Business Communication
Which of the following is an example of a synchronous message? A letter A voice mail A live video-conference An offline Facebook message
A live video-conference
Which of the following is an example of a physical interference that hinders communication? Preoccupation with other matters A noisy environment Cultural difference Difference in participants' educational levels
A noisy environment
Active listening.
Active listening requires that the listener fully concentrates, understands, responds, and then remembers what is being said
In the context of factors influencing business communication, which of the following are diversity challenges? Stakeholder interests Age factors International laws Security issues
Age factors
Awareness
At this level, there is little or no sense-making, but a dawning awareness of something different and possibly interesting, strange, frightening, or annoying.
Understanding
At this stage individuals begin to exhibit some conscious effort to learn why people are the way they are and why people do what they do. This is a stage whereby the individual collects information through reading, observation, and real experiences as well as by asking questions to learn more about the new cultural phenomenon.
_____ is an element of cultural intelligence that refers to the possession of a wide-ranging information base about a variety of people and their cultural customs.
Cognitive knowledge
polychronic time
Countries that follow polychronic time work on several activities simultaneously. In these cultures people are more important than schedules so they don't mind interruptions and are accustomed to doing several things at once. People in polychronic cultures borrow and lend things and tend to build lifelong relationships Latin America, the Middle East, and Southern Europe.
Empathetic listening.
Empathy occurs when a person attempts to share another's feelings or emotions
Which of the following illustrates horizontal communication? Managers seeking feedback from their subordinates Employees from two different departments coordinating their efforts Workers sending weekly performance reports to their supervisors Top management announcing new company policies
Employees from two different departments coordinating their efforts
Characteristics of Defensive and Supportive Communication Climates
Evaluation Control Strategy Neutrality
Positive Group Roles
Facilitator (also known as gatekeeper)—one who makes sure everyone gets to talk and be heard Harmonizer—one who keeps tensions low Record keeper—one who maintains records of events and activities and informs members Reporter—one who assumes responsibility for preparing materials for submission Leader—one who assumes a directive role
The four stages of team development include
Forming—becoming acquainted with each other and the assigned task Storming—dealing with conflicting personalities, goals, and ideas Norming—developing strategies and activities that promote goal achievement Performing—reaching the optimal performance level Adjourning—concluding the project
Everyday positive strokes
Getting a pat on the back from the supervisor receiving a congratulatory phone call or text message being listened to by another person are examples
Shaheena has been with JAMBA for three years and has done an exemplary job. When the news of her supervisor's retirement was announced, the staff immediately started talking about how Shaheena would be perfect for the role and even started discussing how she would improve some policies. Prior to his departure, Shaheena's supervisor called her to his office and asked her why she was telling everyone that she was going to replace him. This situation was caused by which aspect of the grapevine? Grapevines are formal Grapevines purposefully communication incorrect information Grapevines filter information Grapevines work best in a downward fashion
Grapevines filter information
Formal communication network
Identify as a bureaucracy These dictates the required behavior - Procedure manuals -job description - Organizational charts -written materials
Which of the following statements is true of the communication process? Even under a non-ideal communication situation, the receiving party would understand a message exactly as intended. In face-to-face communication situations, parties to the encounter are continuously interpreting each other's nonverbal signals. In ideal situations, the main goal of communication is to persuade others. The decoding of information in a communication encounter is not affected by external interferences.
In face-to-face communication situations, parties to the encounter are continuously interpreting each other's nonverbal signals.
monochronic time
In monochronic cultures, time is considered as something tangible, as is reflected in such sayings as "wasting time" and "time is money. United States, Germany, Switzerland, and England
Grapevine
Inaccuracy of grapevine (more to do with message input than the output) carries an informal message input (rumor)----->output (inaccurate/accurate of the original rumor) works as a network channel
Horizontal communication (lateral)
Interaction in same hierarchical level
communication can be
Intrapersonal (oneself) Interpersonal - between two people group - more than two people Organizational Public
Negative Group Roles
Isolator—one who is physically present but fails to participate Dominator—one who speaks too often and too long Free rider—one who does not do his or her fair share of the work Detractor—one who constantly criticizes and complains Digresser—one who deviates from the group's purpose Airhead—one who is never prepared Socializer—one who pursues only the social aspect of the group
Which of the following statements is true of an informal communication network? It always parallels the organizational chart. It is dictated by job descriptions and managerial structures. It cannot be depicted accurately by any graphic means. It does not exist in formal systems.
