Business Communication Exam 1 chapter 1-4 3350
Involves traits you acquire through experience, such as customer service experience, retail experience, or engineering experience Inherent diversity or Acquired?
Acquired
_______________ listening also involves expressing your own perspectives and feelings. If you do not share your own ideas completely, your colleagues do not know what you really think. This is not fair to them or to you. It is even arguably dishonest
Active
Some __________________ of Listening are lack of time, lack of patience and attention span, image of leadership, communication technology, fear of bad news or uncomfortable information, defending, "me too" statements, giving advice, and judging. Consider which barriers to listening are most challenging to you.
Barriers
Professionals with a ______ MVS are most often guided by motives to protect others, help others grow, and act in the best interests of others
Blue
Born between 1946 and 1964
Boomers
Jeff : So, your two main concerns are that moving to a continuous review process will be costly and impractical. The software and time needed in the process will cost far more than what we invest in an annual review process. Also, it may be difficult to get all employees to participate often in this process. Is that right? summarizing , clarifying or reflecting?
Clarifying
Jeff: Could you repeat what you just said about evaluating the costs of continuous reviews? reflect or clarifying?
Clarifying
Lisa: I'm not sure I understand why the problems with our current annual review process mean that we should move away from annual reviews. Do you know of companies that are using annual reviews more effectively than we are? Reflect or clarifying?
Clarifying
Lisa: What are your thoughts on considering other ways of conducting annual reviews more effectively? reflect or clarifying?
Clarifying
Lisa: What roles will Steve and Lisa have in helping us understand what employees think of the current review process? Reflect or clarifying?
Clarifying
_______________ involves making sure you have a clear understanding of what others mean. It includes double-checking that you understand the perspectives of others and asking them to elaborate and qualify their thoughts.
Clarifying
A mind-set that prioritizes interdependence more highly than independence, emphasizing group goals over individual goals, and valuing obligation more than choice
Collectivism
four guidelines as you develop your sight-reading
Consciously practice each day. Pay attention to congruence. Sight-read in clusters, not in isolation. Sight-read in context.
______________meetings primarily focus on discussing roles, goals, and accountabilities.
Coordination
Just now, you said annual reviews don't work because they don't happen often enough. Yet, last week, you said the real reason our annual reviews fail is not because of how often they occur, but because they don't involve setting goals. So, what's the real reason annual reviews don't work? Disguised or Cross examination?
Cross-Examination
. Team _________ refers to a set of shared perceptions and commitment to collective values, norms, roles, responsibilities, and goals.
Culture
Includes the shared values, norms, rules, and behaviors of an identifiable group of people who share a common history and communication system
Culture
Avoiding ________________requires a high level of self-awareness and self-management.
Defensiveness
Process by which professionals accept critique of their ideas without taking it personally and becoming defensive
Disassociation
Why do you insist on focusing on costs instead of benefits? Don't you think you're jumping to conclusions by paying attention to the opinions of only a few of your close contacts? Disguised or Cross examination?
Disguised
People tend to distribute and share power evenly, minimize status differences, and minimize special privileges and opportunities for people just because they have higher authority.
Egalitarian cultures
The "ability to accurately pick up on emotions in other people and understand what is really going on with them"
Empathy
_____________ also includes the desire to help others develop in their work responsibilities and career objectives.
Empathy
The belief that your own culture is superior—that it provides better approaches for solving work problems or dealing with work relationships and contains a better knowledge base to conceptualize work
Ethnocentrism
Tend to get much of their stimulation and energy from external sources such as social interaction
Extroverts
Team members focus on gaining acceptance and avoiding conflict. Forming, Storming, Norming, Performing?
Forming
Nearly all high-performing teams go through four stages before they maximize their performance. In best-case scenarios, work teams take roughly six to seven months to reach this level (see Figure 3.1). Typically, leaders become less directive and more consultative as the team progresses through the stages
Forming, Storming, Norming, Performing
So, how do you think we should go about researching what our employees think about performance reviews? How do you think we can capture the employees' perspectives about continuous review systems? What types of survey questions will help us understand their thoughts about continuous review systems? Could you give me a word-by-word example of how you'd capture that in a survey question? Rapport building, probing funneling?
