Chapter 2
Open Ended Question
A question that invites further discussion, can be answered in a number of ways
Leading question
A question that suggests the answer
Closed Question
A question with a straight forward answer, no room for elaboration
Rhetorical question
A question with an obvious answer and one that does not really call for a response
Organizational Culture
A relatively constant and collective system of behaviors and values within an organization.
Parliamentary procedure
A set of rules that governs the way groups conduct business and make decisions in meetings
Expert opinion
A single person who has the knowledge or skill to make an informed decision decides for the group
Work group
A small, interdependent collection of people with a common identity who interact with one another, usually face-to-face over time, to reach a goal
Emblems
Nonverbal actions or behaviors that have a direct verbal translation
Affect displays
Nonverbal actions or behaviors that substitute for verbal language
Equivocal Terms
Those with two different but equally acceptable meanings
Collectivist culture
Tight social frameworks in which members of a group feel primary loyalty toward one another and the group to which they belong, welfare of the organization is as important as their own Ex: China
Silent Language Articles
Time is different based on culture. America: time is essential to everyday, tied closely with respect and who you are as a person. Opposite stories: the diplomat waiting for a meeting, the celebration in the middle of the night, the workers waking their boss, the people whose concept of time is always in the present, the man's store being closed on Sunday's
Polychronic time orientation
Time takes a backseat to personal relationships, less concerned with punctuality ex: latin american cultures
Leading Questions
"You're interested in helping us work on this year's United Way project, aren't you?
Vocalics:
"para language" how people use voices -tone, volume, pitch, articulation
Tentative Language
(Direct Statements vs. Guided Questions (tentative)
7 Elements of the Basic Speech Communication Process
- Speaker: Person who initiates the communication process. - Message: Whatever a speaker communicates to someone else. - Channel: The means by which the message is communicated. - Listener: The person who receives the communicated message. - Feedback: The response of the listener. - Interference: Anything that impedes the communication of the message. - Situation: The time and place in which the communication takes place.
Peer Evaluation:
- cause of communcation apprehension
Corporate Culture
- code of conduct (of company) - if you are aware of unethical issues within the company, you should report to the company first. Only if there is no response should you bring the issues to outside sources
Obligations to your Employer
- competence/diligence - generosity - honesty - confidentiality - loyalty
Social Media
- don't post anything you wouldn't say to your boss - be aware of corporate policy - ethical communication: be sensitive to other cultures and abide by foreign/domestic laws - be honest, clear, professional, and kind
Truths about Ethics
- ethics are complicated - employees have an obligation to think through the issues - the blame for faulty products usually rests with the manufacturers rather than with the consumers
Contract Law
- express warranty - implied warranty: merchantability warranty OR fitness warranty * for legal advice - consult a lawyer!
Copyright Law
- protects intellectual rights - fair use rights - some exceptions where you can copy others' works for educational use, etc.
Functions of verbal support
-Add interest, clarity, or proof to a presentation
Rules for brainstroming
-All evaluation and criticism of ideas is forbidden during the early phases of the process -Quantity of ideas is the goal -New combinations of ideas are sought
NONVERBAL COMMUNICATION: NONVERBAL CHARACTERISTICS:
-Always has communicative value. -Is powerful. -Is ambiguous. -Primarily expresses attitudes. -Affects career success. -Is culture-bound.
INFORMATION-GATHER INTERVIEW:
-Approach. *View information-gathering. -Types. *Investigate. *Survey. *Diagnostic. *Research. *Exit.
Types of opening statements
-Ask a question -Tell a story -Present a question -Make a startling statement -Refer to the audience -Refer to the occasion -Use humor
Three parts of an intro
-Attention getter -Thesis -Preview
INFLAMMATORY LANGUAGE:
-Avoid biased language. -Beware of trigger words.
What are the five approaches to conflict and when would it be a good time to use them
-Avoiding -Accommodating--emphasizes cooperation -Competing--has to be their way -Collaborating -Compromising
MEETING GENDER-RELATED LANGUAGE CHALLENGES:
-Be aware of different styles. -Switch styles. -Combine styles.
COMMUNICATION ACROSS DIVERSITY:
-Become culturally literate. -View diversity as opportunity. -Avoid ethnocentrism (forced views.) -Don't condescend (make people feel lower.) -Create dialogue.
Where to put transitions
-Between intro and body -Between main points within the body -Between the body and conclusion
Functions of introductions
-Capture the listeners' attention -Give your audience a reason to listen -Set the proper tone for the topic and setting -Establish your qualifications -Introduce your thesis and preview your presentation
CULTURAL DIVERSITY AND COMMUNICATION:
-Changing demographics. -Increased multi-national companies. -Global talent prioritized.
Difference between claims and support
-Claims: What it is -Support: How do you know it's true
What are the four tips for preparing for negotations
-Clarify your interest and needs -Consider the best time to raise the issue -Consider cultural differences -Preparing your statement
VERBAL AND NONVERBAL MESSAGES: VERBAL MESSAGES:
-Clarity ambiguity. *Use unequivocal terms to avoid misunderstandings. *-Equivocal terms. **Differing interpretations. **Differing cultural values. *Use lower level abstractions. *-Low-level abstractions. *-High-level abstractions. *-Relative words. *Use slang with caution. *Use jargon judiciously. *-To save time. *-To add credibility. *-Avoid business buzzwords. *Use strategic ambiguity. *-To promote harmony. *-To soften difficult messages. *-To make a point indirectly. *Choose optimum degree of powerful language. *-Types of less powerful language.
Characteristics of effective teams
-Clear shared goal -Result-driven structure -Competent team members -Standards of excellence
NATURE OF COMMUNICATION:
-Communication contexts: *Physical. *Social. *Chronological. *Cultural.
COMMUNICATION PRINCIPLES:
-Communication: *Is unavoidable. *Operates on 2 levels (encoder and decoder//communicators). *Is irreversible. *Is a process. *Is not a panacea (cure for all).
Storming
-Conflict phase -Members take a strong stand on the issue and defend their positions against each others -Disagreement likely the greatest during this stage
5 decision-making mehtods
-Consensus -Majority vote -Minority decision -Expert opinion -Authority rule
RESPONDING:
-Consider dismissing. -Tell harasser to stop. -Keep notes. -Write letter. -Ask for 3rd party intervention. -Use company channels. -File legal complaint.
CULTURAL DIFFERENCES IN BUSINESS:
-Customs and behavior. -Formality. -Social customs: *Greetings. *Business cards. *Gift giving. *Socializing. *Styles of dress. *Time *-Monochronic. *-Polychronic. *Tolerance for conflict. *Gender roles.
PLANNING THE INTERVIEW:
-Define goal. -Identify/analyze other party. *Knowledge level. *Other's concept of self. *Your image. *Attitude. -Prepare list of topics. -Choose best interview structure. *Highly structures. *Unstructured. *Moderately structured. -Consider possible questions. *Primary and secondary. *Open and closed. *Factual and opinion. *Direct and indirect. *Hypothetical and critical incident. *Leading. -Arrange setting. *Time. *-What time of day? *-Schedules. *Place. *-Distraction free. *-Physical arrangement.
Types of verbal support
-Definition -Example -Story -Stats -Comparisons -Quotes
4 steps to organize the body of a presentation
-Don't being planning at the intro -Brainstorm ideas for the body -Identify the key points that support your thesis -organize those key points
Tips for brainstorming
-Don't let the boss speak first -Encourage members to speak whenever they have an idea. Don't follow a set speaking order -Include a variety of members in a session
Guidelines for verbal elements
-Don't speak like you write -Keep most sentences short -Use active voice -Address your listeners by name -Don't emphasize mistakes -Use proper vocabulary, enunciation, and pronunciation
USING COMMUNICATION NETWORKS:
-Downward Communication: *Job instructions. *Job rationale. *Procedures and practice. *Feedback. *Indoctrination. -Upward Communication: *What subordinates are doing. *Unsolved work problems. *Suggestions for improvement. *How subordinates feel. -Horizontal Communication: *Task coordination. *Problem solving. *Sharing information. *Conflict resolution. *Building rapport. -Informal Communication Networks: *Confirming formal messages. *Expanding on formal messages. *Contradicting official messages. *Circumventing formal channels.
