Chapter 2

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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


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