Chapter 9 – Workplace Communication – Flashcards
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Organizations
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Social collectives, or groups of people, in which activities are coordinated to achieve both individual and collective goals. Four primary functions include: economic production, political participation, integration, and pattern maintenance
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Strategies for preparing for a job interview
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create a self inventory, create networks, search for a job, investigate the interviewer, be prepared to ask and answer questions, and conduct post-interview negotiations
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Communication skills to help you succeed in the workplace (four)
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Immediacy, supportive communication, strategic ambiguity, interaction management
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Conflict management approaches include...
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avoidance, competition, compromise, accommodation, and collaborations Collaborative approach works best
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Written credentials for employment should include...
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A cover letter and a resume. Cover letter - should persuasively establish your qualifications in relation to the job description Resume - should be concise and stylistically reflect your personality in a professional way
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Cross-cultural understanding
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Requires that you act with sensitivity toward those who are different, including those who do not speak your language well Necessary in today's global economy
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Customer Service Interaction Skills
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include using compliance-gaining strategies with customers while enegaging in emotional labor
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Unethical Workplace Communication includes...
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Aggressive communication and sexual harassment
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Workplace Aggression occurs when...
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individuals intentionally or unintentionally use verbal or nonverbal aggressive behaviors towards others
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Sexual Harassment in the workplace involves...
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the abuse of power involving either quid pro quo harassment or a hostile work environment. Unwelcome, unsolicited, repeated behavior of a sexual nature.
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Chronological Resume
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A document that organizes your credentials over time
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Collaborative Style
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Thoughtful negotiation and reasoned compromise
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Communication Networks
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Patterns of relationships through which information flows in an organization
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Customer Service Encounter
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The moment of interaction between the customer and the firm
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Downward Communication
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Messages flowing from superiors to subordinates
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Economic Orientation
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Organizations that manufacture products and/or offer services for consumers
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Emotional Labor
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Jobs in which employees are expected to display certain feelings in order to satisfy organizational role expectations
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Formal Communication
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Consists of messages that follow prescribed channels of communication throughout the organization Downward, Upward, and Horizontal
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Functional Resume
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A document that organizes your credentials by type of function performed
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Horizontal Communication
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Messages between members of an organization with equal power
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Immediacy
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Communication behaviors intended to create perceptions of psychological closeness with others Professional touch, like a handshake, can help establish immediacy between people
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Informal Communication
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Any interaction that does not generally follow the formal structure of the organization but emerges out of natural social interaction among organization members
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Integration Orientation
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Organizations that help mediate and resolve discord among members of society
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Interaction Managment
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Establishing a smooth pattern of interaction that allows a clear flow between topics and ideas
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Objective Statement
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An articulation of your goals.
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Organizational Communication
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the ways in which groups of people both maintain structure and order through their symbolic interactions and allow individual actors the freedom to accomplish their goals
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Organizational Communities
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Groups of similar businesses or clubs that have common interests and become networked together to provide mutual support and resources
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Pattern-maintenance orientation
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Organizations that promote cultural and educational regularity and development within society Ex: schools, because they teach people how to effectively participate in society
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Personal Network
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A web of contacts and relationships to help you gain job leads and make referrals
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Political Orientation
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Organizations that generate and distribute power and control within society
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Strategic Ambiguity
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The purposeful use of symbols to allow multiple interpretations of messages
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Supportive Communication
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Listening with empathy, acknowledging others' feelings, an engaging in dialogue to help others maintain a sense of personal control.
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Upward Communication
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Messages flowing from subordinates to superiors
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Quid pro quo sexual harassment
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A situation in which an employee is offered a reward or is threatened with punishment based on his or her participation in a sexual activity.
