Business Communication

Which of the following is an example of a synchronous message? A letter A voice mail A live video-conference An offline Facebook message

A live video-conference

Which of the following is an example of a physical interference that hinders communication? Preoccupation with other matters A noisy environment Cultural difference Difference in participants' educational levels

A noisy environment

Active listening.

Active listening requires that the listener fully concentrates, understands, responds, and then remembers what is being said

Empathetic listening.

Empathy occurs when a person attempts to share another's feelings or emotions

The four stages of team development include

Forming—becoming acquainted with each other and the assigned task Storming—dealing with conflicting personalities, goals, and ideas Norming—developing strategies and activities that promote goal achievement Performing—reaching the optimal performance level Adjourning—concluding the project

Which of the following is true of downward communication? It flows from an employee to a supervisor. It involves teaching people how to perform specific tasks. It typically begins at operational levels. It keeps management informed about the feelings of lower-level employees

It involves teaching people how to perform specific tasks.

Listening for information

Listening for information involves the search for data or material.

Casual listening.

Listening for pleasure, recreation, amusement, and relaxation is casual listening

Which of the following is not one of the needs that communication satisfies? Need to be heard. Need to be rewarded. Need to be wanted. Need to be appreciated.

Need to be rewarded.

Intensive listening.

When you listen to obtain information, solve problems, or persuade or dissuade (as in arguments), you are engaged in intensive listening.

Synergy

a situation in which the whole is greater than the sum of the parts

direction of communication flow can be

downward upward horizontal

Vocal kinesic communication

intonation, projection, and resonance of the voice.

elements of nonverbal communication

kinesics, proxemics, chronemics, and haptics

Haptics (touch)

people's tendency to touch

downward communication

top to bottom

downward communication

top to bottom Supervisor to employee policy makers to operating personnel has written and spoken methods

A group must go through a developmental process to begin to function as a team

true

According to the transactional process model of communication, _____.

two parties involved in a communication encounter are potentially both communicating at the same time

In the context of factors influencing business communication, which of the following are diversity challenges? Stakeholder interests Age factors International laws Security issues

Age factors

Awareness

At this level, there is little or no sense-making, but a dawning awareness of something different and possibly interesting, strange, frightening, or annoying.

Understanding

At this stage individuals begin to exhibit some conscious effort to learn why people are the way they are and why people do what they do. This is a stage whereby the individual collects information through reading, observation, and real experiences as well as by asking questions to learn more about the new cultural phenomenon.

_____ is an element of cultural intelligence that refers to the possession of a wide-ranging information base about a variety of people and their cultural customs.

Cognitive knowledge

polychronic time

Countries that follow polychronic time work on several activities simultaneously. In these cultures people are more important than schedules so they don't mind interruptions and are accustomed to doing several things at once. People in polychronic cultures borrow and lend things and tend to build lifelong relationships Latin America, the Middle East, and Southern Europe.

Which of the following illustrates horizontal communication? Managers seeking feedback from their subordinates Employees from two different departments coordinating their efforts Workers sending weekly performance reports to their supervisors Top management announcing new company policies

Employees from two different departments coordinating their efforts

Characteristics of Defensive and Supportive Communication Climates

Evaluation Control Strategy Neutrality

Positive Group Roles

Facilitator (also known as gatekeeper)—one who makes sure everyone gets to talk and be heard Harmonizer—one who keeps tensions low Record keeper—one who maintains records of events and activities and informs members Reporter—one who assumes responsibility for preparing materials for submission Leader—one who assumes a directive role

Everyday positive strokes

Getting a pat on the back from the supervisor receiving a congratulatory phone call or text message being listened to by another person are examples

Shaheena has been with JAMBA for three years and has done an exemplary job. When the news of her supervisor's retirement was announced, the staff immediately started talking about how Shaheena would be perfect for the role and even started discussing how she would improve some policies. Prior to his departure, Shaheena's supervisor called her to his office and asked her why she was telling everyone that she was going to replace him. This situation was caused by which aspect of the grapevine? Grapevines are formal Grapevines purposefully communication incorrect information Grapevines filter information Grapevines work best in a downward fashion

