UNIT 2: Chapter 13. Business Communication Flashcards
Def. Effective communication
The exchange of information between people or groups, with feedback.
What are the features of effective communication? (3)
- Clear message
- Appropriate medium
- Feedback to confirm receipt and understanding
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
Def. Communication media
The methods used to communicate a message
What are the four communication methods?
- Oral communication
- Written communication
- Electronic media
- Visual communication
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
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
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
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.
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
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
Def. Communication barriers
Reasons why communication fails
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
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
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
