Chapter 1: Professional Communication

"you" attitude

communicating with an audience-centered approach; creating messages that are about "you," the receiver, rather than me the sender

ethical communication

communication that includes all relevant information, is true in every sense, and is not deceptive in any way

informational overload

condition in which people receive more information than they can effectively process

decoding

extracting the idea from a message

horizontal communication

flows between departments to help employees share information, coordinate tasks, and solve complex problems

upward communication

flows from employees to executives, providing insight into problems, trends, opportunities, grievances, and performancs, thus allowing executives to solve problems and make intelligent decisions

downward communication

flows from executives to employees, conveying executive decisions and providing information that helps employees do thier jobs

communication barriers

forces or events that can disrupt communication, including noise and distractions, competing messages, filters, and channel breakdowns

transparency

giving all participants in a conversation access to the information they need to accurately process the messages they are receiving

formal communication network

ideas and information flow along the lines of command (the hierarchical levels) in the company's organization structure

feedback

information from receivers regarding the quality and effectiveness of a message

ethics audits

ongoing efforts to monitor ethical progress and to point out any weaknesses that need to be addressed

ethics

the accepted principles of conduct that govern behavior within a society

message

the container in which an idea is transmitted from a sender to a receiver

etiquette

the expected norms of behavior in a particular situation

communication medium

the form in which a message is presented; the three primary categories of media are oral, written, and visual

selective perception

the inclination to distort or ignore incoming information rather than change one's beliefs

defamation

the intentional communication of false statements that damage someone's character or reputation

stakeholders

those groups affected in some way by the company's action: customers, employees, shareholders, suppliers, neighbors, the community, the nation, and the world as a whole

audience-center approach

understanding and respecting the members of your audience and making every effort to get your message across in a way that is meaningful to them

An ____________ can be used to monitor ethical progress and to point out any weaknesses that need to be addressed A. annual stockholder meeting B. ethical dilemma C. stealth marketing program D. formal communication review E. ethics audit

E. ethics audit

Which of the following is defined as the quality of performing at a high level and exhibiting pride and purpose in one's behavior? A. etiquette B. enterpreneurship C. management D. capitalism E. professionalism

E. professionalism

code of ehtics

a written set of ethical guidelines that companies expect their employees to follow

Which of the following parts of the communication model includes the process of expressing an idea in words or images? A. encoding B. decoding C. responding D. producing E. transmitting

A. encoding

__________ may occur when overusing communication technology A. information overload B. an ethical lapse C. defamation D. feedback E. selective perception

A. information overload

Which of the following will help increase your chances of success when crafting a message that gets noticed? A. promote the concept of multitasking within the message B. consider the expectations of the audience C. use selective perception D. develop a message that can be stored in short-term memory E. minimize distractions for the audience

B. consider the expectations of the audience

Which of the following is a disadvantage of mobile communication in business? A. mobile tools can enhance productivity and collaboration B. mobile devices create a host of security and privacy concerns for end users and corporate technology managers alike C. mobile apps can assist in wide variety of business tasks, from research to presentations D. mobile connectivity can accelerate decision making and problem solving E. mobile devices can serve as sensory and cognitive extensions

B. mobile devices create a host of security and privacy concerns for end users and corporate technology managers alike

Website designers and businesses need to A. stop using non-mobile forms of communication B. realize how websites will be viewed on smaller screens C. pick just one mobile device on which to focus their communication efforts D. understand communication is communication no matter how it is transmitted E. realize everyone prefers mobile communication to other methods

B. realize how websites will be viewed on smaller screens

Focusing on ________ can make your communication efforts more effective A. opinions B. technology C. clarifying expectations and responsibilities D. impressions E. personal goals

C. clarifying expectations and responsibilities

Which of the following is considered to be ethical behavior? A. misrepresenting number B. omitting essential information C. creating a code of ethics D. selective misquoting E. plagiarizing

C. creating a code of ethics

Which of the following best describes the communication process? A. it is the process of helping others adapt to your communication style B. it is the process of promoting your worth to an organization C. it is the process of transferring information and meaning between senders and receivers, using one or more types of media D. it is the process of agreeing on the format of a message E. it is the process of combining a variety of media to create a stronger message

C. it is the process of transferring information and meaning between senders and receivers, using one or more types of media

An example of upward communication would be ____________ A. a CEO sending out a newsletter B. two production departments discussing a new machine purchase C. an employee receiving a promotion D. an employee telling a supervisor about potential problems with a delivery process at a review E. an executive providing information about a corporate policy to an employee at a weekly meeting

D. an employee telling a supervisor about potential problems with a delivery process at a review

Which of the following is one of the four general guidelines for using communication technology effectively? A. avoid in-person communication whenever possible B. always assume the message will be read as an email C. use a text message for sensitive communication D. learn how to use technological tools productively E. promote information overload and information technology addiction

D. learn how to use technological tools productively

ethical lapse

a clearly unethical choice

copyright

a form of legal protection for the expression of creative ideas

contract

a legally binding promise between two parties in which one party make a specified offer and the other party accepts

perception

a person's awareness of view of reality; also the process of detecting incoming messages

informal communication network

all communication that takes place outside the formal network; often referred to as the grapevine or the rumor mill

social communication model

an interactive, conversational approach to communication in which formerly passive audience members are empowered to participate fully

intellectual property (IP)

assets including patents, copyrighted materials trade secrets, and even internet domain names

critical thinking

is the ability to evaluate evidence completely and objectively in order to form logical conlusions and make sound recommendation

communication

is the process of transferring information and meaning between senders and receivers

professionalism

is the quality of performing at a high level and conducting oneself with purpose and pride.

encoding

putting an idea into a message (using words, images, or a combination of both)

ethical dilemma

situation that involves making a choice when the alternatives aren't completely wrong or completely right

communication channels

systems used to deliver messages