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Non verbal classification

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kinesics- body movements proxemics- space around us paralanguage- how something is said

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viewpoints

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1. opinions 2. attitudes 3. beliefs

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stereotyping

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make specific assumption about a general category

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blocked mind

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closed to reality, works on limited information, tend to "agree" with those who "agree" with us

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fact/interference confusion

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need to "infer" in order to make decisions. Beware nothing is absolute and things are not always what they seem. Calculate probability or inference. Go with what you are sure of.

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two valued thinking

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"dichotomy" "either or" makes easier communication is only 2 possibilities exist. Most situations are "multi-valued", don't use two valued when multivalued is more appropriate

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listening discrepancy

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we ignore, forget, distort, or misunderstand 75% of everything we hear, inefficiency because we are able to process speech much faster than others can speak, lag time results in daydreaming

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human communication

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process of sharing meaning through written, oral, and nonverbal

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communication cycle

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1. sender has idea 2. sender encodes idea 3. sender selects channel and transmits message 4. receiver decodes message 5. feedback returns to sender

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communicating in the digital world

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writing skills are key, have to rely on internet and writing emails, media savvy and have good judgement

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the global marketplace

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many companies are abroad in the U.S

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group think

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faulty process because one may be too eager to agree, strong leader may be biased, some may feel they have to conform

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shrinking

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horizontal/flatter communication, work can be organized to let people use their own talents more wisely. Flatter organizations also pose greater communication challenges, many front line managers participate in critical thinking and decision making, everyone's a writer and communicator.

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management layers

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many companies organizing cross-functional teams to boost involvement in decision making "teaming"-- solving specific problems

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growing workforce diversity

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increasing number of women and minorities, jump in older workers skilled immigrants, communication in diverse workforce requires new attitudes and skills

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virtual and non territorial offices

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people can work at home. teleworkers represent 20% f the working U.S adult population. Companies creating "non territorial" or "mobile platforms" and "hot desks" of unassigned workspaces

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formal channels of communication

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1. improve downward information flow- publications announcements 2. improve upward information flow- hiring communication coaches, encouraging regular meetings, trusting environment, incentive programs 3. improve horizontal information flow- training employees in teamwork and communication techniques, establishing reward systems based on team achievement, encourage full participation

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informal channel of communication

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1. grapevine productivity- respecting employees desire to know increasing the amount of information flow, sharing the good and bad news, monitoring grapevine, acting promptly to correct misinformation 2. responding ethically to office gossip- run away from gossip, end rumors, attack rumors about yourself, keep confidences

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benefits of free exchange

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helps organizations respond t rapidly changing markets, boost efficiency and productivity, build employee morale, serve the public, take full advantage of ideas of workers . Formal channels usually flow in 3 different directions, downward, upward, and horizantal

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ethical issues

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email, customer email, progress report, sales report, presentation, proposal, resume

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soft skills

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thinking and problem solving, oral and written communication, personal qualities and work ethic, interpersonal and teamwork

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acting

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a play requires acting and memorizing

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public speech may be compared to

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writing- research and development is identical conversation- good speech will establish contact with the audience

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persuasion

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persuasive speech makes a recommendation, the "point" of a speech is its "thesis"

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2 characteristics of a good thesis

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make it CLEAR- use "should" or "ought" statement, make it APPROPRIATE to your audience

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arranging the speech

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pattern of arrangement is strategy of communication, involve audience in plot, present ideas in a way appropriate to audience

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How to begin a speech

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most important segment is beginning, play it carefully some memorizing may be appropriate

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possible opening statements

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relate and incident, begin with strong or startling statement

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possible leading statements

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pose a question, interject some humor

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how to end

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ending is the second most important part of your speech, poorly concluded speech will leave the audience hanging

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conclusion

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leave audience with sense of finality, use concluding statement, sum up key points briefly

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stage freight

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nearly everyone suffers from stage freight, natural expression of anxiety

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nervousness vs. tension

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nervousness controls you, tension makes you sharp and is a physiological sign that is preparing your body and providing extra oxygen to your mind

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4 phases of team development

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1. forming 2. storming- conflict, chaos 3. norming- roles clarified, info flowing 4. performing- "can do"

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virtual teams

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teams aided by technology

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reaching group decisions

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1. majority 2. consensus 3. minority 4. average 5. authority rule with discussion

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definition of successful teams

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stay small, agree on purpose and procedures, confront conflict, communicate effectively, collaborate rather than compete, accept ethical responsibilities, share leadership

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types of workplace listening

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listening to supervisors, colleagues or teammates, listen to customers

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horizontal communication

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silos, everybody is separated, no communication within business parts

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culture

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complex system of values, traits, and morals

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communication

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the transmission of information and meaning from a sender to a receiver

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communication process

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1. sender has idea 2. sender encodes message 3. sender selects channel, transmits message 4. receiver decodes message 5. feedback returns to sender

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barriers that create misunderstanding

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1. bypassing- missing the meaning 2. differing frames of reference 3. lack of language skill 4. distractions

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digital message

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one that is generated, stored, processed, and transmitted electronically by computers using strings of positive and non positive binary code

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business writing goals

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1. purposeful 2. economical 3. audience oriented

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3x3 writing process

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1. prewriting 2. drafting 3. revising

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prewriting

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analyzing the audience and your purpose for writing and anticipating how the audience will react 25%

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drafting

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researching, organizing, and then drafting 25%

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revising

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editing, proofreading, and evaluating your message 50%

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