Business Communication

Cultural​ _______________ includes an appreciation for cultural differences that affect communication and the ability to adjust​ one's communication style to ensure that efforts to send and receive messages across cultural boundaries are successful.

competency

Every attempt at communication occurs within a cultural​ ______________, the pattern of physical​ cues, environmental​ stimuli, and implicit understanding that convey meaning between two members of the same culture.

cultural context

Which is the term used to describe a shared system of​ symbols, beliefs,​ attitudes, values,​ expectations, and norms for​ behavior?

culture

What often increases the pitch and pace of your speaking​ voice?

fear?

What is expected when two businesspeople meet in North​ America?

firm handshake

Criticism that focuses on the PROCESS and OUTCOMES of communication is referred to as​ _____________________.

Constructive Feedback

Kimtoya is always respectful of the opinions of others. Which element of Professionalism is she primarily displaying with this​ behavior?

Demonstrate a sense of Etiquette

China is considered to have​ a(n) ________ culture.

high-context

In​ a(n) __________________​ culture, people rely less on verbal communication and more on the context of nonverbal actions and environmental setting to convey meaning.

high-context

In​ _________________ cultures, businesspeople tend to focus on the results of the decisions they​ face, a reflection of the cultural emphasis on logic and progress.

high-context?

​________________________ cultures emphasize the means or the method by which a decision will be made.

high-context?

The process of sending and receiving messages between people whose cultural backgrounds could lead them to interpret verbal and nonverbal signs differently is referred to as​ ___________________ communication.

intercultural communication

Which of the following is a trait usually associated with​ professionalism?

performing at a high level

As you work with a diverse range of people in the global​ marketplace, you'll also need to grasp the different meanings of common​ gestures, expressions, and other signals in various cultures. Which of the following is NOT a factor in nonverbal​ communication?

plagarism FACTORS in NONVERBAL COMMUNICATION 1) Facial Expressions 2) Vocal Characteristics 3) Touching Behavior 4) Gestures and Postures 5) Personal Apperance 6) Time and Space

Lahney has taken credit for an idea that is not her own. This is an example of​ ________.

plagiarism

If you are writing for an audience whose first language is not​ English, be sure to use​ ________.

precise words Clarity and simplicity are essential when writing to or speaking with people who​ don't share your native language. Use precise words that​ don't have the potential to confuse people with multiple meanings.

When conference participants are in different​ locations, ________ ​enable(s) REALISTIC conferences to take place.

.Telepresence enables realistic conferences in which participants thousands of miles apart almost seem to be in the same room.

The process of recognizing INFORMATION NEEDS, using EFFICIENT search techniques to locate reliable sources of​ information, and using gathered information ETHICALLY is referred to as​ ________.

Digital Information Fluency

Which of the following is said to occur when people receive more information than they can effectively​ process?

Information Overload

​__________ may occur when overusing communication technology.

Information overload is a condition in which people receive more information than they can effectively process.

When sending and receiving messages between people whose cultural backgrounds could lead them to interpret verbal and nonverbal signs​ differently, a writer should take into account​ __________.

Intercultural Communication is the process of sending and receiving messages between people whose cultural backgrounds could lead them to interpret verbal and nonverbal signs differently. Good intercultural communication is vital to doing business in the global marketplace.

A​ __________ culture focuses more on verbal communication and less on circumstances and cues to convey meaning.

In​ low-context cultures, people focuses more on verbal communication and less on circumstances and cues to convey meaning. The primary task of communication in​ low-context cultures is exchanging information.

Which statement about communication is​ true?

It is the process of transferring INFORMATION and MEANING between senders and​ receivers, using one or more​ written, oral,​ visual, or electronic media.

The effort to involve employees in the​ company's decision making is referred to as​ _____________.

Participative Management

Which chapter tip on making communication effective does Sandy also give as her very first piece of advice on the​ video?

Present information in a​ concise, efficient manner

Which of the following is considered to be poor etiquette while representing your company on electronic​ media?

