TTU MCOM 2310 smartbook Ch.1

In any particular situation, a good communicator is able to express messages in ways that are ______.

Appropriate Effective

When delivering a business message, why is it important to adapt your behavior to the audience?

Factors such as age and culture affect how the audience will respond. What works in one situation might not be effective in another. What is appropriate will vary, depending on the context.

What type of communication is most common between a company and its customers, clients, and suppliers?

Formal

How do effective communicators cultivate credibility?

Genuinely understanding audiences Adapting to audience needs, wants, and preferences Establishing connections among professionals

After someone expresses an idea in language or through some type of nonverbal behavior, what must be done by the person who receives the message?

Decoding

Within a formal professional communication network, formality typically ______ as familiarity increases.

Decreases

What is the significance of the fact that a "robot" is a traffic light in South Africa and a humanlike machine in the United States, and a "mouse" can be a small rodent or a computer accessory?

Different cultures attach their own meanings to words. The meaning of a word can change as time passes. The meaning of a word depends on who is using it.

Which of the following are communication channels?

Email Radio Pen and paper

A person who perceives, understands, manages, and accurately expresses emotions has ______.

Emotional intelligence

Debbie asks if she can leave work early because she has a headache. Her manager refuses her request, even though it has been a slow day with few customers. He thinks that Debbie is making up an excuse to avoid doing her job. What characteristic does the manager lack?

Empathy

The ability to understand the thoughts and feelings of other people is called ___

Empathy

What is the ability to be "other-oriented" and understand other people's thoughts and feelings?

Empathy

What is the ability to consider a situation from someone else's perspective called?

Empathy

What is the term for expressing an idea in language that a listener can understand?

Encoding

What type of rule clearly articulates the way people are required to communicate or not communicate?

Explicit

What are words?

Symbols Representations of ideas Sounds or marks on a paper or screen

What should networkers consider when they are selecting communication channels? (Select all that apply.)3

The channel's ability to accomplish the work The channel's ability to enhance professional relationships Other network members' preferences

What is the key to establishing real connections among professionals?

Understanding and adapting to others

Within an organization, what type of communication is typically the most formal?

Upward

In which directions does communication flow in formal professional networks?

Upward Horizontal Downward

According to the Society for Human Resource Management, what instructions established by an organization comprise its business ethics?

Values Code of conduct Guidelines

The use of words to communicate is called ____ communication.

Verbal

Which statements are examples of metacommunication?

"Don't take this the wrong way." "Let me tell you what I think."

Which examples demonstrate explicit communication rules?

A manager instructs the company's receptionist to greet every customer with, "Hello! How may I help you?" A bank forbids its employees from discussing their customers outside of the work environment.

What are ethics?

A person's beliefs about what is right and wrong

What is an emotional quotient (EQ)?

A person's level of emotional intelligence

What is rapport?

A sense of harmony and caring among people

A state of mind where the listener pays complete attention to the speaker is called ___ listening.

Active

When delivering a business message, you should ______.

Adapt your message to the audience

Employees are more likely to view a boss as having credibility if the boss ______. (Select all that apply.)

Adapts to the audience Maintains accountability

What is a water cooler conversation?

An informal interaction at work, often in an office hallway

According to the Society for Human Resource Management, what is the best way to deal with an ethical dilemma in business or professional work?

Behave within the boundaries of the organization's values and code of conduct.

Which activities are examples of using communication to serve an instrumental need?

Booking a flight to Cleveland Calling to reserve a table at a restaurant Asking an auto mechanic if he has time to repair a car

How does communication help people meet their relational needs? (Select all that apply.)

By establishing the quality of connections among individuals By helping people form and maintain relationships By helping to stabilize relationships

How do people use communication to meet their informational needs?

By sharing knowledge with other people By asking questions By gathering data

When George makes a telephone call to his wife, the telephone is acting as a communication ___

Channel

What is the most effective strategy for competent communication?

Choose messages and channels that will best meet your goals.

What characteristic specifically enables a person to consider various explanations and understand a situation in multiple ways?

Cognitive complexity

What are the basic elements of ethical communication in business?

Communicate honestly. Treat people fairly. Do nothing that is immoral or unethical.

What is the creation and exchange of messages called?

Communication

Which of the following are core elements of the communication process? (Select all that apply.)

Communication channels Senders and receivers Noise

Which statement is true?

Communication is a process.

What types of relationships are typically the basis of formal professional networks?

Company departments Work teams

The ability to deliver effective messages in an appropriate way is known as communication ______.

Competence

Empathy allows people to ______.

Consider a situation from someone else's perspective Imagine what other people are feeling

The literal information being communicated by a message is the ______.

Content dimension

The physical and psychological environment in which a message is communicated is the ______.

Context

Feedback, noise, context, and the message are among the ______ of the communication process.

Core elements

To counter the effects of the post-trust era, what element must be established in business communication?

Credibility

Which needs does communication serve by shaping the way individuals portray themselves to others?

