1. Achieving Success Flashcards

1
Q

Communication definition

A

transferring information and meaning between senders and receivers
- sharing data, information, insights, and inspiration

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2
Q

Stakeholders

A

groups affected in some way by the company’s actions: customers, employees, shareholders, suppliers

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3
Q

Make communication as effective as possible by

A

practical, factual, concise, clear, persuasive

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4
Q

globalization

A

increasing effort to reach across international borders

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5
Q

workforce diversity

A

differences among the people you come into contact with on the job

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6
Q

knowledge workers

A

employees who specialise in acquiring, processing and communicating information

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7
Q

flat organisational structures

A
  1. help communication flow faster and with fewer disruptions and distortions
  2. require more individual responsibility for communication - particularly in the horizontal direction
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8
Q

matrix structure

A

employees report to two managers at the same time (increased communication burden)

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9
Q

network structure

A

sometimes known as virtual organisation, company supplements the talents of its employees with services from one or more external partners

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10
Q

formal communication network

A

ideas and information flow along the lines of command in three directions; downward (higher management to lower employees); upward (employees to management) and horizontally (shared between peers)

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11
Q

informal communication network

A

referred to as the grapevine or the rumor mill; personal conversations, emails, texts, phone calls

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12
Q

audience centred approach

A

involves understanding and respecting the members of your audience and making every effort to get your message across in a way that is meaningful to them

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13
Q

Basic Communication model

A
  • sender has an idea
  • sender encodes the idea as a message
  • sender produces the message in a medium
  • sender transmits the message through a channel
  • audience receives the message
  • audience decodes the message
  • audience responds to message
  • audience provides feedback
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14
Q

for an audience member to receive a message the receiver has to

A

sense the presence of a message
select it from all the other messages
perceive it as an actual message

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15
Q

What affects message decoding?

A
  1. Culture
  2. Individual beliefs
  3. biases
  4. selective perception
  5. language/usage
  6. individual thinking styles
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16
Q

selective perception

A

occurs when people distort threatening or confusing information to make it fit their perceptions of reality

17
Q

social communication model

A

interactive and conversational

18
Q

how does the social communication model change business communication

A
  • customers and other stakeholders participate in, influence and often take control of conversations in the marketplace
  • rely on each other for information about products, offer technical support, and even participate in group buying using social tools
  • social media tools can increase the speed of communication, lower communication costs, improve access to pockets of expertise and boost employee satisfaction
19
Q

to use communication technology effectively you need to:

A
  • keep technology in perspective
  • guard against information overload and information addiction
  • use technological tools productively
  • disengage from the computer frequently to communicate in person
20
Q

information overload

A

people receive more information than they can effectively process

21
Q

list 3 problems with technological tools

A
  1. information tools can waste as much time as they save
  2. inappropriate web use not only distracts employees from work responsibilities but can leave employers open to lawsuits
  3. social media can expose confidential information or damage a firms reputation
22
Q

ethics

A

principles of conduct that govern behaviour within a society

23
Q

ethical communication

A
  • includes all relevant information
  • is true in every sense
  • is not deceptive in anyway
24
Q

ethical dilemma

A

..

25
Q

ethical lapse

A

mistake or error in judgement that produces a harmful outcome

26
Q

code of ethics

A

written policy of ethics guidelines that helps employees determine what is acceptable