Guidelines for visual elements of delivery
-Dress effectively -Speak with confidence and authority -Get set before speaking -Begin without looking at notes -Establish and maintain eye contact -Don't pack up early -Pause, then move out confidently at the end
Norming
-Emergence phase -Occurs when members end their disagreement and solve the problem
Characteristics of defense-arousing communication
-Evaluative -Controlling -Manipulative -Indifferent about others -Demonstrate an attitude of being superior -Not being open minded
MASCULINE AND FEMININE LANGUAGE USE:
-Feminine speech: *Rapport talk. *Expressive tool. *Supportive. *Tentative. -Masculine speech: *Rapport talk. *Instrumental tool. *Advice. *Assertive. *Dominant.
5 aspects of effective communication in teams
-Fill functional roles -Recognize both team and personal goals -Promote desirable norms -Promote an optimal level of cohesiveness -Avoid excessive conformity--avoiding groupthink -Task roles--accomplishing the job at hand -Relational roles--keep interactions between team members running smoothly
Stages in group problem solving
-Forming -Storming -Norming -Performing
Guidelines for selecting visual aids
-Have a reason for using a visual aid -Keep slide shows brief
DIMENSIONS OF CULTURAL DIVERSITY:
-High-context: *Meaning conveyed subtly. *-Save face. *-Social harmony. -Low-context: *Meaning conveyed by words spoken. -Individualism: *When you make decisions only for yourself. *Decisions are made to benefit the one making them. -Collectivism: *Everyone makes decisions based off what is best for the company and everyone's welfare. -Power distance: *How you accept authority. Levels of power and accepting them -Uncertainty avoidance: *Try to take away risk factors. -Task orientation vs. social orientation: *High performance vs. social atmosphere (relaxed). -Short-term orientation vs. long-term orientation: *Want gratitude quick vs. putting in work for a long time (years) and receive gratitude after retiring.
Parts of an action plan
-Identify tasks that must be accomplished -Identify resources necessary to make the plan work -Define individual responsibilities -Plan for emergencies/anticipate problems
What are the four tips for conducting negotiations
-Identify the ends both parties are seeking -Brainstorm a list of possible solutions -Evaluate the alternative solutions -Implement and follow up on the solution
COMMUNICATING AT WORK: Importance of Communication:
-Important in all jobs. -Leads to promotability. -Adds to success. -In top 10 qualities or skills wanted by employers.
TYPES OF INTERVIEWS:
-Information-gathering. -Career research. -Employment. -Performance appraisal (Appendix I).
ETHICS OF INTERVIEWING:
-Interviewers: *Make only promises you are willing and able to keep. *Keep confidences. -Interviewee: *Don't misrepresent facts or your position. *Don't waste interviewers time.
FACE-TO-FACE AND ELECTRONIC COMMUNICATION CHANNELS:
-It's permanent. -Prove to error. -Be careful. -Choosing communication channel: *Consider desired tone. *Consider organization's culture. *Consider using multiple channels.
CO-CULTURAL DIMENSIONS OF DIVERSE SOCIETY:
-Language. -Regional differences. -Ethnicity. *Talk and silence. *Conflict. *Disclosure. *Nonverbal standards. -Generational differences: *Matures (golden age, before 1945). *Boomers (1945-1964). *Generation X (1965-1980). *Generation Y (1980-2000). -Disabilities: *Communication guidelines. *-People with disabilities. -Responding to challenges: *Avoiding *Accommodating *Forcing *Eduvating - persuading *Negotiation - compromising *Collaboration - problem solving
ORGANIZATIONAL CULTURE AND CAREER PLANNING:
-Learn about company's culture by: *Studying physical setting. *Read what company says about itself. *Observe communication practices. *Interview company people. *Learn how people spend their time.
NATURE OF CULTURE:
-Learned, not innate. -Invisible to those accustomed to particular culture.
5 rules for main points in a presentation
-Main points should be stated as claims -All points should develop the thesis -A presentation should contain no more than five main points -Main points should be parallel in structure whenever possible -Each main point should contain only one idea
Guidelines for designing visual aids
-Make sure visual is large enough to see -Keep design simple -Use only a few words -Use only horizontal printing
Four methods of delivery of presentations
-Manuscript -Memorized -Extemporaneous--planned and rehearsed but not memorized word for word--like speech given to class -Improptu--Random speech given--like customer asking you to talk about a product
LISTEN MORE EFFECTIVELY:
-Mindful listening. -Mindless listening. -Listening to understand: *Withhold judgement. *Talk and interrupt less. *Ask questions. *-Sincere. *-Counterfeit. *Paraphrasing: *-Content. *-Intent. *-Feeling. *Nonverbal cues: -Listening to evaluate: *Analyze speaker's evidence. *Examine emotional appeals.
IMPROVING NONVERBAL EFFECTIVENESS:
-Monitor your behavior. -Demonstrate interest in others. -Be positive. -Observe conventions.
IMPORTANCE OF LISTENING:
-Most frequent skill used at work. -Affects quality, productivity, and costs. -Good listeners are more successful.
PROCESS OF COMMUNICATIONS:
-Noise can be physical or psychological.
CONDUCTING TE INTERVIEW:
-Opening. *Greeting and building rapport. *Orientation. *Motivation for interview. -Orientation. *Reason for interview. *Information needed. *Ground rules. *Length. -Body. *Role of the interviewer. *-Control and focus. *-Listen actively. *-Probe for information. *-*Elaboration. *-*Clarification. *-*Paraphrasing. *-*Silence. *-*Prods. *Role of the interviewee. *-Listen actively. *-Give clear, detailed answers to questions asked. *-Correct any misunderstandings. *-Cover your agenda. -Closing. *Review and clarify results. *Establish future actions. *Conclude with pleasantries.
Forming
-Orientation phase -Members may not know each other very well so people are cautious about making statements that might offend -People don't take strong stances on any issues
LISTENING STYLES:
-People-oriented. -Action-oriented. -Content-oriented. -Time-oriented.
BARRIERS OF EFFECTIVE LISTENING:
-Physiological barriers. *Hearing problems. *Rapid thought. -Environmental barriers: *Physical distractions. *Problems in channel. *Message overload. -Attitudinal barriers: *Preoccupation. *Egocentrism. *Fear of appearing ignorant. -False assumption: *Effective communication is sender's responsibility. *Listening is passive. *Talking has more advantages. -Sociocultural differences: *Cultural difference. *Gender differences. *Lack of training.
Six tips to giving praise well
-Praise promptly--the more quickly you provide positive feedback, the more meaningful it is -Make praise specific -Praise progress, not just perfection--"This draft is a lot clearer" -Praise intermittently--Praise when it will be most effective -Relay praise -Praise sincerely
EMPLOYMENT INTERVIEW:
-Pre-interview steps. *Clean up online identity. *Conduct background research. *Contact potential employers. *-Cover letter. *-Resume. *-Prepare for different formats. *-*Panel interview. *-*Stress interview. *-*Audition interview. *-* Behavioral interview. *Think constructively. *Dress/act appropriately. -During the interview. *Anticipate key questions. *-Educational background. *-Work experience. *-Career goals. *-Personal traits. *-Knowledge of organization and job. *Respond to employer's needs and concerns. *Be honest. *Emphasize positivity. *-Use positive attributes. *-Avoid criticizing others. *Backup answers with evidence (PAR.) *-Problem. *-Action. *-Result. *Keep answers brief. *Be enthusiastic. *Have your questions answered. *Rehearse interview. -Post-interview follow up. *Thank you letter. *-Demonstrates courtesy. *-Reminds employer of you. *-Provide facts. *-Reminder of promises. *-Correct misunderstandings. -Interviewing and law. *BFOQ. *Responding to illegal questions. *-Answer without objection. *-Seek explanation. *-Redirection. *-Refusal to answer.
Functions of transitions
-Promote clarity -Emphasize important ideas -Keep listeners interested
PRINCIPLES OF INTERVIEWING: INTERVIEW CHARACTERISTICS:
-Purposeful. -Control. -Two parties. -Amount of speaking. -Different types.
