Unit 2 - People in business (Good Communication) Flashcards

1
Q

What is communication?

A

Communication is about sending and receiving information. It consists of:
- The Sender: Sends information.
- The Message: The information itself.
- The Receiver: Receives the information.
- The Feedback: The reply to the information.

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2
Q

How communication takes place in a business

A

Inside a business communication can be passed vertically and horizontally. These routes are called communication channels.

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3
Q

Downwards communication

A

Passing message from the top of the organisation to those at the bottom. Important because:
- Subordinates look to their managers for leadership and guidance.
- It allows the decisions made by management to be carried out by employees.
- It allows managers to command, control and organise.

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4
Q

Upwards communication

A

Passing messages from the bottom of an organisation to those at the top. Important because:
- Helps managers to understand the views and needs of subordinates.
- May make managers aware of problems.
- Helps staff to feel that they are valued.
- Provides managers with information to help make decisions.

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5
Q

Horizontal communication

A

Exchange of information between parties on the same level in an organisation’s hierarchy.

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6
Q

Internal communication

A

Communication between people inside the business.

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7
Q

External communication

A

Communication between the business and those outside such as customers, investors or the authorities.

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8
Q

Formal communication

A

Use of recognised channels when communicating.

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9
Q

Informal communication

A

Use of non-approved channels when communicating.

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10
Q

Importance of good communication in a business

A

If internal communication is poor, problems can arise. As a result, efficiency and profitability may suffer. Can lead to mistakes, wasted resources and result in confusion and lack of motivation. Poor external communication could make a business look foolish and result is money loss. Poor communication with outsiders could ruin the business’s reputation.
Effects of poor communication:
- Mistakes occur
- Cost rise
- Decision making slows down
- Staff motivation suffers

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11
Q

Face-to-face communication

A

When spoken information is exchanged between people who can see each other. It is effective.
Advantages:
- Allows immediate feedback
- Encourages cooperation
- Allows new ideas to be generated
- Save time
Disadvantages:
- Negative body language my create a barrier
- A record of the message may not be kept
- Non relevant information may be included
- In a meeting some people may not listen
- Limit to the number of people reached

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12
Q

Written communication

A

Variety of methods:
- Letters
- Reports
- Memorandums
- Forms
- Noticeboards

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13
Q

Letters

A

Written information. Flexible can be send to a variety of people. Can be record of communication and private information. Takes time and effort and some people have poor written skills.

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14
Q

Reports

A

Communicate important information in a formal manner. May be short, complex and detailed. Should be concise and carefully structured and presented. Take time to research and write.

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15
Q

Memorandums

A

Internal communication only. Short written notes containing brief messages and they are flexible.

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16
Q

Forms

A

Communicate routine information. May become out of date and inflexible.

17
Q

Noticeboards

A

Cheap to use and can pass information on to a large number of people. Can become untidy, are open to abuse and are often overlooked.

18
Q

Electronic communication

A

Possible to deliver message instantly, all over the world and to a number of people at the same time. Examples:
- Email
- Internet
- Mobile phone
- Social media
- Intranets
- Videoconferencing and teleconferencing
- Public address (PA) systems
- Electronic noticeboards

19
Q

Email

A

Most common method and allows communication instantly by a computer. Problem is that emails might get ignored.

20
Q

Internet

A

Used for internal and external communication.

21
Q

Mobile phones

A

Valuable method of communication. Allows texts, short memos, access the internet and send images. They are cheap.

22
Q

Social media

A

Fast way to communicate externally and internally to provide/gather information.

23
Q

Intranets

A

Where all computer in a department are linked so everyone has access to and can edit common information.

24
Q

Videoconferencing and teleconferencing

A

Videoconferencing enables people to communicate Face-to-face from all around the world. Teleconferencing is the same but with telephones.

25
Q

Public address (PA) systems

A

Messages broadcasted over a loud speaker to everyone.

26
Q

Electronic noticeboards

A

Similar function to PA but written messages and somewhere everyone can see.