Business Communication Exam 1

Harmonizing

Reconciling differences among team members through mediation or by using humor to relieve tension

High-Context Culture

Relies more on nonverbal communication. Less emphasis on verbal communication. Indirect method of communication. Goal is to build relationships rather than exchange information.

Low-Context

Relies more on verbal communication. Less emphasis on nonverbal communication. Direct method of communication. Goal is to exchange information rather than build relationships

Conflict

Resolving _______ includes proactive behavior, communication, openness, research, flexibility, fair play, and alliance

Withdrawing

Retiring from the team either by becoming silent or by refusing to deal with a particular aspect of the team's work

Half

Roughly ___ of US consumers use a mobile device exclusively for their online research needs

Coordination

Showing relationships among idea, clarifying issues, and summarizing what the team has done

Legal, Ethical

Some ____ and ____ differences are to actively seek mutual ground, send and receive messages without judgement, send messages that are honest, and show respect for cultural differences.

Disadvantages

Some ____ of teams are groupthink, hidden agendas, cost, and overload

Social

Some _____ differences are attitudes toward work and success, roles and status, use of manners, concepts of time, future orientation, and openness and inclusiveness

Barriers

Some _____ in the communication process are noises and distractions, competing messages, filters, and channel breakdowns.

Teams

Some advantages of ____ are increased information and knowledge, increased diversity of views, increased acceptance of a solution, and higher performance levels

Diverse

Some advantages of a _____ workforce are a broader range of views and ideas, a better understanding of diverse, fragmented markets, and a broader pool of talent from which to recruit.

Online

Some business etiquette for ____ to remember are to avoid personal attacks, stay focused on the original topic, don't present opinions as facts, follow correct grammar and spelling, use virus protection and keep it current, use secure passwords, ask if it is a good time to IM chat, avoid profanity and emotions, avoid multitasking, never assume privacy, do not use "reply all," don't waste others' time with sloppy or confusing messages, respect boundaries, and be careful of online commenting mechanisms.

Group

Some factors influencing ____ dynamics are roles assumed by team members, current phase of team development, conflict resolution skills, and effectiveness at overcoming resistance

Nonverbal

Some forms of ________ communication are facial expressions, gesture and posture, vocal characteristics, personal appearance, touch, and time and space

Collaborative Writing

Some guidelines for ____ ____ are to select collaborators carefully, agree on project goals, give the team time to bond, clarify individual responsibilities, establish clear processes, avoid composing as a group, ensure tools are ready and compatible, and check group progress.

Cons

Some technology _____ are can't think for you, can't fill in skills gap, and not a replacement for communication.

Pros

Some technology _____ are it is a useful tool, enhances communication process, and it assists in the accomplishment of tasks

Information Overload

Some ways to guard against _____ _____ are to implement controls on the messages you receive, use filtering features, manage subscriptions, avoid sending unnecessary messages, and mark and save important messages

Message, Listener

Speaker sends a ______ to the _______

Virtual

Successful _____ meetings include extra planning, be aware of limitations of technology, keep participants engaged, ensure that participants are prepared, and give participants opportunities to participate

Procedure setting

Suggesting decision making procedures that will move the team toward a goal

Brainstorming

Team members explore their options and evaluate alternatives

Orientation

Team members get to know each other and establish roles

Eyes

The best way to show non-verbal when you are talking is making ____ -contact

Reinforcement

The team re-establishes harmony and makes plans to put the decision into action

Emergence

The team reaches a consensus on the chosen idea

Efficient

To conduct an ____ meeting, keep the discussion on track, follow agreed-on rules, encourage participation, participate actively, use mobile devices respectfully, and close effectively

Speaker

To have communication you need a _______.

Nonverbal

Use ____ communication effectively when you're talking, when you're not talking, and when you are listening

Aid

Use technology as a ____, not a replacement for communication

Ethnic, Religious, Professional

We each belong to several cultures, each with its own special language and/or customs. There are ___ groups, _____ groups, and ______ groups. It is automatic, coherent, and complete.

Content listening, Critical listening, Empathic listening, Active listening

What are 4 types of listening?

Clear sense of purpose. Open and honest communication. Consensus-based decision making. Creativity. Effective conflict resolution.

What are some characteristics of effective teams?

Simple software tools. Collaboration systems. Social network and virtual communities. Collaboration on mobile devices

What are some technologies for collaborative writing?

They expect you to know something. Digital information fluency. Ability to organize ideas. Ability to express ideas concisely, coherently, and persuasively. Active listening skills. Excellent communication with people from diverse backgrounds. Effective and efficient use of communication technologies. High quality writing and speaking standards. Maintaining business etiquette at all times. Time management and critical thinking

What are some things that employers expect from you?

Observing dining etiquette. Choose foods that are easy to eat. Avoid alcohol. Choose appropriate topics for conversation.

What are some ways to show business etiquette at business meals?

Representing your company. Introducing yourself. Introducing others first. Observing customs - especially for international business

What are some ways to show business etiquette when meeting others?

Striving to excel. Being dependable and accountable. Being a team player. Demonstrating a sense of etiquette. Making ethical decisions. Maintaining a positive outlook.

What are the elements of professionalism?

Personal Appearance. Personal grooming. Phone skills

What are three aspects of business etiquette in the workplace?

Implement good personal use habits. Be careful using virtual assistants. Be aware of expectations and policies

What are three goods business etiquette guidelines for using mobile devices?

