Communication

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What is the most popular form of informal communication?
Face to face
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What are the four main methods of communication?
Verbal, written, electronic and visual
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Three forms of verbal, written and electronic communication
Verbal - phone, teleconferencing, face to face Written - letters, flyers, noticeboards Electronic - email, text, video conferencing
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Two advantages of written communication
Permanent record and easy to understand
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Two advantages of verbal communication
Can see body language and immediate feedback and low cost
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Two advantages of electronic communication
Low cost and fast
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Two disadvantages of written communication
Not immediate feedback and waste of paper
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Two disadvantages of verbal communication
May not understand what is being said and message could get distorted so message wont get passed on correctly
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Two disadvantages of electronic communication
Reliant on the internet and digital divide
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Difference between informal and formal communication
Informal communication is not passed through the official channels of the business and formal is
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What is external communication?
Communication that happens with organisations outside the business e.g. customers and suppliers
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What is internal communication?
When business communicate within the people in a business e.g. at meetings
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What are the benefits of good internal communication?
The staff will become motivated to work harder and this will mean more sales and business for the organisation
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What are the benefits of good external communication?
The customers will be pleased with the business and return, resulting in more sales
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What are the effects of poor internal communication?
The staff may become demotivated and underperform, resulting in loss of sales
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What are the effects of poor external communication?
Customers may feel like the business has been rude and so will not return
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Four consequences of poor communication within a business
Lower motivation, loss of sales, decreased innovation, workplace collapse
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Difference between non urgent and urgent communication
Urgent communication requires immediate attention whereas non urgent communication doesnt
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Difference between confidential and non confidential communication
Confidential communication is communication that can't be disclosed to another person however non confidential communication can be
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Five reasons why communication is not always effective in the workplace
Jargon, accents, passed through grapevine so not always effective, people may not hear the information correctly, message will become distorted
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What is video conferencing?
Video conferencing is the use of telephone links to set up television and video networks which allow people in different parts of the world/country to talk to one another face to face.
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What are the advantages and disadvantages of video conferencing?
Advantages - fast, 24/7, can communicate with people all over the world Disadvantages - network errors, time zones, may not hear people correctly, digital divide
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What documents should you produce before having a formal meeting?
Agenda, memo
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What is an agenda?
An agenda is a list of items to be discussed in a meeting. The last item on an agenda is usually AOB – this stands for Any Other Business, and gives people a chance to raise issues that were not on the agenda.
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Why is an agenda important?
So that the meeting does not go off track and all of the topics that need to be discussed are there
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What information are you likely to find on an agenda?
The purpose of the meeting and important topics such as - targets that the business are setting, and its aims and objectives
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What are minutes?
Used internally for referencing purposes and to illustrate points and issues raised in a meeting. Minutes will state the name of the group that is attending and the date, time and location of the meeting with a list of whose attending.
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Why are minutes important?
Because they are evidence of what was said at the meeting that was held
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What is e-commerce?
This is trading in products or services using computer networks, such as the internet.
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Three benefits of using e-commerce
Fast, 24/7, don't have to go to a shop
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Three reasons why a business may not use e-commerce
Fraud, digital divide, network errors
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Five methods an organisation can use to communicate externally with their customers and advertise their business
Newspaper, website, local radio, shop windows, magazines
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Two methods an organisation can use to communicate internally with employees
Noticeboard and memo
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Why is a website a useful and effective method for a business to communicate with its customers
Global, 24/7, fast
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What are the disadvantages of a using electronic communication to communicate with customers?
Digital divide, network errors
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Five benefits a business may gain from using the internet
Global sales potential (more money), physical premises not required, quick, cheaper, network opportunities
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What are the features of a database?
Stores data in one place, provides user interfaces, creates backup
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Advantages of storing information in a database file
Can store a lot of data, fast, accessed 24/7
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Disadvantages of storing information in a database file
Could get a virus meaning the information would be deleted, hackers, reliant on the internet
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A business letter sent which ends with the words yours sincerely would begin with the words...
Dear Miss Smith (if you know their name)
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To send a brief note within the company you would use a
Memorandum
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If information was recorded incorrectly onto a database bu an employee, state two consequences this may have on customers and the business?
1. Loss of sales 2. Passed on wrong
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Two advantages and two disadvantages of using a mail shot
Advantages - gets to a lot of people, increase brand awareness Disadvantages - costs a lot of money, bad for the environment
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Two advantages and two disadvantages of using a trade magazaine
Advantages - new customers, make trade with more people Disadvantages - cost of testing, regional tesing
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Other cards in this set

Card 2

Front

What are the four main methods of communication?

Back

Verbal, written, electronic and visual

Card 3

Front

Three forms of verbal, written and electronic communication

Back

Preview of the front of card 3

Card 4

Front

Two advantages of written communication

Back

Preview of the front of card 4

Card 5

Front

Two advantages of verbal communication

Back

Preview of the front of card 5
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