chapter 9 - internal & external communication

Question 1

definition of:

communication

Answer 1

transferring of message from sender to receiver, who understands the message

Question 2

process of effective communication

Answer 2

transmitter -> medium of communication -> receiver -> feedback

Question 3

types of communication

Answer 3

• external
• internal
• vertical
• horizontal
• informal
• formal

Question 4

definition of:

internal communication

Answer 4

communication happens between members of the same organisation

Question 5

definition of:

external communication

Answer 5

communication happens between the organisation and other organisations

e.g. supplier, customers, advertising to public

Question 6

why is external communication important?

Answer 6

it affects the efficiency and image of the business; if wrong info passed, supplier sends wrong material, affect production process, customer won’t get products

Question 7

different ways of communicating

Answer 7

• verbal
• written
• visual

Question 8

explain verbal communication

Answer 8

• one to one talk
• video conferences
• telephone convo
• meetings

Question 9

advantages of verbal communication

Answer 9

• message can be enforced through body language, expression and tone
• immediate feedback
• info transferred quickly

Question 10

disadvantages of verbal communication

Answer 10

• not appropriate for storing accurate and permanent info

- don’t know if everyone is listening or understands

Question 11

explain written communication

Answer 11

email, letters, faxes, notices

Question 12

advantages of written communication

Answer 12

• can be used as hard evidence to solve any disputes in the future
• cheap and quick
• detailed information

Question 13

disadvantages of written communication

Answer 13

• no body language to enforce message
• takes long to receive feedback; don’t know if message is transferred
• not sure if message is understood

Question 14

explain visual communication

Answer 14

films, posters, charts

Question 15

advantages of visual communication

Answer 15

• info visually appealing; encourage and engages people to look
• clear message written; with pics

Question 16

disadvantages of visual communication

Answer 16

• no feedback

- some may be not understood; charts and graphs

Question 17

direction of communication

Answer 17

• upwards (from subordinates to managers)
• downwards (from managers to subordinates)
• horizontal (same level of management)

Question 18

definition of:

barriers of effective communication

Answer 18

if one of the parts of the process of effective communication fails, it becomes a barrier to effective communication which can result in serious consequences to business

Question 19

problems with sender

Answer 19

• language to difficult to understand
• sends to the wrong receiver
• speaks too quickly
• messages too long, misunderstood main points

Question 20

problem with medium

Answer 20

• wrong medium used
• message distorted after long chain
• message may be lost
• breakdown of medium

Question 21

problems with receiver

Answer 21

• might not trust or like the sender; unwilling to act upon message
• not listening/ paying attention

Question 22

problems with feedback

Answer 22

• no feedback given

- feedback received too slowly and may be distorted