How to add transitions effectively
-Refer to both preceding and upcoming ideas--like a bridge -They call attention to themselves--let listeners know you're moving form one idea to another so they can follow the structure of your ideas
Performing
-Reinforcement phase -Members not only accept the decision but also actively endorse it
Two parts of a conclusion
-Review -Closing statement
What are the three options for responding to criticism
-Seek more information--ask for examples or clarification, ask what the critic wants -Agree with the criticism--agree with the facts, agree with the critic's rights to his or her own perception -Work for a cooperative solution--Ask for the chance to state your point of view, focus on a solution instead of finding fault
Functions of visual support
-Show how things look -Show how things relate to one another -Emphasize important points
5 characteristics of a work group
-Size--5 to 7 members ideal -Shared purpose -Interaction over time -Interdependence -Identity--title of group
DIMENSIONS OF ORGANIZATIONAL CULTURE:
-Sociability. -Power distribution and job autonomy. -Degree of structure. -Achievement. -Opportunities for growth. -Tolerance for risk and change. -Conflict tolerance. -Emotional support.
Guidelines for vocal elements
-Speak with enthusiasm and sincerity -Speak loudly enough to be heard -Avoid disfluencies -Vary your speech -Use pauses effectively
How to handle Q&A sessions
-Start the ball rolling -Anticipate likely questions -Clarify complicated or confusing questions -Treat questions with respect -Keep answers focused on your goal -Buy time when necessary -Address your answer to the entire audience -Follow the last question with a summary
4 step method for citing sources
-State your point -Identify the source of your citation -State the content of your citation -Explain how and why the material is important for members for your audience
Importance of organizational climate
-The nature of relationships in work groups -Have a powerful effect on performance--been linked to productivity, job satisfaction, and employees' willingness to express dissent
What are the four things that conflicts are about
-The topic at hand--pay, budget, resources, schedules -The process--how to do something -Relational issues--how parties want to be treated by one another -Ego/identity issues--people in workplaces try to act competent, honest, professional fair
What is a thesis statement and how is it different from a goal?
-Thesis statement is: -a single, summarizing sentence--the main idea -Repeated several times--once in intro, several times through body, again in conclusion -Goal is what you want the audience members to do after hearing the speech (I want people who haven't signed up yet to sign up for the United Way campaign
Three types of general goals for presentations
-To inform -To persuade -To entertain
Difference between trait, style, and contingency perspectives of leadership
-Trait--Based on the belief that all leaders possess common traits that lead to their effectiveness -Style--Three different style approaches: Authoritarian-using the power at their disposal to control members. Democratic-inviting members to help make decisions. Laissez-faire-designated leader gives up the power of that position and transforms the group into a leaderless collection of equals -Contingency--The way you manage is dependent on the circumstance
SEXUAL HARRASSMENT:
-Types: *-Quid pro quo. *-Hostile work environment.
Characteristics of defense-reducing communication
-Use descriptive "I" Language--"I'll be in trouble if we turn in a report with too many errors" -Problem-oriented messages--develop a solution that meets everyone's needs -Be honest -Show concern for others -Demonstrate an attitude of equality--"Could you get me the files" instead of "Get me the files" -Be open minded
ETHICAL DEMINSIONS OF COMMUNICATION:
-Utilitarian Approach: *Does this action provide the greatest good for the greatest number? -Rights Approach: *Does this action respect the moral rights (truth, privacy, noninjury, promises) for everyone? -Fairness or Justice Approach: *Is this action fair and free of discrimination or favoritism? -Common-Good Approach: *Does the action further the common or community good? -Virtue Approach: *Does tis action promote the development of moral virtue (character) in me and my community. -Professional Ethic: *How would an impartial jury of your professional peers judge this action? -Publicity Test: *Would you be comfortable having the public learn about your behavior in the broadcast or print media?
CAREER RESEARCH INTERVIEW:
-Value of personal contacts. *Conduct research. *Be remembered. *Gain referrals. -Choosing interviewees. -Contacting prospective interviewees. -Following up.
CULTIVATING PERSONAL NETWORKS:
-View everyone as prospect. -Be sensitive to personal and cultural factors. -Treat contracts with gratitude and respect. -Help others. -Get referral to secondary sources. -Seek mentor.
Three elements of delivery
-Visual: how you look -Verbal: the words you choose -Vocal: how you sound
TYPES:
-Voice: *Paralanguage. *Appearance. *-Attractiveness. *-Clothing. **Choosing work wardrobe. *Face and eyes. *-Facial expression. *-Eye contact. *Posture and movement. *Personal space and distance. *-Reflects attitudes. *-Creates feelings. *-Indicates power. *Physical environment. *Privacy. *Noise. *Odors. *Children. *Illness. *Time. *-Use of time. *-Variations in culture.
Novelty:
-cause of communication apprehension -if the type of communication situation is not frequent/common for you
Formality:
-cause of communication apprehension -preparing/ organizing something to be in the spotlight can create nervousness
Lack of attention
-from audience can cause communication apprehension
KEYS
-know yourself -evaluate the professional context -your communication interaction -step back and repeat
Interpersonal Communication:
-people skills -helps you build relationships in your personal/professional life
5 Phases of nominal group technique
1) Anonymous idea collection 2) Post ideas 3) Discuss ideas but don't criticize or evaluate 4) Privately rank ideas 5) Critically discuss top-ranked ideas and make a decision
7 steps of reflective-thinking sequence
1) Define the problem--create a problem statement 2) Analyze the problem 3) Establish criteria for a solution 4) Generate possible solutions--brainstorm/nominal group technique 5) Decide on a solution 6) Implement the solution--Create an action plan 7) Follow up on the solution
Characteristics of constructive feedback
1) It is descriptive not evaluative--"The style of your report was clear and concise" instead of evaluative--"That was a terrific report 2) It focuses on behavior--"Slow down a little bit" instead of personal characteristics--"You could be a lot faster on that machine" 3) It is specific-- "I couldn't hear you" instead of general--"You're voice isn't effective" 4) It is times appropriately--"Let's get together at 2:00" instead of being vague--"Let's get together sometime" 5) It is offered-- "My reaction to your report might help you prepare for your meeting. Want to get together this afternoon" instead of imposed--"I have to talk to you about your report before the meeting"
Steps in planning a message
1. Determine the purpose of the message 2. What do you want to learn about the audience 3. Adapt the message to the audience 4. Select an appropriate outline 5. Prepare the First Draft 6. Revise and Proofread
Steps a business takes in setting a social media strategy
1. Establish Goals 2. Listen - learn about your audience 3. Build - Choose channels wisely; home base 4. Engage - 5. Analyze and optimize a. Conversation rate b. Amplification Rate c. Applause Rate d. Economic Value
Barriers to Intercultural
1. Ethnocentric 2. Stereotypes 3. Interpretation of time 4. Personal Space Requirements 5. Body Language 6. Translation Limitations 7. Lack of Language Training
Organizational plans for informative presentations
1. Introduction A. Attention Getter B. Thesis C. Preview 2. Body (2-5 main points) 3. Conclusion A. Review B. Closing statement
Ways to engage with cultural differences
1. Learning about culture 2. Having patience with yourself and other 3. Get Help when needed 4. Participate in Diversity Understanding
Theory Y
1. People like to be challenged 2. Talent is widely distributed 3. Workers motivated to work independently
Maslow's Hierarchy of Needs
1. Physiological 2. Safety 3. Love 4. Esteem 5. Self-Actualization
Appropriate proofreading
1. Read out loud 2. Print out paper and write on it. 3. have a friend read it to you. 4. Put the paper away for 24 hours
Four Moral Standards (just a starting point!)
1. Rights - basic needs of people 2. Justice - costs/benefits distributed among a group (equal pay) 3. Utility - positive and negative effects of a decision 4. Care - relationship to others
Exceptions for Inductive approach
1. Show Power 2. Repeated Quest 3. Ridiculous
Four Dimensions of Business behavior; with examples
1. Unethical and Illegal - Improper waste management (pollution) 2. Unethical and Legal - Marketing Tactics (Credit Card) 3. Ethical and Illegal - Speeding to get to a meeting 4. Ethical and Legal -
Theory X
1. Workers Dislike work 2. Workers do as little as possible 3. Segmenting work
paraphrase
1. content (basic) 2. intent (why spoke up) 3. feeling
stages intercultural sensitivity
1. denial 2. defense 3. minimization 4. acceptance 5. adaptation 6. intergration
Nonverbal communication does what?
