Business Communication (A Level) (Cambridge (CIE) A Level Business): Flashcards
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Define communication.
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Cards in this collection (68)
Define communication.
Communication is the successful transfer of messages between sender(s) and receiver(s).
Define internal communication.
Internal communication is the exchange of messages between two or more members of the same organisation.
Why is internal communication needed for coordination?
It ensures that departments such as marketing, operations and finance are aligned and working together effectively.
True or False?
Internal communication is only needed to pass instructions down to staff.
False.
Internal communication is also needed for motivation and morale, decision-making, performance management and problem-solving.
Define external communication.
External communication is the exchange of messages between an organisation and external stakeholders such as customers, suppliers or investors.
Providing accurate financial and strategic information to shareholders helps to build investor ________.
Providing accurate financial and strategic information to shareholders helps to build investor confidence.
How does external communication support legal and regulatory compliance?
It ensures the business meets its legal obligations by responding to government or legal bodies.
Define effective communication.
Effective communication ensures that clear messages are sent, received, understood and acted upon in the way intended.
Communication should be clear, appropriate to the context, sent to the correct receiver and ____, containing only the required amount of detail.
Communication should be clear, appropriate to the context, sent to the correct receiver and timely, containing only the required amount of detail.
True or False?
Good communication can lower a business's operational costs.
True.
Good communication avoids misunderstandings and delays, so the business operates more efficiently and reduces unnecessary expenses.
How does good communication clarify roles and expectations?
Everyone knows their responsibilities, which increases accountability and helps teams work more productively.
True or False?
Sending as many messages as possible always improves communication.
False.
Too many messages cause communication overload, which can harm employee wellbeing and retention, so managers must control the volume.
How can good communication support growth and innovation?
When communication flows well, a business can spot and act on new opportunities quickly, such as launching new products or entering new markets.
Define spoken communication.
Spoken communication is the process of sharing information using the voice, either face-to-face or through devices such as phones or video calls.
What helps to convey the meaning of a message delivered by voice?
Meaning is supported by body language, tone and gestures.
True or False?
Speaking is the most suitable method for sharing information with many people at once.
False.
Spoken messages are hard to share with many people at once without a formal structure, and they are not always recorded.
Why can talking to colleagues encourage teamwork and motivation?
Talking creates a human connection between people and builds relationships through tone and emotion.
Define written communication.
Written communication is the sharing of information through written words, either on paper or digitally.
Agendas and _____ of meetings record what will be or has been discussed.
Agendas and minutes of meetings record what will be or has been discussed.
Why are letters, reports and contracts useful for formal and legal matters?
They create a permanent record that can be referred to later.
True or False?
Sending a letter or report gives the sender immediate feedback.
False.
Written messages give no immediate feedback, so delays in clarification may cause problems.
Define electronic communication.
Electronic communication is the use of digital technology to send and receive messages, using devices such as computers, smartphones or tablets.
Why can messaging through digital devices create security risks?
Sensitive information can be exposed through data breaches or hacking.
True or False?
Messages sent using digital devices can be written, spoken or visual.
True.
Emails are written, while video calls combine spoken and visual messages, so digital devices can carry all three forms.
Receiving too many messages or emails can lead to information ______.
Receiving too many messages or emails can lead to information overload.
Define visual communication.
Visual communication is the use of images, symbols, charts or other visual elements to convey information.
Why might a message shown through images or symbols be misinterpreted?
Visuals can be misinterpreted if they are not clear or well designed, and some messages need explanation that visuals alone cannot provide.
Define formal communication.
Formal communication is the planned way a business shares information, written down or recorded so there is proof of what was communicated.
Define communication network.
A communication network is the pattern or structure through which information flows within an organisation, showing who communicates with whom and how.
How does a message travel in chain communication?
The message travels step-by-step up or down the hierarchy, following the chain of command.
True or False?
Chain communication is fast because it follows clear lines of authority.
False.
Chain communication is slow, as passing the message through each layer adds time, and details can be distorted along the way.
Chain communication suits __, rule-bound organisations, such as the armed forces.
Chain communication suits tall, rule-bound organisations, such as the armed forces.
Who sends and receives messages in wheel communication?
One central leader receives information from, and sends instructions to, every other member.
True or False?
Circle communication is well suited to brainstorming and problem-solving.
True.
People of equal rank pass the message in turn, so everyone is heard, which also builds team spirit and trust.
How does formal communication promote fairness?
Formal channels send the same information to all employees at once, so opportunities such as training places are open to everyone.
