4.5.2 Complete the following text using suitable words or phrases from the box below.

Text 1

A	effectively	F	case study
B	symptoms	G	hostility
C	labor turnover	H	obvious
D	certain clues	I	sickness

Recognizing Good and Bad Communication Systems

When you visit a company in connection with a project, or when you are looking at a ____(1)____, it is possible to use ____(2)____ to discover whether the communications system in the organization is working well or badly. Here are some ____(3)____ of good communication: high level of ____(4)____ amongst the workforce; cheerful and positive ____(5)____ in which decisions are made quickly and ____(6)____; no signs of bullying or aggression; the operation is clearly under control.

The symptoms of bad communication are obvious: low morale, high ____(8)____ and ____(9)____ rates; high numbers of routine mistakes and excessive scrap product; anxiety, expressed in an unwillingness to make decisions and accept responsibility; aggression and ____(10)____ ; evidence of lack of control in the organization.

Text 2

A	upwards	F	chain
B	awareness	G	media
C	managers	H	unlikely
D	status	I	feedback
E	in this respect	J	encourage

Ways to Improve Communication

It is ____(1)____ that any organization will achieve perfect communication, but there are a number of ways in which it might improve its results ____(2)____. For example:

Ensure employee ____(3)____ of communication problems.
Use more than one communication network within the organization.
Shorten the ____(4)____ of communication.
Seek ways of putting in place ____(5)____ communication systems such as staff meetings, suggestion schemes, quality circles, etc.
Reduce ____(6)____ differences through open plan offices, common dining areas and car parks, etc.
____(7)____ the use of good, simple language.
Encourage instant ____(8)____ from recipients of messages.
Use a variety of ____(9)____ to convey a message at all levels.
Train employees, especially ____(10)____, in the use of language, and the importance of body language.

4.5.3 Complete the text. Replace the Russian words and phrases by English equivalents.

Communications Networks: Formal Networks

We have so far concentrated on the сообщении and what may go wrong with it in terms of human error, or manipulation. But all this деятельность takes place within invisible but nevertheless real сетях, either формальных, or неформальных.

Formal networks In any business there exists an организационная структура which may be set out in the form of a tree diagram. This is intended to установить и выразить a command structure, indicating lines of подчиненность, and взаимоотношения между отделами. It also implies a system by which информационное взаимодействие takes place for the reasons we have given. It also implies that the направление информационного взаимодействия is largely down the organization, rather than upwards or across. В больших организациях such каналы связи may be slow or inefficient. The pattern of such communications may be simply выражена in diagrammatic form, as in Fig. 3. Here the pattern is seen from the perspective of the линейный или средний менеджер, whose связи travel vertically up and down the organization, horizontally to peers (equals in status) в других отделах, or diagonally to staff one step down in other functions.