Business Communication Exam 1 Terms – Flashcards
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Credibility
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Reputation for being trustworthy
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Post-Trust Era
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Public views businesses as operating against the public's best interest
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Competence
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Knowledge and skills needed to accomplish business tasks, approach business problems, and get a job done
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Caring
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Understanding the interests of others, cultivating a sense of community, and demonstrating accountability
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Stakeholder
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All groups in society affected by your business
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Character
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Reputation for staying true to commitments made to stakeholders and adhering to high moral and ethical values
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Ethics
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Rules of conduct or moral principals that guide individual or group behavior
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Business Ethics
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Commonly accepted beliefs and principals in the business community for acceptable behavior
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Transparency
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Involves sharing all relevant information with stakeholders
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Corporate Values
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Stated and lived values of a company
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Code of Conduct
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Written code of ethics
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Personal Values
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Those values that individuals prioritize and adhere to
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FAIR Test
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Facts, Access, Impacts, Respect
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3 Components of Credibility
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Competence, Caring, Character
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Interpersonal Communication Process
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Process of sending and receiving verbal and nonverbal messages between two or more people
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Meaning
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Refers to the thoughts and feelings that people intend to communicate to one another
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Encoding
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Process of converting meaning into messages composed of words and nonverbal signals
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Decoding
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Process of interpreting messages from others into meaning
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Shared Meaning
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People involved in interpersonal communication attain the same understanding about ideas, thoughts, and feelings
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Noise
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Causes distortion to or interruption of messages
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Physical Noise
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External noise that makes the message difficult to hear or otherwise receive
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Physiological Noise
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Refers to disruption due to physiological factors
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Semantic Noise
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Occurs when communicators apply different meanings to the same words or phrases
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Psychological Noise
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Refers to interference due to attitudes, ideas, and emotions experienced during an interpersonal interaction
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Filter or lifetime experiences
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This filter is an accumulation of knowledge, values, expectations, and attitudes based on prior personal experiences
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Emotional Intelligence
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Involves understanding emotions, managing emotions to serve goals, emphasizing with others, and effectively handling relationships
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EQ
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Emotional Quotient (emotional intelligence)
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Emotional Hijacking
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A situation in which emotions control our behavior, causing us too react without thinking
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Self-Awareness
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Foundation for emotional intelligence: involves understanding your emotions as they occur an dhow they affect you
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Triggers
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Evens that cause strong emotional reactions
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Self-Management
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The ability to use awareness of your emotions to stay flexible and to direct your behavior positively
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Mitigating Information
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Favorable explanations for why others have behaved a certain way-can short circuit moderate anger almost immediately
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Optimism
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Viewing failures as events that can be changed in the future
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Pessimism
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View failures as indications of their own incompetence or inability
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Empathy
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The ability to accurately pick up on emotions and those of others to manage interactions successfully
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Relationship Management
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The ability to use your awareness of emotions and those of others to manage interactions successfully
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Communication Channel
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The medium through which a message is transmitted
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Richness
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Involves two considerations: the level of immediacy and number of cues available
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Immediacy
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Related to how quickly someone is able to respond and give feedback
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Control
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Refers to the degree to which communications can be planned and recorded thus allowing strategies message development
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Planning
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Implies that the communication can be tightly drafted, edited and revised reversed and otherwise strategically developed before delivery
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Permanence
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The extent to which the message can be stored, retrieved and distributed to others
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Constraints
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Practical limitations of coordination
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Coordination
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Effort and timing needed to allow all relevant people to participate in communication
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Resources
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Deal with financial, space, time, and other investments necessary to employ particular channels of communication
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Synchronous Communication
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Occurs in real time; the individuals involved give immediate responses to one another and engage in turn-thinking
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Asynchronous Communication
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Do not occur in real time; individuals involved in such communication can pay attention to and respond to communications at a time of their choosing
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Private Communication
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One-to-one communication that involves just a few individuals
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Team Communication
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The most common for of many-to-many communication.
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Networked Communication
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Allows people to contact, communicate with, and develop work relationships with people they do not know but who share work interest and goals.