Funneling
Involves the degree to which cultures are willing to sacrifice current wants to achieve future needs
Future orientation (FO)
Born between 1965 and 1981
Gen X
Born between 1981 and 1999
Gen Y
Born in 2000 or after
Gen Z
Deals with the division of roles between men and women in society
Gender egalitarianism
Professionals with a ______ MVS are most often concerned about making sure business activities have been thought out carefully and that the right processes are put into place to accomplish things
Green
People will share their ideas and feelings with you only if they feel safe. ______________________ is particularly important in tense and emotionally charged situations
Holding Judgement
________ are professionals who are guided almost equally by all three of these MVSs.
Hubs
__________ are professionals who are guided almost equally by all three of these MVSs. Among business professionals, roughly 43 percent are _____.
Hubs, Hubs
The degree to which an organization or society encourages and rewards individuals for being fair, altruistic, friendly, generous, caring, and kind"
Humane orientation
_____________ begin with phrases such as I think, I feel, or I believe. During disagreements or difficult conversations, I-statements soften comments to sound more conciliatory and flexible and less blaming and accusatory
I-Statements
__________ erodes organizational culture and can escalate into conflict. It lowers individuals' productivity, performance, motivation, creativity, and helping behaviors. It also leads to declines in job satisfaction, organizational loyalty, and leadership impact
Incivility
A mind-set that prioritizes independence more highly than interdependence, emphasizing individual goals over group goals, and valuing choice more than obligation
Individualism
Involves traits such as age, gender, ethnicity, and sexual orientation Inherent diversity or Acquired?
Inherent
Tend to get much of their stimulation and energy from their own thoughts, feelings, and moods
Introverts
Jeff: Latisha is probably reacting this way because she cares so much about a health initiative, which helps the employees of this company. She is eager to contribute. Low or High Self Management
Jeff assumes a positive explanation for Latisha's actions (mitigating information), thus short-circuiting his feelings from frustration and perhaps moderating anger. High self Management
Jeff: Latisha needs to learn how to trust people. She's not being fair to me and she needs to understand the constraints I'm facing low or high self awareness?
Jeff ignores and deflects his feelings to focus on what he perceives as Latisha's misperceptions. Low Self-Awareness
Jeff I'm bothered that she doesn't trust my motives. Typically, I feel disrespected when others don't trust my motives. Sometimes, I lash out in these circumstances. Low or High self-awareness?
Jeff, recognizes that he feels distrusted and disrespected by what Latisha said. He also recognizes that he often says things he later regrets in these situations. high self-awareness
Jeff: I spend a lot of time talking to HR directors and know which ones are best at helping their employees stay engaged and productive. Don't you think HR professionals would know more about this than people with a finance background? Judger or Learner Statement
Judger
Lisa: You're basing your conclusions on just a few people you've talked to. Why aren't you concerned about finding out more about the costs? Judger or Learner Statement?
Judger
people who make ___________ statements, which show they are closed off to hearing people out, shut down honest conversations.
Judger
People have their minds made up before listening carefully to others' ideas, perspective, and experiences. Judgers view disagreement rigidly, with little possibility of finding common ground.
Judger Mind-Set
Latisha: I feel afraid and confused. Jeff doesn't seem to care if I have challenging work. I've felt this way before at other jobs. I wonder how my past experiences are impacting how I'm judging Jeff. low or high self-awareness?
Latisha notices that how she feels about Jeff is affected by previous, similar events. She knows she should be careful not to let those events make her rush to judgment. high self-awareness
Latisha: This is ridiculous. Jeff promised me that I'd be working on the health care initiative. How can he go back on his word so quickly? low or high self-awareness?
