UNIT 2: Chapter 13. Business Communication Flashcards Preview

Business Studies A2 Levels > UNIT 2: Chapter 13. Business Communication > Flashcards

Flashcards in UNIT 2: Chapter 13. Business Communication Deck (21)
Loading flashcards...
1

Def. Effective communication

The exchange of information between people or groups, with feedback.

2

What are the features of effective communication? (3)

• Clear message
• Appropriate medium
• Feedback to confirm receipt and understanding

3

Why is effective communication important? (5)

• When staff are encourage to participate in discussions -> better staff motivation -> better productivity
• Better solutions for issues
• Higher speed for decision making
• Reduces the risk of errors
• Effective coordination between departments

4

Def. Communication media

The methods used to communicate a message

5

What are the four communication methods?

• Oral communication
• Written communication
• Electronic media
• Visual communication

6

Oral communication:
Examples
Strengths (3) and Weaknesses (3)

Examples: Conversations, Interviews, Meetings.
Strengths:
• Direct and quick
• Can be questioned right away
• Allows the use of body language

Weaknesses:
• Affected by noise
• No permanent accurate record
• Can be quickly forgotten

7

Written communication:
Examples
Strengths (3) and weaknesses (3)

Examples: Letters, memos, reports, minutes.
Strengths:
• Permanent record
• Easy to distribute
• More structured

Weaknesses:
• No body language
• Feedback is slower
• Costly and time consuming

8

Electronic media:
Examples
Strengths (3) and weaknesses (4)

Examples: Email, Video conferencing
Strengths:
• Fast
• Encourages responses
• Ignores boundaries

Weaknesses:
• Requires staff training
• Reduces social contact
• Security issues
• Information overload

9

Def. Information overload

So much information and so many messages are received that the most important ones cannot be easily identified and quickly acted on - most likely to occur with electronic media.

10

Visual communication:
Examples
Strengths (3) and weaknesses (3)

Examples: Diagrams, Pictures, Charts presented on white boards or projections.
Strengths:
• More interactive
• Often easier to remember
• Demands attention

Weaknesses:
• Not always clear
• Requires constant full attention
• Interpretations by receivers can vary

11

What are the factors that influences the choice of appropriate media? (5)

• The importance of written evidence
• The advantages from staff input by having 2-way communication
• Costs
• Speed
• Quantity of data communicated

12

Def. Communication barriers

Reasons why communication fails

13

What are the three broad reasons for communication barriers?

• Failure in one of the stages of the communication process
• Poor attitudes of either the sender or the receiver
• Physical reasons

14

The specific reasons for failure in one of the stages of communication

• Inappropriate medium: e.g. Technical language explained over the phone
• Receiver forgot
• Channel of communication is too long -> distorted message

15

The specific reasons for poor attitudes of either the sender or the receiver

• The sender is not trusted (maybe because of previous misleading messages)
• Unmotivated and alienated workers
• Intermediaries who don't pass on the message

16

The specific reasons for physical reasons

• Noise against oral communication
• Geographical distance - time zones or language

17

Def. Formal communication networks

The official communication channels and routes used within an organisation.

18

What are the types of formal communication networks?

• The chain network
• The vertical network
• The wheel network
• The circle
• The integrated or connected network

Look at pg.232-234 for the details and pictures

19

Link between motivation and effective communication

• Motivation -> effective communication
Because motivation -> better attitudes at listening and responding -> Better communication
• Effective communication -> motivation
Effective communication -> Staff will feel involved -> Staff have been delegated some power -> motivation

20

Def. Informal communication

Unofficial channels of communication that exist between informal groups within an organisation

21

Benefits and drawbacks of informal communication:

Benefits:
• Creates social cohesion
• Test reactions of employees through leaking information and evaluate response
• Can help clarify official messages

Drawbacks:
• Wastes working time
• May spread rumours that can lead to insecurities
• May create groups that can go against managers