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