Business Management Chapter 9
19. Communication barriers
Are anything that distorts or interrupts the message and its meaning
11. Electronic bulletin boards
Are display screens placed on foyers, lobbies and offices that present information direct from head office management
2. Stakeholders
Are individuals or groups with and 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
3. Internal communication
Are those that take place within the business. For example between employees, between a manager and a supervisor, or between the owners of the business
10. Written communications
Are used by managers to pass on ideas and information inside and outside a business
6. Grapevine
The grapevine is the unofficial and informal communication system which is superimposed on the formal network.
24. Ethical communication
Means that the information conveyed meets our standards of what we consider right or acceptable behaviour.
20. Filtering
Occurs when a sender manipulates information so the receiver will see it more favourably
16. Brand symbol or logo
Is a graphical representation that identifies a business product
21. Information overload
Is an excess of information causing the reader to become overwhelmed and confused
13. Inverbal communication
Is any message that is not written or spoken
7. External communication
Is concerned with how the business communicates with and is supervised by organisations and people outside the business
1. Communication
Is the exchange of information between people; the sending and receiving of messages
22. Perception
Is the process through which people select, organise and interpret information to create meaning
14. Body language
Is the use of gestures, facial expressions and posture to communicate
15. Visual communication
Is the use of symbols to communicate
9. Verbal communication
Is the written or oral use of words to communicate
17. Model
A model is a simplified version of reality
23. 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.
5. Informal communication
An informal communication channel does not formally follow the hierarchical organisation chart
18. Media richness
Describes the ability of a communication method to best convey a message
8. Persuasion
Great communicators are able to persuade peers and employees to accept and support their ideas, rather than simply giving orders.
12. Oral communication
Involves direct word-of-mouth contact
4. Sideway communication
Involves the flow of information between people of similar status or positions