Business Communication Exam 1 chapter 1-4 3350

Involves traits you acquire through experience, such as customer service experience, retail experience, or engineering experience Inherent diversity or Acquired?

Acquired

_______________ listening also involves expressing your own perspectives and feelings. If you do not share your own ideas completely, your colleagues do not know what you really think. This is not fair to them or to you. It is even arguably dishonest

Active

Some __________________ of Listening are lack of time, lack of patience and attention span, image of leadership, communication technology, fear of bad news or uncomfortable information, defending, "me too" statements, giving advice, and judging. Consider which barriers to listening are most challenging to you.

Barriers

Professionals with a ______ MVS are most often guided by motives to protect others, help others grow, and act in the best interests of others

Blue

Born between 1946 and 1964

Boomers

Jeff : So, your two main concerns are that moving to a continuous review process will be costly and impractical. The software and time needed in the process will cost far more than what we invest in an annual review process. Also, it may be difficult to get all employees to participate often in this process. Is that right? summarizing , clarifying or reflecting?

Clarifying

Jeff: Could you repeat what you just said about evaluating the costs of continuous reviews? reflect or clarifying?

Clarifying

Lisa: I'm not sure I understand why the problems with our current annual review process mean that we should move away from annual reviews. Do you know of companies that are using annual reviews more effectively than we are? Reflect or clarifying?

Clarifying

Lisa: What are your thoughts on considering other ways of conducting annual reviews more effectively? reflect or clarifying?

Clarifying

Lisa: What roles will Steve and Lisa have in helping us understand what employees think of the current review process? Reflect or clarifying?

Clarifying

_______________ involves making sure you have a clear understanding of what others mean. It includes double-checking that you understand the perspectives of others and asking them to elaborate and qualify their thoughts.

Clarifying

A mind-set that prioritizes interdependence more highly than independence, emphasizing group goals over individual goals, and valuing obligation more than choice

Collectivism

four guidelines as you develop your sight-reading

Consciously practice each day. Pay attention to congruence. Sight-read in clusters, not in isolation. Sight-read in context.

______________meetings primarily focus on discussing roles, goals, and accountabilities.

Coordination

Just now, you said annual reviews don't work because they don't happen often enough. Yet, last week, you said the real reason our annual reviews fail is not because of how often they occur, but because they don't involve setting goals. So, what's the real reason annual reviews don't work? Disguised or Cross examination?

Cross-Examination

. Team _________ refers to a set of shared perceptions and commitment to collective values, norms, roles, responsibilities, and goals.

Culture

Includes the shared values, norms, rules, and behaviors of an identifiable group of people who share a common history and communication system

Culture

Avoiding ________________requires a high level of self-awareness and self-management.

Defensiveness

Process by which professionals accept critique of their ideas without taking it personally and becoming defensive

Disassociation

Why do you insist on focusing on costs instead of benefits? Don't you think you're jumping to conclusions by paying attention to the opinions of only a few of your close contacts? Disguised or Cross examination?

Disguised

People tend to distribute and share power evenly, minimize status differences, and minimize special privileges and opportunities for people just because they have higher authority.

Egalitarian cultures

The "ability to accurately pick up on emotions in other people and understand what is really going on with them"

Empathy

_____________ also includes the desire to help others develop in their work responsibilities and career objectives.

Empathy

The belief that your own culture is superior—that it provides better approaches for solving work problems or dealing with work relationships and contains a better knowledge base to conceptualize work

Ethnocentrism

Tend to get much of their stimulation and energy from external sources such as social interaction

Extroverts

Team members focus on gaining acceptance and avoiding conflict. Forming, Storming, Norming, Performing?

Forming

Nearly all high-performing teams go through four stages before they maximize their performance. In best-case scenarios, work teams take roughly six to seven months to reach this level (see Figure 3.1). Typically, leaders become less directive and more consultative as the team progresses through the stages

Forming, Storming, Norming, Performing

So, how do you think we should go about researching what our employees think about performance reviews? How do you think we can capture the employees' perspectives about continuous review systems? What types of survey questions will help us understand their thoughts about continuous review systems? Could you give me a word-by-word example of how you'd capture that in a survey question? Rapport building, probing funneling?

