

Chairperson is in charge of the meeting
Important everyone can hear and understand them
Helps ensure they obey all instructions so meeting runs smoothly

52
Q

Explain knows the rules as a characteristic of a good chairperson

A

Must know rules of running the meeting
I problems arise they use this knowledge
will know how to handle them according to rules

53
Q

What are the characteristics of a good secretary

A

good organiser
good writer
good summariser

54
Q

Explain good writer as a characteristic of a good secretary

A

Has a lot of writing to do before, after and during the meeting.
Must have clear legible handwriting - if hand writing
Must ensure everyone can understand what she writes

55
Q

Explain good summariser as a characteristic of a good secretary

A

Must prepare minutes of each meeting
Important they can identify important points raised at meeting
minutes be good enough for someone who missed the meeting to understand what happened at it.

56
Q

Know the minutes of a meeting for Foot Fc

A

On whiteboard

57
Q

Know the minutes of a meeting Alpha Ltd

A

On whiteboard

58
Q

Discuss cost as a factor to consider when choosing a method of communication

A

Must use a method to keep costs low
Ex: of effective but inexpensive method is e-mail- business can send unlimited messages at a fixed broadband fee.
Aer Lingus e-mails its customers with special offers. More cost effective than letters

59
Q

Discuss urgency as a factor to consider when choosing a method of communication

A

If message is urgent and needs to get to recipient immediately- fastest form of communication is needed
Telephone
Sending a letter is one of slowest methods
Ex: Manger urgently needs more stock - phone the supplier

60
Q

Discuss confidentiality as a factor to consider when choosing a method of communication

A

If message is private must use a confidential method
Ex: Manger was sacking an employee
Face to face conversation is most confidential

61
Q

Discuss nature of message as a factor to consider when choosing a method of communication

A

Contents of message can determine method used
If message is long, complex and detailed written communication is best.
If proof of communication is needed must use communication that keeps a record- written communication

62
Q

Discuss Legal requirements as a factor to consider when choosing a method of communication

A

Law of a country might determine the method of communication

ex: Ireland for an agreement to buy a house to be a legal contract it must be written down

63
Q

Discuss language as a barrier to communication and how it is overcome

A

If sender uses difficult words in her message the receiver may not understand
The message will not be received and cannot be acted upon appropriately
If argon(technical specialised language) is used receiver will not understand.
Overcome- use simple, clear language appropriate to the receiver

64
Q

Discuss prejudice as a barrier to communication and how it is overcome

A

If receiver has personal bias against person sending message
May not listen to message because of this prejudice
Overcome: Training managers to be more tolerant and understanding of other people

65
Q

Discuss information overload as a barrier to communication and how it is overcome

A

Too much information can make it hard for the receiver to take in.
May get lost and frustrated
May tune out and give up trying to understand
Overcome: Send short, snappy, to-the-poing messages

66
Q

Discuss poor listening skills as a barrier to communication and how it is overcome

A

Some people do not listen properly
May be thinking about they will say next or could be distracted or bored
do not receive information properly
Overcome: By asking questions to ensure they are listening and understanding

67
Q

Discuss timing as a barrier to communication and how it is overcome

A

If message is sent to late it is useless
May be unable to act upon it in time
Overcome: Planning communication carefully so adequate time is given to prepare and sent message and for receiver to understand it fully

68
Q

Discuss lack of trust as a barrier to communication and how it is overcome

A

If receiver cannot trust sender may be problem
Receiver will not listen to message let alone act on it.
Overcome: Building long term trusting relationships and using communications training

69
Q

What are the advantages to videoconferencing

A

Reduces travel time and expenses - Can devote this time to other tasks to make business succeed .
Saves money- No paying for expenses associated with managers travelling. Lowers costs and increases profits

70
Q

Give some disadvantages to email

A

Sender and receiver needs access to a device connected to the internet - may not have access
Not secure- can hack into computer. May be sent to wrong address
Spam e-mails / viruses- When opened can destroy business’s computer system

71
Q

What is the Name of the Act

A

Data Protection Act 1988/2003

72
Q

What is the GDPR

A

In May 2018, the General Data Protection Regulation (GDPR) was introduced to enhance current data protection laws in the European Union.

73
Q

List the rights of a data subject

A

Get a copy of data
Have any errors corrected or deleted
Remove your details from direct marketing list
Right not to be subjected to automated decision making
Compensation

74
Q

List the obligations of data controllers

A

Obtain information fairly and openly
Keep the information safe and secure
Delete the information once it is no longer needed
Give a copy of personal data to any data subject who requests it

75
Q

What are the functions of the Data Protection Commisioner

A

Investigate complaints
Force data controllers to give them any information
Force data controllers to correct or delete personal data
Keep a register of data controllers

76
Q

Explain get a copy of the data as a right of a data subject

A

Have a right to be given copy , explained clearly off all personal data kept on you.
Request this in writing usually
Can also ask data controller to inform you of any opinions given about you he holds

77
Q

Explain have errors corrected or deleted of the data as a right of a data subject

A

If personal details held about you are not factually correct you can ask data controller in writing to change or delete that
if you feel there is no valid reason for holding your information you can ask it to be deleted
data controller has 40 days to do as you ask

78
Q

Explain remove details from direct marketing list of the data as a right of a data subject

A

If data controller has your personal details for direct marketing purposes you can ask for them to be removed
You do this in writing
Data controller must let you know within 40 days if they have dealt with request

79
Q

Explain right automated decisions making of the data as a right of a data subject

A

You have right to not allow a computer to generate important decisions about you based on your details
Have a right to have a human being involved in the process of making decisions

80
Q

Explain obtain personal information fairly and openly as an obligation of a data controller

A

When asking for your information, controller must identify themselves.
Must tell you what information they want for and who will get to see it.

81
Q

Explain keep information safe and secure as an obligation of a data controller

A

Controller must take appropriate security measures to protect against loss of personal details
All computers must be password protected.
All print outs of information must be disposed of carefully.
Access to data is restricted to staff on a need-to-know basis

82
Q

Explain Delete information when it is no longer needed as an obligation of a data controller

A

Controllers may not keep personal data once the purpose which it was collected for has ceased
Must be deleted
Should regularly purge files- ensure information is not kept any longer than needed

83
Q

Explain give copy of personal data to person who requests it as an obligation of a data controller

A

Must give individual copy of data within 40 days of request
Information must be presented clearly
Can charge a fee but can be no more than max €6.35

84
Q

Explain Investigate complaints as a function of the data protection commissioner

A

Must investigate any complaints from individuals who feel their information is not being treated according to the act
First tried to get parties to find an agreeable resolution
Secondly they will make decision on matter

85
Q

Explain force data controllers to give them information as a function of the data protection commissioner

A

Has power to ask any person to give them whatever information they need to carry out their functions
Gives written information notice
It is an offence to disobey

86
Q

Explain force data controllers to correct or delete personal data as a function of the data protection commissioner

A

Has power to make data controllers obey law
Give an enforcement notice
It is an offence not to correct or delete data

87
Q

Explain keep a register of data controllers as a function of the data protection commissioner

A

Keeps list of all data controllers except exemptions
Allows public to see who has their information. Anyone can see the register online or at the Data Protection Commisioner’s office

88
Q

Evaluate the Data Protection Act

A

Protects data subjects because:
They are entitled to see information about them held on computer or on file and correct error or delete them- They will not suffer from incorrect information
If they lose out because of inaccurate information they are entitled to compensation
.Data protection commissioner fights for their rights of access to files and for them to be corrected or deleted

LC Business Studies (28 decks)

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