605 ch 12
What should the end of the call entail
Before ending the call make sure the person is ready to end the call If running out of time make sure you let the person aware Thank the person you are speaking with and end with a pleason wish such as have a good afternoon
What is a business plan
A formal written document that outlines an organization plan for a new product for which it will seek funding or a plan for a new business
What are listserv
Create, manage, and control electronic mailing list of recipients who share an interest in a certain topic
How can paralanguage be put into emails
Using all caps Using emoticons
What abbreviation do you use when you don't know if a women is single or married
Ms
What is the format of business letter
Opening paragraph stating the reason if the letter One or more middle paragraphs containing the body of the message Closing paragraph that makes a request, or inidicates follow up or correspondence is necessary Closing statement such as sincerily
What is a business letter usually typed on
Organizational letter head
What does a business plan include
Organizations strengths Weakness Opportunities Threats Internal/external environment Description of potiental customers Thorough and specific description of the product to be developed or the new business
what does body posture signal
-sitting up right signals interest -Slouching signals boredom -Crossing the arms can communicate resistance -Relaxing the arms and leaning forward communicate openness to discussion
What are some problems of emailing and texting
-wanting immediate response - abbreviated and informal content can be problematic in the work place
How many pages are business memos
1
What is business letters
A common form of written business communication primarily intended for external audiences to communicate specific and concrete information
What is business memos
A common form of written business communication primarily intended for internal audiences to communicate specific and concreate information
Is a business letter or memo used to communicate with people outside of the organization
Business letter
What is Netiquette
Guidelines for effective and polite use of web-based communication such as email, listserv mailing list, and electronic bulletin boards and forums
What can text messages in the business environment be useful for
Short and concise information such as confirming and appointment time or adress
What is emoticons
Synbils or combinations of punctuations used to indicate an emotion
What is paralanguage
The nonverbal elements of communication used to modify meaning and convey emotion
What is paralinguistic
The study of nonverbal elements of communication including kinesics
What is Proxemics
The study of space, including use of personal space during communication
What is the purpose of the memo
To inform one or more person whom the organization about something specific without a lot of detail
Where is the location of the adress of both the sender and their person to who the letter is addressed
Top of the letter just below the date
T/F business letter are typically a little more detailed then memos
True
______ allows managers to meet their colleagues online in real time over long distances
Web conferencing
What level of communication do managers mostly focus on
action
What are the proxemics of the US culture during conversation
arm length
What is Kinesics
body language
What should the middle of a telephone conversation include
clearly establish the reason for the call and the objectives you wish to receive
What are the 2 ways decisions can be made through
consensus or voting
Why would lower volume be used
draw someone into a communication
What does louder volume communicate
emotions such as anger and may used to gain or keep someone's attention
_______ a word can change the meaning of a sentence
emphasis
How are most sensitive topics such as employee discipline or work with an employee to improve his or her performance often carried out
face to face
What is one of the most common and important forms of communication for managers
face to face
What may intentionally or unwillingly communicate emotions
facial expressions
T/F memos contain a lot of detail
false
What are gestures
hand signals and arm or face movements are used to send a message but they can be culturally misunderstood
What does higher tone of voice indicate
increased emotion and intensity
How do you properly place a call
introduce yourself, state why you are calling, and check if the person has time to speck before continuing
What does lower tone of voice indicate
lack of interest
What is a critical skill set for occupation therapy managers
managing group process especially decision making
What is lower pitch associated with
maturity and creditability
The manager must select that appropriate communication of ______,______and______
medium setting time
What are downward glances associated with
modesty
What are the three level of communication
o Action or the reason people communicate o The in information that is exchanged when people communicate o The relationship between the person involved in the communication
What are 7 strategies for effective communication
o Ask open ended questions to elicit informative answers and to avoid giving the impression that you have already made decision o Ask focused question that are not too broad to help guide listeners toward the type of information that will help them best make their point or advocate for their position while limiting extraneous information given in response o Ask for additional details, examples and the speakers thoughts and impressions to show genuine interest to indicate that you are open to the speakers message o Paraphrase or restate what you heard, remembering that the real purpose of paraphrasing is to clarify what the other person actually meant, but to show what it meant to you o Check your perceptions of the other persons feelings by describing them, being careful to avoid any expression of approval or disapproval. Objectively stat what you believe the other person seems to be feeling o Describe the behavior without making accusations or generalizations about motives attitudes or personality traits o Clarify agreement and summarize discussions by reviewing what has been decided or agreed on and any course of action that will be taken
What are the common elements of business plan
o Executive summary: concise summary of all parts of the plan o Organization descriptions: description of the organization mission, history, stratagies, and plans for the future o Management and organization: list of key members of the management team and their titles o Market and competitor: a description of the market for the project or business o Product or service: a summary of critical elements of the product to be delivered o Marketing and sales plans: a description of the market research on the product o Financial information: financial forecast
What are the potential causes that contribute to miscommunication
o Inaccurate inferences by the receiver o Word meaning confusion o Differing perceptions o Conflicting nonverbal messages o Cultural and gender differences
Strategies for running effective meeting can improve small group communication by providing structure for both the group leader and group member. Stragties include the following
o Starting and ending meeting on time o Having a written agenda with time frames for each topic o Providing the agenda to group members ahead of time o Some manages track down suggestions and concerns that are not on topic for discussion at another time
According to perkins one uses nonverbal language to fulfill 7 functions
o Substitute for words o To control the impressions of others o To complement ones spoken words o To contradict ones spoken words o To confirm the messages of others o To distinguish relationships between oneself and others o To maintain congruent understanding of messages in shared context
What are 2 strategies for learning more about how one comes across nonverbally
o To be videotaped o To be observed by supportive peer or subordinates who then share their feedback
What are the common elements of nonverbal communication (9)
o Volume o Pitch and inflection o Tone of voice o Emphasis o Silence o Facial expression o Eye contact o Gestures o Body posture
What are the three parts of an effective telephone call
open middle end
What is nonverbal communication refereed to as
paralanguage
What is the study of nonverbal communication refereed to as and what does it include
paralinguistic kinesics
How do you answer a call (open)
professional call answer with a salutation and state your name such as hello this is Jasmine
What are the different meanings silence indicated
respect or disapproval depending on the context
________ eye contact may convey candor and openness
sustained eye contact
T/F text messages should be used very little in business environment
t
What is one key to effective communication
to make wise choices about when and how to communicate
What should The greeting on answering machine should include the following
• Name • Credintals • Organization or department name • A request leave a brief message • Telephone number so you can get back to the caller