It cannot be depicted accurately by any graphic means.
Which of the following is true of downward communication? It flows from an employee to a supervisor. It involves teaching people how to perform specific tasks. It typically begins at operational levels. It keeps management informed about the feelings of lower-level employees
It involves teaching people how to perform specific tasks.
Listening for information
Listening for information involves the search for data or material.
Casual listening.
Listening for pleasure, recreation, amusement, and relaxation is casual listening
Which of the following is not one of the needs that communication satisfies? Need to be heard. Need to be rewarded. Need to be wanted. Need to be appreciated.
Need to be rewarded.
Which of the following is an example of upward communication? Work assignments Policy statements Progress reports Procedure manuals
Progress reports
Upward comminication
Response to requests from supervisors Can be misleading
Which of the following statements is true of intercultural communication? Ethnocentric reactions help build positive relationships among people belonging to different cultures. Stereotypes influence the way we interact with members of the other group. Body language is universal, and most nonverbal cues indicate similar things. Chronemics helps managers understand the subtle differences in body language among different cultures.
Stereotypes influence the way we interact with members of the other group.
area III
Things we know about ourselves but that others don't know about us occupy the hidden or secret area
Five essential elements contribute to a system's, institution's, or agency's ability to become more culturally competent. These include:
Valuing diversity Having the capacity for cultural self-assessment Being conscious of the dynamics inherent when cultures interact Having institutionalized cultural knowledge Having developed adaptations (These five elements should be manifested at every level of an organization, including policy making, administrative, and practice)
Intensive listening.
When you listen to obtain information, solve problems, or persuade or dissuade (as in arguments), you are engaged in intensive listening.
Which of the following is an example of downward communication? Work assignments Daily performance reports Progress reports Feedback from subordinates to supervisors
Work assignments
Social media
a group of Internet-based applications that build on the ideological and technological foundations of Web 2.0, and that allow the creation and exchange of user-generated content."
Synergy
a situation in which the whole is greater than the sum of the parts
Telecommuting
also called teleworking; working at home or other remote locations and sending and receiving work from the company office electronically *reduced travel time *increased work flexibility
Interferences
barriers to effective communication
stakeholders
can include people inside and outside the organization
Directive behavior
characterized by leaders who give detailed rules and instructions and monitor closely that they are followed
supportive behavior
characterized by leaders who listen, communicate, recognize, and encourage their followers
credo
code of ethics
3 elements of cultural intelligence
cognitive knowledge motivation behavioral adaptability
direction of communication flow can be
downward upward horizontal
Employees learn about the quality of their performance through what communication
downward communication
Steven was hired by a landscaping company to aid in the installation of in-ground pools. Prior to this job, Steven had been a foreman at a construction company. Immediately, Steven began having problems communicating with his co-workers. Which of the following forms of interference best explains why Steven is having difficulties communicating with his co-workers? culture experience education level dialect
experience
total quality management
focuses on creating a more responsible role for the worker in an organization by distributing decision-making power to the people closest to the problem, empowering employees to initiate continuous improvements
Communication in an organization involves
formal and informal networks
Visual kinesic communication
gestures, winks, smiles, frowns, sighs, attire, grooming, and all kinds of body movements.
Area IV
includes the unknown: things we don't know about ourselves, and others don't know about us, such as our ability to handle emergency situations if we've never been faced with them.
