Chapter 1: Professional Communication
"you" attitude
communicating with an audience-centered approach; creating messages that are about "you," the receiver, rather than me the sender
ethical communication
communication that includes all relevant information, is true in every sense, and is not deceptive in any way
informational overload
condition in which people receive more information than they can effectively process
decoding
extracting the idea from a message
horizontal communication
flows between departments to help employees share information, coordinate tasks, and solve complex problems
upward communication
flows from employees to executives, providing insight into problems, trends, opportunities, grievances, and performancs, thus allowing executives to solve problems and make intelligent decisions
downward communication
flows from executives to employees, conveying executive decisions and providing information that helps employees do thier jobs
communication barriers
forces or events that can disrupt communication, including noise and distractions, competing messages, filters, and channel breakdowns
transparency
giving all participants in a conversation access to the information they need to accurately process the messages they are receiving
formal communication network
ideas and information flow along the lines of command (the hierarchical levels) in the company's organization structure
feedback
information from receivers regarding the quality and effectiveness of a message
ethics audits
ongoing efforts to monitor ethical progress and to point out any weaknesses that need to be addressed
ethics
the accepted principles of conduct that govern behavior within a society
message
the container in which an idea is transmitted from a sender to a receiver
etiquette
the expected norms of behavior in a particular situation
communication medium
the form in which a message is presented; the three primary categories of media are oral, written, and visual
selective perception
the inclination to distort or ignore incoming information rather than change one's beliefs
defamation
the intentional communication of false statements that damage someone's character or reputation
stakeholders
those groups affected in some way by the company's action: customers, employees, shareholders, suppliers, neighbors, the community, the nation, and the world as a whole
audience-center approach
understanding and respecting the members of your audience and making every effort to get your message across in a way that is meaningful to them
An ____________ can be used to monitor ethical progress and to point out any weaknesses that need to be addressed A. annual stockholder meeting B. ethical dilemma C. stealth marketing program D. formal communication review E. ethics audit
E. ethics audit
Which of the following is defined as the quality of performing at a high level and exhibiting pride and purpose in one's behavior? A. etiquette B. enterpreneurship C. management D. capitalism E. professionalism
E. professionalism
code of ehtics
a written set of ethical guidelines that companies expect their employees to follow
Which of the following parts of the communication model includes the process of expressing an idea in words or images? A. encoding B. decoding C. responding D. producing E. transmitting
A. encoding
__________ may occur when overusing communication technology A. information overload B. an ethical lapse C. defamation D. feedback E. selective perception
A. information overload
Which of the following will help increase your chances of success when crafting a message that gets noticed? A. promote the concept of multitasking within the message B. consider the expectations of the audience C. use selective perception D. develop a message that can be stored in short-term memory E. minimize distractions for the audience
B. consider the expectations of the audience
Which of the following is a disadvantage of mobile communication in business? A. mobile tools can enhance productivity and collaboration B. mobile devices create a host of security and privacy concerns for end users and corporate technology managers alike C. mobile apps can assist in wide variety of business tasks, from research to presentations D. mobile connectivity can accelerate decision making and problem solving E. mobile devices can serve as sensory and cognitive extensions
B. mobile devices create a host of security and privacy concerns for end users and corporate technology managers alike
Website designers and businesses need to A. stop using non-mobile forms of communication B. realize how websites will be viewed on smaller screens C. pick just one mobile device on which to focus their communication efforts D. understand communication is communication no matter how it is transmitted E. realize everyone prefers mobile communication to other methods
B. realize how websites will be viewed on smaller screens
Focusing on ________ can make your communication efforts more effective A. opinions B. technology C. clarifying expectations and responsibilities D. impressions E. personal goals
C. clarifying expectations and responsibilities
Which of the following is considered to be ethical behavior? A. misrepresenting number B. omitting essential information C. creating a code of ethics D. selective misquoting E. plagiarizing
C. creating a code of ethics
Which of the following best describes the communication process? A. it is the process of helping others adapt to your communication style B. it is the process of promoting your worth to an organization C. it is the process of transferring information and meaning between senders and receivers, using one or more types of media D. it is the process of agreeing on the format of a message E. it is the process of combining a variety of media to create a stronger message
C. it is the process of transferring information and meaning between senders and receivers, using one or more types of media
An example of upward communication would be ____________ A. a CEO sending out a newsletter B. two production departments discussing a new machine purchase C. an employee receiving a promotion D. an employee telling a supervisor about potential problems with a delivery process at a review E. an executive providing information about a corporate policy to an employee at a weekly meeting
D. an employee telling a supervisor about potential problems with a delivery process at a review
Which of the following is one of the four general guidelines for using communication technology effectively? A. avoid in-person communication whenever possible B. always assume the message will be read as an email C. use a text message for sensitive communication D. learn how to use technological tools productively E. promote information overload and information technology addiction
D. learn how to use technological tools productively
ethical lapse
a clearly unethical choice
copyright
a form of legal protection for the expression of creative ideas
contract
a legally binding promise between two parties in which one party make a specified offer and the other party accepts
perception
a person's awareness of view of reality; also the process of detecting incoming messages
informal communication network
all communication that takes place outside the formal network; often referred to as the grapevine or the rumor mill
social communication model
an interactive, conversational approach to communication in which formerly passive audience members are empowered to participate fully
intellectual property (IP)
assets including patents, copyrighted materials trade secrets, and even internet domain names
critical thinking
is the ability to evaluate evidence completely and objectively in order to form logical conlusions and make sound recommendation
communication
is the process of transferring information and meaning between senders and receivers
professionalism
is the quality of performing at a high level and conducting oneself with purpose and pride.
encoding
putting an idea into a message (using words, images, or a combination of both)
ethical dilemma
situation that involves making a choice when the alternatives aren't completely wrong or completely right
communication channels
systems used to deliver messages