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Leadership Communication
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Manager develops a message for all relevant employees
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Formality
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Protocol, rules, structure
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Informality
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Absence of protocol and structure
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Senser
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Pragmatic & results-oriented (largest segment of pop)
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Feeler
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People-oriented, focus heavily on harmony
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Thinker
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Focused on logic, objectivity, and correct analysis
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Intuitor
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Future-oriented, out-of-the-box thinker
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Listening Skills
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-Paying attention -Holding judgement -Reflecting -Clarifying -Summarizing -Sharing
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Learner Mind-Set
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Show eagerness to hear others' ideas and perspectives and listen with an open mind
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Judger Mind-Set
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People have their minds made up before listening carefully to others' ideas
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Learner Statements
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Show your commitment to hearing people out
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Judger Statements
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Show you are closed off to hearing people out.
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Barriers to Effective Listening
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-Lack of time -Lack of patience & attention span -Image of leadership -Communication Tech. -Fear of bad news or uncomfortable info
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Non listening Behaviors
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Actions that prematurely deflect attention from speakers or prevent them from completely expressing their ideas and feelings
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Rapport-building Questions
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intended to create bond between people
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Funnel Questions
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Moved from general to specific
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Probing Questions
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Intended to analyze a business problem form every angle in order to uncover its root causes
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Solution-Oriented Questions
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Focus on how to overcome business problems
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Leading Questions
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Intended to guide people to your way of thinking
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Disguised Questions
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Opinions presented in question form
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Cross-Examination Questions
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Intended to find contradictions in what others have said or done
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Forming
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Team focus' on gaining acceptance and avoiding conflict
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Storning
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Team open up with their competing ideas about how the team should approach work
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Norming
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Team arrives at a work plan including roles, goals, and accountabilities
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Preforming
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Teams operate efficiently toward accomplishing goals
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Team Culture
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Refers to a set of shared perceptions and commitment to collective values, norms, roles, responsibilities, and goals
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Disassociation
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A process by which professionals accept critique and association
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Association
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Psychological bonding that occurs between people and their ideas
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Coordination Meetings
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Focused on discussing roles, goals, and accountabilities
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Problem-Solving mettings
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Typically involve brainstorming about how to address and solve a particular work problem
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Facilitator
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Acts from a neutral portion to get each person to participate in the conversation and ensure that each agenda item is properly discussed
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Stories
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Retrospective versions of interpersonal interactions or their explanations of business successes or failures
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Validating
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You recognize others' perspectives and feelings as credible or legitimate
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I-Statements
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"I think, I feel, I believe" Can be less blaming and accusatory in difficult conversations
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Cultural Intelligence
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Measure of your ability to work with and adapt to members of other cultures
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Culture
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Includes the shared values, norms, rules, and behaviors of an identifiable group of people who share a common history and communication system
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Diversity
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Pretense of many cultural groups in the workplace
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Projected Cognitive Similarity
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Tendency to assume others have the same norma and values as your own cultural group
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Outgroup Homogeneity effect
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Tendency to think members of other groups are all the same
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Individualism
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A mind-set that prioritizes independence more highly than interdependence, emphasizing individual goals over group goals, and valuing choice more than obligation
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Collectivism
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Refers to a mind-set that prioritizes interdependence more highly than independence, emphasizing group goals over individual goals, and calling obligation more than choice
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Egalitarian
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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
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Hierarchical
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People expect power differences, follow leaders without question, and feel comfortable with leaders receiving special privileges and opportunities
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Performance Orientation
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The extent to which a community encourages and rewards innovation, high standards, and performance improvement
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Future Orientation
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Involves the degree to which cultures are willing to sacrifice current wanted to achieve future needs
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Assertiveness
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Deals with the level of confrontation and directness that is considered appropriate and productive
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Humane Orientation
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The degree to which an organization or society encourages and rewards individuals for being fair, altruistic, friendly, generous, caring, and kind
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Uncertainty Avoidance
