Communication

Question 1

What is communication

Answer 1

Communication is the imparting or exchanging of information by speaking,writing, or using some other medium

Question 2

Examples of visual communication

Answer 2

-Tables / Charts / Graphs
•Signs/ Maps
•Illustrations/demonstrations
•Pictures / Photographs
•Film

Question 3

In order for effective communication to take place what must it be ?

Answer 3

-Accurate & up-to-date
-Relevant & on time
-Presented in a form that the receiver understands
-Delivered in the most appropriate way
-Precise and as short as possible

Question 4

Why is Effective Communications important in terms of corporate image

Answer 4

Corporate image-customers can enjoy a positive relationship with the business

Question 5

Why is Effective Communications important in terms of workers and staff

Answer 5

Workers are better informed and better decision making takes place. Staff understand their roles and responsibilities better.

Question 6

Why is Effective Communications important in terms of staff motivation

Answer 6

Staff motivation improves leading to greater productivity and quality.

Question 7

Why is Effective Communications important in terms of the global world

Answer 7

Effective communication is essential when dealing with different cultures and languages

Question 8

Why is jargon and noise a barrier to effective communication

Answer 8

using language or abbreviations which are unfamiliar OR distractions make the message difficult to hear and understand.

Question 9

Why is too many people a barrier to effective communication

Answer 9

to achieve accuracy, communication needs to be given directly from the sender to the receiver.

Question 10

Why is the wrong channel/method a barrier to effective communication

Answer 10

complicated instructions would be better written down. If detailed instructions are given over the telephone for example, they may not be understood fully

Question 11

Why is an inefficient use of equipment a barrier to effective communication

Answer 11

electronic mail is an excellent means of communication, but its benefits are lost if, for example, the receiver does not open the mailbox regularly

Question 12

Why are delays a barrier to effective communication

Answer 12

communication should be as immediate as possible

Question 13

Why is poor communication a barrier to effective communication

Answer 13

information may be lost or misunderstood if the quality of the reproduced message is poor.

Question 14

Why is timing a barrier to effective communication

Answer 14

information may be received about available goods or available services at a time when the receiver is not interested.

Question 15

Why is poor feedback a barrier to effective communication

Answer 15

if the receiver gives some feedback, it acts as proof that the message has been understood.

Question 16

Why is language a barrier to effective communication

Answer 16

They may speak in a different language and local dialect.

Question 17

Why is cultural difference a barrier to effective communication

Answer 17

A message may be lost between countries due to cultural differences

Question 18

Why are physical disabilities a barrier to effective communication

Answer 18

Problems such as hearing problems or speech difficulties

Question 19

What are consequences of poor communication

Answer 19

Mistakes - poor communication can reduce quality and increase costs
Confusion - poor communication may frustrate customers and reduce sales, as customers’ needs are not being met
Poor Reputation - the business will become known for making mistakes and confusing customers
Low Efficiency
Low Morale/Loss of staff
Decreased productivity, leading to loss of profits and business

Question 20

What are the 4 types of business document

Answer 20

Reports
Letter
Agenda
Minutes

Question 21

What is a report

Answer 21

A report is a business document with detailed written information on a business activity etc. It is formal in nature and format is structured.

Question 22

What is a business letter

Answer 22

A business letter is used to communicate formally with customers / employees / suppliers etc. It is usually word processed on letter headed paper.

Question 23

What is an agenda

Answer 23

An agenda is sent to those attending a formal meeting before the meeting starts. It contains a list of topics to be discussed at the meeting. The meeting then follows this structure when it takes place

Question 24

What is a business letter

Answer 24

A business letter is used to communicate formally with customers / employees / suppliers etc. It is usually word processed on letter headed paper.

Question 25

What will an agenda detail

Answer 25

Date of meeting Time of meeting Location of meeting Attendees Minutes of last meeting Matters arising Topics listed for this meeting AOB Date of next meeting

Question 26

What are minutes

Answer 26

Minutes are a word processed record of the discussions, decisions and actions taken in a meeting. They are formal in nature and keep as a record of what has happened for future reference.

Question 27

What might minutes include

Answer 27

-Date -and apologies -Previous Attendees & minutes passed or amended of last meeting -What discussions took place -Decisions made -Actions which need to take place -Date/time/location of next meeting

Question 28

What ways do business communicate digitally

Answer 28

Social Media Websites Intranet Video Conferencing Voice Over Internet Protocol (VOIP) Email

Question 29

What is social media

Answer 29

Websites and applications that enable users to create and share content or to participate in social networking. E.g facebook, instagram, x

Question 30

Advantages of social media

Answer 30

Connecting – business are now posting information on their products or services via social media as a way of connecting with their customers. Speed – businesses can post messages instantly etc to their customers Advertising – businesses can post offers, promotions, competitions so that customer can like/ share / follow. Which advertises the company to their friends etc. Greater way to market their product to the world Time – social media can be accessed 24/7 so customers can visit and see what is happening / find out information etc Contact – to join social media you need to provide some personal information which makes it easier for businesses to communicate and target customers