Latisha overreacts to Jeff's words and actions because she is not aware of how past disappointments are affecting how she is judging Jeff. High Self-Awareness
Latisha: This is ridiculous. Jeff promised me that I'd be working on the health care initiative. How can he go back on his word so quickly? low or high self-awareness?
Latisha overreacts to Jeff's words and actions because she is not aware of how past disappointments are affecting how she is judging Jeff. low Self-Awareness
How can we find out which software vendors offer the most attractive performance review features? What are your ideas for ensuring that employees provide continuous feedback to one another? Rapport building, funneling Probing, Leading?
Leading
Listening involves a cluster of communication skills. A crucial one is the ability to ask the right questions. On the most fundamental level, good questions reflect the _________ mind-set, and poor questions reflect a ____________ mind-set.
Leaner, Judger
Jeff: I've learned several things from HR directors about continuous feedback systems....I need to learn more about the financial implications. Based on what I've told you, what are your thoughts about the cost-effectiveness? Judger or Learner Statement?
Learner
Lisa: I don't know much about continuous feedback systems. What have you learned from the people you've talked to? Judger or Learner Statement?
Learner
with a ______________ mind set which show your commitment to hearing people out. In effective learner statements, you explicitly state your desire to hear differing opinions with statements such as "I have a different perspective, so I want to understand how you see this."
Learner
You show eagerness to hear others' ideas and perspectives and listen with an open mind. You do not have your mind made up before listening fully.
Learner Mind-Set
The ability to ask good questions creates a culture of ____________. Good questions are not good in and of themselves, however. Unless you truly listen to the answers and even encourage other perspectives and dissent, you may not achieve learning.
Learning
People can quickly control moderate negative emotions. For example, an individual who tries to understand _________________information can short-circuit moderate anger almost immediately. Mitigating information involves favorable explanations for why others have behaved in a certain way. See Table 2.4 for examples of low versus high self-management and the use of ____________ information
Mitigating Information
The tendency to think members of other groups are all the same
Outgroup homogeneity effect
This step of active listening involves devoting your whole attention to others and allowing them enough comfort and time to express themselves completely. As others speak to you, try to understand everything they say from their perspective
Paying Attention
"The extent to which a community encourages and rewards innovation, high standards, and performance improvement
Performance orientation (PO)
Typically, teams rapidly develop such shared perceptions and commitment during the norming stage. Only at the _____________ stage do these shared perceptions and commitments lead to high productivity.
Performing
Principles for relationship management: adapting communication to the _____________styles of others and ensuring ______________ in the workplace
Preferred , civility
How often do you receive complaints about the annual performance review process? What concerns do supervisors have? What ideas do employees have for making the review process fairer? Rapport building, funneling Probing, Leading?
Probing
_________________ meetings typically involve brainstorming about how to address and solve a particular work problem.
Problem-Soving
The tendency to assume others have the same norms and values as your own cultural group
Projected cognitive similarity
How was your trip to the human resources conference? What did you learn about at the last Chamber of Commerce event? Rapport-Building or Funneling?
Rapport-Building
Professionals with a _______ MVS are most often guided by concerns about organizing people, time, money, and other resources to accomplish results
Red
Jeff: Let me make sure I understand your view. Are you saying that we can understand the costs better by...? Reflect or Clarifying
Reflect
Jeff: So, you're not happy with this transition unless we carefully evaluate all of the costs, is that right? Reflect or Clarifying?
Reflect
Lisa: Is it fair to say that you think we should make this change even if we don't know all the costs? Reflect or Clarifying
Reflect
Lisa: It sounds to me like you think we should replace annual performance reviews with continuous performance reviews because continuous reviews improve employee performance and morale. Reflect or Clarifying Statement?
Reflect
______________________ Management The "ability to use your awareness of emotions and those of others to manage interactions successfully"
Relationship
Four Domains of Emotional Intelligence
Self-Awareness, Self-management, Empathy, Relationship Management
Team members open up with their competing ideas about how the team should approach work. Forming, Storming, Norming, Performing?