1. expresses emotion 2. convey interpersonal attitudes 3. present ones personality (character, disposition, temperament) 4. to accompany verbal communication -can be a substitute for a word or phrase within a verbal message (ex: nodding instead of saying yes) -can regulate verbal messages (whose turn it is to speak)
Liability Law
1. product is dangerous 2. danger is known by the manufacturer 3. danger is present with usual use 4. danger is not obvious or known by the user
communication is (3 things):
1. unavoidable 2. operates on two levels (content and relational) 3. a process (sender-medium-receiver)
Obligations to...
1. your employer 2. the public 3. the environment
What are the steps in the 3x3 writing process?
1.) Prewriting 2.) Drafting 3.) Revising
In the workplace you will want your writing to be:
1.) Purposeful 2.) Economical 3.) Audience Oriented
What are the steps in the communication process?
1.) Sender has idea 2.) Sender encodes message 3.) Sender selects channel, transmits message 4.) Receiver decodes message 5.) Feedback returns to sender
3 dimensions that indicate how we use non verbals to make sense of things:
1.) immediacy: we react to things by evaluating them as positive or negative 2.) status: we perceive behaviors that indicate various aspects of status to us e: rich vs. poor, strong vs. weak 3.) Responsiveness: we perceive activity as being active or passive. This signals the intensity of our feelings about a person or subject
boomers
1946-1964 (lives shaped by social reforms during 60s)
gen x
1965-1982 - okay with tech seeks work life balance values performance
gen y
1982 1991- international world view great with tech and multitaksing and high career expectations
How long should you wait before sending an appreciation message?
2-3 business days
Dave Carroll posted "United Breaks Guitars" on YouTube and within six days more than ____viewers had listened to the video.
2.4 million
On Average, you should expect to spend about _______ percent of your time prewriting, _______ percent drafting, and _______ percent revising
25, 25, 50
Nominal group technique (NGT)
5 phases 1. Each member writes ideas, discussion member collects 2. All ideas are posted for everyone to see 3. Members discuss ideas but criticism is prohibited 4. Each member privately rank orders the ideas from most to least promising 5. The group critically and thoroughly discusses items with the greatest number of votes, a decision is made
Reflective-thinking sequence
7 phases 1. Define the problem 2. Analyze the problem 3. Establish criteria for a solution 4. Generate possible solutions to the problem 5. Decide on a solution 6. Implement the solution 7. Follow up on the solution
General goal
A broad indication of what you're trying to accomplish
Consensus
A collective group decision that every member is willing to support
Long term orientation
A cultural organization that emphasizes long lasting goals rather than shor term gratification
Polychromic time orientation
A cultural orientation in whcih poeple and personal relationshiops are more importatnt than than appointments and efficency of time
Short term orientation
A cultural orientation that values quick payoffs over long-range goals
Monochromic time orientation
A cultural orientation that values time, efficency, promptness and chronological order over personal relationships
Style approach
A designated leader can choose a way of communicating that would increase effectiveness
Minority decision
A few members make a decision affecting the entire group
Motivated sequence
A five-step scheme designed to boost the audience's involvement and interest 1. attention 2. need 3. satisfaction 4. visualization 5. action
Flip charts
A large pad of paper attached to an easel
Agenda
A list of topics to be covered in a meeting
Formal Communication Networks
A network of communication flow typified by the formal organization chart; dictated by the technical, political and economic environment.
Claim
A statement asserting a fact or belief
Biased language
A statement that seems objective but actually conceals the speaker's attitude
Meeting minutes
A written record of the major discussions held, decisions made, and action items assigned
language is:
ALWAYS SYMBOLIC
skills for successful participation in team environments
Ability to give/take criticism. Breaking down emotional barriers ability to promote team functioning understanding the feelings and needs of co-workers overcoming cultural barriers applying leadership skills
Task oriented listening
Action-oriented, most concerned with the task at hand. Main goal is to understand the facts and ideas that are being communicated
One of the top ways that google ranks search engine
Activity on Social Media
Direct questions
Aimed at a particular individual, who is addressed by name
Graphs
Allow the correlation between two quantities
Video conferences
Allow users in distant locations to see one another while they talk
Presentation software
Allows anyone with a computer to create and deliver a professional-looking presentation with text and visuals
Which of the following statements is not true?
Emblems have consistent discernable meanings from one culture to another
Amazon Articles Highlights
Amazon has a toxic atmosphere, the competition is crippling, people cry at their desks and in the bathroom. They don't respect women or their maternity leaves. Response: Amazon has competition but they have never heard these claims before
How has Age Demographic Changed since 1995
Amount of Older aged people is increasing
Brainstorming
An approach that encourages free thinking and minimizes conformity
Groupthink
An unwillingness, for the sake of harmony, to examine ideas critically
Prewriting involves:
Analyzing, Anticipating, Adapting
Supporting material
Anything that backs up the claims in a presentation
Noise
Anything that interrupts the transmission of a message in the communication process
Chronological pattern
Arranges your points according to their sequence in time
Pictograms
Artistic variations of bar, column, or pie charts
Which of the following statements is true for improving your listening?
Continually summarize the speaker's points by repeating the keywords in your mind
Decoding
Attaching meaning to the words or symbols, understanding the message in your personal way
Power distance
Attitudes toward differences in authority. High power distance: Mexico. Low power distance: U.S.
Three parts of a presentations
Audience: -Who are they? -How much do they know? -What is the demographic? Yourself: -Your goal -Your knowledge -Your feelings about the topic Context -Facilities -Time -Context
Although all of the following are important, which one should be the first step when giving instructions?
Begin with an overall picture
Encoding
Converting the idea into words or gestures that will convey meaning
horizontal/lateral communication
Coordination of interrelated activities. Problem-Solving efforts
High level abstractions
Cover a broader range of possible objects or events without describing them in much detail
Power language
Avoiding unnecessary qualifiers, embed intense or animated language in message
Conflict approaches
Avoiding, accommodating, competing, collaborating, compromising
Behavioral Interview
Based on the assumption that past experience is the best predictor of future performance- explore specifics about the candidates past accomplishments
Trait approach
Based on the belief that all leaders possess common traits that lead to their effectiveness
Contingency approach
Based on the idea that the "best" leadership style is flexible- it changes from one situation to the next
Bar charts
Compare the value of several items
Examples
Brief illustrations that back up or explain a point
Panel Interview
Candidate is questioned by several people
Unstructured Interview
Casual style, more personal and conversational
Active Voice
Clear and concise. John kicked the ball
elements of developing cultural intelligence
Cognitive knowledge. Motivation. Behavioral adaptability.
How do electronic tools help people?
Collecting and analyzing data. Shaping messages to be clearer and useful. Communicating quickly and efficiently with others in geographically dispersed locations
Connection power
Comes from the connections he/she has with influential or important people inside or outside the organization
Expert power
Comes from the group's recognition of a member's expertise in a certain area
Relational Communication
Communication processes in personal relationships, relational messages: signals indicating how they feel about one another
The communication model
Communicator, channels, noise, encoding/decoding
Ethical Dimensions of Communication
DOES MY ACTION: Utilitarian approach (greatest good for the greatest number), Rights approach (respect the moral rights of everyone), Fairness/Justice Approach (fair and free of discrimination), Common good approach (further community good), Virtue Approach (promote development of moral virtue in me and my community). Two extras: professional ethic, publicity test
Functional roles
Defines influence in terms of fulfilling essential functions, not formal titles
Impression Management
Deliberately designing verbal and nonverbal messages to create a particular set of impressions
Audition Interview
Demonstrate whatever skills the employer is looking for
Characteristics of Organizational Culture
Department formalization, institutionalizations, rewarded complexity, outcome orientation, beliefs and values
Jargon
Describes technical or specialized terms within a field
Specific goal
Describes the outcome you are seeking
Overhead questions
Directed toward the group as a whole, and anyone is free to answer
genderlects
Distinct and different styles of speaking that characterize masculine and feminine speech.
Revising involves:
Editing, Proofreading, Evaluating
Key questions to anticipate in an interview
Educational background, work experience, career goals, personal traits, knowledge of organization and job
Brand Ambassador
Embodies the corporation. When you see the person, you think of the company.
"You" view (concentrating on audience benefits)
Emphasize second-person (you,your) instead of first-person (I/we,us,our)
Why is creating a positive communication climate at work (in comparison to a negative one) important?
Employees feel valued in a positive climate and unappreciated in a negative climate.