Presenting opinions as facts This guideline applies to all​ communication, of​ course, but online venues in particular seem to tempt people into presenting their beliefs and opinions as unassailable truths. This is considered to be poor etiquette.

Which of the following enables realistic conferences in which participants thousands of miles apart almost seem to be in the same​ room?

Telepresence

What is the general rule for introductions in a business​ setting?

The​ lower-ranking person is introduced to the senior ranking person.

Due to the increased use of social​ media, ________ refers to a sense of​ openness, which gives all participants in a conversation access to the information they need in order to process the received message.

Transparency

Which type of communication promises to improve response​ times, productivity, and collaboration​ efforts?

Unified Communication

Which one of the following is NOT one of the four general guidelines for using communication technology​ effectively?

Use a text message for sensitive communication. When dealing with a sensitive or personal​ matter, a more human touch is more appropriate. Speaking with people over the phone or in person can take more time and effort and can sometimes force you to confront unpleasant situations​ directly, but it is often essential for solving tough problems and maintaining productive relationships.

Which type of meeting can dramatically REDUCE COSTS and resource​ usage, reduce wear and tear on​ employees, and give teams a wider pool of​ expertise?

Virtual meetings

Which of the following is a step needed to ensure productive team​ meetings?

When facilitating a​ meeting, you should choose a CONVENIENT venue and time based on the participants and their schedules and locations. For​ example, online meetings are often the best way and sometimes the only way to connect people in multiple locations or to reach large audiences.

Four General Guidelines for using communication technology effectively

1) Keep technology in perspective. 2) Guard against information overload and information technology addiction. 3) Reconnect in person from time to time. 4) Learn how to use technological tools productively.

Unethical Communication

1) Plagiarizing Ideas or Products 2) Omitting Essential Information 3) Selectively Misquoting 4) Misrepresenting Numerical Data 5) Distorting Visual Displays 5) Ignoring Privacy and Security

Which of the following is NOT one of the four general guidelines that can help all business communicators improve their cultural​ competency?

"Treat people the way you want to be​ treated." The problem with the Golden Rule is that other people​ don't always want to be treated the same way you want to be​ treated, particularly across cultural boundaries. The best​ approach: Treat people the way they want to be treated. Become aware of your own biases. Recognize the influences that your own culture has on your communication habits. Practice patience and maintain a sense of humor. Exercise​ tolerance, flexibility, and respect.

An example of upward communication would be​ _________.

*an employee telling a supervisor about potential problems with a delivery process at a review Every organization has a FORMAL COMMUNICATION NETWORK, in which ideas and information flow along the lines of command (the hierarchical levels) in the company's organization structure. In a formal network, information flows in three directions: Downward communication flows from executives to employees. Upward communication flows from employees to executives. Horizontal communication flows between departments.

How many words per minute can be processed by​ listeners?

500 words or more per minute

Roughly​ _____ percent of Internet users sometimes access the WEB using a MOBILE DEVICE.

80

​________ percent of top executives state that LISTENING is the most important skill needed to get things done in the workplace.

80 percent

In a recent​ survey, nearly​ ________ percent of executives said their​ companies' profit,​ revenue, and market share would all improve with better international communication skills.

90%

Two or more people who share a mission and the responsibility for working to achieve a common goal are called​ __________.

A team is a unit of two or more people who share a mission and the responsibility for working to achieve a common goal. When teams are​ successful, they can improve​ productivity, creativity, employee​ involvement, and even job security.

Which of the following is considered to be poor etiquette when using phones at​ work?

Always leaving long and confusing voicemails.

​________ can be used in the workplace to allow people with ability differences to perform activities that might otherwise be difficult or impossible.

Assistive technologies help employers create more inclusive workplaces and benefit from the contribution of people with physical or cognitive impairments.

Focusing on understanding and meeting the NEEDS of the readers and LISTENERS is known as the​ ________ approach.

Audience-Centered

Which of the following describes the generation that got its name from the population surge in the years following World War​ II?