Storming
The goal of ________________ is to restate major themes so that you can make sense of the big issues from the perspective of the other person. Ideally, you can show that you understand the major direction of the conversation
Summarizing
Latisha: There's no way I can change anything. Jeff will assign me to another project and that's that. I'm stuck in another dead-end internship Low or High Self Management?
This thought process reflects pessimism. Latisha neither thinks of other options available to her for the health initiative nor assumes that other work tasks will provide her with rewarding challenges. Low Self Management
Born between 1925 and 1945
Traditionalists
Refers to how cultures socialize members to feel in uncertain, novel, surprising, or extraordinary situations
Uncertainty avoidance (UA)
____________ others means that you recognize their perspectives and feelings as credible or legitimate. It does not necessarily mean that you agree.
Validating
____________________Generally consist of team members located at various offices (including home offices) and rely almost entirely on virtual technologies to work with one another
Virtual Teams
The following behaviors help drive ____________ diversity: (1) making sure everyone is heard, (2) making it safe to let team members express novel ideas, (3) giving team members decision-making authority, (4) sharing credit, (5) giving useful feedback, and (6) putting feedback into action. In short, these behaviors drive an innovative, "speak-up culture."
acquired
Paying attention requires _____________nonverbal communication
active
a person's willingness and ability to hear and understand.
active listening
Deals with the level of confrontation and directness that is considered appropriate and productive
assertiveness
Psychological bonding that occurs between people and their ideas
association
One way that high-performing teams ensure they develop and live up to shared values, norms, and goals is to create a team __________.
charter
A measure of your ability to work with and adapt to members of other cultures
cultural intelligence (CQ)
A _________________ acts from a neutral position to get each person to participate in the conversation and ensure that each agenda item is properly discussed.
facilitator
In _____________cultures, people expect power differences, follow leaders without questioning them, and feel comfortable with leaders' receiving special privileges and opportunities. Power tends to be concentrated at the top.
hierarchical
Givers frequently help others out in the workplace, whereas takers often accept help but __________________reciprocate. The highest performers are most often givers. Yet, the weakest performers are also most often givers
infrequently
A person's_______________ is a blend of these primary motives and refers to the frequency with which these values guide their actions
motivational value system (MVS)
The team arrives at a work plan, including roles, goals, and accountabilities. Forming, Storming, Norming, Performing?
norming
Generally speaking, most good questions are ______ended. In contrast, __________ questions require simple responses such as yes or no. Some basic types of learning-centered questions include rapport-building questions, funnel questions, probing questions, and solution-oriented questions
open, closed
The team operates efficiently toward accomplishing its goals Forming, Storming, Norming, Performing?
performing
Active listening requires that you _________ on the ideas and emotions of others. To make sure you really understand others, you should frequently paraphrase what you're hearing.
reflect
Generally, high-performing teams go through ________________cycles of disassociation and association. That is, they suspend attachment to ideas in the initial discussion phase and then attach themselves to ideas as they commit to mutually developed goals and related action items
repeated
One of the fastest ways to increase trust, particularly among teammates who don't know one another, is through _______________.
self disclosure
__________________ is sharing information about yourself, such as your goals, aspirations, views and values, and experiences
self-disclosure
______________-reading is the act of anticipating intentions and moods through the perceptive examination of nonverbal cues." Generally, you should pay close attention to nonverbal signals and attempt to decode their meanings. Yet, you should always make sure to suspend a certain level of judgment and avoid rigid conclusions.
sight-reading
Lisa: It sounds like you have a few key points. Continuous feedback systems improve morale and performance at each of the companies you've learned about. Also, your contacts at these companies think evaluating the costs of the software is easy, but evaluating the costs of time invested by employees is not possible. Is that correct? summarizing, clarifying or reflecting
summarizing
Givers are generally motivated by empathy. They perform best when they address three potential barriers to performance associated with empathy
timidity, availability, and emotional concern for others
