business communication chapters 1& 2 – Flashcards
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individuals communicate to?
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satisfy needs
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when valuing communication each of us want to be?
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heard, appreciated, and wanted.
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How much time do managers spend on communication
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60-80%
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The Key to Becoming a Good Manager
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Make people feel valued and valuable and they will achieve magnificent feats for you
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Research says the one question that each person ask and tries to answer is?
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-Why am I here?
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COMMUNICATION PROCESS: Recent survey of executive document that abilities in _____ and ____ are major determinants of career success.
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writing and speaking
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What does the sender do in the communication process?
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encodes selects channel sends message
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What does the receiver do in the communication process?
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-decodes message -encodes response
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what are the different types of communication channels?
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-face to face -two way -one way
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what is the most effective form of communication?
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face-to-face
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Describe two way communication
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-not face to face -phone -txt messages
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Describe one way communication
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-not face to face -email -letters -memos
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Written documents are required when?
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legal matters are involved and written records must be retained
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Factors that hinder the communication process are referred to as
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interferences or barriers
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Decoding the message may be prohibited by?
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-sender not using appropiate vocabulary, not being clear or concise -reciever being intimidated or bored by sender(causing anxiety)
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Indifferences with communication include
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-differerences in education, culture, etc. -physical issues: noise, interuptions, uncomfortable surroundings, and language barrier
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Formal communication
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created by mgmt to define individual and group relationships and to specify lines of responsibility
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Informal communication best known component
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Grapevine
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Informal communication: GRAPEVINE is often called
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rumor mill
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Informal communication: GRAPEVINE-Advantages?
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-speedy: fire emergency -spread to large number of people
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Informal communication: GRAPEVINE-Disadvantages?
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-inaccurate -no consistent source
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Informal communication: GRAPEVINE- Due . . . to widespread downsizing and corporate scandals during the last few years, employees in many organizations are demanding to be better ____?
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infromed
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Informal communication: GRAPEVINE-"Instead of denying or condemning the grapevine, the effective manager will learn to use the ____ _____?
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informal network
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Downward communication
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from superiors to employees
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upward communication
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from employees to supervisors
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Horizontal communication -ex
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between employees on the same level -Knights of the round table
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TQM promotes?
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honest, open communication
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Strategic forces influencing Business communication
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-Legal and ethical constraints -illegal and unethical behavior -pagano model
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Strategic forces influencing Business communication: Legal and ethical constraints (ECPA)
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Electronic communication privacy act -preventing computer crime, retrieving lost messages, and regulating employee morale
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Strategic forces influencing Business communication: Reasons for illegal and unethical behavior (3)
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-Greed -Obsession with personal advancement -Expectations of not getting caught
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Strategic forces influencing Business communication: Pagano model of ethics ask what 6 questions
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- Is the proposed action legal? -What are the benefits and costs involved? -Would you want this action to be a universal standard approved by everyone? -does the action pass the light-of-day test? -Does the action pass the Golden Rule test? Does the action pass the ventilation test?
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Strategic forces(3)
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-Diversity challenges -Team environment -Changing technology
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Strategic forces: DIVERSITY CHALLENGES INCLUDE
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-Cultural differences (ethnocentrism) -Generational -Gender
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Strategic forces: DIVERSITY CHALLENGES(define ethnocentrism)
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people wrongly believe that the specific patterns of behavior desired in their own culture are universally valued.
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Strategic forces: TEAM ENV.
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-small number of ppl who work together for a common purpose -common purpose and measurable goals for which the team can be held accountable, independent of its individual members
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Behavioral theories are founded on who?
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Maslow
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Maslow's research on behavioral theory focused on
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-psychological needs
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Psychological needs of maslow's behavioral theory consist of?
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-safety and security -social needs(love, acceptance, belonging) -ego or esteem(to be heard, appreciated, wanted) -Self actualizing(fullest potential)
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Nonverbal communication can account for?
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90%of the face-to-face message being relayed
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What is the most important communication skill
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listening
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Bad habits of listening include
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-faking attention -allowing disruptions -dismissing subjects as uninteresting -failing to obverse nonverbal aids
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Listening types:
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-casual listening -listening for info -intensive listening -empathetic listening
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What is the difference b/t groups and teams?
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- A team is typified by a clear identity and high level of commitment on the part of the members -groups are made up of members who play a variety of roles
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Why are odd numbers of group members preferred?
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decisions are possible without tie votes
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How important is leadership in a group?
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critical to group success
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Goal setting in GROUP COMMUNICATION?
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share a common goal, interest, or benifit
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communication styles -men -women
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-men:dominate, interrupt, perceived as stereotypical leader -women: submissive, supportive, perceived as stereotypical notetaker
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Effective Meetings include:
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-Agenda -time limits -participation not conflict -exchange of ideas -minutes
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effective meeting time
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20-30 minutes