People communicate for 3 basic purposes
inform/ persuade/ entertain
Vocal kinesic communication
intonation, projection, and resonance of the voice.
elements of nonverbal communication
kinesics, proxemics, chronemics, and haptics
sterotypes
mental picture that one group forms
In the absence of alarms, the grapevine
most effective way to communicate
Nick is a very ambitious and driven real estate agent who works very hard and wants everyone to know it! Nick constantly posts to Snapchat and Twitter about his most recent sales. His use of communication can satisfy all of the following needs except _____. need to be heard. need to be rewarded. need to be wanted. need to be appreciated.
need to be rewarded.
Kinesic Messages
nonverbal behavior. In other words, receivers gain additional meaning from what they see and hear—the visual and the vocal:
Metacommunication
not expressed in words, accompanies a message that is expressed in words.
Formal communication network
people are required to behave and to communicate in certain ways simply to get work done
Johari Window
people involved continue to learn about each other and themselves,
ethnocentrism
people of different cultures wrongly believe that specific patterns of behavior desired in their own culture
Haptics (touch)
people's tendency to touch
Interpersonal intelligence
pertains to the ability to read, empathize with, and understand others. interpersonal intelligence can be improved by broadening your understanding of human behavior and motivation and by practicing certain behaviors when in interpersonal situations
Maslow's Theory
physiological needs (food and basic provision) and security and safety needs (shelter and protection from the elements and physical danger). Beyond these two basic need levels, people progress to satisfy the three upper-level needs: social needs for love, acceptance, and belonging; ego or esteem needs to be heard, appreciated, and wanted; and self-actualizing needs, including the need to achieve one's fullest potential through professional, philanthropic, political, educational, and artistic channels.
ethics
principles of right and wrong
intranet
private analog of the Internet uses Internet Protocol technology to share information, operational systems, or computing services within an organization. Intranets are also being used as corporate culture-change platforms.
Communication
process of exchanging and interpreting information and meaning between or among individuals through a system of symbols, signs and behavior
Negative Strokes
receiving a hurtful comment, being avoided or left out of a conversation receiving a reprimand from a superior.
Consensus
represents the collective opinion of the group, or the informal rule that all team members can live with at least 70% of what is agreed upon
Virtual teams have the ability to communicate under four conditions:
same time/same place, same time/different place, different time/same place, and different time/different place.
grapevine
speedy but inaccurate
In the context of factors influencing business communication, _____ are legal and ethical constraints. security issues stakeholder interests cultural differences language barriers
stakeholder interests
Andre has a habit of speaking loudly to Brent when they are both in the office. Brent wears a headset when speaking to individuals on the phone. Andre is most likely embracing which barrier within communication? ethnocentrism chronemics stereotypes proxemics
stereotypes
chronemics
study of cultural perceives time and its use
Proxemics
study of human space
Area II
the blind area, designates those things others know about us but that we don't know about ourselves.
Area I,
the free or open area represents what we know about ourselves and what others know about us.
Informal communication
the grapevine (Develop and operate within all organizations)
Proxemics
the study of cultural space requirements
downward communication
top to bottom
downward communication
top to bottom Supervisor to employee policy makers to operating personnel has written and spoken methods
A group must go through a developmental process to begin to function as a team
true
A team is typified by a clear identity and a high level of commitment on the part of members
true
Decentralized decision making enables teams of people to communicate in a peer-to-peer fashion
true
In a flat organizational structure, communicating across the organization chart (among cross-disciplinary teams) becomes more important than communicating up and down in a top-heavy hierarchy.
true
Reciprocal sharing occurs when people develop trust in each other
true
Spoken messages are subject to greater changes in meaning than written messages
true
The idea that trust and openness leads to better communication between two people also applies to groups.
true
The major distinction between a group and a team is in members' attitudes and level of commitment.
true
According to the transactional process model of communication, _____.
two parties involved in a communication encounter are potentially both communicating at the same time
gamification
used to turn the, at times, tedious task of training into a fun and motivating opportunity. can give employees a goal to reach
Chronemics
values related to time, refers to the way that people organize and use time and the messages that are created because of our organization and use of time.
