Communication Skills Topic 2

Define Formal Communication and list 3 key characteristics.

Official, structured exchange of information following established hierarchy. Characteristics: 1. Structured channels 2. Official documentation 3. Professional language.

Define Informal Communication and state its main advantage.

Casual, unofficial exchange occurring naturally without official chains of command. Advantage: Quick dissemination of information and boosts employee morale.

What is Downward Vertical Communication? Give an example.

Information flow from top management down to lower-level employees following line of command. Example: Newsletters, job instructions, policy changes.

What is Upward Vertical Communication and why is it vulnerable to distortion?

Flow of feedback/reports from lower levels up to management. Vulnerability: Critical feedback/bad news is often filtered or "watered down".

Distinguish between Horizontal and Diagonal Communication.

Horizontal: Communication between peers at the same organizational level across departments. Diagonal: Communication between different levels across departments without direct reporting lines.

What is Grapevine Communication and what are 3 common forms it takes?

An informal, unofficial, mostly verbal communication network within an organization. Forms: 1. Gossip 2. Rumors 3. Cluster/Probability chains.

How can management effectively counter negative grapevine rumors?

By creating "Rumor Busting" sections in newsletters, conducting informal face-to-face meetings, and sharing prompt, transparent facts.

Compare Internal vs. External Communication.

Internal: Information exchange within the organization (intranet, team chats). External: Information exchange with outside entities like clients, suppliers, or media.

Differentiate Intrapersonal from Interpersonal Communication.

Intrapersonal: Self-communication, internal thought, and reflection. Interpersonal: Exchange of verbal/non-verbal messages between two or more people.

What is High-Context Communication vs. Low-Context Communication?

High-Context: Relies heavily on non-verbal cues, context, and indirect signals (e.g., African/Asian cultures). Low-Context: Relies on direct, explicit verbal statements (e.g., US/Germany).

Define Intercultural Competence and list 3 core skills.

Ability to communicate effectively across diverse cultural contexts. Skills: 1. Cultural awareness 2. Adaptability 3. Empathy.

List 3 advantages and 2 disadvantages of Electronic Communication (E-Communication).

Advantages: Speedy transmission, wide coverage, low cost. Disadvantages: High development costs, risk of information overload/undelivered data.

What are best practices for workplace Email Etiquette?

Clear subject lines, concise text, professional greetings, secure data practices, and using visuals/screenshots over walls of text.

Why is Visual Communication effective in modern workplaces?

Reduces information overload, increases reading comprehension, and improves long-term memory retention via the visual cortex.

Which visual representation tool is best for showing trends over time?

Line Graph.

Which visual tool is best suited for comparing parts of a whole?

Pie Chart.

What is Psychological Noise in cross-cultural/interpersonal communication?

Internal emotional noise, stereotyping, or perceptual biases that distort judgment and message interpretation.

How does "African Time" differ from German/Japanese time perception?

African time tends to be flexible (social context), whereas German/Japanese time views strict punctuality as essential professionalism.

How did XYZ Financial Solutions improve cross-functional collaboration?

By holding weekly horizontal cross-functional meetings and establishing diagonal cross-departmental mentorship programs.

What was the purpose of the "No-Email Fridays" initiative at XYZ Financial Solutions?

To encourage direct face-to-face interactions and improve team interpersonal relationships.