Chapter 16 (The Importance Of Good Communication In Business)
Where are reports use and what are their features?
Reports are used to communicate important information in a formal manner, they include precise information which managers in business can use to make decision but the disadvantages is that it takes time to research about the data needed.
What are communication channels?
Routes along which information might travel in business
What is the one disadvantage of email?
Since people at work get so many emails and they might miss or ignore the email.
What is informal communication?
Use of non-approved channel when communicating which is usually done on grapevine meaning they usually passed on through gossips and rumors.
What is face to face communication and some examples of it?
f-t-f communication is where the spoken information is exchanged by people who can see each other. Examples are: - Interviews Training sessions - Presentation to investors about the financial progress - Dealing with customers behind counters
What are letters and what is their advantage and disadvantage?
Letter are most common and flexible way of sending written message as they can send to certain different people. They provide record of information. However, the disadvantage is that writing letters can take time and some employees might have relatively poor writing skills.
What is the advantage and disadvantage of using noticeboard?
Noticeboards are cheap to use and information can be pass on to large number of people but sometimes messages can be messy and overlooked. They are exposed to abuse.
What is upward communication?
Passing messages from bottom of the organization to those at the top.
What is downward communication?
Passing messages from the top of organization to the ones at the bottom.
What can poor communication result?
Poor communication can reduce efficiency and profitability. Due to poor communication: - Mistakes can occur - There can be delays in decision making - Employees motivation suffer - The cost rises.
What does video and tele conferencing allow?
It allows people in different locations to have face-to-face communication.
What are the ways of electronic communication?
- Emails - Internet - Mobiles phones - Social media - Intranets - Video and tele conferencing - Public address system Electronic notice board
What are some examples of informal groups in business?
- Employees who meet outside work - Family and close friend who works at different department - Employees who started and trained together
Why upward communication is helpful?
- It helps manager to understand the views and need of subordinates - Managers may become more aware of the problems - Helps staffs feel that they are valued. - Provide managers with information to make decisions
What are methods of written communication?
- Letters - Reports - Memorandum - Form - Notice boards
What can poor internal communication result?
- Mistakes - Delays in decision makings - Staff motivation suffer - Cost rise
Why downward communication is important?
- Subordinates look to their managers for guidance and leadership - It allows decisions made by management to be carried out by the employees - It allows manager to control and command
What are the ways business can use internet?
- To display their products with price tags - To allow customers to buy with credits - To know information about potential supplier - To display general information and history about the company - To get information about the rival business - To promote jobs to internal or external - Use for customers queries
What can poor external communicaton result?
- damage image of the company - cost money - damage relation with customers and suppliers
What are advantages and disadvantages of face to face communication?
Advantages - Allows Immediate feedback - Encourage cooperation - Generate new ideas - Saves times Disadvantages - Negative body language can act as barrier - The message might not be recorded - Some people may not be listening - Limit to number of people reach - Non relevant information might included
What is intranet and what is its advantage?
An intranet is where all the computers in particular department or organization are linked together, advantage of this is that, since they are private, so, it has less chance to be attacked by malwares and hacker and changes made to information can be updated instantly and be available to everyone.
What is formal communication?
Communicating by using recognized channels.
What is internal communication and some examples of internal communication?
Communication between people inside the business - Manager giving warning to subordinate for repeated lateness - A board meeting where directors are discussing about the business performance.
What is external communication and some examples of external communication?
Communication between the business and those outside such as investors, customers and authorities. - Statement announce from a company to the public. - Business getting feedbacks from the customers.
What is horizontal communication?
Exchange of information between parties on the same level in the organization hierarchy.
What are forms used for and some examples?
Forms are used to communication routine information, some examples are applications form for collect information for jobs applicants and claim forms for expenses.
Where is internet used?
Internet can be used in both internal and external communication in business
Why are mobile phones useful in communication?
They are especially useful when employees work away from office or move around frequently. Their accessibility to text messages, access to internet and send images make them more useful
What are memorandums used for?
They are only used for internal communication and often used to remind people of events, confirm telephone conversation and pass on simple instructions.
Where is PA system used?
They are used to pass on information to staffs or customers, the way it work is messages are broadcast over the loudspeaker system for everyone to hear.
Why letters are considered flexible?
They can be sent to different people.
How are electronic notice boards used?
They pass on information to employees and visitors using visual display units located around the business.
What is one way business use to connect to customers?
They use social media to communicate with customers.