Management Skills: Communication

Question 1

Communication

Answer 1

Communication is the transfer of information and ideas from one person to another with the aim that the receiver will understand, give feedback where necessary and act upon what they have been told.

Question 2

Internal

Answer 2

communication between people in the same business (a) upward (b) downward (c) horizontal (d) functional. (Methods include noticeboards, memos, email, minutes of meetings, telephone, informal chats

Question 3

External

Answer 3

communication between the business and the rest of the world. E.g. banks, government, suppliers, customers, accountants.

Question 4

Formal

Answer 4

official channels of communication within a company e.g. routine meetings

Question 5

Informal

Answer 5

communication occurs in all organisations and can be more casual. E.g. Gossip, social events outside work

Question 6

Importance of good communications:

Answer 6

Downward (instructions) 
Upward (Feedback) 
Suppliers
Customers
Shareholders 
Better industrial relations

Question 7

Upward (Feedback)

Answer 7

what is and isn’t working is identified quickly and avoids costly mistakes

Question 8

Downward (instructions)

Answer 8

gets work done

Question 9

Suppliers

Answer 9

having enough stock to meet demand/ avoids costly ordering errors

Question 10

Customers

Answer 10

will help them return

Question 11

Shareholders

Answer 11

confidence

Question 12

Better industrial relations

Answer 12

issues dealt with quickly

Question 13

Factors of Effective Communication

Answer 13

Clarity
Accuracy
Suitability
Speed
Record
Cost

Question 14

Clarity

Answer 14

Messages should be kept short and to the point as expressed as clear as possible so that the information is understood

Question 15

Accuracy

Answer 15

This is important as key decisions are often made on the information communicated and so it must be communicated accurately

Question 16

Suitability

Answer 16

The most appropriate method of communication should be used

Question 17

Speed

Answer 17

People will need feedback quickly, so there would be no point in sending a letter that may take days to return

Question 18

Record

Answer 18

Keep a copy of all information as information may be needed to be duplicated or viewed again

Question 19

Cost

Answer 19

Try and chose the most cost-effective

Question 20

Barriers to Effective Communication

Answer 20

language, suitable medium, Feedback, timing, • Speed and impatience, Organisational Structure

Question 21

Benefits of Effective Communication

Answer 21

Productivity increases, Better industrial relations, Intrapreneurship encouraged, Team Approach, Clear goals can be established

Question 22

Board Meetings

Answer 22

These are meetings of the board of directors and are usually held on a monthly basis. Progress and performance is discussed and tactical and strategic plans are formulated. Problem solving is a key function of board meetings

Question 23

Annual General Meeting (AGM)

Answer 23

This is a meeting held once a year required by law and attended by the directors and shareholders of the company. The main functions of the AGM are to elect a board of directors, let the chairperson gives a report on company performance, and so they can declare a dividend for the year

Question 24

Extraordinary General Meeting (EGM)

Answer 24

This is a meeting of the shareholders and company directors held to discuss a matter of urgency that cannot wait until the next AGM. There is no other matter discussed at this meeting. There could be an EGM if there was a takeover bid for the company or a major fire at the production plant

Question 25

Ad Hoc meeting

Answer 25

A meeting that takes place at short notice to discuss a matter that requires attention and that has arisen unexpectedly. They aren’t organized in advance, only as the need dictates e.g. a sales meeting to address falling sales targets

Question 26

Quorum

Answer 26

This is the minimum number of people who have to be present for a meeting to take place. If the quorum is not met, the meeting is postponed

Question 27

Standing Orders

Answer 27

These are the rules for running a meeting, e.g. the time for each speaker

Question 28

Point Order

Answer 28

When a person brings to attention that the standing order has been broken

Question 29

Proxy

Answer 29

A person who represents a member of the meeting who cannot attend, they may vote in accordance with what the shareholder wishes

Question 30

The Notice

Answer 30

Date, time, and place of the meeting

Question 31

The Agenda

Answer 31

Topics to be discussed

Question 32

The Role of the Chairperson in a Meeting

Answer 32

• The chairperson draws up the notice and agenda with the secretary before the meeting
• The chairperson calls the meeting to order and opens the meeting only after ensuring the quorum is present
• The chairperson guides the discussion and manages time and contributions without any personal bias, allowing discussion only of matters on the agenda
• The chairperson organises vote taking and in the event of a tie they have the casting vote
• The chairperson closes the meeting at the end of discussions

Question 33

The Role of the Secretary in a Meeting

Answer 33

• The secretary sends out the notice and agenda to all those who are entitled to attend. This should be sent out in plenty of time giving members or shareholders time to prepare for the meeting
• The secretary arranges a suitable venue ensuring that essential resources such as refreshments, audio-visual equipment and seating plans are in order
• The secretary assumes the role of minute’s secretary (a written account of what is discussed and decided). This involves reading the minutes of the previous meeting and having them approved and then signed by the chairperson. It also involves taking notes so that the minutes of the present meeting can be written up accurately later
• If the chairperson needs any help, for example counting votes, the secretary will assist

Question 34

Benefits of ICT in a Business

Answer 34

Speed, Lower Staff Costs, Increase Sales, Access to larger markets

Question 35

Challenges of ICT in Business

Answer 35

Breakdowns, Viruses, Security (Phishing), up to date technology, expensive

Question 36

Developments of ICT in Businesses

Answer 36

The Cloud, Electronic Data Interchange, The Internet, Computer Aided Design, Microsoft Office, Social Media

Question 37

Data Protection

Answer 37

You are a Data Subject when you are the person to whom the personal data relates. Data Controllers and Data Processors are organisations that collect or use your personal data.

Question 38

Rights as a data subject

Answer 38

Right to access data, Your right to have your data rectified, restricted or erased, Your right to move or transfer your data, Your right to object to the use of your data

Question 39

Obligations of Data Controllers and Processors

Answer 39

The obligation to design appropriate processing systems,The obligation to use processors that meet the requirements of the legislation, The obligation to keep records, The obligation to report data breaches