CPA Foundation Level

Communication Skills flashcards

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Complete Flashcard Reference

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What are the eight elements of the communication process?

Sender, message, encoding, channel, receiver, decoding, feedback and noise. They work as a cycle, not a straight line: the receiver's feedback is interpreted by the original sender in turn, and noise can intrude at any stage.

What are the five categories of barrier to effective communication?

Physical: noise, distance, faulty equipment. Language: jargon, vocabulary mismatch, translation loss. Psychological: stress, prejudice, poor listening habits. Organisational: rigid hierarchy, information overload, unclear authority. Cultural: differing norms, assumptions and non-verbal cues across cultures.

In which four directions can communication flow in an organisation?

Downward: from management to subordinates, such as instructions and policies. Upward: from subordinates to management, such as reports, feedback and grievances. Horizontal: between peers or departments at the same level, for coordination. Diagonal: across levels and departments, outside the direct reporting line.

What are the four stages of the listening process, and what are the common barriers to listening?

Stages: receiving, interpreting, evaluating, responding. Barriers: distraction, prejudging the speaker, formulating a response instead of listening, and information overload.

What are the five forms of non-verbal communication?

Kinesics: body movement, such as gestures, posture and facial expression. Proxemics: use of physical space and distance. Paralanguage: tone, pitch, pace and volume of speech. Appearance: dress and grooming. Chronemics: use of time, such as punctuality and response speed.

In what order do the documents of a business transaction normally arise?

1. Letter of enquiry: asks about goods, services or prices. 2. Catalogue: lists what is available, with descriptions and prices. 3. Quotation: the seller's price and terms. 4. Purchase order: the buyer's formal instruction to supply. 5. Invoice: the seller's bill. Then, only if an adjustment is needed, a credit note or a debit note.

What are the three parts of a presentation, and what does each do?

Introduction: captures attention and states the purpose. Body: develops the main points in a logical order. Conclusion: summarises the key points and states a clear takeaway or call to action.

What are the four group communication networks?

Chain: information passes from one member to the next in sequence. Wheel: all communication passes through a central member. All-channel: every member communicates freely with every other member. Circle: each member communicates only with the members next to them.

Who plays which role in a formal meeting, and which documents does a meeting use?

Chairperson: guides the proceedings. Secretary: records the minutes. Participants: contribute and decide. Documents: the notice, the agenda and the minutes.

How do the internet, an intranet and an extranet differ?

Internet: the global public network. Intranet: a private network restricted to the organisation's own members. Extranet: a controlled extension of an intranet giving selected outsiders, such as suppliers, limited access. The test is the audience: public, internal only, or internal plus selected outsiders.

What are the seven principles of effective communication?