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Commerce > Communications > Flashcards

Communications Flashcards

1
Q

What is communication?

A

Communication is a two-way process wherein the message is in the form of ideas, thoughts,feelings, opinions is transmitted between two or more persons with the intent of creating a shared understanding.

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2
Q

Sender

A

The sender or the communicator is the person who initiates the conversation

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3
Q

Message

A

the message can be written, oral, symbolic or non-verbal such as body gestures, silence, signs, sounds, etc. or any other signal that triggers the response of a receiver.

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4
Q

Medium

A

The Sender chooses the medium through which he wants to convey his message to the recipient.

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5
Q

Receiver

A

The receiver is the person for whom the message is intended or targeted

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6
Q

Feedback

A

The final step of the process that ensures the receiver has received the message and interpreted it correctly as it was intended by the sender.

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7
Q

List down the importance of communication in this market

A

1) Brings buyer and seller together through technology
2) Enables information to be obtained very quickly
3) Widens the scope of the market for products and services
4) Allows businesses to make contact with suppliers and banks etc….
5) Good communication enhances the productivity of staff
6) Enables organizations operating on many different sites or based in different countries to work efficiently.

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8
Q

What is effective communication?

A

Effective communication is the process of exchanging ideas, thoughts, opinions, knowledge, and data so that the message is received and understood with clarity and purpose.

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9
Q

What are barriers to communication?

A

Reasons why communication fails or is poor.

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10
Q

What are the reasons for poor communication?

A

1) Distance between sender and receiver
2) Language problems
3) The wrong choice of communication method
4) Noise

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11
Q

List the negative impact of poor communication

A

1) Misunderstandings
2) Missed opportunities
3) Unnecessary conflict, Mistrust
4) Passing of miscommunication of information
5) A broken company cultures

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12
Q

Need for rapid and accurate communication

A

 Transport services needed to be efficient
 To check, confirm or establish prices for ordering supplies by companies
 To get instant information on the state of a market
 Rapid and accurate transmission of information within the international system of banking and finance
 To transfer profits made by multinational companies from one country to another
 To enable the ability to the customers to obtain information about goods and services online and purchase
 To provide instant communication with people and businesses all over the world
 To enable the business opportunities to be taken up and problems to be resolved quickly.

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13
Q

What is oral/verbal/speaking communication?

A

Oral communication implies communication through mouth. It includes individuals conversing with each other, be it direct conversation or telephonic conversation. Speeches, presentations, discussions are all forms of oral communication.

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14
Q

List down the advantages of oral communication

A

 Develop into a discussion so that misunderstood points can be clarified
 Enhanced by non – verbal communication (tone of voice or facial expression)
 Gives immediate impact and feedback
 Can be interactive so can be effective and successful

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15
Q

List down the disadvantages of oral communication

A

 May take a long time if many people are involved
 No written record unless a recording is made
 Non – verbal signals (eye contact and gestures) may conflict with what is said
 People who are better oral communicators may dominate the discussion
 A chance remark may cause problems or be misunderstood
 Conversation may not be planned so may not work

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16
Q

What are the situations in which oral communication would be used?

A

 Face to face conversations – office discussions, customer discussions or sorting out
problems
 Individual contact using telephone, teleconferencing or videoconferencing
 Formal and informal meetings
 Staff appraisals
 Conference or seminars
 Training sessions (inbound or outbound)
 Press conferences
 Public address systems

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17
Q

Explain the non – verbal methods of communication

A

Non - verbal communication or body language refers to the manner in which your body or parts of your body express an emotion.

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18
Q

What are written methods of communication?

A

means the sending of messages, orders or instructions in writing
through letters, circulars, manuals, reports, telegrams, office memos, bulletins, etc. They may be handwritten, typed, printed or electronically generated.

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19
Q

List down the advantages of written methods of communication

A

 Provides a permanent record for future reference
 Allows time for planning a response
 Enforceable by law which can be used as evidence in a dispute
 Enables more elaboration
 Can be supplemented by visual or numerical data
 Identical copies of the communication can be sent to several people

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20
Q

List down the disadvantages of written methods of
communication

A

 Can take time to produce
 No instant feedback and response
 May be badly written – poor use of language, too wordy, many mistakes
 May not be read in full
 May not be understood by the reader
 May be costly to produce
 May be difficult to explain complex points

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21
Q

situations in which written communication might be used

A

 Letters
 Company magazines and newsletters
 Forms
 Notices and noticeboards
 Memoranda (memo) – short notes used to communicate something of immediate importance to people within a business or organization.
 Press releases
 Meeting documents

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22
Q

What is telephone?

