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Multi-choice (13) True or False (14) Short Answer (13) Short Answer (14)
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Chapter 13 & 14
A small business owner issuing a written instruction to employees via email is an example of
A. external, lateral, formal communication.B. external, downward, formal communication.C. internal, downward, formal communication.D. internal, upward, informal communication.
Return to questions
C
Management has the least control over A. formal channels of communication.B. informal channels of communication.C. semi-formal channels of communication.D. external communication.
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B
A business letter to a supplier is an example ofA. external, non-verbal communication.B. external, verbal communication.C. internal, non-verbal communication.D. internal, verbal communication
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B
The correct order of events for an instance of effective communication is
A. transmission of a message followed by decoding and then feedback.B. feedback followed by transmission then decoding.C. transmission of message followed by feedback and then decoding. D. feedback followed by decoding and then transmission of the message.
Return to questions
A
6. Body language…
A. is less important than what is actually said during a conversation.B. is more significant than what words are spoken during a conversation.C. is an example of verbal communication.D. is used a lot by radio presenters.
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B
Barriers to effective communication act to hinder the receiving and correct interpretation of messages.
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True
Filtering involves putting up a barrier in order to prevent any communication occurring
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False
Selective perception can result in two people interpreting the same message in entirely different ways.
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True
In small business it is increasingly important to communicate the expected standards of ethical behaviour to staff.
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True
Open questions are best asked in order to clarify whether a person has received a message correctly.
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False
Suggest why the following circumstance is likely to result in an instance of ineffective communication:
A teacher reprimands a student with a smile on his face.
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Body language is opposite to verbal message transmitted.
Suggest why the following circumstance is likely to result in an instance of ineffective communication.
An important memo is left on a desk already piled up with papers.
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An important memo left on a desk where it is lost will result in ineffective communication as it is likely that the message will not get to the
recipient.
Suggest and then justify an effective method of communicating the following message.
A professional business image to potential clients/customers.
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A professional image can be conveyed via staff uniform, decor, use of colour, etc.
Suggest and then justify an effective method of communicating the following messages.
A large and complex order to a supplier
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A large and complex order should be conveyed via written communication so there is clear evidence and a permanent record of what is required.
Explain what the following statement means:
‘Oral communication is always verbal; however verbal communication is not always oral.’
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Verbal communication is any communication that involves the use of words and can be both written and spoken. Oral communication refers to the spoken use of words – there is no written component.
Identify and describe the type of communication barrier or barriers that occur in the following example
Stephanie places a large and complicated order for her business whilst at the same time checking her emails.
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Inappropriate medium, explain
Identify and describe the type of communication barrier or barriers that occur in the following example.Mathew disciplines a staff member for poor performance by leaving a voicemail message.
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Inappropriate medium, explain
‘Businesses are increasingly expected to adopt and demonstrate ethical and socially responsible
behaviours and activities. They then need to communicate these effectively to both internal
and external stakeholders.’
Describe how ethical and socially responsible expectations may be communicated effectively to employees and clients/customers.
Return to questions
Written policies and procedures, modelling appropriate behaviours and publicity campaigns are all ways of communicating this information to stakeholders.
‘Businesses are increasingly expected to adopt and demonstrate ethical and socially responsible behaviours and activities. They then need to
communicate these effectively to both internal and external stakeholders.’
Explain why expected ethical and socially responsible behaviours must be communicated to employees.
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Employees must know what is expected and accepted in order to ensure consistency of behaviours and actions from all.
‘Businesses are increasingly expected to adopt and demonstrate ethical and socially responsible behaviours and
activities. They then need to communicate these effectively to both
internal and external stakeholders.’
Explain why expected ethical and socially responsible behaviours must be communicated to clients/customers.
Return to questions
Clients and customers must be informed of the ethical and socially responsible actions of a business as this will improve the public image and reputation of the business.
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