Grapevines filter information

Formal communication network

Identify as a bureaucracy These dictates the required behavior - Procedure manuals -job description - Organizational charts -written materials

Which of the following statements is true of the communication process? Even under a non-ideal communication situation, the receiving party would understand a message exactly as intended. In face-to-face communication situations, parties to the encounter are continuously interpreting each other's nonverbal signals. In ideal situations, the main goal of communication is to persuade others. The decoding of information in a communication encounter is not affected by external interferences.

In face-to-face communication situations, parties to the encounter are continuously interpreting each other's nonverbal signals.

monochronic time

In monochronic cultures, time is considered as something tangible, as is reflected in such sayings as "wasting time" and "time is money. United States, Germany, Switzerland, and England

Grapevine

Inaccuracy of grapevine (more to do with message input than the output) carries an informal message input (rumor)----->output (inaccurate/accurate of the original rumor) works as a network channel

Horizontal communication (lateral)

Interaction in same hierarchical level

communication can be

Intrapersonal (oneself) Interpersonal - between two people group - more than two people Organizational Public

Negative Group Roles

Isolator—one who is physically present but fails to participate Dominator—one who speaks too often and too long Free rider—one who does not do his or her fair share of the work Detractor—one who constantly criticizes and complains Digresser—one who deviates from the group's purpose Airhead—one who is never prepared Socializer—one who pursues only the social aspect of the group

Which of the following statements is true of an informal communication network? It always parallels the organizational chart. It is dictated by job descriptions and managerial structures. It cannot be depicted accurately by any graphic means. It does not exist in formal systems.

It cannot be depicted accurately by any graphic means.

Which of the following is an example of upward communication? Work assignments Policy statements Progress reports Procedure manuals

Progress reports

Upward comminication

Response to requests from supervisors Can be misleading

Which of the following statements is true of intercultural communication? Ethnocentric reactions help build positive relationships among people belonging to different cultures. Stereotypes influence the way we interact with members of the other group. Body language is universal, and most nonverbal cues indicate similar things. Chronemics helps managers understand the subtle differences in body language among different cultures.

Stereotypes influence the way we interact with members of the other group.

area III

Things we know about ourselves but that others don't know about us occupy the hidden or secret area

Five essential elements contribute to a system's, institution's, or agency's ability to become more culturally competent. These include:

Valuing diversity Having the capacity for cultural self-assessment Being conscious of the dynamics inherent when cultures interact Having institutionalized cultural knowledge Having developed adaptations (These five elements should be manifested at every level of an organization, including policy making, administrative, and practice)

Which of the following is an example of downward communication? Work assignments Daily performance reports Progress reports Feedback from subordinates to supervisors

Work assignments

Social media

a group of Internet-based applications that build on the ideological and technological foundations of Web 2.0, and that allow the creation and exchange of user-generated content."

Telecommuting

also called teleworking; working at home or other remote locations and sending and receiving work from the company office electronically *reduced travel time *increased work flexibility

Interferences

barriers to effective communication

stakeholders

can include people inside and outside the organization

Directive behavior

characterized by leaders who give detailed rules and instructions and monitor closely that they are followed

supportive behavior

characterized by leaders who listen, communicate, recognize, and encourage their followers

credo

code of ethics

3 elements of cultural intelligence

cognitive knowledge motivation behavioral adaptability

Employees learn about the quality of their performance through what communication

downward communication

Steven was hired by a landscaping company to aid in the installation of in-ground pools. Prior to this job, Steven had been a foreman at a construction company. Immediately, Steven began having problems communicating with his co-workers. Which of the following forms of interference best explains why Steven is having difficulties communicating with his co-workers? culture experience education level dialect

experience

total quality management

focuses on creating a more responsible role for the worker in an organization by distributing decision-making power to the people closest to the problem, empowering employees to initiate continuous improvements

Communication in an organization involves

formal and informal networks

Visual kinesic communication

gestures, winks, smiles, frowns, sighs, attire, grooming, and all kinds of body movements.

