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
Give three advantages of meetings
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.
26
Explain the term notice in terms of a meeting
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
27
Explain the term agenda in terms of a meeting
A written list of all topics to be discussed at a meeting. It should be sent out before the meeting
28
Explain the term quorum in terms of a meeting and why it is important
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
29
Explain the term minutes in terms of a meeting
A summarised written record of what was discussed and decided on at the meeting
30
Who is the chairperson? and what are their functions.
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
31
Who is the secretary? and what are their functions
``` 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 ```
32
What is taken in account when choosing a method of communication?
``` Cost Urgency of the message Need for confidentiality Nature of the message Legal requirements ```
33
What are the principles of good communication?
``` 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 ```
34
What does EDI stand for
Electronic data interchange
35
What is EDI?
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
36
What are the advantages to EDI?
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
What does ICT stand for?
Information communications technology
38
What is video conferencing and give some advantages of it.
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
What is the world wide web?
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
What does www stand for
world wide web
41
What are the advantages of the World Wide Web?
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
Explain e-mail (electronic mail)
An e-mail is a typed message directly sent from one computer to another computer via the internet
43
Give some advantages to e-mail
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
What is the layout of a memo
``` To: Date: From: Subject Memo content Signed: -------: ```
45
What is the format of a business letter
``` 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
Draft a sample Notice and agenda for a private ltd company
``` 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
Draft a sample notice and agenda of a club
``` 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
What are the characteristics of a good chairperson
Impartial, Tactful, Speaks Clearly, Knows the rules
49
Explain impartial as a characteristic of a good chairperson
Must be unbiased Must be fair to all sides regardless of their views Must give everyone equal opportunity to speak
50
Explain tactful as a characteristic of a good chairperson
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
Explain speaks clearly as a characteristic of a good chairperson
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
Explain knows the rules as a characteristic of a good chairperson
Must know rules of running the meeting I problems arise they use this knowledge will know how to handle them according to rules
53
What are the characteristics of a good secretary
good organiser good writer good summariser
54
Explain good writer as a characteristic of a good secretary
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
Explain good summariser as a characteristic of a good secretary
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
Know the minutes of a meeting for Foot Fc
On whiteboard
57
Know the minutes of a meeting Alpha Ltd
On whiteboard
58
Discuss cost as a factor to consider when choosing a method of communication
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
Discuss urgency as a factor to consider when choosing a method of communication
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
Discuss confidentiality as a factor to consider when choosing a method of communication
If message is private must use a confidential method Ex: Manger was sacking an employee Face to face conversation is most confidential
61
Discuss nature of message as a factor to consider when choosing a method of communication
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
Discuss Legal requirements as a factor to consider when choosing a method of communication
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
Discuss language as a barrier to communication and how it is overcome
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
Discuss prejudice as a barrier to communication and how it is overcome
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
Discuss information overload as a barrier to communication and how it is overcome
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
Discuss poor listening skills as a barrier to communication and how it is overcome
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
Discuss timing as a barrier to communication and how it is overcome
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
Discuss lack of trust as a barrier to communication and how it is overcome
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
What are the advantages to videoconferencing
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
Give some disadvantages to email
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
What is the Name of the Act
Data Protection Act 1988/2003
72
What is the GDPR
In May 2018, the General Data Protection Regulation (GDPR) was introduced to enhance current data protection laws in the European Union.
73
List the rights of a data subject
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
List the obligations of data controllers
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
What are the functions of the Data Protection Commisioner
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
Explain get a copy of the data as a right of a data subject
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
Explain have errors corrected or deleted of the data as a right of a data subject
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
Explain remove details from direct marketing list of the data as a right of a data subject
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
Explain right automated decisions making of the data as a right of a data subject
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
Explain obtain personal information fairly and openly as an obligation of a data controller
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
Explain keep information safe and secure as an obligation of a data controller
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
Explain Delete information when it is no longer needed as an obligation of a data controller
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
Explain give copy of personal data to person who requests it as an obligation of a data controller
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
Explain Investigate complaints as a function of the data protection commissioner
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
Explain force data controllers to give them information as a function of the data protection commissioner
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
Explain force data controllers to correct or delete personal data as a function of the data protection commissioner
Has power to make data controllers obey law Give an enforcement notice It is an offence not to correct or delete data
87
Explain keep a register of data controllers as a function of the data protection commissioner
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
Evaluate the Data Protection Act
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