Funneling

Involves the degree to which cultures are willing to sacrifice current wants to achieve future needs

Future orientation (FO)

Born between 1965 and 1981

Gen X

Born between 1981 and 1999

Gen Y

Born in 2000 or after

Gen Z

Deals with the division of roles between men and women in society

Gender egalitarianism

Professionals with a ______ MVS are most often concerned about making sure business activities have been thought out carefully and that the right processes are put into place to accomplish things

Green

People will share their ideas and feelings with you only if they feel safe. ______________________ is particularly important in tense and emotionally charged situations

Holding Judgement

________ are professionals who are guided almost equally by all three of these MVSs.

Hubs

__________ are professionals who are guided almost equally by all three of these MVSs. Among business professionals, roughly 43 percent are _____.

Hubs, Hubs

The degree to which an organization or society encourages and rewards individuals for being fair, altruistic, friendly, generous, caring, and kind"

Humane orientation

_____________ begin with phrases such as I think, I feel, or I believe. During disagreements or difficult conversations, I-statements soften comments to sound more conciliatory and flexible and less blaming and accusatory

I-Statements

__________ erodes organizational culture and can escalate into conflict. It lowers individuals' productivity, performance, motivation, creativity, and helping behaviors. It also leads to declines in job satisfaction, organizational loyalty, and leadership impact

Incivility

A mind-set that prioritizes independence more highly than interdependence, emphasizing individual goals over group goals, and valuing choice more than obligation

Individualism

Involves traits such as age, gender, ethnicity, and sexual orientation Inherent diversity or Acquired?

Inherent

Tend to get much of their stimulation and energy from their own thoughts, feelings, and moods

Introverts

Jeff: Latisha is probably reacting this way because she cares so much about a health initiative, which helps the employees of this company. She is eager to contribute. Low or High Self Management

Jeff assumes a positive explanation for Latisha's actions (mitigating information), thus short-circuiting his feelings from frustration and perhaps moderating anger. High self Management

Jeff: Latisha needs to learn how to trust people. She's not being fair to me and she needs to understand the constraints I'm facing low or high self awareness?

Jeff ignores and deflects his feelings to focus on what he perceives as Latisha's misperceptions. Low Self-Awareness

Jeff I'm bothered that she doesn't trust my motives. Typically, I feel disrespected when others don't trust my motives. Sometimes, I lash out in these circumstances. Low or High self-awareness?

Jeff, recognizes that he feels distrusted and disrespected by what Latisha said. He also recognizes that he often says things he later regrets in these situations. high self-awareness

Jeff: I spend a lot of time talking to HR directors and know which ones are best at helping their employees stay engaged and productive. Don't you think HR professionals would know more about this than people with a finance background? Judger or Learner Statement

Judger

Lisa: You're basing your conclusions on just a few people you've talked to. Why aren't you concerned about finding out more about the costs? Judger or Learner Statement?

Judger

people who make ___________ statements, which show they are closed off to hearing people out, shut down honest conversations.

Judger

People have their minds made up before listening carefully to others' ideas, perspective, and experiences. Judgers view disagreement rigidly, with little possibility of finding common ground.

Judger Mind-Set

Latisha: I feel afraid and confused. Jeff doesn't seem to care if I have challenging work. I've felt this way before at other jobs. I wonder how my past experiences are impacting how I'm judging Jeff. low or high self-awareness?

Latisha notices that how she feels about Jeff is affected by previous, similar events. She knows she should be careful not to let those events make her rush to judgment. high self-awareness

Latisha: This is ridiculous. Jeff promised me that I'd be working on the health care initiative. How can he go back on his word so quickly? low or high self-awareness?

