BBA DBB1209 - Unit 4 to Unit 6: Communication in Organizations, Networks, and Writing Letters - 50 Vocabulary Flashcards

Fifty vocabulary flashcards covering core terms and concepts from Unit 4 (Communication in Organizations), Unit 5 (Communication Networks in Organizations), and Unit 6 (Writing Business Letters) of the course. Each card defines a key term in the context of business communication.

Internal communication

The exchange of information within an organization among employees, managers, and internal stakeholders via channels such as emails, meetings, posters, and internal magazines.

External communication

The exchange of information between an organization and external stakeholders (customers, suppliers, government, society, media) through letters, advertisements, websites, and other outward-facing channels.

Internal stakeholders

People inside the organization who participate in its operations: superiors, peers, subordinates, employees/unions, and shareholders.

External stakeholders

People outside the organization affected by its actions: consumers, intermediaries, suppliers, government, society, bankers, and media.

Wheel of Business Communication

A model showing continuous information flow between internal and external publics, emphasizing ongoing, two-way communication.

Superiors

Higher-ups to whom an employee reports; communications include reports, presentations, and meetings for progress, feedback, and problem solving.

Peers

Co-workers at the same organizational level; communications focus on coordination, information sharing, and teamwork.

Subordinates

Employees who report to you; communications convey procedures, targets, performance feedback, and discipline.

Employees/Unions

The workforce and their unions; communications cover welfare, terms of employment, and records of contracts.

Shareholders

Owners of the company; internal stakeholders requiring transparency and regular updates on progress and capital matters.

Consumers

External stakeholders who use products/services; communications inform about products, promotions, and handle complaints.

Intermediaries

Trade distributors, wholesalers, retailers, franchisees, etc.; communications cover product availability, offers, incentives, and contracts.

Suppliers

Providers of inputs; communications specify technical specifications, quality, and timely delivery, often via online B2B channels.

Government

Regulatory bodies; communications concern compliance, licensing, tax matters, and legal clearances.

Society

The community at large; organizations communicate CSR efforts and social initiatives to project responsible citizenship.

Bankers

Financial institutions; communications maintain rapport and inform about capital needs and repayment plans.

Media

News and information outlets; communications aim to maintain good relations and generate credible publicity.

Public relations

Management of an organization’s image and relationships with external publics to maintain a favorable reputation.

Corporate social responsibility

An organization’s efforts to contribute to social welfare and environmental protection; communicated to stakeholders.

Market successfully (advertising)

Using mass communication to inform and persuade consumers about products and services.

Corporate image

The public perception of a company and its brand, shaped by communications and public relations.

Credit rating

A measure of a company’s borrowing capacity; can improve through transparent external communication and good PR.

Crisis management (PR)

Public relations campaigns used to manage and recover from a crisis and protect reputation.

Written channel

Communication through written media (letters, reports, notices) used internally and externally.

Oral channel

Verbal communication used in meetings, conversations, and presentations.

Email

Electronic mail; a formal or semi-formal written communication channel.

Posters

Visual printed notices used to convey information or prompts to staff or customers.

Leaflets

Concise printed handouts for informing or promoting products or policies.

Booklets

Small informative publications providing detailed information.

Website

Online platform used to share information, updates, and contact with external audiences.

Upward communication

Information flowing from subordinates to superiors; benefits include problem-solving, feedback, and new ideas.

Downward communication

Information flowing from superiors to subordinates; used for instructions, policies, and performance feedback.

Horizontal (lateral) communication

Interaction between peers or departments at the same level to coordinate tasks and share information.

Diagonal communication

Direct dialogue between employees of different ranks or across departments to speed information flow; can bypass parts of the chain.

Formal communication network

A network created by management and described by an organizational chart; information flows along official channels.

Informal communication network

Non-official information flow (grapevine) based on friendships and social ties; can fill gaps left by formal networks.

Grapevine

An informal, fast-moving information network that can spread rumors but also reveal issues; should be managed with transparency.

Organizational chart

A diagram showing the hierarchy and reporting structure of an organization.

Chain network

A formal network where information travels up and down the hierarchy along the chain of command.

Y network

A network where information flows upward and downward and expands to multiple subordinates, resembling a Y.

Wheel network

A centralized network where a single hub acts as the main conduit for information.

Circle network

A network where communication occurs mainly with adjacent members in a circle; relatively centralized.

All-channel network

A highly decentralized network where information flows freely among all members.

Coexistence of formal and informal networks

Both network types should be cultivated to ensure fluid information flow across the organization.

Direct organizational plan

Letter-writing format that presents the main idea first, followed by explanations, ending with a friendly closing.

Indirect organizational plan

Letter-writing format used for bad news or persuasive messages; begins with a buffer and background.

AIDA format

Attention, Interest, Desire, Action; structure used in persuasive sales letters.

Routine letters

Letters dealing with everyday business matters, such as requests, replies, and goodwill letters.

Bad-news letters

Letters conveying unpleasant information; typically crafted with tact and possible buffers.

Persuasive letters

Sales/marketing letters designed to persuade the reader to buy or take action, often using AIDA.

Routine requests and replies

Requests for information or responses to such requests in routine business communication.

Routine claims and adjustment letters

Letters requesting adjustments for problems with products or services and the seller’s response.