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PART THREE
Questions 13-18
Read the article below about effective communication and the questions on the opposite page.
For each question 13-18, mark one letter (A, B, C or D) on your Answer Sheet for the answer you choose.
The importance of good communications
Effective communication is essential for all organizations. It links the activities of the various parts of the organization and ensures that everyone is working towards a common goal. It is also extremely important for motivating employees. Staff need to know how they are getting on, what they are doing right and in which areas they could improve. Working alone can be extremely difficult and it is much easier if someone takes an interest and provides support. Employees need to understand why their job is important and how it contributes to the overall success of the firm. Personal communication should also include target setting. People usually respond well to goals, provided these are agreed between the manager and subordinate and not imposed.
However, firms often have communications problems that can undermine their performance. In many cases, these problems occur because messages are passed on in an inappropriate way. There are, of course, several ways of conveying information to others in the organization these include speaking to them directly, e-mailing, telephoning or sending a memo. The most appropriate method depends on what exactly it is you are communicating. For example, anything that is particularly sensitive or confidential, such as an employee’s appraisal, should be done face-to-face.
One of the main problems for senior executives is that they do not have the time or resources needed to communicate effectively. In large companies, for example, it is impossible for senior managers to meet and discuss progress which each employee individually. Obviously this task can be delegated but at the cost of creating a gap between senior management and staff. As a result, managers are often forced to use other methods of communication, like memos or notes, even if they know these are not necessarily the most suitable means of passing on messages.
The use of technology, such as e-mail, mobile phones and network systems, is speeding up communication immensely. However, this does not mean that more investment in technology automatically proves beneficial: systems can become outdated or employees may lack appropriate training. There are many communications tools now available but a firm cannot afford all of them. Even if it could, it does not actually need them all. The potential gains must be weighed up against the costs, and firms should realize that more communication does not necessarily mean better communication.
As the number of people involved in an organization increase, the use of written communication rises even faster. Instead of a quick conversation to sort something out numerous messages can be passed backwards and forwards. This can lead to a tremendous amount of paperwork and is often less effective than face to face communication. When you are actually talking to someone you can discuss things until you are happy they have understood and feedback is immediate, with written messages, however, you are never quite sure how it will be received what you think you have said and what the other person thinks you have said can be very different.
The amount of written information generated in large organizations today can lead to communication overload. So much information is gathered that it gets in the way of making decisions take a look at the average manager’s desk and you will see the problem-it is often covered in letters, reports and memos. This overload can lead to inefficiencies. For example, managers may not be able to find the information they want when they need it. Communication is also becoming more difficult with the changes occurring in employment patterns. With more people working part-time and working from home, managing communication is becoming increasingly complex.
13.In the first paragraph the writer recommends that communication with staff
should include
A some feedback on their job performance.
B an explanation of how company targets have been set.
C information on promotion prospects within the company.
D an indication of which duties they can expect assistance with.
14.According to the writer, the best way of achieving effective communication is to
A adapt the message to suit a particular audience.
B make the content of messages brief and direct.
C select the most suitable means of conveying a particular message.
D ensure that information is targeted at the appropriate group of people.
15.What does the writer say about the communication options available to senior
managers?
A Sending memos to staff is one of the most efficient methods.
B It is important to find the time to discuss certain matters with staff.
C They should increase the range of options that they use.
D Getting junior managers to talk to staff can create different problems.
16.What advice is given about the communication tools made available by
technology?
A Aim to limit staff use of certain communication tools.
B Evaluate them in terms of the expenditure involved.
C Select them on the basis of the facilities they offer.
D Encourage more staff to attend training courses in their use.
17.According to the writer, a problem with written communication is that
A the message can be interpreted differently to what was intended.
B it can be easy for people to ignore the contents of a written message.
C most people are more comfortable with face-to-face communication.
D it is possible for correspondence to get lost within a large organization.
18.According to the article, what is the effect of receiving large amounts of written
information?
A It is counter-productive
B It causes conflict in a company.
C It leads to changes in work patterns.
D It makes the main points more difficult to identify.