Baby Boomers

which of the following are true

Both SOCIAL MEDIA and MOBILE COMMUNICATION change the nature of communication.

Which of the following is true regarding etiquette during a business​ meal?

Collaboration

According to both Denise and the​ chapter, which of the following statements about CAREER COMMUNICATION is​ true?

Communicating your ideas clearly is important in every field.

The process of transferring INFORMATION and MEANING is​ called?

Communication

Instead of focusing on the people​ involved, __________ should be used to focus on the PROCESS and OUTCOMES of communication.

Constructive feedback focuses on the process and outcomes of​ communication, not on the people involved. When you receive constructive​ feedback, resist the understandable urge to defend your work or deny the validity of the feedback.

UNDERSTANDING and RETAINING the information in the​ speaker's message is the primary goal of​ __________.

Content Listening The goal of content listening is to understand and retain the speaker's message. You may ask questions, but don't argue or judge. Just focus on the information.

A system that organizes and controls WEBSITE CONTENT and can include features that help team members work together on webpages and other documents is referred to as a​ ___________________ system.

Content Management

Which of the following is a DISADVANTAGE of working in​ TEAMS?

Cost and Time

Which of the following is considered to be ethical​ behavior?

Creating a code of ethics Many companies establish an explicit ethics policy by using a written code of ethics to help employees determine what is acceptable. A code is often part of a larger program of employee training and communication.

The shared system of​ symbols, beliefs,​ attitudes, values,​ expectations, and norms for BEHAVIOR is called​ __________.

Culture is a shared system of​ symbols, beliefs,​ attitudes, values,​ expectations, and norms for behavior. Even if you never visit another country or transact business on a global​ scale, you will interact with colleagues from a variety of​ cultures, with a wide range of characteristics and life experiences.

Which step of the LISTENING process involves assigning MEANING to SOUNDS, according to your own​ values, beliefs,​ ideas, expectations,​ roles, needs, and personal​ history?

DECODING

All of the CHARACTERISTICS and EXPERIENCES that define each of us as individuals are called​ __________.

DIVERSITY includes all the characteristics and experiences that define each of us as individuals.​ Race, age, military​ experience, parental​ status, marital​ status, and thinking style are among the many diverse characteristics people have.

Which of the following is true when it comes to Collaborative​ Writing?

Establish clear processes.

Eumi is a purchasing manager for the XYZ Company. She has some latitude when it comes to making purchasing decisions. She is buying some cleaning solvent for the company and has to choose between a lower cost alternative that is not as effective as the other option.​ Eumi's bonus is based upon saving the company​ money, so she is finding it difficult to make a decision. Which of the following is Eumi is​ experiencing?

Ethical Dilemma

Mahir promised a client that the project would be completed by the end of the​ week; however, Mahir knows that the project will take at least three more weeks to complete. Which of the following terms most accurately describes this​ situation?

Ethical Lapse

The accepted principles that GOVERN BEHAVIOR within a society are referred to as​ ____________.

Ethics

​A(n) __________ can be conducted in order to monitor ethical progress and to point out any weaknesses that need to be addressed.

Ethics Audit An ethics audit is an ongoing effort to monitor ethical progress and to point out any weaknesses that need to be addressed. The goal of an audit is to ensure employees at all levels are complying with the code.

The tendency to judge other groups according to the​ standards, behaviors, and customs of​ one's own group is referred to as​ _________________________.

Ethnocentrism

Which of the following is true regarding the Basic Communication Model

Feedback can be both verbal and nonverbal. The traditional model of business communication was largely defined by a publishing or broadcast mindset. For external communication, a company used to release carefully scripted messages to a mass audience that often had few, if any, ways to respond. Likewise, customers and other interested parties had few ways to connect with one another to ask questions, share information, or offer support. Internal communication tended to follow the same "we talk, you listen" model, as upper managers issued directives to lower-level supervisors and employees. Today, a variety of technologies have enabled and inspired a new approach to business communication.

