Unit 2: Chapter 9

Question 1

What is communication?

Answer 1

the transferring of a message from a sender to a receiver, who understands the message

Question 2

What is a message?

Answer 2

the information/instructions being passed by the sender to the receiver

Question 3

What is the importance of effective communication?

Answer 3

we communicate everyday, ineffective communication can lead to misunderstandings and serious consequences

Question 4

What is internal communication?

Answer 4

communication between members of the same organisation

Question 5

What is external communication?

Answer 5

communication between the organisation and other organisations/individuals

Question 6

What are some examples of external communication?

Answer 6

orders for goods from suppliers, sending information to customers, advertising goods and services, asking customers to pay bills on time

Question 7

What is the difference between internal and external communication?

Answer 7

whom you are communication with

Question 8

What is the process of effective communication?

Answer 8

1. transmitter/sender
2. medium of communication
3. receiver
4. feedback

Question 9

What is one way communication?

Answer 9

a message that does not need a response

Question 10

What is two way communication?

Answer 10

a message given to receiver and a response is given, where a discussion about it occurs

Question 11

What are the advantages of two-way communication?

Answer 11

clear to sender that the receiver has gotten the message and understood/acted upon it

both people are now part of the process so the receiver feels recognised and motivated

Question 12

What are the communication methods?

Answer 12

written, verbal and visual communication

Question 13

How do you know when to choose the appropriate communication method?

Answer 13

speed, cost, detail, leadership style, receiver, written record, feedback

Question 14

What are some examples of verbal communication?

Answer 14

face-to-face, telephone conversation, video conferencing, meetings/team briefing

Question 15

What are the advantages of verbal communication?

Answer 15

quick communication given out, immediate feedback, body language

Question 16

What are the disadvantages of verbal communication?

Answer 16

can’t tell if everyone is listening/understood, no accurate/permanent written record

Question 17

What are some examples of written communication methods?

Answer 17

letters, memos, reports, notices, text messages, email, social networking sites

Question 18

What are the advantages of written communication methods?

Answer 18

hard evidence, complicated details to refer, copied and sent, electronic communication = quick and cheap

Question 19

What are the disadvantages of written communication methods?

Answer 19

direct feedback isn’t always possible (information overload), can’t see if message has been received, jargon, no body language

Question 20

What are some examples of visual communication methods?

Answer 20

films, posters, charts/diagrams, photographs/cartoons

Question 21

What are the advantages of visual communication?

Answer 21

appealing/attractive representation of message

can make written message clearer with diagram to illustrate point

Question 22

What are the disadvantages of visual communication?

Answer 22

no feedback from receiver, may be difficult to interpret and cause misunderstanding

Question 23

What is formal communication?

Answer 23

messages sent through established channels using profesional language

Question 24

What is informal communication?

Answer 24

when information is sent and received casually using everyday language

Question 25

What are the directions of communication

Answer 25

downward - manager to subordinate

upward - subordinate to manager

horizontal - same level in organisation

Question 26

What are communication barriers?

Answer 26

factors that stop effective communication.

any part of the effect communication process doesn’t work it acts as a barrier to communication

transmitter/sender, medium of communication, receiver, feedback