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CMA Foundation · Fundamentals of Business Laws and Business Communication · Introduction to Business Communication

In a large firm, a directive from the managing director passes through five levels of managers before reaching the shop floor, and by then its content is incomplete and altered. Which is the most appropriate description of the cause?

The cause is filtering of information in a long chain of command. As a message passes through several organisational levels, each intermediary may omit, condense or alter it, so the shop floor receives a distorted version. This is an organisational barrier, not a language or noise problem.

  1. AUse of an inappropriate language by the sender
  2. BFiltering of information due to a long chain of commandCorrect
  3. CPoor listening habits of the sender
  4. DNoise in the physical environment

Explanation

When a message passes through many levels, each level may shorten, change or withhold parts of it. This is filtering, an organisational barrier linked to many hierarchy layers. The case does not mention language or noise problems.

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