Unit 9

Question 1

What are the types of communication in a business?

Answer 1

1) Internal communication.
2) External communication.

Question 2

What is External communication?

Answer 2

Communication with people outside of the business. Such as: selling goods and services, dealing with complaints, ordering stock etc.

Question 3

What is internal communication?

Answer 3

Employees communicating with each other as colleagues, subordinates and managers. This is done to exchange information and giving instructions along with day to day discussions.

Question 4

Requirements for effective communication?

Answer 4

1) Message sent with correct medium.
2) Sent to and received by the right person.
3) Receiver understands the message.
4) Receiver provides feedback.

Question 5

Methods of communication in a business?

Answer 5

1) Electronic,
2) Written,
3) Visual,
4) Oral.

Question 6

Forms of written communication?

Answer 6

1) Letter.
2) Memorandum.
3) Agenda.
4) Minutes of meeting.
5) Job description.
6) Purchase order.
7) Invoice.
8) Company magazine.

Question 7

Benefits of electronic communication?

Answer 7

1) Quick.
2) May involve permanent record.
3) Can be sent to many people at the same time.
4) Can be used to create a more interesting message.

Question 8

Disadvantages of electronic communication?

Answer 8

1) Not everyone has access to required equipment.
2) Software can be expensive.
3) No personal contact.
4) Risk of unwanted people receiving the message.

Question 9

Advantages of visual communication?

Answer 9

1) Can simplify complex data.
2) Creates interest and grabs attention of receivers.

Question 10

Advantage and disadvantage of: Letter

Answer 10

Adv: Written record, confidential
Dis: Postage costs.

Question 11

Advantage and disadvantage of: Memorandum

Answer 11

Adv: Written record.
Dis: Only used for internal communication.

Question 12

Advantage and disadvantage of: Email and text messaging.

Answer 12

Adv: Written record.
Dis: Cost of equipment, might not be confidential.

Question 13

Advantage and disadvantage of: telephone.

Answer 13

Adv: Discussions.
Dis: Expensive, not face to face.

Question 14

Advantage and disadvantage of: meeting

Answer 14

Adv: Everyone gets same message, allows discussion.
Dis: Time consuming, may be expensive, no written records.

Question 15

Advantage and disadvantage of: interview

Answer 15

Adv: Confidential, allows discussion.
Dis: Time consuming, no written records.

Question 16

Advantage and disadvantage of: video conferencing

Answer 16

Adv: Reduces travel cost, allows feedback and discussion
Dis: Cost of equipment, time zone problems.

Question 17

Advantage and disadvantage of: Chart / diagram

Answer 17

Adv: Information easier to understand.
Dis: Possible loss of detail

Question 18

Methods of reducing communication barriers:

Answer 18

1) Appropriate language.
2) Appropriate medium.
3) Physical barriers need to be removed.
4) Keep channel of communication short.
5) Management must help build trust and respect between employees.
6) Sender must always insist on receiving feedback.

Question 19

Benefits of effective communication?

Answer 19

1) Reducing risks of mistakes
2) Enabling faster decision making
3) Enabling quicker responses to market changes
4) Improving coordination between departments
5) Improving morale
6) Improving customer relationships

Question 20

Benefits of oral communication?

Answer 20

1) Personal contact between sender and receiver.
2) Allows for immediate feedback.
3) Language can be used and altered to needs of receiver.

Question 21

Limitations of oral communication?

Answer 21

1) No permanent record.
2) Receiver might not listen.
3) Receiver may not understand the information correctly due to noise.

Question 22

Benefits of written communication?

Answer 22

1) Permanent record.
2) Can be viewed by receiver more than once.
3) Can be sent to multiple people.
4) Message cannot be fabricated.

Question 23

Disadvantages of written communication?

Answer 23

1) No personal contact.
2) Feedback is slower.
3) Receiver may not understand if the language is too complex.
4) Time-consuming for both sender and receiver.

Question 24

Explain benefit of effective communication: Reducing risks of mistakes

Answer 24

If the receiver understands the message, there will be less mistakes.

Question 25

Explain benefit of effective communication: Enabling faster decision making

Answer 25

If there are less number of people who need to receive the message, it will speed up the decision making process.

Question 26

Explain benefit of effective communication: Enabling quicker responses to market changes

Answer 26

If it takes longer for the business to send information, it will not allow the business to react quickly to changes and opportunities.

Question 27

Explain benefit of effective communication: Improving coordination between departments

Answer 27

Decisions taken by one department often impact other departments. With more communication, there can be better decisions which benefit all departments.