Latisha overreacts to Jeff's words and actions because she is not aware of how past disappointments are affecting how she is judging Jeff. High Self-Awareness

Latisha: This is ridiculous. Jeff promised me that I'd be working on the health care initiative. How can he go back on his word so quickly? low or high self-awareness?

Latisha overreacts to Jeff's words and actions because she is not aware of how past disappointments are affecting how she is judging Jeff. low Self-Awareness

How can we find out which software vendors offer the most attractive performance review features? What are your ideas for ensuring that employees provide continuous feedback to one another? Rapport building, funneling Probing, Leading?

Leading

Listening involves a cluster of communication skills. A crucial one is the ability to ask the right questions. On the most fundamental level, good questions reflect the _________ mind-set, and poor questions reflect a ____________ mind-set.

Leaner, Judger

Jeff: I've learned several things from HR directors about continuous feedback systems....I need to learn more about the financial implications. Based on what I've told you, what are your thoughts about the cost-effectiveness? Judger or Learner Statement?

Learner

Lisa: I don't know much about continuous feedback systems. What have you learned from the people you've talked to? Judger or Learner Statement?

Learner

with a ______________ mind set which show your commitment to hearing people out. In effective learner statements, you explicitly state your desire to hear differing opinions with statements such as "I have a different perspective, so I want to understand how you see this."

Learner

You show eagerness to hear others' ideas and perspectives and listen with an open mind. You do not have your mind made up before listening fully.

Learner Mind-Set

The ability to ask good questions creates a culture of ____________. Good questions are not good in and of themselves, however. Unless you truly listen to the answers and even encourage other perspectives and dissent, you may not achieve learning.

Learning

People can quickly control moderate negative emotions. For example, an individual who tries to understand _________________information can short-circuit moderate anger almost immediately. Mitigating information involves favorable explanations for why others have behaved in a certain way. See Table 2.4 for examples of low versus high self-management and the use of ____________ information

Mitigating Information

The tendency to think members of other groups are all the same

Outgroup homogeneity effect

This step of active listening involves devoting your whole attention to others and allowing them enough comfort and time to express themselves completely. As others speak to you, try to understand everything they say from their perspective

Paying Attention

"The extent to which a community encourages and rewards innovation, high standards, and performance improvement

Performance orientation (PO)

Typically, teams rapidly develop such shared perceptions and commitment during the norming stage. Only at the _____________ stage do these shared perceptions and commitments lead to high productivity.

Performing

Principles for relationship management: adapting communication to the _____________styles of others and ensuring ______________ in the workplace

Preferred , civility

How often do you receive complaints about the annual performance review process? What concerns do supervisors have? What ideas do employees have for making the review process fairer? Rapport building, funneling Probing, Leading?

Probing

_________________ meetings typically involve brainstorming about how to address and solve a particular work problem.

Problem-Soving

The tendency to assume others have the same norms and values as your own cultural group

Projected cognitive similarity

How was your trip to the human resources conference? What did you learn about at the last Chamber of Commerce event? Rapport-Building or Funneling?

Rapport-Building

Professionals with a _______ MVS are most often guided by concerns about organizing people, time, money, and other resources to accomplish results

Red

Jeff: Let me make sure I understand your view. Are you saying that we can understand the costs better by...? Reflect or Clarifying

Reflect

Jeff: So, you're not happy with this transition unless we carefully evaluate all of the costs, is that right? Reflect or Clarifying?

Reflect

Lisa: Is it fair to say that you think we should make this change even if we don't know all the costs? Reflect or Clarifying

Reflect

Lisa: It sounds to me like you think we should replace annual performance reviews with continuous performance reviews because continuous reviews improve employee performance and morale. Reflect or Clarifying Statement?

Reflect

______________________ Management The "ability to use your awareness of emotions and those of others to manage interactions successfully"

Relationship

Four Domains of Emotional Intelligence

Self-Awareness, Self-management, Empathy, Relationship Management

Team members open up with their competing ideas about how the team should approach work. Forming, Storming, Norming, Performing?

