Unit 1 - Orientation, Safety, & Leadership (Study Guide)

It is both the __________'s and the __________'s responsibility to ensure effective communication.

Sender, receiver

__________ is most likely to help a listener avoid random thoughts from occurring while listening.

Visualizing the words that the speaker's using

Being __________ in communication means including everything that is necessary to understand the message.

Complete

Being __________ in communication means using correct grammar, spelling, punctuation, and syntax.

Correct

Being respectful of the receiver's culture is an example of __________ in communication.

Courtesy

Valuing other people and their ideas, eve when you are very different from them, is showing __________ by adjusting your opinions and behaviors.

Culturally sensitive

A family's customs, habits, and traditions are known as its __________.

Culture

Paying attention to a speaker involves...

Making eye contact, putting aside any distractions, and take notes of the speaker's body language.

Consequences of poor business ethics include the following:

Increased internal problem, negative public image, decreased customer loyalty, and risks of lawsuits.

__________ and the __________ are not the same thing, but they do overlap.

Business ethics, law

Positive communication allows people from different backgrounds to __________.

Build respect for one another

Communication positively with individuals who are different from you can provide you with __________.

New perspectives and ideas about life

When a speaker concentrates on every word spoken and misses the main message, he/she is guilty of __________.

Over-listening

Restating a message in your own words is called __________.

Paraphrasing

When businesses donate a portion of their revenues to charity, they are being __________.

Philanthropic

Without effective communication skills, you are unlikely to receive a __________ at work.

Promotion

Using communication methods inappropriately is a example of a __________ barrier to effective communication.

Sender-created

The four (4) pillars of a business's social responsibility are:

1. Economic responsibility 2. Legal responsibility 3. Ethical responsibility 4. Philanthropic responsibility

Saying "I understand" is an example of a(n) __________ a listener can use to show a speaker that he/she is listening.

Acknowledgement response

One difference between business ethics and the law is that business ethics are often __________.

Written

__________ tends to be more formal than other methods of communication because it allows individuals to organize their thoughts meaningfully.

Written communication

All the ways in which people differ are known as __________.

Diversity

__________ people are known to be good listeners.

Empathetic

When __________, the receiver should: provide feedback when the speaker is finished talking, show the speaker that you are listening by nodding occasionally, and use words such as "yes" and "uh huh" to demonstrate proof of listening.

Active listening

__________ involves paying attention, displaying proof of listening, and providing feedback.

Active listening

A __________ question is a question that usually can be answered with either a "yes" or "no".

Close-ended

If you take to much personal credit for your own work on a group project, you might offend a group member who comes from a culture of __________.

Collectivism

__________ is the two-way process of sending and receiving information, ideas, feelings, and beliefs.

Communication

__________ are crucial for your success as an employee because nearly every job requires communication with other people.

Communication skills

Being __________ means communicating as efficiently and clearly as possible without including any redundant or irrelevant information.

Concise

Behaviors such as spelling words incorrectly or using filler words are barriers to effective communication because they __________.

Distract from the actual message

Poor lighting, noise, or an uncomfortable chair are all examples of __________ distractions.

Environmental

__________ is when someone believes that his/her own culture is naturally better or superior to other cultures.

Ethnic centrism

__________ are the basic principles that govern your behavior.

Ethtics

During __________ communication, you should: make consistent eye contact with your speaker, maintain appropriate speaking volume and tone, match your facial expressions to your words, and maintain appropriate posture.

Face-to-face

A business' ethics determine whether or not an action is acceptable for that business, especially if the action __________.

Has a negative impact on others

Concerns, thoughts, worries, or boredom on the part of the listener that take away from his/her ability to attend to the speaker's message are all __________ distractions.

Internal

The purpose of active listening is to __________.

Let the speaker know that the message is heard and understood

It if important to be patient when learning to exhibit cultural sensitivity because it is a __________z

Life-long process

Listening differs from hearing because __________.

Listening is an active process (you interpret the message)

During effective communication, people often make __________ can create __________ to effective communication.

Mistakes, barriers

Poor posture is an example of a __________ barrier to effective communication.

Non-verbal

A tense jaw, frown, or wrinkled brow are all examples of __________ that indicate anger or frustration.

Non-verbal cues

Eye contact, facial expressions, and body language are all examples of __________.

Non-verbal cues

An __________ question requires longer, more detailed answers. Ex: "why do you like to vacation at Lake Michigan?"

Open-ended

__________ dimensions of diversity include the things that cannot be changed such as age, race/ethnicity, and nationality.

Primary

Asking for clarification about a speaker's message is called __________.

Questioning

__________ dimensions include those things that can change during your lifetime such as family status, education, religion, and geographic location.

Secondary

Providing safe working conditions for employees is an example of a business's ethical obligation to its __________.

Stake holders

__________ can cause barriers to effective communication before and interaction even begins.

Stereotypes and generalization

__________ is being open and truthful when communicating.

Transparency

__________ means acknowledging differences as assets.

Valuing diversity