9. Internal and external communication

1 The best definition of effective communication is:

1) when the message is loud enough for everyone to hear it

2) when the message has been written clearly for the receiver to read

3) when the sender thinks the message has been received by the right person or group

4) when the receiver shows that the message has been received and understood

• 1)

• 2)

• 3)

• 4)

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

1) telephone call to a customer

2) letter to a worker about low attendance rates

3) e-mail to a supervisor

4) notice on the staff restroom noticeboard

• 1)

• 2)

• 3)

• 4)

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

1) it is likely to be quicker

2) there is an opportunity to confirm or discuss the message

3) more than one person will receive the message

4) more than one way of sending the message is used

• 1)

• 2)

• 3)

• 4)

4 One example of poor external communication is:

1) a supplier misunderstands a message

2) a worker fails to follow a safety instruction

3) managers do not receive a message about a machine failure

4) office staff fail to tell workers about new overtime rates

• 1)

• 2)

• 3)

• 4)

5 All of the following could be important for effective internal communication except:

1) a clear message that can be understood

2) the receiver should be the right person to send the message

3) the intranet should be in good working order

4) there should be feedback from the receiver

• 1)

• 2)

• 3)

• 4)

6 One of the advantages of verbal communication is that:

1) there will be a permanent record of the meeting

2) as it is one-way communication it will be faster than written forms of communication

3) it makes sure that everyone has fully understood the message

4) there is an opportunity for immediate feedback

• 1)

• 2)

• 3)

• 4)

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

1) notice about company holiday dates

2) letter of resignation

3) TV advertisement

4) business report on marketing

• 1)

• 2)

• 3)

• 4)

8 One of the advantages of written communication such as e-mail is that:

1) there is always feedback

2) it allows the sender of the message to check that it has been understood

3) a permanent record allows it to be looked at and checked again

4) e-mails are always read immediately

• 1)

• 2)

• 3)

• 4)

9 One of the claimed disadvantages to using e-mails for communication is:

1) some workers may not be able to hear them

2) some people receive so many e-mails it is difficult to identify the important ones

3) verbal communication is less effective than written communication as there is no permanent record

4) the message can only be sent to one person at a time

• 1)

• 2)

• 3)

• 4)

10 The term ‘grapevine’ in communication refers to:

1) the formal communication net in a business

2) the sending of emails to as many people as possible at the same time

3) the passing of messages informally between people in an organisation

4) the way messages are sent from managers to staff in a business

• 1)

• 2)

• 3)

• 4)