Identity needs

Nora works at a business where low-level employees interact with managers but never speak directly to the owner of the company. No one has told her about this rule, and it is not posted anywhere or included in the employee manual, but everyone knows about it. What kind of rule is it?

Implicit

What is the term for rules that most people seem to know and follow, even though those rules are not posted anywhere or stated directly?

Implicit

In recent years, what developments have increased the importance of communicating via professional networks?

Improved communication technologies Globalization

Which examples demonstrate feedback?

In response to an email message from Tami, Dennis suggests ways to improve her proposal. While Sharon is speaking, Glenn nods and gives her a thumbs-up signal.

Business managers with high emotional intelligence tend to excel in what skills?

Influencing others Working with teams Resolving conflict

Voluntary professional connections, such as friendships among co-workers, are called ___ professional networks.

Informal

Through communication, people resolve their ______ need to obtain data and the perspective to make good decisions.

Informational

What type of needs are served by communication that helps people deal with practical, everyday tasks?

Instrumental

What is the most important aspect of effective communication?

It achieves its goals.

Why is rapport important in professional relationships?

It builds trust and harmony.

How does cognitive complexity improve communication?

It helps you avoid jumping to incorrect conclusions. It encourages open-mindedness. It reduces the chances that you will respond inappropriately.

In terms of competent business communicators, which statement is true?

It is a skill that requires both learning and practice.

Why is empathy important in business communication?

It is normal for different people to think and feel differently about the same situation.

Which of the following are among the six basic principles of communication? (Select all that apply.)

It serves many needs. It derives its meaning from the people who use it. It is governed by rules.

What saying illustrates the idea that participation in professional networks enhances a person's career?

It's not what you know, but who you know that matters.

Which activities are examples of using communication to serve identity needs?

Joking with colleagues at work Looking poised and enthused during a job interview

Which elements are essential for building credibility in professional communication? (Select all that apply.)

Knowing the audience Developing rapport Maintaining accountability

Within a professional network, communication among relatively equal colleagues flows in what direction?

Lateral

What elements are essential for a person to become competent at communication?

Learning Practice

What is the term for communication about communication?

Metacommunication

What factors influence the degree of formality required in business communication?

Nature of relationships on the job Size of the organization Culture of the organization

With regard to professional networking, which statement is true?

Networkers should evaluate the benefits and drawbacks of each communication channel.

In the field of communication, what is the term for things that interfere with a person's ability to understand what you are trying to communicate?

Noise

What is it called when a person conveys meaning through gestures and other actions instead of words?

Nonverbal communication

Which statements about the post-trust era are true?

People generally believe companies operate against the public interest. Most employees are skeptical of their leaders.

In terms of professional networking, how many close relationships (strong ties) and acquaintances (weak ties) should people cultivate?

People should maintain a balance between strong and weak ties, both inside and outside the organization.

Why is it correct to say that most language is arbitrary?

People who use a language decide what the words mean, and they can change the meaning.

Context includes what environments that affect a receiver's response to a message?

Physical Psychological

What are the primary types of noise?

Psychological Physiological Physical

When Dave is listening to Jerry tell a story, Jerry is the sender of the message and Dave is the ___

Receiver

During a conversation where one person speaks and the other responds with facial expressions or gestures, they are both simultaneously ______.

Receivers Senders

The unspoken part of a message, which is conveyed by signals such as tone of voice, is called the ___ dimension.

Relational

The unspoken part of a message, which is conveyed by signals such as tone of voice, is called the ____ dimension.

Relational

What are the characteristics of formal professional networks?

Requiring accountability to other members of the network Standard sets of responsibilities Clear lines of authority and reporting structures

In the six principles of communication, what are some of the elements of communication?

Rules Content Relational dimensions

Which characteristics are typical of competent communicators?

Self-awareness Emotional intelligence Cognitive complexity

What are informal professional networks frequently used to do? (Select all that apply.)

Share contacts who might become clients Obtain advice from experts Establish informal training and mentoring

Verbal communication includes spoken words and which of the following?

Sign language Texting Writing

What are the characteristics of active listening?

The listener seeks a connection with the speaker. The listener is willing to hear and understand. The listener's attention is focused completely on the speaker.

Verbal and nonverbal behaviors to which people give meaning are collectively called what?

The message

In communication, who or what is the sender?

The person who is trying to share an idea with someone else

What part of a message is conveyed by tone and the manner in which words are spoken?

The relational dimension

When Greg frowns and says, "Your report is late," what is the content dimension of his statement?

The report is late.

In regard to excellent professional networkers, which statements are true? (Select all that apply.)

They make the initiative to share resources and information. They are givers rather than takers.

Which statements are true of people with emotional intelligence?

They think about their emotions before they act. They are aware of the emotions of others. They are aware of their own emotions.

What can speakers learn by self-monitoring?

To determine whether their behavior is appropriate for the social setting To notice how their behavior affects others To pay attention to how they are behaving

What are forms of nonverbal communication?

Touching someone's arm Smiling Waving

Compared to formal business communication, rules regarding protocol, structure, and politeness are typically ______ during informal business communication.

more relaxed