CISSE Foundation Level
Communication Skills and Ethics in Information Systems flashcards
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What are the six core elements of the communication process?
Sender (encoder): originates the message and turns the idea into words, symbols or gestures. Message: the idea, information or feeling communicated. Channel (medium): the route it travels, such as speech, a phone call or email. Receiver (decoder): interprets the message. Feedback: the receiver's response, confirming (or not) that it was understood. Noise: anything that distorts or interferes with the message.
What are the 7 Cs of effective communication?
Clarity: easy to understand, free of ambiguity. Conciseness: no unnecessary length. Concreteness: specific and supported by facts. Correctness: grammatically and factually accurate. Coherence: logically connected and consistent. Completeness: everything the receiver needs to act. Courtesy: respectful and considerate of the receiver.
What are the five stages of the writing process, in order?
Planning: clarify purpose, audience and key points. Drafting: write a first version without over-editing. Revising: check structure, content and whether the purpose is met. Editing: correct grammar, spelling, punctuation and tone. Proofreading: a final careful check before sending.
What are the five stages of the listening process?
Receiving the sound, attending to it deliberately, interpreting its meaning, evaluating it, and responding. Listening is active, not passive, and most communication failures trace back to listening poorly.
Name the five forms of non-verbal cue and what each covers.
Kinesics: body language, posture, gestures, facial expression, eye contact. Proxemics: physical space and distance between communicators. Paralanguage: how something is said, tone, pitch, volume, pace. Chronemics: the use of time, punctuality, how long someone is kept waiting. Appearance: dress, grooming and physical presentation.
How does a structured interview differ from an unstructured one, and when does each suit?
Structured: the same fixed questions in the same order for every interviewee, allowing direct comparison. Suits fair selection among many candidates. Unstructured: open and conversational, following the interviewee's responses. Suits depth and flexibility, such as an exploratory or investigative interview.
Distinguish the notice, the agenda and the minutes of a meeting.
Notice: formally tells members the meeting's date, time and venue, with sufficient advance notice. Agenda: lists the items to be discussed, in order, circulated in advance so attendees can prepare. Minutes: the official written record of what was discussed, decided and assigned, taken during the meeting and circulated afterward.
What is the structure of a standard formal report, in order?
Title page, table of contents (for longer reports), executive summary, introduction, findings (body), conclusions, recommendations, appendices.
How do the internet, an intranet and an extranet differ?
The test is who can get in. Internet: the global, public network. Intranet: a private network restricted to the organisation's own members. Extranet: a controlled extension of an intranet giving specific outside parties, such as a supplier or client, limited access to selected internal resources.
What are the five principles of ethical communication?
Honesty: communicating truthfully, without deliberate distortion. Accuracy: information is correct and properly verified. Fairness: all relevant facts and perspectives, not a selection. Respect: respecting the dignity of the receiver. Confidentiality: protecting information that should not go beyond its intended audience.
How does the guide define communication?
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Distinguish internal from external communication, with an example of each.
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Distinguish formal from informal communication.
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Distinguish intrapersonal, interpersonal, small group and public communication.
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State the five purposes of communication.
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What are the six stages of the communication process, in order?
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Name the five types of communication barrier, with an example of each.
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Which factors are weighed together when choosing a communication channel?
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How does a memo differ from a circular?
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How does a CV differ from a cover letter?
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What are the parts of a standard business letter?
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Which visual best suits which kind of information?
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Compare face-to-face conversation with the telephone.
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What are the barriers to effective listening, and how do they differ from general communication barriers?
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What are the three approaches to persuasion?
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When someone's words and body language contradict each other, which signal is treated as more reliable, and why?
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State two advantages and two disadvantages of non-verbal communication.
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What does audience analysis establish before a presentation is prepared?
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What are the five steps in preparing a presentation, in order?
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What does each part of a presentation's structure do?
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What purposes can an interview serve?
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State the guidelines for conducting an interview effectively.
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What are the roles of the Chair and the Secretary in a meeting?
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Distinguish teleconferencing, video conferencing and a webinar.
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Name five types of report and what sets each apart.
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How does a report's executive summary differ from its conclusion?
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What needs particular attention when writing and disseminating a report?
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How has technology changed communication, and what challenges has it raised?
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Distinguish a website, a blog and social media as communication channels.
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Distinguish ethics from integrity.
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What is an ethical dilemma? Give an example.
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What steps should be followed in handling an ethical dilemma?
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What does Kenya's Data Protection Act, 2019 require, and who enforces it?
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Which Kenyan Act governs personal-data handling, and which covers offences such as cyberbullying and online harassment?
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Name the three forms of information manipulation.
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When is using collected data a misuse?
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What is plagiarism, and how does the digital environment affect it?
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Name four emerging ethical issues in ICT.
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How can an organisation manage ethical issues in ICT?
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Why do non-verbal cues matter in communication?
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What are the barriers to non-verbal communication, and why is a video call one of them?
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What does each visual aid do in a presentation: slides, handouts, and props or demonstrations?
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Why does a public speech put extra weight on preparation and on the opening and close?
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What is a panel interview, and what is lost in a telephone or video interview?
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What are the steps in preparing for an interview?
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Distinguish a formal meeting, an informal meeting, an AGM and a committee meeting.
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What are the guidelines for conducting a meeting well?
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What has wireless technology such as Wi-Fi and mobile data changed about communication?
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A supplier needs limited, ongoing access to an organisation's stock-level records, which the public must not see. Which network fits, and why?
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How can communication barriers be overcome?
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What should be done before drafting a report?
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How to revise with these cards
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