Stress Interview
Evaluate your behavior under pressure, ex: role play situation, purposely give you only certain information
Components of an Information Gathering Email
Examples: investigative, survey, research. Collect background information, define interview goals and questions, choose the right interviewee
communication
Exchanging and interpreting information and meaning among individuals. Used to inform, persuade, and entertain
Definitions
Explaining the meaning of terms that are unfamiliar to an audience or used in a specialized or uncommon way which removes confusion
List some communication channels:
Face-to-face conversation, Telephone, Video chat, E-mail, IM, Letter, Memo, Blog, Report, Wiki
Noise
Factors that interfere with the exchange of messages
Laissez-faire
Gives up power of that position and transforms the group into a leaderless collection of individuals
Moderately Structured Interview
Follows a guideline of questions but is open for slight tangents and elaborations
Structured Interview
Follows a strict list of questions
Inductive Approach
For bad messages. Details then the main idea.
Deductive Approach
For good messages. Main idea then the details.
Supportive Leadership
From Hersey and Blanchard Situational Leadership Model. Encouraging and more space
Directive Leadership
From Hersey and Blanchard Situational Leadership Model. close monitoring and micromanaging
Topical pattern
Groups your ideas around some logical themes or divisions in your subject
Illustrators
Hand and arm movements that enhance or reinforce your verbal messages
Relational roles
Help keep the interaction between members running smoothly
Low Level abstractions
Highly specific statements that refer directly to objects or events that can be observed
Common Interview Questions
How has your education prepared you for your career? Tell me about your past jobs. Why are you interested in this position? In your own words, how would you describe yourself?
Stories
Illustrate a point by describing an incident in some detail
Pie charts
Illustrate component percentages of a single item
Ethnocentrism
Inclination to see all events from the perspective of your own culture and to evaluate your own culture as superior
The primary purpose for sending business messages are typically to _______ and to ________.
Inform, persuade
Norms
Informal, often unstated rules about what behavior is appropriate
Can an exceptional communicator overcome all barriers
No. If the building is on fire then I would not be able to communicate to someone
Virtual tams
Interact and function without being in the same place at the same time
Decoding
Interpreting the message from the sender
Democratic
Inviting members to help make decisions
Ethnocentrism
Judging a culture because of their values based on values of his/her own culture.
culture
LEARNED set of values beliefs norms customs rules and codes leads ppl to determine themselves as distinct group giving them sense of commonality
Imagery
Language that appears to the senses of touch, taste, sound, sight, and smell to create concrete, realistic images
Emergent leaders
Leaders may be chosen by the members of a group either officially or informally
Culture
Learned set of shared interpretations about beliefs, values, and norms, which affect the behaviors of a relatively large group of people
Critical listening
Listen to understand
Analytical listening
Listening to analyze, hear details. Content oriented
Comparisons
Make a point by showing how one idea resembles another
Metacommunication
Non-verbal Cues a. Tone, body language, gestures, facial expression
Channel
Medium, method used to deliver a message
Reinforcement phase
Members accept and actively endorse the decision made The fourth phase in a group's development
Individualistic culture
Members put their own interests and those of their immediate family ahead of social concerns, offer members plenty of freedom EX: America
Conflict phase
Members take a strong stand on the issue and defend their positions against the others The second stage in a group's development
Horizontal Communication
Messages between members with equal power
Upward Communication
Messages flowing from subordinates to superiors
Bias-free language
Modifying out verbal message to show out respect for and acceptance of others
Teleconferences
Multipart telephone calls
Components of An Elevator Speech
Name, current position, describe personal strengths or distinguishable information, state what you can do for others or ask for help (if you know of any openings), indicate how the person can get in touch with you
Paralanguage
Nonlinguistic vocal qualities such as rate, pitch, volume etc.
Statistics
Numbers used to represent an idea
Reverse questions
Occur when a member asks the leader a question and the leader refers the question back to the person who originally phrased it
upward communication
Occurs when subordinates initiate messages to their superiors
Relay questions
Occurs when the leader refers a question one member asks to the entire group
downward communication
Occus whenever superiors initiate messages to their subordinates
How many times should you apologize in an apology letter?
Once
Digital message
One that is generated, stored, processed, and transmitted electronically by computers using strings of positive and nonpositive binary code
Task roles
Play and important part in the task at hand
Spatial pattern
Organizes material according to how it is put together or where it is physically located
Social orientation
Oriented around getting along, group projects, social events etc.
task orientation
Oriented around getting stuff done, task lists, cubicles etc.
Informal Communication Networks
Patterns of interaction based on friendships, shared personal or career interests, and proximity
Informal Communication Networks
Patterns of interaction based on friendships, shared personal or career interests, and proximity.
Relational listening
People oriented, concerned with creating and maintaining positive relationships. Interested in understanding and supporting people than in evaluating them
Work Dignity
People's ability to gain a sense of self-respect and self-esteem from their jobs and to be treated respectfully by others.
Receiver
Person who the message was delivered to
Sender
Person who transmits the message
Gatekeeper
Personal assistants, receptionists, secretaries.
Proxemics
Personal space and distance
downward communication
Policies & procedures. Organizational goals & strategies. Work assignments. Employee development
7 forms of power possessed by members of groups
Position power--ability to influence that comes from the position one holds (CEO) -Coercive power--power to punish by denying pay raises or firing people -Reward power--ability to reward -Expert power--comes from the group's recognition of a member's expertise in a certain area -Referent power--the influence members hold due to the way others in the group feel about them: their respect, attraction, or liking--when boss is younger than employees it's hard to get their respect -Information power--the ability of some members to influence a group because of the information they possess--new employee who was hired from a competitor is likely to play a key role in new company -Connection power--the power you get because of who you know
Which of the following statements is true of trait anxiety?
Positive imagery is a successful method of managing trait anxiety.
_________ language generally conveys more information than _________ language does.
Positive, Negative
___________ the audience helps you decide whether your tone should be formal or informal and whether the receiver is likely to feel neutral, positive, or negative about your message
Profiling
Components of a confirmation email
Proper opening, 1st pp: thank them for meeting and reiterate the date, time, talk about what. 2nd pp: I hope we can discuss (2-3 possible topics). Thank them again and end email with name and contact info
Handouts
Provide a permanent record of your ideas
silver lining
Provides a thought that turns a discussion back to a positive discusssion
Comparative advantage organizational plan
Puts several alternatives side-by-side to show why yours is the best
Counterfeit question
Questions really disguised as forms of advice or subtle traps ("Why haven't you told me about this?")
Synchronous Communication
Real time communication between two people (face to face interaction or a phone call)
Masculine Speech
Refered to as report talk: focuses less on feelings and relationships and more on information, facts, knowledge, and competence
Column charts
Reflects changes in a single item over time
communication networks
Regular patterns of person to person relationships through which information flows in an organization
Drafting involves:
Researching, Organizing, Drafting
Self-directed work teams
Responsible for managing their own behavior to get a task done
Paraphrasing
Restating a speaker's ideas in your own words. Content (Clarify understanding of message), Intent (why they have spoken up), Feeling (Clarify emotions)
Criteria satisfaction organization strategy
Sets up criteria the audience will accept and then shows how your idea or product meets them
Cause-effect pattern
Shows that certain events have happened or will happen as a result of certain circumstances
Why is it important to understand an organization's culture? Consider before accepting a position with the organization as well as once you are working for the organization.
So that you can avoid confrontation or clashing of views.
Life-cycle theory
Suggests a leader's concern for tasks and relationships out to vary
Action items
Specific tasks assigned during the course of a meeting
Counter Proposal in a bad news message
States what you can do or offer instead Example: Sorry you can't get a full refund but here is 15% off.
Downward Communication
Superiors initiate messages to their subordinates (feedback, instructions, etc)
Majority vote
Support from most of the members
Formal Communication Networks
Systems designed by management to dictate who should talk to whom to get a job done
formal communication networks
Systems designed by management to dictate who should talk to whom to get a job done
Jargon
Technical terms unique to a particular work group or profession
Social Proximity
Tendency to form interpersonal relations with those that are close by
Trigger Words
Terms that have strong emotional associations that set off intense emotional reactions in certain listeners.
