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Business management - communication
Terms in this set (49)
What is communication?
Communication is the exchange of information between people; the sending and receiving of messages.
What are objectives?
Business objectives state what an organisation expects to achieve over a set period.
What are strategies?
Strategies are the actions that an organisation takes to achieve its specific objectives.
What are stakeholders?
Stakeholders are individuals or groups with an interest in the future growth and success of the business. For example, shareholders, managers, employees, customers and suppliers all have a vested interest in the success of a business.
What are internal communications?
Internal communications are those that take place within the business.
What is formal communication?
Formal communication involves making use of the official communication channels of a business.
What is sideway communication?
Sideway communication involves the flow of information between people of similar status or position.
What is informal communication?
An informal communication channel involves the business making use of unofficial means of exchanging information.
What is the grapevine?
The grapevine is the unofficial and informal communication system which is superimposed on the formal network.
What is external communication?
External communication is concerned with how a business communicates with and is viewed by other businesses and stakeholders outside the business.
What is persuasion?
Persuasion is presenting a message in a manner that causes someone else to support it.
What is verbal communication?
Verbal communication is the written or oral use of words to communicate.
What are written communications?
Written communications are used by managers to pass on ideas and information inside and outside a business.
What are electronic bulletin boards?
Electronic bulletin boards are display screens placed in foyers, lobbies and offices that present information direct from head office management.
What is oral communication?
Oral communication involves direct word-of-mouth contact.
What is nonverbal communication?
Nonverbal communication is any message that is not written or spoken.
What is body language?
Body language is the use of gestures, facial expressions and posture to communicate.
Visual communication is the use of symbols to communicate.
A brand symbol or logo is a graphical representation that identifies a business product.
What are barriers?
Communication barriers are anything that distorts or interrupts the message and its meaning.
What is ethical communication?
Ethical communication means that the information conveyed meets our standards of what we consider right or acceptable behaviour.
What is active listening?
Active listening aims to produce trust and cooperation and involves the listener remaining silent, but paying close attention to the mood and words of the speaker. The active listener may later paraphrase the speaker's message and describe the speaker's mood.
What is filtering?
Filtering occurs when a sender manipulates information so the receiver will see it more favourably.
What is information overload?
Information overload is an excess of information causing the reader to become overwhelmed and confused.
What is perception?
Perception is the process through which people select, organise and interpret information to create meaning.
What is effective communication? Why is it important?
Effective communication occurs when the message received and understood is the same as the sender intended the message to be. The best way to make sure that there has been no breakdown in communication is to seek feedback. Without effective communication the most carefully detailed plans and brilliant strategies will most probably fail.
Benefits of effective communication?
- Establishes and maintains a customer base
- Improves employee satisfaction
- Assists in solving problems
- Makes clear the business objectives
- Fewer production errors
- Builds positive relationships with stakeholders
Effective communication can increase business success because?
- Customers start to identify with a business and the products or services it offers, leading to increased sales.
- Suppliers are more likely to supply stock on time, enabling the business to meet its production targets
- Shareholders become increasingly confident of the business plan and future performance
- The community develops a positive image of the business.
- Essential for the long-term survival of the business.
Link between objectives and strategies?
A business might have the objective of producing a new, more competitive product. The strategy would be to spend more on further research and development of the product. This objective and strategy could be communicated to employees by senior management through such methods as a presentation, a memorandum or email, postings on the business's intranet, or a combination of these.
A supplier is an external stakeholder that a business must communicate with. It is very important that good communication is maintained with suppliers as they provide the goods and services that are necessary for a business to operate. This might mean having regular meetings with suppliers and clearly explaining the needs of the business.
Communication to customers?
Every business wants to communicate information to its customers about itself and its products. To achieve this, a variety of physical and symbolic messages can be used. A retail store will use, for example, store layout, displays, atmosphere, signage and image to convey a message to its customers.
Type and purpose of internal communication?
1. Provide information
2. Gather information
3. Share ideas
4. Clarify issues
5. Get to know people
7. Appraise employee performance
Type and purpose of external communication?
1. Improve customer service
2. Public relations
3. Confirm arrangements
4. Give instructions
5. Provide information
Advantages of written communication?
- There is a permanent record of the message.
- More time can go into its preparation and proofreading, ensuring greater accuracy.
- Information can be easily distributed to a wide audience.
- Complex information can be read and re-read.
- Visuals can be embedded in the text to provide clarification.
Disadvantages of written communication?
- Feedback is often slower and/or difficult to receive.
- The message has an impersonal nature.
- Preparation is time consuming.
- It is relatively expensive to print and distribute.
- Information overload occurs as a result of increased paperwork.
- Forgery is possible.
Advantages of oral communication?
- Feedback is instantaneous.
- Nonverbal gestures may reinforce the spoken message.
- It is quick and usually accurate.
- Voice tone can be used to stress important points.
- It allows for the personal touch.
- Messages can be 'off the record' and 'private'.
Disadvantages of oral communication?
- Usually, no permanent record is kept.
- Confusion can occur when messages are not clear.
- It can be time consuming.
- It requires effective listening skills.
- Nonverbal gestures may give an opposite meaning.
- It is difficult to distribute to a wide audience.
Why is body language important?
Usually, body language conveys a more powerful message than spoken or written communication. This can result in contradictory messages being intentionally or unintentionally given
Main forms of verbal communication?
1. Written: Letter, email, report, social media.
2. Oral: Meeting, interview, telephone.
The main forms of nonverbal communication?
1. Body language: Facial expressions, gesture, posture.
2. Visual: Brand symbol, logo, poster.
Advantages of body language communication?
- It reinforces the oral message.
- It bypasses language barriers.
- It is a powerful tool for handling serious and sensitive situations.
Disadvantages of body language communication?
- It can complicate oral communication by giving contradictory messages.
- People can be unaware of body language implications.
- It can be misinterpreted.
Advantages of visual communication?
- It reaches a large audience.
- It is often easier to remember.
- It readily gains people's attention.
- It does not rely on language skill to communicate the message.
Disadvantages of visual communication?
- It can be expensive, especially if technological equipment is used.
- It does not contain a lot of information.
- Possible confusion can occur as a result of the proliferation of so many symbols.
Audiences can be management teams, employees, customers, shareholders, suppliers or the wider community. Each group requires messages specifically tailored to their relationship to the business, their understanding and their needs.
Barriers to effective communication include language problems, misunderstanding what is really meant, an improper attitude, giving too much information, filtering, cultural differences, perception and the physical environment.
Choosing a method of communication?
Managers must choose the most appropriate method of communication to match the situation. An important task for managers is to select and mix appropriate methods of communication in order to achieve maximum impact.
The way a business communicates with its staff, customers, shareholders and suppliers must be ethical. Communication should be open, transparent and completely honest. There are laws that affect the ways businesses communicate. Businesses also need to make sure that their communication is legal.
Unethical communication can often involve?
1. plagiarism — copying another person's work, having someone else do the work for you, taking another's research or creation and claiming it as your own
2. making false, exaggerated or misleading statements to or about others, or inventing false stories about your own achievements
3. misusing communication channels, such as using business email or Facebook inappropriately.
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