Area IV

includes the unknown: things we don't know about ourselves, and others don't know about us, such as our ability to handle emergency situations if we've never been faced with them.

People communicate for 3 basic purposes

inform/ persuade/ entertain

sterotypes

mental picture that one group forms

In the absence of alarms, the grapevine

most effective way to communicate

Nick is a very ambitious and driven real estate agent who works very hard and wants everyone to know it! Nick constantly posts to Snapchat and Twitter about his most recent sales. His use of communication can satisfy all of the following needs except _____. need to be heard. need to be rewarded. need to be wanted. need to be appreciated.

need to be rewarded.

Kinesic Messages

nonverbal behavior. In other words, receivers gain additional meaning from what they see and hear—the visual and the vocal:

Metacommunication

not expressed in words, accompanies a message that is expressed in words.

Formal communication network

people are required to behave and to communicate in certain ways simply to get work done

Johari Window

people involved continue to learn about each other and themselves,

ethnocentrism

people of different cultures wrongly believe that specific patterns of behavior desired in their own culture

Interpersonal intelligence

pertains to the ability to read, empathize with, and understand others. interpersonal intelligence can be improved by broadening your understanding of human behavior and motivation and by practicing certain behaviors when in interpersonal situations

Maslow's Theory

physiological needs (food and basic provision) and security and safety needs (shelter and protection from the elements and physical danger). Beyond these two basic need levels, people progress to satisfy the three upper-level needs: social needs for love, acceptance, and belonging; ego or esteem needs to be heard, appreciated, and wanted; and self-actualizing needs, including the need to achieve one's fullest potential through professional, philanthropic, political, educational, and artistic channels.

ethics

principles of right and wrong

intranet

private analog of the Internet uses Internet Protocol technology to share information, operational systems, or computing services within an organization. Intranets are also being used as corporate culture-change platforms.

Communication

process of exchanging and interpreting information and meaning between or among individuals through a system of symbols, signs and behavior

Negative Strokes

receiving a hurtful comment, being avoided or left out of a conversation receiving a reprimand from a superior.

Consensus

represents the collective opinion of the group, or the informal rule that all team members can live with at least 70% of what is agreed upon

Virtual teams have the ability to communicate under four conditions:

same time/same place, same time/different place, different time/same place, and different time/different place.

grapevine

speedy but inaccurate

In the context of factors influencing business communication, _____ are legal and ethical constraints. security issues stakeholder interests cultural differences language barriers

stakeholder interests

Andre has a habit of speaking loudly to Brent when they are both in the office. Brent wears a headset when speaking to individuals on the phone. Andre is most likely embracing which barrier within communication? ethnocentrism chronemics stereotypes proxemics

stereotypes

chronemics

study of cultural perceives time and its use

Proxemics

study of human space

Area II

the blind area, designates those things others know about us but that we don't know about ourselves.

Area I,

the free or open area represents what we know about ourselves and what others know about us.

Informal communication

the grapevine (Develop and operate within all organizations)

Proxemics

the study of cultural space requirements

A team is typified by a clear identity and a high level of commitment on the part of members

true

Decentralized decision making enables teams of people to communicate in a peer-to-peer fashion

true

In a flat organizational structure, communicating across the organization chart (among cross-disciplinary teams) becomes more important than communicating up and down in a top-heavy hierarchy.

true

Reciprocal sharing occurs when people develop trust in each other

true

Spoken messages are subject to greater changes in meaning than written messages

true

The idea that trust and openness leads to better communication between two people also applies to groups.

true

The major distinction between a group and a team is in members' attitudes and level of commitment.

true

gamification

used to turn the, at times, tedious task of training into a fun and motivating opportunity. can give employees a goal to reach

Chronemics

values related to time, refers to the way that people organize and use time and the messages that are created because of our organization and use of time.