Storming

The goal of ________________ is to restate major themes so that you can make sense of the big issues from the perspective of the other person. Ideally, you can show that you understand the major direction of the conversation

Summarizing

Latisha: There's no way I can change anything. Jeff will assign me to another project and that's that. I'm stuck in another dead-end internship Low or High Self Management?

This thought process reflects pessimism. Latisha neither thinks of other options available to her for the health initiative nor assumes that other work tasks will provide her with rewarding challenges. Low Self Management

Born between 1925 and 1945

Traditionalists

Refers to how cultures socialize members to feel in uncertain, novel, surprising, or extraordinary situations

Uncertainty avoidance (UA)

____________ others means that you recognize their perspectives and feelings as credible or legitimate. It does not necessarily mean that you agree.

Validating

____________________Generally consist of team members located at various offices (including home offices) and rely almost entirely on virtual technologies to work with one another

Virtual Teams

The following behaviors help drive ____________ diversity: (1) making sure everyone is heard, (2) making it safe to let team members express novel ideas, (3) giving team members decision-making authority, (4) sharing credit, (5) giving useful feedback, and (6) putting feedback into action. In short, these behaviors drive an innovative, "speak-up culture."

acquired

Paying attention requires _____________nonverbal communication

active

a person's willingness and ability to hear and understand.

active listening

Deals with the level of confrontation and directness that is considered appropriate and productive

assertiveness

Psychological bonding that occurs between people and their ideas

association

One way that high-performing teams ensure they develop and live up to shared values, norms, and goals is to create a team __________.

charter

A measure of your ability to work with and adapt to members of other cultures

cultural intelligence (CQ)

A _________________ acts from a neutral position to get each person to participate in the conversation and ensure that each agenda item is properly discussed.

facilitator

In _____________cultures, people expect power differences, follow leaders without questioning them, and feel comfortable with leaders' receiving special privileges and opportunities. Power tends to be concentrated at the top.

hierarchical

Givers frequently help others out in the workplace, whereas takers often accept help but __________________reciprocate. The highest performers are most often givers. Yet, the weakest performers are also most often givers

infrequently

A person's_______________ is a blend of these primary motives and refers to the frequency with which these values guide their actions

motivational value system (MVS)

The team arrives at a work plan, including roles, goals, and accountabilities. Forming, Storming, Norming, Performing?

norming

Generally speaking, most good questions are ______ended. In contrast, __________ questions require simple responses such as yes or no. Some basic types of learning-centered questions include rapport-building questions, funnel questions, probing questions, and solution-oriented questions

open, closed

The team operates efficiently toward accomplishing its goals Forming, Storming, Norming, Performing?

performing

Active listening requires that you _________ on the ideas and emotions of others. To make sure you really understand others, you should frequently paraphrase what you're hearing.

reflect

Generally, high-performing teams go through ________________cycles of disassociation and association. That is, they suspend attachment to ideas in the initial discussion phase and then attach themselves to ideas as they commit to mutually developed goals and related action items

repeated

One of the fastest ways to increase trust, particularly among teammates who don't know one another, is through _______________.

self disclosure

__________________ is sharing information about yourself, such as your goals, aspirations, views and values, and experiences

self-disclosure

______________-reading is the act of anticipating intentions and moods through the perceptive examination of nonverbal cues." Generally, you should pay close attention to nonverbal signals and attempt to decode their meanings. Yet, you should always make sure to suspend a certain level of judgment and avoid rigid conclusions.

sight-reading

Lisa: It sounds like you have a few key points. Continuous feedback systems improve morale and performance at each of the companies you've learned about. Also, your contacts at these companies think evaluating the costs of the software is easy, but evaluating the costs of time invested by employees is not possible. Is that correct? summarizing, clarifying or reflecting

summarizing

Givers are generally motivated by empathy. They perform best when they address three potential barriers to performance associated with empathy

timidity, availability, and emotional concern for others