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67 Cards in this Set
- Front
- Back
Stakeholders |
An individual or a group that has a direct interest in the activities of an organisation. |
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Internal Stakeholders |
An individual within the business that has a direct interest in the activities of the organisation. An example of one is an employee. |
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External Stakeholders |
An individual or group outside of the business that has a direct interest of the activities of the organisation. An example of one is the government. |
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Vision Statement |
A statement that outlines the aspirations of the organisation. |
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Mission Statement |
A global statement that reflects an organisation's reason for being or purpose and the way it will be managed. |
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Objectives |
The aim that the business is striving to achieve. |
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Public Relations |
Relationships established with the media to create favorable reports about the business and its products. |
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Sender |
A person that is providing content to another. This can be done in many ways such as talking, emails, phone calls and etc. |
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Reciever |
A person that is getting the content from another person. The receiver decodes the content and will provide feedback. |
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Encoded |
Concerting the information into a particular form. |
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Decoded |
The understanding of a message. |
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Transmission |
The action or process of transmitting something or the state of being transited. |
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One-Way Communication |
Information is passed by the sender to receiver with no feedback. |
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Two-Way Communication |
Communication that is open and encourages discussion and feedback. |
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Verbal Communication |
Use of language (oral or written) to communicate |
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Non-Verbal Communication |
Any form of communication that does not rely on works (spoken or written) to convey a message. |
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Combination Communication |
The use of multiple types of communications. |
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Formal Channels |
Messages sent using official channels. |
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Semi-Formal Channels |
Communication using a formal setting but not controlled by the organisation. |
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Informal Channels |
Unofficial communication occurring within an organisation such as FaceBook. |
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Grapevine |
Informal communication channels; often referred to as the 'rumour mill' or 'office gossip'; management has no control over these channels. |
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Downward Communication |
Someone from a higher standing within a company communicating to somebody with a lower ranking. |
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Upward communication
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Information that flows from a lower to higher level (eg. intern to boss)
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Lateral communication
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Interaction between people of those same level in an organisation
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Business–to–business communications (B2B)
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Day to day communications with other businesses (suppliers, business customers, professional advisers, contractors, government departments, wholesalers, retailers
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Business–to–the–wider–community (B2WC)
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Business communications with external groups and individuals (customers/clients, lobby groups, media, community in general)
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Written communication
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Communication that involves the use of language or actual words (letter, memo, faxes, email, manuals)
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Business letter
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A letter from one company to another, or between organisations, customers, clients and other external parties
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Email
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An electronic message send to a unique address to businesses, people etc
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Memo
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A form of formal communication, a brief not sent within an organisation, usually to employees
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Faxes
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An electronically transmitted message in the form of a document usually sent to businesses, which gets printed by the fax machine into a real document
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Media releases
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An item of news prepared for an distributed to the media
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Oral communication
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Communication that involves the use of language or actual words in a spoken manner such as in meetings or interviews
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Meetings
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An assembly of people for the purpose of discussing agenda items for the business and working on them
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Interviews
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A person or group of people discussing the prospects of the people on the other side who are requesting a job from the person interviewing them
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Non–verbal communication
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Any form of communication that does not rely on words (spoken or written) to convey a message
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Body language
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The conscious and unconscious movements and postures by which attitudes and feelings are communicated
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Personal space
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The distance that we like to keep from other people
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Dress
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Conveying a message with the clothing that you dress yourself in
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Symbols
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A memorable image that is related to a business which helps you remember what the business is
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Barriers to effective communication
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Anything that interrupts or interferes with effective communication taking place
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Filtering
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The deliberate manipulation of a message to make it appear more favourable to the receiver by deleting undesirable pieces of information
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Selective perception
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When the receiver sees and hears communications selectively, depending on their needs, motivations, experience, background and other personal characteristic
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Emotions
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How a receiver is feeling at the time of receiving a message (will influence how the message will be interpreted)
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Language
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The method of human communication, either spoken or written, consisting of the use of words in a structured and conventional way. |
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Incorrect choice of medium
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Using an inappropriate/irrelevant platform to deliver your message |
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Cultural Differences
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The differences in between two cultures that inhibits successful communication |
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Physical Environment
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How welcoming or uninviting the working environment is. Security systems can prevent open communication
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Technological Breakdown
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Is a barrier that occurs when technology such as computers, phones or the internet stop working. |
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Interruptions and noise
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Interruptions and noise may hinder a message being received or passed on workplaces can be very noisy, and it can become difficult to conduct conversations |
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Interpersonal communication
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Sharing or understanding information between two or more people
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Organisational communication
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Use of systems to share information and undertstanding with large groups of people |
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Jargon
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Special words or expressions used by a profession or group that are difficult for others to understand |
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Ambiguity
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Phrases that are worded to have multiple meanings. |
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Reducing communication barriers
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Ways that you are able to prevent any communication barriers from occurring. |
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Use feedback
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It allows the person who is conveying the message to see if you understand the content that they are providing.
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Become an active listener
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Listen to what the other person is saying so you are able to give them feedback. |
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Be sensitive to receiver's values
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Care about what the receiver's cares and beliefs, don't insult or belittle them. |
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Do not let status interfere
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If a person is higher ranking then you, do not let them intimidate you from being able to understand the content. |
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Be aware of the content
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Make sure you understand what the content is. |
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Constrain emotions
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If you let emotions influence what you're trying to communicate, your message will shift dramatically |
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Watch non–verbal cues
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Read the body language from the other participant |
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Simplify language
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Do not use fancy words or other the top phrases as these may confuse the listeners. |
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Use a professional to communicate messages to the public
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If you're a poor communicator, and you tend to use jargon and pompous language, hire a professional that's expert at communicating with others |
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Business Ethics
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The proper business policies and practices regarding potentially controversial issues |
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Social responsibility
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The business has an obligation to act for the benefit of society at large. |
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Ethical responsibility |
The duty to follow a morally correct path |