Trigger Words
Terms that set off a strong emotional reaction in certian listeners
Information power
The ability of some members to influence a group because of the information they possess
Position power
The ability to influence that comes from the position one holds
Reward power
The ability to reward
Passive Voice
The ball was kicked by John
Thesis statement
The central or key idea A single sentence that summarizes your message
Storming
The conflict phase
Cohesiveness
The degree to which members feel themselves part of a team and want to remain with that team
Authority rule
The designated leader makes the final decision
Norming
The emergence phase
Orientation phase
The first stage in a group's development A time of testing the waters
Territoriality
The fixed or semi-fixed space that you claim or stake as your own
Personal space
The immediate zone you carry around with you during your daily interactions
Receiver
The individual to whom the message is intended
Referent power
The influence members hold due to the way others in the group feel about them (attraction, respect, or liking)
Risky shift
The likelihood of a group to take positions that are more extreme than the members would choose on their own
Channel
The medium over which a message travels
Forming
The orientation phase
Coercive power
The power to punish
Relevancy challenge
The questioner tactfully asks a member to explain how an apparently off-the-track idea relates
Performing
The reinforcement phase
Team
The same attributes of a group, plus they have clear and aspiring goals, a results-driven structure, competent team members, unified commitment, a collaboration climate, standards of excellence, external support and recognition, and principled leadership.
Problem-solution pattern
The simplest persuasive scheme
Jargon
The specialized vocabulary of a profession or group
Presentation of self
The strategy of creating and sending verbal and nonverbal messages that tell others about the kind of person you are
Kinesics
The study of gestures used to communicate meanings
Proxemics
The study of meanings associated with the use of space and distance
Vocalics
The study of nonverbal uses of voice
Chronemics
The study of rules, beliefs, personality differences, and how people schedule what they do and what time means to them
Haptics
The study of touch
Designated leader
The supervisor, chairperson, coach, or manager who has formal authority and responsibility to supervise the task at hand
Emergence phase
The third phase in a group's development Members end their disagreement and solve the problem
Communication
The transmission of information and meaning from a sender to a receiver
Feedback
The verbal and nonverbal responses of the receiver
Quotations
The words of others who are authoritative or articulate to help you make a point more effectively than you could on your own
Which of the following statements is not true about people who experience a high level of communication anxiety?
Their status and pay is no different than that of less anxious people
McGregor Management Styles
Theory X and Theory Y
Encoding
Translating a thought into a verbal or nonverbal signal.
Decoding
Translating a verbal or nonverbal signal into a a thought and assigning it meaning.
Decoding
Translating the message from its symbol form into meaning
(T/F) Choosing the wrong medium can result in the message being less effective or even misunderstood
True
(T/F) Profiling your audience helps you make decisions about shaping the message
True
(T/F) Profiling your audience is a pivotal step in the writing process
True
(T/F) When it comes to drafting/writing, conciseness and clarity are what count in business
True
EMBLEMS are intentional body movements and gestures that communicate an exact meaning.
True
strengths of teamwork
Workers are happier. Efficiency increases. Enables a company to draw on the skills and imagination of a whole workforce
Adaptors
Unintentional hand, arm, leg, or other body movements used to reduce stress or relieve boredom
Parallel labels
Use of similar labels for comparable groups
Authoritarian
Using the power at their disposal to control members
Immediacy
Verbal and nonverbal behaviors that indicate closeness and liking
Monochronic time orientation
View time as a tangible substance (make, have, waste time), Schedules and punctuality are especially important Ex: America
Leader-Member Exchange (LMX)
Views leadership as a collection of multiple relationships with members, each one unique
Every message you write should begin with the notion that your audience is thinking __________
WIIFM (what's in it for me)
How are Formal Communication Networks usually illustrated?
With organizational charts.
Verbal immediacy
Words and phrases that reduce the perceived physical and psychological distance between communicators.
Acronyms
Words formed from the first letters of each word in a name of phrase`
Transitions
Words that connect the segments of a presentation
horizontal communication (lateral)
`communication flow between members of organization with equal power/authority
Recommendation Letter:
a form of written communication used to provide a documented reference for students and professionals
social media
a group of Internet-based applications that allow the creation and exchange of user generated context
culture
a learned set of shared interpretation about beliefs, values, norms, which affect the behaviors of a relatively large group of people
Culture
a learned set of shared interpretations about beliefs, values, and norms that affect the behaviors or a relatively large group of people
Uncertainty avoidance
a measure of a cultures tolerance for ambiguity, lack of structure and taking risks
Communication climate
a metaphor used to describe the quality of relationships in an organization
Phobia
a persistent, irrational fear that causes one to avoid specific situations
synergy
a situation in which the whole is greater than the sum of the parts
Organization
a speech plan that makes the speech easy to follow
biased language
a statement that seems objective but conceals speaker's attitude
Which of the following is NOT an advantage of using Instant Messaging?
access to detailed records
task orientation
accomplish tasks most important not managing personal relatios
Receiver
actively interpret messages from sender
According to your text, in Japan nodding the head shows
agreement
what has social media done?
altered communication between organizations, communities, and individuals
nonverbal comm is :
always has communicative value, powerful, ambiguous, primarily expresses attitudes, bound to culture
Panel Interviews
an interview in which the candidate is questioned by several people, they save the company time and, allow people to compare perceptions of candidate
performance anxiety
another term for stage fright
Nonverbal communication
any messages expressed by anything other than linguistic
message
any symbol/behavior from which others create meaning or that triggers a response
Hostile work environment
any verbal or nonverbal behavior that has the intention or effect of interfering with someones work or creating an enviornment that is intimidating, offensive or hostile
Situational Communication Apprehension:
apprehension to communicate in specific circumstances
Environment:
architecture, color, lighting, temperature 1. formality 2. warmth 3. privacy 4. familiarity 5. constraint 6. distance
Affect Displays:
are facial expressions and gestures that display emotion ex: smile= happy
Emblems:
are specific, widely understood meanings in a given culture that can actually substitute for a word or phrase ex: finger in front of lips means quiet
Downsizing letters:
are used to inform other businesses about skilled employees available for employment due to company downsizing
critical incident questions
ask interviewee about actual incident (opp of hypothetical)
Decoding
attaching meaning to a message
Power Distance
attitude toward difference in authority
Power distance
attitudes towards difference in authority
Avoiding
avoid conflict whenever possible
Friendliness
being a congenial speaker
communication apprehension
being afraid of public speaking situation
Business and Professional Excellence
being recognized for your skills as a communicator and serving as a role model
Conviction
believing in what you say
Confidence
believing in yourself
Fear
biological process where people secure energy to do a job that matters
The following are valid reasons for a company to develop a blog except
blogs are better than one-way communication
collaborating
both needs are met
Individuals in a group are more likely to participate if the group is seated in a
circular pattern
Moderately Structured Interview
combination of the two interviews, planned questions ensure coverage of important topics
content messages
communicating for a purpose (why)
group communication
communication among more than 2 people
interpersonal communication
communication between 2 people
nonverbal comm
communication sent by nonlinguistic means whether visually, vocally, physically
Relational Communication
communication that happens in relationships that are marriage, friendship, family
interpersonal communication
communication with oneself
Nonverbal Communication:
communication without words -communication is optimized when verbal/nonverbal elements operate in an integrated fashion, producing a coordinated/ synchronized effect
self-esteem
confidence in oneself
Recent research revealed that 80% of executives rank listening as the SECOND most important workplace skill
false
social orientation
cultural orientation places greater priority on personal relationships than on accomplishing tasks
masculine speech style
culturally influenced style of speaking that focuses on facts information knowledge and competence
feminine style of speech
culturally influenced style of speaking with needs to create connections and establish good will, show support and build community
Individualistic Culture
cultures inclined to put their own interests and those of their immediate family ahead of social concerns, great deal of freedom, achieve personal success
Collectivist Culture
cultures with tight social frameworks in which members of a group feel primary loyalty toward one another and the group to which they belong, China
Synchronous Communication
dare transferring in communication
Constitutive Rules:
define what communication means by prompting us to count certain kinds of communication ex: how people pay attention--> eye contact showing affection--> kissing
Context Based Communication Apprehension:
describes a fear of communication in certain contexts ex: fear of public speaking, but not afraid of talking/meeting new people but public speaking is different
Process Directives:
descriptions of new policies/ procedures and changes to those already in place
ways to improve diversity skills
develop cultural intelligence. global literacy competence model.
informal communication
develops as people interact within the formal system to accommodate their social and psychological needs. "the grapevine."