Question 28

Explain benefit of effective communication: Improving morale

Answer 28

If workforce knows the activities of the workplace, they will want to take part in discussions and meetings.

Question 29

Explain benefit of effective communication: Improving customer relationships

Answer 29

Keeping customers informed about changes will make the customer want to continue endeavors with the business

Question 30

Factors for choosing communication method?

Answer 30

1) Message urgency 2) Length and complexity of message. 3) How many people receive message. 4) How far receiver is from sender. 5) How important it is for all the receivers to receive the message at the same time. 6) Cost of media 7) How important it is to have a written document 8) If the message requires discussion 9) How confidential the message is

Question 31

Explain factor of choosing communication method: message urgency.

Answer 31

If message is urgent, face to face conversation is better.

Question 32

Explain factor of choosing communication method: How confidential the message is

Answer 32

Confidential messages are best sent with letters.

Question 33

Explain factor of choosing communication method: The length and complexity of message

Answer 33

Written and permanent methods are better, as the receiver can read the information until they understand.

Question 34

Explain factor of choosing communication method: How many people need to receive message

Answer 34

If message needs to be sent to a lot of people, emails and letters may be used.

Question 35

Explain factor of choosing communication method:If the message requires discussion

Answer 35

Meetings, telephone call and video conferences are good for discussions.

Question 36

Explain factor of choosing communication method: How far away receiver is from sender

Answer 36

Methods vary on distance and factors like urgency.

Question 37

Explain factor of choosing communication method: How important it is for all the receivers to receive the message at the same time

Answer 37

Meetings and emails can be used.

Question 38

Explain factor of choosing communication method: Cost of media

Answer 38

Letters are more expensive, emails, texts, require equipment and regular payment to service providers.

Question 39

Explain factor of choosing communication method: How important it is to have a written document

Answer 39

Method must be written one.

Question 40

How many communication barriers can occur?

Answer 40

1) Problems with channel of communication. 2) Problems with senders and receivers. 3) Problems with physical environment.

Question 41

Causes of communication barriers

Answer 41

1) Problems with channel. 2) Problems between sender and receivers. 3) Problems with physical environment.

Question 42

Explain Cause of communication barriers: Problems with channel.

Answer 42

a. Wrong medium. b. Language may be too complex. c. Too much information. d. Channel is too long.

Question 43

Explain Cause of communication barriers: Problems between sender and receivers.

Answer 43

a. Lack of trust and respect. b. Demotivated employees. c. Poorly disciplined employees.

Question 44

Explain Cause of communication barriers: Problems with physical environment.

Answer 44

a. Too much noise. b, Distance between receiver and sender in face to face communication.

Question 45

Effects of communication barriers.

Answer 45

1) Tasks are not completed properly, reduces productivity and increases waste. 2) Level of employee motivation falls, less productivity. 3) Higher risk of accidents in the workplace. 4) Recruitment and selection problems. 5) Poor sales. 6) Damage to business reputation.

Question 46

Define: Communication media

Answer 46

Methods used to communicate a message.

Question 47

Define: Feedback

Answer 47

Receiver's response to a message.

Question 48

Define: Effective communication

Answer 48

Information passed down between two or more people or groups.

Question 49

Define: Two way communication

Answer 49

The receiver is allowed to respond to the message and the sender can also listen to the response.

Question 50

Define: Oral communication

Answer 50

Communication by speech in which can be done casually, one the phone or in meetings.

Question 51

Define: Written communication

Answer 51

Written forms of communication that are permanent.

Question 52

Define: Electronic communication

Answer 52

Communication done using an electronic media. Such as email.

Question 53

Define: Visual communication

Answer 53

Things like graphs, videos and photographs that allow one to take in information visually.

Question 54

Explain the use of written communication method: letter.

Answer 54

Used for formal communication between employees, shareholders and customers.

Question 55

Explain the use of written communication method: memorandum.

Answer 55

Only used inside the business.

Question 56

Explain the use of written communication method: agenda

Answer 56

An order to conduct a meeting.

Question 57

Explain the use of written communication method: job description

Answer 57

Written statement of what an employee’s job includes.

Question 58

Explain the use of written communication method: minutes of meeting

Answer 58

Written record of what was discussed in a meeting.

Question 59

Explain the use of written communication method: purchase order.

Answer 59

Official document which is sent to suppliers to request the delivery of raw materials.

Question 60

Explain the use of written communication method: invoice.

Answer 60

Official form of statement given to the customer requesting payment for goods the business has supplied.

Question 61

Explain the use of written communication method: company magazine.

Answer 61

Many businesses produce magazine for their employee or customers which may include information about the business’s products.