CS Foundation Level

Communication Skills and Records Management flashcards

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Complete Flashcard Reference

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What are the seven Cs of effective communication?

Clarity: easily understood. Completeness: carries all the information the receiver needs. Conciseness: no unnecessary length. Correctness: accurate in fact, grammar and tone. Courtesy: respectful of the receiver. Consideration: framed from the receiver's point of view. Concreteness: specific rather than vague.

Name the four directions in which communication flows in an organisation.

Downward: higher to lower levels, such as instructions, policies and performance feedback. Upward: lower to higher levels, such as reports, suggestions and grievances. Horizontal (lateral): between peers or departments at the same level. Diagonal: across levels and departments at once, common in matrix structures.

In what order does a normal business transaction generate its documents?

Letter of enquiry, quotation, purchase order, invoice. A credit note or debit note follows only if something later needs correcting.

What are the named forms of non-verbal communication?

Kinesics: body language, facial expression, gesture, posture. Proxemics: use of physical space and distance. Paralanguage: tone, pitch, pace and volume of the voice. Chronemics: use of time, such as punctuality and keeping someone waiting. Appearance: dress and grooming, which shape first impressions.

Describe the four group communication networks.

Chain: information passes from one member to the next, as in a strict hierarchy. Wheel: everything passes through one central member; fast for simple tasks, a bottleneck at scale. Circle: each member talks only to immediate neighbours; slower but more evenly distributed. All-channel: every member talks freely with every other; best for complex, collaborative tasks.

How should an organisation choose between alphabetical, numerical, chronological, geographical and subject filing?

By how the records will actually be retrieved. Alphabetical: sought by name. Numerical: by account or reference number. Chronological: by date. Geographical: by location. Subject: by topic. A scheme that does not match how staff search produces misfiled documents, however logical it looked on paper.

What are the stages of the records lifecycle, in order?

Creation, distribution, active storage, retention, then one of two endpoints: disposal or archival. Disposal destroys a record securely once it is no longer needed; archival preserves a record of enduring value permanently.

Distinguish informational, analytical, progress and statutory reports.

Informational: facts without recommendation, such as a survey's findings. Analytical: facts and analysis leading to a conclusion or recommendation. Progress: tracks work against a plan over time. Statutory: required by law or regulation, such as an annual report or a compliance filing.

What is the difference between the internet, an intranet and an extranet?

Internet: the global public network connecting the organisation to the outside world. Intranet: a private network restricted to the organisation's own staff. Extranet: a controlled extension of the intranet giving specific outside parties, such as suppliers and partners, limited access. The distinction turns on audience: public, internal only, or a controlled outside group.

What are the five principles of ethical communication?

Honesty: not stating what is known to be false. Transparency: not withholding information that ought to be disclosed. Respect: for the receiver's dignity and right to accurate information. Fairness: not manipulating or exploiting the receiver. Confidentiality: protecting information entrusted in confidence.

What is communication?