A

A means of communication that enables a conversation to take place without people being visible to one another.

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23
Q

List down the advantages of using the telephone

A

 One to one communication with instant feedback
 Enables discussion to take place and decisions to be made
 Provides immediate contact
 Enables the caller to make a more personal approach

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24
Q

List down the disadvantages of using the telephone

A

 Person being called may not be available
 No record of the conversation
 Time differences may cause difficulty with international calls
 Signal may be poor so the call may be difficult to understand

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25
Q

Explain the situations in which telephones might be used

A

 When a discussion is required about solving a problem
 When customers wants information about a product before ordering
 When a client wants to make an appointment
 When an emergency situation arises

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26
Q

What is telephone answering machines/answerphones?

A

These machines record messages when the receiver is unable to answer the phone.

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27
Q

What is voicemail?

A

This is a telephone activated and voice prompted system that allows a caller to leave messages when the person being called is not available, busy on another call or not willing to answer.

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28
Q

Features of Voicemail

A

1) Calls can be saved, repeated and accessed using a PIN from another phone
2) Greetings can be personalized

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29
Q

What is the difference between voicemail and answering machines?

A

With an answering machine, a message is recorded and stored within the physical device itself. Voicemail, however, provides a service by which a caller is transferred to a separate system in which messages are received and recorded.

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30
Q

List down the advantages of answering machines and
voicemail

A

 Important messages can be saved
 Messages can be sent across time zones between countries
 Provides a messaging service out of office hours

31
Q

List down the disadvantages of answering machines and
voicemail

A

 Some people do not wish to record messages
 Message may not be clear

32
Q

What is a mobile phone?

A

A small, compact telephone that can be used to make and receive telephone calls, text messages, take photographs, and provide access to the Internet. Useful to keep to contact while moving around.

33
Q

What are the advantages of mobile phones?

A

 used in any place where there is a signal
 send text messages
 linked to the Internet
 small and portable
 economical if the correct tariff is applied
 used in an emergency situation
 Roaming services

34
Q

What are the disadvantages of mobile phones?

A

 No signal
 High risk of loss or theft
 Calls can be expensive
 Noise nuisance

35
Q

What are the work situations in which mobile phones might be used?

A

 to keep in touch with the workplace, other company sites
 In emergency situations to summon help
 To obtain information by using the internet facility
 To send brief text messages or emails

36
Q

What is the internet?

A

Worldwide communications network linking users of computers and other devices. Allows the transmission of information almost instantaneously.

37
Q

What are examples of communication using the internet?

A

 Podcasts
 Blogs
 Websites

38
Q

What are podcasts?

A

A program (as music or talk) made available in digital format for automatic download over the Internet. Ex: Radio show/ program

39
Q

What are blogs?

A

A website providing news or commentary on a particular subject. Maybe a personal diary or may be interactive so that readers can make comments.

40
Q

What is blogging

A

The activity of updating or writing for a blog

41
Q

What are the advantages of blogs?

A

 Enables you to write down your thoughts on anything that interests you
 Easy to set up
 Easy and quick to update or add new posts
 People can leave comments on your blog.
 If you want to read other people’s blogs there are literally millions to choose from

42
Q

What are the disadvantages of blogs?

A

 Whatever you publish is visible to everyone and if you write a post in anger to might regret it later
 may contain inaccurate information
 Blogs can be time-consuming.
 People may leave rude or inappropriate comments

43
Q

What are websites?

A

A website is a collection of publicly accessible, interlinked Web pages that share a single domain name.

44
Q

The types of websites

A

1) Informational websites
2) Transactional websites
3) Interactive websites

45
Q

Informative websites

A

contains only information and there is usually no interaction between the company and the user.

46
Q

Transactional websites

A

provide information, enable users to retrieve the information they request, and also to purchase goods or book services online.

47
Q

Interactive websites

A

an interactive website is a website that communicates and allows for interaction with users.

48
Q

What are the internet security threats?

A

 Computer viruses
 Malware
 Phishing
 Botnets
 SQL Injection Attack

49
Q

Malware

A

Malware attacks your files and will only stop until you pay the cybercriminal a hefty ransom.

50
Q

Phishing

A

The main targets of a phishing attack include your usernames, passwords, and credit card information.

51
Q

SQL Injection Attack

A

uses malicious code to penetrate your weak security systems.

52
Q

What are the advantages of using the internet?

A

 Speed of use leads to improve business and commercial efficiency
 Cost savings in the long run
 An effective way of advertising
 Offering home shopping
 Global communication r
 Banking online
 Available 24 hours
 Cheap way of communicating
 Can obtain up-to-date information through search engines

53
Q

What are the disadvantages of using the internet?

