Chapter 9: Communication

The best definition of effective communication is:

• when the message is loud enough for everyone to hear it
• when the message has been written clearly for the receiver
• when the message has been received by the right person
• when the receiver shows that the message has been received

All of the following are methods (media) of internal communication within a business except:

• telephone call to a customer
• letter to a worker about low attendance rates
• memo to a supervisor
• notice on the staff restroom noticeboard.

Two-way communication is often more effective than one-way communication because:

• it is likely to be quicker
• there is an opportunity to confirm or discuss the message
• more than one person will receive the message
• more than one way of sending the message is used

One example of poor external communication is:

• a misunderstood message from a customer
• when a worker fails to follow a safety instruction
• when managers do not receive a message about a machine fault
• when managers fail to tell workers about new overtime pay

All of the following are important for effective communication except:

• a clear message that can be understood
• there should be feedback from the receiver.
• the telephone system should be in good working order

One of the advantages of verbal communication is that:

• there will be a permanent record of the meeting
• there is an opportunity for immediate feedback.
• it makes sure that everyone has fully understood the message

Each of the following are examples of written communication media except:

• notice about holiday dates
• letter of resignation
• TV advertisement
• business report on marketing

One of the advantages of written communication is that:

• there is always feedback
• it allows the message sender to check it has been understood
• the permanent record allows it to be looked atand checked
• letters are always a quick method of sending a message.

A communication net is:

• the route through which messages are sent between a group
• the link between different departments
• the computer network in a business
• another term for the internet.

The term ‘grapevine’ in communication refers to:

• the formal communication net in a business
• the sending of emails to as many people at the same time
• the passing of company messages informally between people
• the way messages are sent from managers to staf fin a firm.