Question 31

Disadvantages of social media

Answer 31

Information Overload – too much information being passed on / offers etc that customers can be switched off Competition – it is much easier for customers to compare your prices / offers etc with rival businesses Negative Comments – customers can make negative comments which are untrue or unfair Privacy – businesses lose their privacy

Question 32

What is a website

Answer 32

A website is a connected group of web pages with a common domain name, usually maintained by one person or organisation

Question 33

Advantages of a website

Answer 33

Can sell and advertise your product 24/7 Can communicate with a wider audiences/customer base No need to communicate face-to-face, no need for high street premises More information about the business can be communicated to customer Commination can be instant if required Communication can be via videos / demonstrations Costs – instruction manuals downloadable rather than having to print etc

Question 34

Disadvantages of a website

Answer 34

Cost to construct / maintain / security the website Website Optimisation – your business can get lost in the vast amounts of websites available unless you use a lot of money to promote it Cost of staff / warehouse to run an online business

Question 35

What is an intranet

Answer 35

An intranet is a private network of an organisation internet technology. An intranet is meant for the exclusive use of the organisation and its employees.

Question 36

Advantages of an intranet

Answer 36

Intranet is an easy, economical and fast way of communica­tion within a business Reduces travel as employees can communicate via the intranet without having to travel from branch to branch etc Intranet permits easier employee com­munications Instant information - Once information is stored by one employee, it is available to all employees who have access

Question 37

Disadvantages of an intranet

Answer 37

The intranet exposes corpo­rate information to the risk of loss of privacy and even unauthorised access Due to the easy of sharing information, the amount of emails may increase and pile up quickly, putting pressure on staff Less interaction between staff leading to isolation of staff within the business

Question 38

What is video conferencing

Answer 38

Video Conferencing is a system by which many computer users can communicate with each other all at the same time using webcams over the internet.

Question 39

Advantages of video conferencing

Answer 39

Reduce costs – no need for expensive travel Reduced carbon footprint Save time – no time wasted in travel Can link to anyone in the whole at any time

Question 40

Disadvantages of video conferencing

Answer 40

Cost of equipment – high initial cost of the equipment required Reliant on internet speed – connectivity speed may cause break ups in sentences Less personal - takes away the face-to-face communication in the one place

Question 41

What is a voice over internet protocol (VOIP)

Answer 41

Voice over Internet Protocol (VoIP) is a protocol for transmitting the human voice in digital form over the  Internet or other networks as an audiostream, instead of using traditional telephone lines

Question 42

Advantages of VOIP

Answer 42

Cost – calls made via the internet no telephone needed, usually cheaper than normal phone call especially long distance calls, some even free Easy to send documents - with VoIP, you can send large documents, videos and pictures to any contact using the included VoIP software. Low Initial Investment - To get started, you only need your existing Internet connection, a free VoIP software and a microphone (if not built in) start-up costs are negligible. Flexible – more flexible than telephone and generally better quality. No geographical constraints – you can carry it with you everywhere

Question 43

Disadvantages of VOIP

Answer 43

Needs a good broadband connection VoIP calls over computers or mobile devices may suffer from performance issues in case of poor hardware. A slow computer, for example, can affect your ability to load VoIP software, make calls and multi-task during calls.

Question 44

What is email

Answer 44

A system for sending and receiving messages electronically over a computer network.

Question 45

Advantages of email

Answer 45

Convenient - quick to send Can send 24/7 - person doesn’t need to be available to receive it Saves time - can send to multiple recipients at once Cost – relatively cheap to send compared to posting letters Better for the environment – no waste of paper Permanent copy – there is a copy which can be used for reference compared to a telephone call

Question 46

Disadvantages of email

Answer 46

Time consuming – it can take a long time to read all emails and not all relevant Information overload – a lot of emails sent which are not necessary Spam – you can receive a lot of nuisance emails Viruses – email can spread viruses easily Expectations – people may not read their email regularly

Question 47

Advantages of the impact Digital Technology has on Business Communication

Answer 47

Enhanced quality / professional appearance Enhanced circulation / keeping everyone up-to-date Better decision making due to more up-to-date material Faster production Better use of resources / material can be altered and edited Corporate Image – the public image of the business is enhanced Internet has a vast range of materials and resources available to any business. Benefits of email, 24/7 websites, help desk, 24/7 assistance Availability of intranet / social media / video conferencing Advertising much easier and less costly via digital technology Business instantly reachable via apps, social media, websites etc Businesses can communicate globally in an instant via VoIP etc

Question 48

Disadvantages of the Impact Digital Technology has on Business Communication

Answer 48

Health and safety /ICT users may suffer from eye strain, backache etc Capital costs – business have to spend a lot of money to install the new technology Training costs – employees need to be trained or retrained Information overload – which can result in customers / employees switching off Reliance on technology – if the technology breaks down or you can’t connect to wifi the technology will not work Hacking – the possibility of customer and employees personal data / bank details being stolen

Question 49

What is internal communication

Answer 49

Consists of messages that are sent between people or groups that work for the same business

Question 50

What is external communication

Answer 50

Refers to messages that are sent to people who do not work within the business.