formal communication network
dictated by the technical, political, and economic environment
relational messages
dimension of messags that focus on how the two communicators feel about eachother
leading qs
direct interviewee to answer certain way- indicate answer in question many times
Enthusiasm
directed energy
SITUATIONAL ANXIETY is also known as communication apprehension
false
Quid quo pro sexual harassment
employment and or promotion depends on exchange for sexual favors
Verbal Communication:
encompasses both our word and our verbal fillers
Context
environment or setting (physical, social, chronological, cultural))
what are diversity challenges barriers to intercultural communication?
ethnocentrism, stereotypes, interpretation of time, personal space requirements, body language, translation limitations
Ethnocentrism
evaluation of other cultures according to preconceptions originating in the standards and customs of one's own culture
Disconfirming messages
everything was wrong, negative climates occur when people dont believe they are valued
Audience based communication apprehension:
explains a persons fear of speaking to certain people or groups
Intensification:
expression that exaggerates how we feel about something
interferences
factors that hinder communication
Noise
facts that interfere with exchange of messages
As a manager, if you find that you are always "putting out fires," then YOUR EMPLOYEES are not listening well enough.
false
At the INFORMAL level, the rules for cultural and nonverbal behaviors are openly known and easily stated by most citizens of a particular culture.
false
Current research would seem to indicate that most offices are UNDERLIT, and the result can be inefficiency, fatigue, and perhaps a sense of dislocation.
false
From CULTURE TO CULTURE, nonverbal symbols and meanings are the same for all three cultural levels.
false
Good listeners take DETAILED notes while they listen.
false
In the adapted story the Fifty-Nine-Story by Joe Morgenstern, Hamilton identifies four critical design "firsts" that were engineered by LeMessurier and his firm
false
PSYCHOLOGICAL distractions are frustrating because they stem from a breakdown in the communication system that we use rather than from the listener's lack of effort.
false
Participation is LESS ORGANIZED with videoconferencing than face to face meetings.
false
secondary questions
father extra info about qs alreayd asked
stage fright
fear of audiences
Conspicuousness:
feeling like all eyes/ spotlight is on you can cause communication apprehension
relational messages
focus on how communicators feel about one another
content messages
focus on topic under discussion
Business transactions between individuals who know each other are normally conducted
from within four to twelve feet
research interview
gather data on which to base a decision
matures
generation 1900-1945, lives shaped by great depression and ww2 value loyalty athority and punctuality
Illustrators:
gestures that complement, enhance, or substitute for the verbal message
Regulators:
gestures used to control the turn-taking in conversations ex: hands
Adapters:
gestures we use to release tension -playing with hands, poking, picking, fidgiting
Impression
getting off to a good start
Accommodating
giving ground instead of conflict, abandon ship, dont want to go through with conflict
organizational communication
groups combined in such a way that large tasks may be accomplished
The science of touch in nonverbal communication is referred to as
haptics
Dissimilarity:
having nothing in common with audience can cause communication apphrehension
channels
how the message is deliverered
Perception
how you see things
Kinesics:
human movement, gestures, posture
Prior history:
if you have had a bad experience it can affect your communcation
Communication Apprehension:
individuals level of fear/anxiety associated with real or anticipated communication with another person
indirect qs
info interviewer wants to know without asking directly
noise
internal or external distractions
In which stage do listeners decode the speaker's message into its understandable parts?
interpreting
Semantic barriers occur in which listening stage?
interpreting
investigative interview
interview to discover causes of incident or problem
survey interview
interview with a number of people to gather info for conclusions, interpretations, future action
Unstructured Interview
interview with no list of questions, but several topics to discuss, allow for flexibility
Stress Interviews
interviews to evaluate behavior under pressure
Audition Interviews
interviews where you are asked to demonstrate whatever skills the employer is looking for. Helpful to the employer
primary questions
introduce new topics, not broad response
General Language:
is usually characterized as vague statements that can easily be misunderstood
One guideline to follow in working with a supervisor is to listen to _________ your boss.
know
low context culture
language to express thought and meaning as logically as possible
Systematic desensitization involves:
learning to relax using deep muscle relaxation and breathing
4 dimensions of business behavior
legal/ethical, illegal/unethical, legal/unethical, illegal/ethical
Networking notes:
like thank you notes that remind employers of your interview and to emphasize that you're the right person for the job
content oriented listening style
listener hears details and evaluates what is being said
mindful listening style
listener is fully present, attentive, and thoughtful to messages we receive
people oriented listening style
listener most concerned with creating positive interpersonal relatios
time oriented listening style
listener thinks most about efficiency and time. prefers fast pace, appears impatient
action oriented listening style
listener understands and organizes facts to accomplish a task or get a job done
Analytical Listening
listeners concerned about attending to the full message before coming to judgement, they want to hear full details and analyze and issue from a variety of perspectives
Relational Listening
listeners most concerned with emotionally connecting with others, listen to understand how others feel, are aware of their emotions, and are highly responsive to those individuals
Task-Orientated Listening
listeners most interested in getting the job done, efficiency is their biggest concern
Critical Listening
listeners who have a strong desire to evaluate messages, they go beyond trying to understand the topics and try to asses its quality
mindless
listening is routine, mindless without mental investment
Specific Language:
makes precise references general: people relieved good scores Specific: 97% of class got an A
encoding/decoding
making sense of messages
Subordinate Status:
manager reviewing your work
Masking:
means hiding an expression connected to a felt emotion and replacing it with an expression more appropriate to the the situation
uncertainty avoidance
measure of how accepting a culture is of lack of predictibility- risk
chanel
medium to deliver message (text, face to face, written)
Individualistic Cultures
members are inclined to put their own interests and those of their immediate family above social concerns, SELF-other
Collectivist Cultures
members have a tight social framework in which members of a group or workplace feel primarily loyal toward one another and the group they belong, self-OTHER
stereotypes
mental pictures that one group forms of the main characteristics of another group, creating performed ideas of what people in this group are like
Upward Communication
message flowing from subordinates to superiors
Horizontal Communication
messages between members of an organization with equal power
Horizontal communication
messages between members of equal power or status
external messages
messages directed to recipients outside the organization
Upward Communication
messages flowing from subordinates to superiors, every organization claims to have these messages
Nonverbal communication represents all
messages that are sent through the paralanguage and language code.
triangle meaning
model illustrating the indirect relationship between object, idea, process or other referrent of the word or symbol used to represent it *p 4
highly structured interview
most common, easier for interviewer to control, quantifiable results, less skill by interviewer, flow flexibility, uses closed questions
Monochronic Time Orientation
mostly North American, time seen as a tangible substance
paralanguage
nonlinguistic vocal qualities- rate, pitch, volume
All of the following are causes of poor listening except
nonverbal barriers
Polychronic Time Orientation
often found in Latin Cultures, time seen as more fluid,
Feminine Speech
often refered to as rapport talk: to create connections, establish goodwill, show support and build community
Trait Communication Apprehension:
one posses a "shy" trait ex: shy people dont raise hands a lot, anxious when presenting
closed questions
only one response, restrict response to yes or no or one answer
On Edward T. Hall's technical level of culture the rules for cultural and nonverbal behaviors are
openly known and easily stated by most citizens
factual qs
opp of opinion- want verifiable information
Encoding
organize the best way to send the message
Newness
originality in a speech
Paraphrasing content:
paraphrasing is a safety check to make sure you know what the sender is saying
Informal Communication Networks
patterns of interaction based on friendship, shared personal or career interests, proximity
Informal Communication networks
patterns of interaction that are based on proximity, friendships and shared interests
Communication Bravado:
perceiving their communication as effective, while those around them see it as ineffective
receiver
person receives message and attaches meaning through decoding
sender
person who sends message intentionally or unintentionally
One day the boss gives you detailed instructions on a new assignment. Later you realize you missed part of the information when the secretary interrupted with a question. Which of the following barriers to listening was the problem?
physical
Nature of Communication
physical, social, chronological, cultural
moderately vs unstructured interview
plan and outline of interview but not rigidly held to
One new manager felt so overwhelmed with responsibilities that he seldom took the time to confer with his employees. One day he discovered that his employees were going to his boss with various suggestions and complaints instead of to him. According to your text, this would most likely be a sign of
poor listening
confirming messages
praise, positive climates occur when people feel valued and confirming messages are used
ethics
principles of right and wrong that guide one in making decisions that consider the impact of one's actions on others as well as on the decision maker
decoding
process of attatching meaning to words, symbols, or behaviors (by receiver)
Human Communication:
process of understanding our experiences and the experience of others through the use of verbal/nonverbal messages
diagnostic interview
professionals (drs) gather info on their clients
upward communication
progress reports. results/accomplishments. problems/clarifications. ideas/suggestions. feelings/attitudes.
