CHAPTER 8: Communication for Work Purposes Flashcards
(64 cards)
1
Q
According to ___________________, communication in the workplace transpires when there is transmission of information between one person and group of persons in an organization.
A
Magan, et.al. (2018)
2
Q
Employees’ Top Five Skills and Qualities
A
- Communication Skills
- Strong work Ethic
- Teamwork skills
- Analytical skills
- Initiative
3
Q
Top 10 Communication Skills for Workplace Success
A
- Nonverbal Communication
- Clarity and Concision
- Friendliness
- Picking the Right Medium
- Feedback
- Confidence
- Respect
- Open-mindedness
- Empathy
- Listening
4
Q
Basics of Writing
A
- Purpose
- Reader/ Audience
- Tone
5
Q
Function of Purpose
A
a. to create/ build a record
b. to request or provide information
c. to persuade
6
Q
Types of Flow of Intra-organizational Communication in the Workplace
A
A. Upward Communication
B. Lateral (Horizontal) Communication
C. Downward Communication
D. Outward Communication
7
Q
The effectiveness of upward communication can be increased using the following:
A
- Grievance procedure
- Open door policy
- Counseling, questionnaires and exit interviews
- Participative decision-making techniques
- Ombudsperson
8
Q
the written materials are sent by subordinates to their superiors
A
Upward Communication
9
Q
the materials are sent to people who are of equal level or status
A
Lateral (Horizontal) Communication
10
Q
The advantages of horizontal communication are as follows:
A
- time-saving
- facilitates coordination of the task
- facilitates cooperation among team members
- provides emotional and social assistance to the organizational members
- helps in solving various organizational problems
- means of information sharing
- can also be used for resolving conflicts of a department with another department orconflicts within a department
11
Q
this is the kind of communication sent by superiors to their subordinates.
A
Downward Communication
12
Q
Downward communication is used by managers for the following purposes
A
- Providing feedback on employees
- Giving job instructions
- Providing complete understanding of the employee’s job as well as to communicatethem; how their job is related to other jobs in the organization
- Communicating the organization’s mission and vision to the employees
- Highlighting areas of attention
13
Q
intended for workers outside the workplace
A
Outward Communication
14
Q
Barriers to Communication in the Workplace
A
- Environmental Barriers
- Personal Barriers
15
Q
Three Forms of Feedback
A
- Descriptive Feedback
- Evaluative Feedback
- Prescriptive Feedback
16
Q
Four Levels of Feedback
A
- Task or Procedural Feedback
- Relational Feedback
- Individual Feedback
- Group Feedback
17
Q
a summary of what happened at a meeting.
A
Minutes of the Meeting
18
Q
Written or recorded documentation that is used to inform attendees and non-attendees about what was discussed and what transpired during a meeting
A
Minutes of the Meeting
19
Q
long (all information is recorded in detail including the exact words of motions, amendments, resolutions and number of votes)
A
Formal
20
Q
shorter (discussions are just summarized)
A
Informal
21
Q
Parts of The Meeting
A
- Day, time and place of the meeting
- Name of the group holding the meeting
- Name of presiding officer or chair
- Names of present and absent members
- Approval or amendment of minutes of the previous meeting
- For each major point, what was done is indicated.
a. What was discussed, suggested or proposed.
b. What was decided and the votes, including abstentions
c. What was continued or tabled for further study or for another meeting
d. What time the meeting was officially closed - Secretary’s signature & Presiding Officer’s Signature
22
Q
Guidelines in Preparing the Minutes
A
- All motions and resolutions are recorded and proponents are identified by name
- Seconded motions are also noted and recorded although the ones who seconded them neednot be identified
- Results of seconded motions must be recorded and whether approved or rejected should beindicated in the minutes
- Headings are used to mark report sections. Titles should be all capital letters.
- Minutes of the previous meeting should also be taken up.
- Do not report/ write verbatim (word for word) what are said. Summarize. Readers aremore interested in results.
- Length discussions, debates and reports given should be summarized.
- The past tense is used
23
Q
are distributed by electronic means from one computer user to one or more recipients via a network
A
Electronic mail or E-mail
24
Q
Parts of Business Letter (HeReSaBoCoSE)
A
- Heading
- Recipient’s Address or inside address
- Salutation
- Body
- Complimentary Close
- Signature Line
- Enclosures
25
short for memorandum
Memo
26
memo is of Latin origin, which means “_______________.”
something to be remembered
27
This meaning explains the function of memos
to record information of immediate importance and interests.
28
to record information of immediate importance
and interests.
Memoranda (Memo)
29
is usually written for internal or in – house communication.
memo
30
It is usually short, direct to the point, clearly stating what must be done or not done.
