Chapter 1 - Understanding Business Communication

Question 1

Communication

Answer 1

Sending and receiving verbal and nonverbal messages.

Question 2

The communication model consists of five components

Answer 2

The stimulus, filter, message, medium, and destination

Question 3

Stimulus

Answer 3

An event that creates within an individual the need to communicate

Question 4

Filter

Answer 4

Our knowledge, experience, and viewpoints that help us interpret (decode) the Stimulus.

Question 5

Message

Answer 5

The information to be communicated

Question 6

Audience

Answer 6

Who receives your communication

Question 7

Medium

Answer 7

How the message is transmitted

Question 8

Destination

Answer 8

The message reaches its destination and, if successful, is perceived accurately by the receiver.

Question 9

Communication is not a ____, ____ process.

Answer 9

linear, static

Question 10

Three types of communication make up an organization’s formal communication network

Answer 10

Downward, upward, and lateral

Question 11

Downward communication

Answer 11

Flow of information from managers to their employees (people who report to them)

Question 12

Cascading communication

Answer 12

Information flows from one level in an organization down to another

Question 13

Issue with downward communication

Answer 13

Managers assume their employees receive and understand their messages

Question 14

Upward communication

Answer 14

Flow of information from lower-level employees to upper-level employees or managers

Question 15

Lateral Horizontal communication

Answer 15

Flow of information among peers within an organization

Question 16

Cross-functional communication

Answer 16

Lateral communication across different departments, divisions, or branches

Question 17

Informal communication network

Answer 17

(Grapevine) Transmits information through unofficial channels within the organization

Question 18

Rather than trying to eliminate the grapevine, competent managers…

Answer 18

Pay attention to it and act promptly to counteract false rumors

Question 19

Examples of verbal barriers

Answer 19

inadequate knowledge or vocabulary, differences in interpretation, language differences, inappropriate
use of expressions, overabstraction and ambiguity, and polarization

Question 20

Inadequate knowledge or vocabulary

Answer 20

You must know enough about both your topic and

your audience to express yourself precisely and appropriately

Question 21

Differences in interpretation

Answer 21

Sometimes senders and receivers attribute different meanings to the same word or attribute the same meaning to different words

Question 22

Denotation

Answer 22

Defines its meaning

Question 23

Connotation

Answer 23

Indicates our associations with the word

Question 24

Interpreter

Answer 24

For oral communication

Question 25

Translator

Answer 25

For written communication

Question 26

Slang

Answer 26

An expression, often short-lived, identified with a specific group of people

Question 27

Jargon

Answer 27

Is the technical terminology used within specialized groups

Question 28

Euphemisms

Answer 28

Expressions used instead of words that may be offensive or inappropriate

Question 29

Abstract word

Answer 29

Identifies an idea or a feeling instead of a concrete object

Question 30

Concrete word

Answer 30

Word that identifies something that can be seen or touched

Question 31

Ambiguous terms are .... for business communication

Answer 31

terms such as a few, some, several, and far away, may be too broad

Question 32

Polarization

Answer 32

Competent communicators avoid inappropriate either/or logic and instead make the effort to search for middle ground words to best describe a situation

Question 33

Examples of nonverbal barriers

Answer 33

Inappropriate or conflicting signals, differences in perception, inappropriate emotions, and distractions

Question 34

Inappropriate or conflicting signals

Answer 34

When verbal and nonverbal signals conflict, we tend to believe the nonverbal messages because they are more difficult to manipulate than verbal messages

Question 35

Differences in Perception

Answer 35

How people perceive a message contributes to their mental filter

Question 36

Inappropriate Emotions

Answer 36

Too much emotional involvement can | be an obstacle to communication

Question 37

Noise

Answer 37

Environmental or competing elements that hinder | your ability to concentrate can affect communication

Question 38

Examples of competing noise

Answer 38

Too many projects, meetings, or emails

Question 39

Face-to-face meetings are the most...

Answer 39

Personal form of business communication and the best choice for building relationships

Question 40

______ is often the default communication channel in organizations

Answer 40

Email

Question 41

For short messages and quick questions, these channels are ideal

Answer 41

Instant and Text Messaging

Question 42

Social media is about ______

Answer 42

Conversation

Question 43

Web 2.0

Answer 43

Encourages online interaction, has opened the door for people to participate on the web. 2.0 technologies include blogs, wikis, video, and social networking sites

Question 44

Intranet

Answer 44

For employee access only

Question 45

Extranets

Answer 45

Private networks for people outside the company; customers or franchisees

Question 46

User-generated content (UGC), or Consumer-generated media (CGM)

Answer 46

blog entries, product reviews, videos, or other messages posted about a company

Question 47

Companies use blogs to ...

Answer 47

Connect with employees and customers

Question 48

Vlog

Answer 48

Video blog

Question 49

Microblogs

Answer 49

Blogs used for short messages with timely information. Twitter, a popular microblogging site

Question 50

Multimedia

Answer 50

Incorporate several forms of media. Corporate videos, for example, can promote products and services, illustrate product functionality, address crisis situations, and excite prospective employees

Question 51

Podcast

Answer 51

Audio and video files that contain information

Question 52

Social network

Answer 52

Communities of people who share common interests or activities

Question 53

Multicommunicating or synchronous

Answer 53

(at the same time), overlapping conversations

Question 54

Mashups

Answer 54

Web applications or pages that combine content from | different sources

Question 55

Geolocation services

Answer 55

Display mashups based on where you are

Question 56

Ethics

Answer 56

System of moral principles

Question 57

Professional ethics

Answer 57

Defined by an organization. Employees and members are expected to follow these guidelines, which define what is right or wrong in the workplace — often beyond established laws

Question 58

Social ethics

Answer 58

Defined by society

Question 59

Individual ethics

Answer 59

Defined by the person and are based on family values, | heritage, personal experience, and other factors

Question 60

Three reasons people make unethical decisions

Answer 60

Convenience, embracing ethics could limit ones ability to succeed, we rationalize our choices (situational ethics)

Question 61

Corporate social responsibility (CSR)

Answer 61

(being socially responsible) companies consider the public’s interest in their business practices