direct qs
q in interview that ask exactly what interviewer wants to know
Counterfeit Questions
questions disguised forms of advice or subtle traps, pollute communication climate
opinion qs
questions seek respondent's judgement
Open-ended Questions
questions that encourage discussion and require more than just a one-word "yes" or "no"
Closed Questions
questions that only require "yes" or "no" answers
secondary questions
questions that seek additional info about topic under discussion
ideal communication
receiving party should be able to understand the intended message
Deintensification:
reduce the intensity of our facial expression connected to a certain emotion
communication networks
regular patterns/paths along which communication flows in an organization
high context culture
relies heavily on subtle non verb cues to convey meaning and maintain social harmony
sincere questions
requests for info genually meant to help listener understand
Paraphrasing
restating a speaker's ideas in your own words to make sure you understood them correctly and to show the other person that fact
Relational Layer:
reveals "how you feel about the other person" -whether you like or dislike the other person, feel in control or subordinate, feel comfortable or anxious and so on
The ________ of a channel involves the extent to which it recreates or represents all the information available in the original message
richness
short term vs long term orientation
s.term-cultural orientation seeks quick payoffs for efforts rather than deferred (put off) gratification in pursuit of long range goals
Compromising
sacrifices are made by both parties
About the physical environment in the workplace it is true that
schools and hospitals have research to support the use of colors other than white for walls
Communicator
sends and recieves messages
During a presentation, a listener becomes aware of a conversation behind her when someone says something that sounds like her name. Her shifting attention to the conversation is an example of what stage of listening?
sensing
Employee Reviews:
serve as a form of written communication used in businesses and professional settings to provide feedback to employees about how they are performing on the job
The reasonable person rule is used in courts in determining
sexual harassment cases
Communication Rules:
shared understanding of what communication means and what constitutes appropriate communication given the context
Memos:
short notes or updates distributed in business -critically important info
orginizational charts
shows level of authority and reporting relationships in an organization
Empathy
sincere understanding of the feelings of others
Which of the following is an anxiety reduction technique?
skills training
team
small groups with complementary skills who work together for a common purpose
monochronic time orientation
social orientation where accomplishing tasks is higher priority than personal relationships
Proxemics:
space/ distance
face to face comm
speed, control, personal, richness- biggest draw back is arranging them
orginizational culture
stable picture of an organization shared by its members
Structured Interview
standardized list of questions that allow a limited range of answer
Descriptive language
statement that describes the speakers perspective instead of evaluating the sender's behavior or motives "I" vs. "You" language
counterfeit qs
statements disguised as questions meant to give our opinion forms of advice or attacks on speaker
Global Literacy Competence Model
states that ascending to a higher level of global functioning is required for excellence in a cross-cultural environment.
kinesics
study of body language, which is not universal, but, instead learned from one's culture
Oculesics:
study of eye behavior
chronemics
study of how a culture perceives time and its use
what does success in a team depend on?
synergy
Formal Communication Networks
systems designed by management to dictate who should talk to whom to get a job done
Ethics:
term for the discussion, determination and deliberation process that attempt to decide what is right/ wrong
high level abstractions
terms cover broad meanings and therefore can be confusing and undetailed/general
relative words
terms only have meaning in relation to other unspecified terms (ambigious)
emotional intelligence
the ability and skill of interacting with others
diversity skills
the ability to communicate effectively with both men and women of all ages, cultures, and minority groups
ethnocentrism
the assumptions that one's cultural norms are the right way to do things
Suppose that you are trying to convey authority. Although all of the following factors would play a role, which would more quickly convey authority?
the color of your suit
context
the environment of physical social chornological and cultural variables that surrounds any process of communication
encoding
the intentional process of creating a message
Channel
the method used to deliver a message
social context
the nature of the relationship between communicators and who is present
public communication
the organization reaching out to its public to achieve its goals
Cultural context
the organizational and ethic/cultural backgrounds of those communicating
Sender
the person who transmits the message
physical context
the physical setting
Networking
the process of meeting people and maintaining contacts to give and recieve information, advice, and job leads
relational message
the relationship between you have with the person, will it strengthen or hamper the relationship
transitional process of communication
the sender sends out the message, and the receiver sends back a message and feedback
Paraphrasing Feeling
the speaker's feelings are often the most important part of the message
proxemics
the study of cultural space requirements
Being vocally expressive, moving around rather than staying behind a barrier such as a desk, and making eye contact are all examples of
the technical level of culture
Physical Appearance:
the way our bodies and overall appearance non verbally communicate to others
chronological context
the way time influences interactions
competing
to get goals, defeat the other person
Haptics:
touch
Amazon Articles
tough work climate
After nine months of getting the run-around by officials at United Airlines for breaking his guitar, Dave Carroll used technology successfully to retaliate.
true
First impressions are very important and one way to be received favorably is to impress people with your VOCABULARY, particularly when you are giving instructions.
true
If a person gave someone the "middle finger," that is an example of an ILLUSTRATOR
true
The use of both personal and corporate blogs is a high growth area in communication technology.
true
communication patterns in successful team environments
trust building, listening, open meetings, vertical & horizontal information flow, shared leadership
interview
two party somewhat structured convo where one person has purpose
Virtual team members need to be aware of global listening tips such as
understand the differences between high and low context cultures
common ground
understanding the audience
Paraphrasing Intent
understanding why people say the things that they do
When giving instructions, one should remember to
use a minimum number of words
Low context
use language to convey meaning, lots of language
Encode:
use of verbal/nonverbal cues to help others understand what we mean
High context
use the context of the interaction to concey meaning
Business Letter:
used to address formal matters in professional communication including cover letters, information sent to customers, announcements about business events
Neutralization:
using facial expression to erase how we really feel
Ethical Dimensions of Communication
utilitarian approach, rights approach, common-good approach, virtue approach, professional ethic, publicity test
low level abstratction
very detailed highly specific statements refer directly to objects that can be observed
Codes:
vocal expression, space, environment, territory, physical appearance, body movement
Downward Communication
when superiors initiate message to their subordinates (job instruction, rationale, feedback, introduction?
Decode:
when we make meaning out of verbal/nonverbal cues others send
Regulative Rules:
when, how, where with whom, to talk about certain things. Dictate appropriateness
exit interview
why employee is leaving
Dedication
willingness to practice a speech
Negotiation Strategies
win-lose, lose-lose, compromise, win-win
Considering gender differences in the workplace, research finds that
women are better at interpreting nonverbal cues used by others.
equivocal terms
words with more than one meaning which can create misunderstandings. contrasted with strategic ambiguity to promote harmony and soften blow of misunderstandings WANT TO US UNEQUIV
telecommuting
working at home or other remote locations and sending and receiving work from the company office electronically
Content
worthwhile things you have to say
theory x vs theory y
x- theory of human motivation says workers lazy, supervise workers carefully - SO STRUCTURED ENVIRO y-ppl naturally motivated capable of self direction- SO ABLE TO BE UNSTRUCTURED AND FUN
Notes
your ideas, written in brief, outlined form
What are some guidelines to follow for overall effective communication at work? (PowerPoint)
• Be prepared to play both communication roles (speaker and listener) for all work interactions. • Keep positive attitude and apply it to communication behaviors. • Leave preconceived notions at the door. • Incorporate effective verbal signals and nonverbal behaviors as well as effective listening strategies. • Maintain professionalism. • Strive to crate and preserve a positive "communication climate"
What functions do Informal Communication Networks play within organizations?
• Conforming formal messages • Expanding on formal messages • Expediting official messages • Contradicting official messages • Circumventing formal channels.
What are some strategies that can be used to establish personal contacts and build informal networks? (Pp. 22-25)
• View Everyone as a Networking Prospect • Be Sensitive to Personal and Cultural Factors • Treat Your Contacts with Gratitude and Respect • Help Others • Get Referrals to Secondary Sources • Seek a Mentor • Network throughout Your Career