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Refers to how cultures socialize members to feel in uncertain, novel, surprising, or extraordinary situations
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Gender Egalitarianism
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Deals with the division of roles between men and women in society
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Ethnocentrism
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Belief that your own culture is superior
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Co-culture
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Combined elements of each culture
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Creating Business Messages
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Plan Draft Review
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Values
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Refer to enduring beliefs and ideals that individuals hold
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Priorities
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Involve ranking or assigning importance to things, such as projects, goals, and tasks
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Facts
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Statements that can be relied on with a fair amount of certainty
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Conclusions
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Statement that are reasoned or deduced based on facts
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Positions
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Stances that you take based on a set of conclusions
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Direct/Deductive Approach
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State primary message then lay our supporting reasons
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Indirect/Inductive Approach
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Provide supporting reasons first followed by primary message
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Tone
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The overall evaluation the reader perceives the writer to have toward the reader and the message content
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Meta Messages
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Overall but often underlying messages people take away from a communication or group of communications
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AIM Planning
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Audience Analysis Idea Development Message Structuring
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Improving Ease of Reading with Completeness
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1. Provide all relevant info 2. Be accurate 3. Be specific
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Improving Ease of Reading with Conciseness
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1. Control Paragraph Length 2. Use short sentences 3. Avoid Redundancy 4. Avoid empty phrases 5. Avoid wordy prepositional phrases
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Improving Ease of reading with Natural Style
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1. Use action verbs 2. Use Active Voice 3. Use short and Familiar words and phrases 4. Use parallel language 5. Avoid buzzwords & figures of speech 6. Avoid it is/they are
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Improving ease of reading with navigational design
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1. Use Headings 2. Highlight key words and phrases 3. Use bulleted and numbered lists 4. Use white space generously 5. Keep it simple
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Reviewing Message
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1. Conduct FAIR test 2. Proofread 3. Get Feedback
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Neutrality Effect
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Recipients are more likely to perceive messages with an intended positive emotion as neutral
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Negativity Effect
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Recipients are more likely to perceive messages that are intended as neutral as negative
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Flames
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Emails or other digital communications with "hostile intentions characterized by words of profanity, obscenity, and insults that inflict harm to a person or an organization"
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Cyber Silence
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Nonresponse to emails and other communications
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Cyber Incivility
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Violation of respect and consideration in an online environment based on workplace norms
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Active Incivility
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Direct forms of disrespect (primarily male)
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Passive Incivility
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Indirect forms of disrespect (primarily female)
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Reinterpretation
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Adjusting your initial perceptions by making more objective, more fact-based, and less personal judgements and evaluations
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Relaxation
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Releasing and overcoming anger and frustration so that you can make a more rational and less emotional response
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Defusing
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Avoiding escalation and removing tension to focus on work objectives
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Social Age
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Era of people engaged in networked communication, collaborative across boundaries, and solve problems communally
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Web 1.0
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Original internet-Most web pages were read-only and static
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Web 2.0
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Evolved internet-Most web pages emerged as read-write web, where users interact extensively with web pages
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Social Media
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Social networks, blogs, wikis, gaming, podcasts, and information tagging
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User 1.0
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An individual who primarily uses and prefers Web 1.0 tools
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User 2.0
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An individual who primarily uses and prefers Web 2.0
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Microblogs
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Shorter blogs that contain just a few sentences (twitter)
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Team Blogs
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Typically organized around formal work teams
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Project Blogs
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Organized around particular projects that generally involve temporary teams
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Wikis
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Collections of pages that anyone with approved access can edit, thus lending themselves to collaborative writing
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Personal Brand
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A unique set of professional skills and attributes that others associate with you
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Abilities
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Skills and knowledge that can be applied to accomplishing work
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Attributes
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Personal Traits or characteristics
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To understand employer needs
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Carefully read and analyze the job position announcement
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Chronological Resumes
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Present the information grouped by work and education over time
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Functional Resumes
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Present the information in terms of key skills
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Solicited Cover Letter
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Cover letter tailored to fit job descriptions
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Unsolicited Cover Letter
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Cover letter for job with no open position
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STAR Method
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Situation-where you created a positive outcome Tasks-you were assigned as part of a process Actions-you took that led to outcome Results-that occurred