Stereotyping

Ascribing general attributes based on a person's culture. Acknowledge distinctions

Committees

Assemble regularly to resolve ongoing and recurring issues. Focused teams for strategic planning, etc. Formal teams with long life span

Problem-solving Teams and Task Forces

Assemble to resolve specific issues. Cross-functional for maximum diversity. Disband once goal is achieved

Attention Seeking

Calling attention to oneself and demanding recognition from others

Technology

Communication has changed in the corporate world due to ______

Conflict

Different opinions and perspectives begin to emerge

Yes

Do first impressions matter?

NO

Do you want to edit things just to edit?

Controlling

Dominating others by exhibiting superiority or authority

Encouraging

Drawing out other members by showing verbal and nonverbal support, praise, or agreement

Dilemma

Ethical ___ is choosing among alternative that are not clear cut

Lapses

Ethical ____ are clearly unethical choices

Communication

Face-to-face or telephonic communication can be integral to effective ____ and can limit miscommunications

Ethnocentrism

False belief that your culture is better than others. Judging others according to your standards. Avoid making assumptions

Xenophobia

Fear of interaction with strangers and foreigners. Cultural pluralism (the practice of accepting multiple cultures on their own terms). Withhold judgement

You

Focus on the ____ attitude. Have an audience centered approach, and put yourself in their shoes. Go general in your attitude. Emotional intelligence. Business etiquette

Diverting

Focusing the team's discussion of topics of interest to the individual rather than of those relevant to the task

Purpose, Venue, Agenda

For preparing for meetings, make sure to define your ____, select your participants, choose time and ____, and set the _____

Initiating

Getting the team started on a linen of inquiry

80

Globally, more than ___% of Internet users access the web with a mobile device

US

Guidelines for adapting to ____ business culture is individualism, equality, privacy and personal space, time and schedules, religion, and communication style

Receive

How audience _____ messages, you must consider audience expectations, ensure ease of use, emphasize familiarity, practice empathy, and design for compatibility.

Decode

How audiences _____ messages through perception, selective perception, cultural beliefs, personal beliefs, and individual thinking styles

Respond

How audiences _____ to messages, people must remember the message, must be able to respond as you wish, and must be motivated to respond

Worthless

If you cannot communicate your idea is _______

Communication

In all these roles, ______ skills may be the single most important skill you possess

Profits, Revenue, Market Share, Employees

International communication skills provide increased ____, increased _____, increased ____ ____, and more valued _______

Feedback

Listener gives _____ to Speaker

Biases. Education, age, and status. Style. Personal and professional concerns

What is important to your audience?

Receiving, Decoding, Remembering (most important), Evaluating, Responding

What is the listening process?

Orientation. Conflict. Brainstorming. Emergence. Reinforcement

What is the team evolution?

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

What makes business communication effective?

Different

When you are communicating, you are dealing with two _____ people

No, nothing will be better than in-person

Will technology replace in-face meetings?

Career

Your ____ will give you the opportunity to communicate, collaborate, and share ideas with many people, both inside and outside of your organization

Task Force

___ ____ sometimes don't come into to solve a problem, it is a much broader sense and may go on longer than a problem-solving team

Email, Web browsing

____ and _____ _____ rank first and second as the most common non-voice uses of smartphones

Ethical

____ communication includes all relevant information, is true in every sense, and is not deceptive in any way

Nonverbal

____ differences are greetings, personal space, touching, facial expressions, eye contact, posture, and formality

Situation

____ houses all of this.

Social

____ model is "let's have a conversation"

Unethical

_____ communication includes plagiarizing, omitting essential information, selective misquoting, misrepresenting numbers, distorting visuals, and failing to respect privacy or security

Mobile

_____ has become the primary communication tool for many business professionals

Cultural

_____ influences affect language, nonverbal signals, word meaning, time and space issues, and rules of human relationships

Conventional

_____ promotion is we talk, you listen

Interference

______ can be anything that hinders communication

Resistance

Overcoming _____ requires active listening, expressing interest, asking questions, and moving towards resolution via collaboration

Channel

A ____ allows speaker and listener to do this

Team

A ____ is a unit of two or more people who share a mission and the responsibility for working to achieve a common goal

Youth, Age, Generations

Age differences are cultures that value _____, cultures that value ____ or seniority, and cultures with multiple _____ in positions of value.

Smooth and Finished. Elegant and Refined. Crisp and Starched. Up-to-the-Minute Trendy

Name 4 styles of dressing for success in the workplace

Building trust. Closer ties to the community. Client relations. Increase productivity. Marketing and sales. Employee relations

Name some reasons on why we communicate?

Instant messaging (not really a meeting), Teleconferencing, Telepresence, Webinars

Name some types of virtual meetings.

Be conscious of how your voice sounds. Be courteous. Convey a positive, professional attitude. End calls with courtesy and clarity. Use your outgoing voicemail message to help callers. Be considerate and clear when leaving a voicemail.

Name some ways of using phones in the workplace.

Think through your suggested changes carefully. Discuss improvements rather than flaws. Focus on controllable behavior. Be specific. Keep feedback impersonal. Verify understanding. Time your feedback carefully. Highlight any limitations your feedback may have.

Name some ways on giving and receiving constructive feedback?

Constant connectivity. Small mobile displays. Mobile users are multitasking. Changes in traditional grammar. Sensory and cognitive extensions of user. Security and privacy concerns. Enhanced productivity and collaboration. Business-specific applications. Accelerated decision-making and problem-solving. Greater engagement with audience.

Name some ways that mobile technologies are changing business communication.

Connecting with and motivating diverse employees. Fostering harmony in diverse teams. Ensuring that messages are sent, received, and properly encoded

Name three challenges of intercultural communication

Information giving or seeking

Offering (or seeking) information relevant to questions facing the team

Compromising

Offering to yield on a point in the interest of reaching a mutually acceptable decision