Unit 1 - Orientation, Safety, & Leadership (Study Guide)
It is both the __________'s and the __________'s responsibility to ensure effective communication.
Sender, receiver
__________ is most likely to help a listener avoid random thoughts from occurring while listening.
Visualizing the words that the speaker's using
Being __________ in communication means including everything that is necessary to understand the message.
Complete
Being __________ in communication means using correct grammar, spelling, punctuation, and syntax.
Correct
Being respectful of the receiver's culture is an example of __________ in communication.
Courtesy
Valuing other people and their ideas, eve when you are very different from them, is showing __________ by adjusting your opinions and behaviors.
Culturally sensitive
A family's customs, habits, and traditions are known as its __________.
Culture
Paying attention to a speaker involves...
Making eye contact, putting aside any distractions, and take notes of the speaker's body language.
Consequences of poor business ethics include the following:
Increased internal problem, negative public image, decreased customer loyalty, and risks of lawsuits.
__________ and the __________ are not the same thing, but they do overlap.
Business ethics, law
Positive communication allows people from different backgrounds to __________.
Build respect for one another
Communication positively with individuals who are different from you can provide you with __________.
New perspectives and ideas about life
When a speaker concentrates on every word spoken and misses the main message, he/she is guilty of __________.
Over-listening
Restating a message in your own words is called __________.
Paraphrasing
When businesses donate a portion of their revenues to charity, they are being __________.
Philanthropic
Without effective communication skills, you are unlikely to receive a __________ at work.
Promotion
Using communication methods inappropriately is a example of a __________ barrier to effective communication.
Sender-created
The four (4) pillars of a business's social responsibility are:
1. Economic responsibility 2. Legal responsibility 3. Ethical responsibility 4. Philanthropic responsibility
Saying "I understand" is an example of a(n) __________ a listener can use to show a speaker that he/she is listening.
Acknowledgement response
One difference between business ethics and the law is that business ethics are often __________.
Written
__________ tends to be more formal than other methods of communication because it allows individuals to organize their thoughts meaningfully.
Written communication
All the ways in which people differ are known as __________.
Diversity
__________ people are known to be good listeners.
Empathetic
When __________, the receiver should: provide feedback when the speaker is finished talking, show the speaker that you are listening by nodding occasionally, and use words such as "yes" and "uh huh" to demonstrate proof of listening.
Active listening
__________ involves paying attention, displaying proof of listening, and providing feedback.
Active listening
A __________ question is a question that usually can be answered with either a "yes" or "no".
Close-ended
If you take to much personal credit for your own work on a group project, you might offend a group member who comes from a culture of __________.
Collectivism
__________ is the two-way process of sending and receiving information, ideas, feelings, and beliefs.
Communication
__________ are crucial for your success as an employee because nearly every job requires communication with other people.
Communication skills
Being __________ means communicating as efficiently and clearly as possible without including any redundant or irrelevant information.
Concise
Behaviors such as spelling words incorrectly or using filler words are barriers to effective communication because they __________.
Distract from the actual message
Poor lighting, noise, or an uncomfortable chair are all examples of __________ distractions.
Environmental
__________ is when someone believes that his/her own culture is naturally better or superior to other cultures.
Ethnic centrism
__________ are the basic principles that govern your behavior.
Ethtics
During __________ communication, you should: make consistent eye contact with your speaker, maintain appropriate speaking volume and tone, match your facial expressions to your words, and maintain appropriate posture.
Face-to-face
A business' ethics determine whether or not an action is acceptable for that business, especially if the action __________.
Has a negative impact on others
Concerns, thoughts, worries, or boredom on the part of the listener that take away from his/her ability to attend to the speaker's message are all __________ distractions.
Internal
The purpose of active listening is to __________.
Let the speaker know that the message is heard and understood
It if important to be patient when learning to exhibit cultural sensitivity because it is a __________z
Life-long process
Listening differs from hearing because __________.
Listening is an active process (you interpret the message)
During effective communication, people often make __________ can create __________ to effective communication.
Mistakes, barriers
Poor posture is an example of a __________ barrier to effective communication.
Non-verbal
A tense jaw, frown, or wrinkled brow are all examples of __________ that indicate anger or frustration.
Non-verbal cues
Eye contact, facial expressions, and body language are all examples of __________.
Non-verbal cues
An __________ question requires longer, more detailed answers. Ex: "why do you like to vacation at Lake Michigan?"
Open-ended
__________ dimensions of diversity include the things that cannot be changed such as age, race/ethnicity, and nationality.
Primary
Asking for clarification about a speaker's message is called __________.
Questioning
__________ dimensions include those things that can change during your lifetime such as family status, education, religion, and geographic location.
Secondary
Providing safe working conditions for employees is an example of a business's ethical obligation to its __________.
Stake holders
__________ can cause barriers to effective communication before and interaction even begins.
Stereotypes and generalization
__________ is being open and truthful when communicating.
Transparency
__________ means acknowledging differences as assets.
Valuing diversity