Business Communication and Professional Development Exam 1

What are the reasons for being an effective communicator?

A competitive advantage and contribute to yourself and the company's success.

What are the strategies for conflict management?

Accommodate, avoid, compete, compromise, collaborate.

What is the difference between active and passive listening?

Active is listening is listening where you interact by paraphrasing and asking questions, while passive listening is merely hearing the information without engaging.

What are the ACE strategies of preparing a persuasive message?

Analyze (identify the primary and secondary audience, needs of the audience, motivation and benefits,potential resistance, content, and medium choices), compose (indirect organization), evaluate (Is information convincing, solutions sound, anticipated objections, clear, and concise.)

What is ACE for bad news messages?

Analyze (what is the bad news, who is the audience, how will they react, how can you soften the blow), compose (use indirect sequencing, begin with a buffer, provide supporting explanation), evaluate (Is it clear, easy to understand, honest, did you build goodwill.)

What does ACE mean in the communication process?

Analyze, compose, and evaluate.

What is AIDA?

Attention, interest, desire, action.

What are the two types of conflict?

Cognitive and affective conflict.

What are the causes of conflict?

Competing goals, different opinions, faulty assumptions, relational and ego issues.

What are effective meeting strategies?

Create and distribute an agenda, assign a timekeeper and note taker, plan a follow-up.

What is evaluating?

Critically reviewing and judging what you hear.

What are the types of negative messages?

Denial of request, denial of claim, rejecting a proposal, acknowledging mistakes, communicating negative change, credit denial.)

What are the parts of a persuasive message?

Establish credibility, construct logical argument, appeal to emotions.

What are speaking strategies?

Focus on the audience, share the conversation, use clear and concise language, verbal and nonverbal consistencies, avoid negative triggers, frame negative language positively, be aware of gender biased language.

What are strategies for communication with diverse cultures?

Formal and respect, watch nonverbal, be clear and concise, talk slowly, ask for feedback, smile.

What are the stages of team development?

Forming, storming, norming, performing.

What is high vs. low context?

High context combines what you say and the way you say it, while low context relies more on just what you say.

In what ways to cultures vary?

High vs. low context, individual vs. collective, power distance, uncertainty avoidance, time orientation.

What are strategies to assemble a team?

Identify skills, talents, resources, time, compatible and motivated people.

What is individual vs. collective?

In an individualistic society, everyone focuses more on themselves, where in a collective they focus on the society as a whole.

What is direct vs. indirect?

In direct messages, the main message is first with details to follow. In indirect messages, details are first with the main message to follow.

What are types of positive/neutral messages?

Informational/neutral messages, and positive/goodwill messages (Congratulations, Thank you, routine claims, routine requests, credit approval, etc.).

In what ways can being an effective communicator contribute to your success?

More valuable to the company, improve salary, and improve personal life.

What are the barriers to communication?

Physiological, psychological, semantic, language, mixed message.

What is power distance?

Power distance means that a persons position in society is taken into account when interacting with them.

What are the types of persuasive messages?

Recommendation for action, persuasive requests, persuasive favors, persuasive claims, sales messages (Solicited vs. Unsolicited).

What does evaluate mean?

Revise for clarity and conciseness, proofread for errors, editing tools.

Why is it important to hear accurately?

So you can understand the information and respond appropriately.

What are the characteristics of successful business communicators?

Strategic, professional, and adaptable

What does analyze mean?

To determine the purpose, audience, and content.

What are the aspects of nonverbal communication?

Tone, facial expression, body language, gestures, behavior.

What is the process for business communication?

Understand the audience, sender encodes, receiver decodes, anticipate barriers, select a medium.

What to know about the audience?

Understand who the audience is and how the message can meet their needs.

What is interpretation?

Understanding the meaning of what you hear.

What is comprehension?

Understanding the words you hear.

What is the role of context?

Variables that can impact the nature of your message.

What does compose mean?

Where to compose and how to organize.