Define one-way communication.
One-way communication is where information moves from sender to receiver only and the receiver does not reply.
Why can an announcement that allows no reply lead to misunderstandings?
The receiver cannot ask questions, so any confusion is not cleared up.
Two-way communication creates a ______ loop between sender and receiver.
Two-way communication creates a feedback loop between sender and receiver.
Define vertical communication.
Vertical communication is information moving up and down the hierarchy, between managers and the levels above or below them.
Define horizontal communication.
Horizontal communication is where messages are shared between people on the same organisational level, often across departments.
True or False?
Messages shared between peers in different departments always keep senior managers informed.
False.
If these messages are not copied upward, senior managers may be unaware of agreements, causing confusion later.
Define barrier to communication.
A barrier to communication is anything that hinders the flow of information, leading to misunderstandings, conflicts and inefficiency.
How can jargon act as a barrier to communication?
Technical terminology, industry-specific jargon and acronyms can confuse staff, especially new employees, and lead to misunderstandings.
Phone notifications and email alerts are __________ that can divert attention from a message.
Phone notifications and email alerts are distractions that can divert attention from a message.
True or False?
A lack of feedback does not matter as long as the original message was sent.
False.
Without feedback, the receiver may misunderstand the message, and urgent clarification or correction may be needed to avoid mistakes.
How can cultural differences become a barrier to communication?
Different cultural norms and expectations can affect people's communication style.
What causes the lack of time barrier to communication?
Busy work schedules and competing priorities limit the time available for communication.
True or False?
Being unfamiliar with a digital platform can be a barrier to communication.
True.
Technological barriers include poor internet connections, malfunctioning equipment and unfamiliarity with platforms, which can slow communication.
How can a business overcome the language and jargon barrier?
It can follow plain English guidelines, create a shared glossary of key terms and encourage staff to ask for clarification.
How can a business reduce the effect of noise in the workplace?
It can designate quiet zones, provide noise-cancelling headsets and use visual signage instead of verbal instructions.
Pairing staff from different regions as culture _____ helps employees work well together across cultures.
Pairing staff from different regions as culture buddies helps employees work well together across cultures.
How can a manager make up for a lack of feedback?
A manager can build in confirmation steps, such as asking staff to recap the key points, and hold brief daily stand-ups to identify issues quickly.
True or False?
Choosing a slower, more formal channel is the best way to deal with a lack of time.
False.
Choosing the right channel saves time, e.g. a voice note can be quicker than typing, and timed agendas keep meetings short.
How can a business reduce technological barriers?
It can invest in reliable infrastructure and backups, standardise on a small set of tools and provide bite-sized training videos.
Define informal communication.
Informal communication is the casual, unofficial way people in a business share information, which is not planned or written down in official records.
Why can unofficial messages travel quickly across levels and departments?
They travel outside the formal chain of command, so they do not have to pass through each layer.
True or False?
Casual workplace chat only has negative effects on a business.
False.
Casual chat can build team spirit, encourage ideas and reduce stress, as well as letting staff warn each other of problems quickly.
Casual conversations can spread wrong facts quickly through _____ and gossip, damaging morale.
Casual conversations can spread wrong facts quickly through rumours and gossip, damaging morale.
Why can decisions made in casual conversations cause problems later?
There is no written record, so these decisions may be forgotten or disputed.
Why does unofficial communication create an exclusion risk?
Staff who are not part of the social circle may feel left out or unfairly treated.
How does clarity and accuracy in communication improve efficiency?
Clear, jargon-free messages reduce mistakes and the amount of rework.
True or False?
Two-way feedback channels can make fixing problems quicker and cheaper.
True.
Two-way communication surfaces problems early, so they can be fixed before they become costly.
Fast, real-time updates shorten decision times and reduce _________.
Fast, real-time updates shorten decision times and reduce bottlenecks.
How do shared platforms improve cross-department coordination?
They align schedules and resources across departments, avoiding duplication.
How does open, respectful dialogue improve employee engagement and efficiency?
It boosts morale and effort, raising output per worker.
Why should managers send each message through the most suitable channel?
A clear message through the most suitable channel reduces errors and speeds up decisions, saving the business time and money.
True or False?
Using plain language and inviting feedback benefits employees but not the business.
False.
Inclusive, two-way dialogue encourages new ideas and keeps employees motivated, which helps the business perform better.
How do modern digital tools help managers improve communication?
Tools for chat, video calls and shared files keep everyone coordinated wherever they work, which improves customer service.
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