Which generation is responsible for many of the innovations that have shaped communication habits​ today?

Generation X

​__________ are the INTERACTIONS and PROCESSES that take place among the members of a team.

Group Dynamics The interactions and processes that take place among the members of a team are called group dynamics. Group dynamics are influenced by several​ factors: -the ROLES team members​ assume, -the current PHASE of team​ DEVELOPMENT, -the​ team's success in RESOLVING CONFLICT, -and the​ team's success in OVERCOMING RESISTANCE.

In​ general, business correspondence in the U.S. is often​ __________ than the style used by businesspeople in other countries.

Less Formal, and more direct Usually, business correspondence in the U.S. is less formal and more direct than in other cultures.

Which of the following is the first step in preparing for a​ meeting?

Make sure the meeting is really necessary

Which of the following is an advantage of the SOCIAL COMMUNICATION MODEL

Making it easier for employees to voice concerns and frustrations In contrast to the publishing mindset, this new social communication model is interactive, conversational, and usually open to all who wish to participate. Audience members are no longer passive recipients of messages; instead, they are active participants in a conversation. This new model is revolutionizing business communication. Social media have given customers and other stakeholders a voice they did not have in the past. And businesses are listening to that voice.

​________ should be taken in order to RECORD the important INFORMATION presented and the DECISIONS made at a meeting.

Minutes are a summary of the important information presented and the decisions made at a meeting.

Which of the following is a DISADVANTAGE of MOBILE COMMUNICATION in​ business?

Mobile devices create a host of security and privacy concerns for end users and corporate technology managers alike.

Which of the following is correct regarding mobile​ devices?

More email messages are opened on smartphones than on PCs.

​__________ takes place when the interpersonal process of sending and receiving​ information, both intentionally and​ unintentionally, occurs WITHOUT using written or spoken language.

Nonverbal Communication is the interpersonal process of sending and receiving​ information, both intentionally and​ unintentionally, without using written or spoken language. Nonverbal signals play a vital role in communication because they can STRENGTHEN a VERBAL message​ (when the nonverbal signals MATCH spoken​ words), weaken a verbal message​ (when nonverbal signals​ don't match the​ words), or replace words entirely.

In the​ video, does Mercedes agree with the employer perceptions about recent college graduates discussed in the​ chapter?

Not​ completely, because Millennials still need to adapt their digital skills to professional business environments.

By using​ __________, companies can conduct​ "IDEA CAMPAIGNS" to generate NEW IDEAS from people across the organization.

ONLINE BRAINSTORMING One of the newest virtual tools is online​ brainstorming, in which a company can conduct​ "idea campaigns" to generate new ideas from people across the organization. Online brainstorming is often used as part of​ web-based meetings.

Which of the following is defined as the quality of performing at a high level and exhibiting pride and purpose in​ one's behavior?

Professionalism is the quality of performing at a high level and conducting oneself with purpose and pride. True professionals go beyond the minimum expectations and commit to making meaningful contributions. Professionalism can be broken down into six distinct traits: 1) Striving to excel 2) Being a team player 3) Making ethical decisions 4) Being dependable and accountable 5) Demonstrating a sense of etiquette 6) a positive outlook

Focusing on​ __________ can make your communication efforts more effective.

Provide practical information. Give facts rather than vague impressions. Clarify expectations and responsibilities. Present information in a concise, efficient manner. Offer compelling, persuasive arguments and recommendations.

The essence of Communication is​ ________________.

SHARING —providing data, information, insights, and inspiration in an exchange that benefits both you and the people with whom you are communicating. This sharing can happen in a variety of ways—including transfers of information, negotiated meaning, and unsuccessful attempts at communication.

One of the most common BARRIERS to effective listening is TUNING out parts of a message. This is called​ __________.

Selective Listening happens when your mind wanders. You will often stay tuned out until you hear a word or phrase that gets your attention once more. However, by that time, you are unable to recall what the speaker actually said; instead, you remember what you think the speaker probably said.