A

 Security fears
 Lack of ownership
 Traffic jams on the internet
 Dangers of staff wasting too much work time surfing
 Network reliability
 Abuse of the internet
 Issues of copyright
 Information overload and low accuracy
 Online shopped goods may not be what they seemed to be

54
Q

What is an email?

A

Method of communication to most places in the world using computers and the internet.

55
Q

What are the advantages of email?

A

 Almost instantaneous
 Less formal than writing a letter
 Cheaper than sending by letter
 Paperless and can be read and deleted
 Messages can be sent all over the world very cheaply
 Documents and files can be sent as attachments
 Agreements made by email are legally binding
 Confidentiality can be ensured
 People traveling can access messages using a laptop or notebook computer

56
Q

What are the disadvantages of email?

A

 Some messages may be impersonal as they have no signatures
 Emails may take too long
 Cannot send an email without an email address
 There may be delays in replying if the recipient does not check emails regularly
 Junk mail
 Dangers of phishing
 Risks of catching a virus
 May be deleted by accident
 The computer could breakdown or crash

57
Q

What are the uses of email in given situations?

A

 To assist people in different locations
 To enable documents to be saved, updated, and used again at a later date
 To respond to inquiries about products
 To undertake market research
 To acknowledge the receipt of an order and give details
 To send out the notice of a meeting
 To correspond

58
Q

What is a network?

A

A group of devices or computers connected together by cable or wireless. It enables computers to be connected so that resources can be shared.

59
Q

What is a wireless network/fidelity?

A

Enables sharing on one broadband connection to the internet across the multiple computers using a wireless modem router or cable router.

60
Q

What is an intranet?

A

It is a computer network or system that links computers within an organization.

61
Q

What are the features of the intranet?

A

 Password to ensure that access is restricted
 Discussion areas where people can share written information on subjects of mutual interest
 Large documents (catalog) available online

62
Q

What are the advantages of intranet

A

 Staff can post information to each other.
 Bulletins
 All branches of the organization have access
 Standard documents are available to all staff
 Can be used to arrange events
 Enables the organization to function more efficiently as employees have quicker access to
information
 Enables paperless communication to take place

63
Q

What are the disadvantages of the intranet?

A

 Not all staff may have access
 May provide large quantities of information to staff who do not need it
 Staff will need the training to use it effectively – this may be costly

64
Q

What is video conferencing?

A

A system of linking people in different locations with sound and vision so that a meeting can take place.

65
Q

What is teleconferencing?

A

Linking of people in different locations by sound via the telephone lines so that a meeting can be held

66
Q

Advantages and examples of video conferencing and teleconferencing

A

 Can save travel time and cost
 Problems of travel are avoided
 It avoids traveling through risky areas
 Can save meeting costs
 Allows meetings between people in different countries
 Meetings can be called at short notice and are conducted live
 Access to files or data is readily available if needed
 Better use of people’s time
 Recording can be made
 Body language and facial expressions can be seen
 Documents, models, or technical drawings can be shown

67
Q

Disadvantages and examples of video conferencing and teleconferencing

A

 Video conferencing is expensive
 Can be impersonal especially when you cannot see the person you are talking to
 May not work for every kind of situation and every kind of meeting
 May be difficult to control the conference so that everyone is able to participate fully

68
Q

Who are messengers or couriers?

A

These companies are hired to deliver documents and parcels to addresses within a country or to addresses in other countries

69
Q

What are pagers?

A

These are small machines that allow two – way speech from one pager to another or from a pager to a telephone.

70
Q

Features of pagers

A

 A reminder alert feature tells the user to make a call
 Used in hospitals and factories
 Easy to carry around and are small
 Radio paging systems

71
Q

Visual methods of communication

A

Forms of communication that may be seen and may be used to add to the impact of written or verbal communication. Ex; charts and tables, videos, flow charts and diagrams

72
Q

Internal methods of communication

A

 Communication within the organization
 Oral, telephonic, and electronic

73
Q

external methods of communication

A

 Communication between a company and another company, a company and the public or a
company and another organization
 Suppliers, customers, bankers, agents, government, and local council will be communicated

74
Q

Factors that affect the choice of communication method

A

 Urgency and speed
 Nature of the message and the information to be communicated
 Whether the message is for internal or external use
 The number of people the message is to be sent to
 Cost
 Need for confidentiality and security
 Whether or not a discussion is needed
 Whether or not a permanent record is required
 Length of message
 The accuracy of the information
 Convenience and availability
 Distance and time differences
 The relationship between the sender and the receiver

Commerce (4 decks)

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