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Verbal communication (question type will be “true or false”)

Not all communication is verbal – a great deal of communication can take place without any words at all. The raised eyebrow, the curled lip, the frown and the glare all say a great deal; so also can more obvious physical gestures such as the pat on the back or an arm around the shoulders. Body language is about:
 eye contact – looking people in the eye with a relaxed and friendly gaze
 facial expressions  Silence and sounds
 posture and distance/orientation.  Appearance and grooming
 Movement and stillness  Proximity and contact
 Gesture  Response to norms and expectations

6. 
   Objective of the connected stakeholders
   

Connected stakeholders either invest in or have dealings with the firm. They tend to have varied objectives.

Stakeholder	Need/expectation	Example
Shareholders	Steady flow of income, possible capital growth and the continuation of the business.	If capital is required for growth, the shareholders will expect a rise in the dividend stream.
Customers	Satisfaction of customers’ needs will be achieved through providing valuefor- money products and services.	Any attempt to, for example, increase the quality and the price, may lead to customer dissatisfaction.
Suppliers	Paid promptly.	If a decision is made to delay payment to suppliers to ease cash flow, existing suppliers may cease supplying goods.