Memo
31
A memo provide data for various functions, such as the following (Kolin, 2015):
1. Making announcements;
2. Giving instructions;
3. Clarifying a policy, procedure;
4. Changing a policy or procedure;
5. Alerting staff to a problem;
6. Sending recommendations;
7. Providing legal records;
8. Calling a meeting; and
9. Reminding employees of corporate history, policy and procedure.
32
What are the four guidelines in Memo Protocol
1. Be timely
2. Be professional
3. Be tactful
4. Send memo to the right person
33
The memo has basically two parts:
1. Header
2. Message
34
identifying information
header
35
HEADER or identifying information and MESSAGE, aside from the word MEMO or MEMORANDUM on top of the paper
according to?
Searles, 2014
and Kolin, 2015
36
Header, which includes four parts
1. TO
2. FROM
3. DATE
4. SUBJECT
37
Name and job title of receiver (If more than one, arrange names in order of job status)
TO
38
Sender’s name (You may use first name depending on your familiarity with the receiver.)
FROM
39
Full calendar date (February 11, 2018)
DATE
40
Indicate the purpose
SUBJECT
41
This serves as the title of your memo
SUBJECT
42
It summarizes the
message
SUBJECT
43
T OR F
If a memo is sent in the body of the email, you do not need to include the header parts; they
are automatically included in the email’s heading
TRUE
44
Message follows this format
Orientation – Information – Action format
45
(Opening paragraph): What is your purpose or reason for writing?
Orientation
46
What do you want to tell or convey to the reader?
Information
47
What step or course of action do you intend to take?
Action
48
are written when a person seeks help of any kind from someone else
Letter of Request
49
Letter of Request Guidelines
1. Direct/ address your letter to the right person.
2. State who you are and your work title and why you are writing
3. Indicate your reason for requesting the information.
4. State your questions briefly and clearly.
5. Indicate exactly when you need the information but allow sufficient time.
6. Offer to forward a copy of your report, article or paper in gratitude for anticipated help.
7. Thank the reader for helping.
50
an organized presentation of relevant data on any topic that a company or
agency deals with in running the business
Short Report
51
contain a title that defines its content generally consists of a summary of the report, a brief background, a defined purpose and a conclusion.
Short Report
52
Types of Short Report
1. Progress Report
2. Incident Report
3. Project Proposal
4. Internal Proposal
53
to ensure the successful completion of the task or project within the specified time, informs the reader about the status of an on – going project or task
Progress Report
54
how much had been done, is being done, and will be done by a particular date
Progress Report
55
Components of Progress Report
1. Introduction
2. Work completed
3. Work remaining
4. Problems
5. Conclusions
56
deals with the unexpected that brings harm to people and property
Incident Report
56
written either by the person involved in the incident or by a person in charge of the area where it took place
Incident Report
57
to explain the circumstances behind the troublesome occurrence
Incident Report
58
Include the following in writing an incident report
1. Names and job titles of all persons involved, including onlookers.
2. Type of incident and step by step narrative description of the incident
3. Exact location and cause of the incident
4. Date and exact time of each major development
5. Clear identification of any equipment or machinery involved
6. Detailed description of any medical intervention required including names of ambulance
services and personnel, nurses, physicians, hospitals or clinics
7. Reliable statements from persons involved
8. Outcome of the incident
59
Don’ts in Incident Report
1. Do not report comments and observations of witnesses because these are not verified facts
and are usually very exaggerated.
2. Do not report exact words uttered by people who are very angry, distraught or bewildered
3. Do not comment on issues not related to the incident
4. In your recommendations, avoid blaming or focusing on incompetence; instead, encourage
the adaptation of measures to avoid a repeat of the incident.
60
a document designed to convince or persuade someone to follow or accept a specific course of action
Project Proposal
61
Project Proposal is written to
(a) change of process or policy
(b) solution to a problem
(c) purchase of a product or service
(d) pursuit of an activity
(e) research
62
Guidelines in Writing a Proposal
1. Summarize the situation or problem that the proposal is addressing. It must convince the
reader that there really is an important unmet need.
2. Provide a detailed explanation of how the proposal will correct the problem.
3. Confirm the feasibility of the proposal and the expected benefits of completing it, along
with the possible negative consequences of not doing it.
4. Convincingly refute any probable objection.
5. Establish the writer’s credentials and qualifications for the project.
6. Identify any necessary resources, equipment or support.
7. Provide a reliable timetable for completion of the project.
8. Provide an honest, itemized estimate of the costs.
9. Close with a strong conclusion that will motivate the reader to accept the proposal.
63
to offer realistic, constructive plans to help the management run the business efficiently and effectively.
Internal Proposal