What is the term used to describe when listeners mold messages to fit their own conceptual​ frameworks?

Selective Perception

When companies recruit people to promote products to friends and other contacts in exchange for free samples or other​ rewards, WITHOUT requiring them to disclose the TRUE NATURE of the​ communication, it is referred to as​ "________ marketing."

Stealth Marketing

When people use a wide range of generalized attributes to describe an individual on the basis of membership in a particular culture or social​ group, they are practicing​ __________.

Stereotyping is the act of assigning a wide range of generalized attributes to an individual on the basis of membership in a particular culture or social group. For​ instance, assuming that an older colleague will be out of touch with the youth market or that a younger colleague​ can't be an inspiring leader would be stereotyping age groups.

Which of the following is NOT a key point to remember or consider as you become accustomed to business communication in the United​ States?

The United States does not have an official state religion. Many religions are practiced throughout the​ country, and people are expected to respect each​ other's beliefs.

​____________ involves putting an idea into words or images.

The sender ENCODES the idea as a message. When someone puts an idea into a message, he or she is encoding it, or expressing it in words and images.

What is a characteristic of ineffective​ listeners?

They are unable to distinguish MAIN POINTS from DETAILS

Which of the following is NOT an example of a communication​ barrier? Being unable to see the receiver at all times

Within any communication environment, messages can be disrupted by a variety of communication barriers: 1) NOISE AND DISTRACTIONS:. External distractions range from poor acoustics to uncomfortable meeting rooms to crowded computer screens with instant messages popping up. Internal distractions consist of thoughts and emotions. Multitasking is virtually guaranteed to create communication distractions. 2) COMPETING MESSAGES: Having your audience's undivided attention is rare. In many cases, you must compete with other messages that are trying to reach your audience at the same time. 3) FILTERS: Messages can be blocked or distorted by filters—any human or technology that intervenes between the sender and the receiver. Filtering can be both intentional (e.g., automatically filing email messages based on sender or content) or unintentional (e.g., an overly aggressive spam filter that deletes legitimate email). 4) When CHANNEL BREAKDOWNS occur, messages may be delayed, misrouted, or lost. As a communicator, try to be aware of any barriers that could prevent your messages from reaching their intended audiences.

Which of the following is true regarding Nonverbal​ Communication?

Your FACE is the PRIMARY vehicle for expressing your emotions.

.To ensure ongoing compliance with their codes of​ ethics, many companies also conduct ethics​ ___________ to monitor their ethical progress and to point out any weaknesses that need to be addressed.

audits

To be​ effective, communication must​ ________.

benefit both parties

In​ a(n) ______________________​ culture, people rely more on verbal communication and less on circumstances and cues to convey meaning.

low-context

People in​ _________________ cultures see time as a way to plan the business day​ efficiently, often focusing on only one task during each scheduled period and viewing time as a limited resource.

low-context

The United States is considered to have​ a(n) ________ culture.

low-context

Designing a website for optimum viewing on smartphones and tablets is referred to as​ ________.

mobile-first

When a person behaves with a sense of purpose and​ pride, and excels in work​ performance, he or she is said to be exhibiting​ _____________________.

professionalism

Website designers and businesses need to​ ________ because of the increased use of mobile devices.

realize how websites will be viewed on smaller screens The challenges of mobile communications in business includes the need for websites to be​ mobile-friendly.

People in​ ________ are beyond what was once considered the traditional retirement age of​ 65, but some want or need to continue working.

the Radio Generation

A fear of strangers and foreigners is referred to as​ ___________________________.

xenophobia

Which is the correct order of the FIVE effective LISTENING steps? RDRER

​1) Receiving, 2) Decoding,​ 3) Remembering, 4) Evaluating 5) Responding

Which of the following guidelines will NOT aid in Collaborative Communication?

​Don't disturb the flow of the group by stopping along the way to check how things are going. ​ Don't assume that everything is working just because you​ don't hear anything negative. You SHOULD STOP ALONG THE WAY to check how things are going in order to keep the flow of the group.