Chapter 1

Question 1

Communication

Answer 1

the process of transferring information and meaning between senders and receivers

Question 2

Why is Communication Important to your Company?

Answer 2

Closer ties, increased productivity, stronger decision making, greater employee engagement

Question 3

Stakeholders

Answer 3

those groups affected in some way by the company’s actions: customers, employees, shareholders, suppliers, neighbors, the community…. etc.

Question 4

Effective Messages

Answer 4

Practical, factual, concise, clear and persuasive

Question 5

Typical Challenges of Business Comm

Answer 5

Globalization/Diversity, Increased Value in Comm, Growth of Technology, Evolution of Orgs/Structures, and Heavy Reliance on Teamwork

Question 6

Globalization

Answer 6

reaching across international borders to market their products, partner with other-businesses

Question 7

Workforce Diversity

Answer 7

all the differences among people who work together, including differences in age, gender, so, education, cultural background, religion, ability and life experiences

Question 8

3 Ways to Increase Value of Business Information

Answer 8

Competitive insights: the more a company knows; Customer Needs: info about the customer is analyzed; Regulations/guidelines: following the rules

Question 9

What do employers expect from their employees?

Answer 9

Organization of ideas, Expressing ideas, active listening, communicating effectively, managing your time wisely/resources too

Question 10

Formal Communication

Answer 10

ideas/info flow along the lines of command in the company’s organization

Question 11

Downward Communication

Answer 11

flows from execs to employees, conveying executive decisions and providing information that helps employees do their jobs

Question 12

Upward Communication

Answer 12

flows from employees to execs, providing insight into problems and make intelligent decisions

Question 13

Horizontal Communication

Answer 13

flow between departments

Question 14

Informal Communication

Answer 14

the grapevine, or rumor mill

Question 15

Audience-Centered Approach

Answer 15

involves understanding and respecting the members of your audience and making an effort to get the message across to them

Question 16

You Attitude

Answer 16

Learning as much as you can about your audience’s biases, education, status, etc. to present to them

Question 17

Emotional Intelligence

Answer 17

widely considered to be a vital characteristics of successful managers

Question 18

Etiquette

Answer 18

the expected norms of behavior in any particular situation

Question 19

The Communication Process (1-8)

Answer 19

1) Sender has an Idea; 2) Sender Encodes idea as a message; 3) Sender produces the message n a transmittable medium; 4) send transmits through a channel; 5) Audience Receives Message; 6) Audience Decodes the Message; 7) Audience Responds to a Message; 8) Feedback

Question 20

Communication Medium

Answer 20

Oral, written, visual, and electronic forms

Question 21

Communication Channels

Answer 21

Used to transmit, the message from a specific medium

Question 22

Barriers to Communication

Answer 22

Noise/Distraction, Competing messages, Filters, Channel Breakdowns

Question 23

Perception

Answer 23

A person’s view of reality

Question 24

Selective Perception

Answer 24

occurs when people ignore or distort incoming information to fit their preconceived notions of reality.

Question 25

Business Comm 1.0

Answer 25

Publication, Lecture, Static, Few Channels

Question 26

Business Comm 2.0

Answer 26

Conversation, Dynamic, Multidirectional

Question 27

Technology to Improve Communication

Answer 27

Keep in Perspective, Guard against overload, using tools productively, reconnect with others

Question 28

Ethical Communication

Answer 28

all relevant information, true in every sense, and not deceptive in any way

Question 29

Examples of Unethical Communication

Answer 29

Plagiarism, Omitting Essential Information, Selective Misquoting, Misrepresenting numbers, distorting visuals, failing privacy laws

Question 30

Transparency

Answer 30

This context refers to a sense of openness, of giving all participants in a conversation access to the information

Question 31

Ethical Dilemma

Answer 31

is having to choose between alternatives that may all be ethical and valid

Question 32

Ethical Lapse

Answer 32

is the clearly unethical choice and still making that decision

Question 33

Code of Ethics

Answer 33

helps employees determine what is acceptable

Question 34

Ethics Audits

Answer 34

monitor ethical progress and to point out any weaknesses that need to be addressed.

Question 35

Forms to Ensure Legal Communication

Answer 35

Promotional Communication, Contracts, Employment Communication, Intellectual Property, Financial Reporting, Defamation, Transparency requirements

Question 36

Promotional Communication: Define

Answer 36

Marketing Specialists need to be aware of the many laws that govern truth and accuracy in advertising

Question 37

Employment Communication

Answer 37

The formal hiring process is mandated by a list of laws that guard against the formulation of biases