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exam 1 Flashcards

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1
Q

Communication Competence

A

Is one’s ability to “choose among available communicative behaviors to accomplish one’s goals during an encounter.”

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2
Q

What must you do to be a strategic competent communicator?

A

You must know what is appropriate in a given situation, have the skills to enact the appropriate communication strategy, and be motivated to do so.

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3
Q

The 1st important element of communication competence:

A

Your ability to sense what communication behaviors are appropriate in a given setting.
ex: a 2018 study revealed that employees prefer telephone calls over text for receiving feedback about their work performance. When supervisors violate that preference, then, perceptions of their appropriateness and overall communication competence may suffer.

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4
Q

The 2nd important element of communication competence:

A

Skill, The skill will depend on your field, your responsibilities, and the nature of the task.
ex: listening, eye contact, perspective-taking and empathy, conversation management, interviewing, persuasion, public speaking, teamwork, writing, intercultural sensitivity, and communication technology aptitude

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5
Q

The 3rd important element of communication competence:

A

Motivation, fluctuating degree of motivation affects others’ perceptions of your business communication competence.
ex: perhaps you detest teamwork and prefer to work independently, or feel awkward meeting new people. You may, then, avoid classes with a group work component or stay away from social situations that require small talk.

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6
Q

Strategic Communication

A

A term that encompasses communication activities within an organization, as well as those that are aimed at external audiences.

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7
Q

External Communication

A

A term used to describe an organization’s efforts to engage with its constituents in ways that are aligned with its mission and goals.
Ex: organizations with a social media presence typically have a strategy that addresses which social network sites they use, what is communicated through their accounts, how often, and by whom.

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8
Q

_______ __________ involves setting communication goals and then enacting verbal and nonverbal communication behaviors, including listening, consistent with predetermined objectives.

A

Strategic Communication

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9
Q

Communication

A

The exchange of verbal and nonverbal messages with the intent of simulating particular meanings in the minds of others.

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10
Q

When do we achieve understanding in communication?

A

When we communicate successfully and stimulate the meanings we intend to in the minds of others.

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11
Q

What happens in the state of misunderstanding in communication?

A

When communication is unsuccessful and others don’t interpret our meanings as we intend.
Ex: Elijah is an intern in the Mayor’s office of a large city. Elijah’s supervisor explained that a group of VIPs would be coming to City Hall for a meet and greet with the Mayor, and asked him to greet these guests on arrival and “make sure that they were taken care of until the Mayor arrived.” So, Elijah went to the lobby at the appointed time, met the visitors, made some small talk, and basically killed time until the Mayor and his staff arrived. Elijah’s supervisor was furious when he arrived and found that Elijah had not arranged for refreshments, or distributed any of the city’s promotional materials to the visitors. Elijah and his boss had a significant misunderstanding of what was meant by “take care of our visitors.

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12
Q

How can we improve our human communication & relationships?

ss,hi,c

A

The logic and methods of social science, humanistic inquiry, and criticism.

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13
Q

How do they test the theories about human communication?

A

By using a wide range of rigorous research designs, including controlled experiments, questionnaires, interviews, analysis of existing content such as television shows or texts such as tweets or e-mails, and observations of humans’ verbal and nonverbal behavior.

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14
Q

What are the different levels of communication skills in the workplace?

A

The willingness to communicate and the anxiety about communicating.

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15
Q

What may create conditions under which people communicate ineffectively?

A

The nature of the work itself.

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16
Q

Emotion Labor

A

Jobs that often require employees to maintain an emotional facade that is different than what they are really feeling–such as an outward appearance of happiness, when the employee is actually sad or even depressed.
Ex: flight attendants aren’t any less worried than passengers during an inflight emergency, but they are required to maintain a calm, friendly demeanor.

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17
Q

no dedicated work space is a habit that is an example of…

A

ineffective communication

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18
Q

Lack of structure is a habit that is an example of…

A

ineffective communication

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19
Q

scheduling back to back virtual meetings is a habit that is an example of…

A

ineffective communication

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20
Q

Assuming virtual meetings can be as long as in-person meetings with the same results is a habit that is an example of….

A

ineffective communication

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21
Q

Neglecting the interpersonal connections you would typically make in a face-to-face work setting is a habit that is an example of….

A

ineffective communication

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22
Q

Always being available to others; lack of blocked-off personal work time on your calendar is a habit that is an example of….

A

ineffective communication

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23
Q

When you interact with a variety of people and your relationships are complicated by workplace issues communication becomes….

A

difficult

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24
Q

The linear model of communication stage 1

A

Deciding on the message.
A sender decides on a message to send to a receiver to achieve a desired goal.

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25
The linear model of communication stage 2
Encoding the intended message. The sender encodes the message, meaning that he or she translates thoughts and feelings into specific symbols that can be used to accomplish the intended goal.
26
The linear model of communication stage 3
Transmitting the message as information. The message is transformed into physical information (in this case, verbal sounds) so that it can travel over a distance.
27
The linear model of communication stage 4
Perceiving the information as a message. The receiver attends to the physical information as it arrives and perceives the symbols used in the message.
28
The linear model of communication stage 5
Decoding and interpreting the message. The receiver compares the incoming symbols with meanings stored in her memory and selects those that seem best for interpreting the message.
29
Whenever you initiate an act of communication, you must have some _____ in mind that helps you decide on the message you want to send and formulate a communication strategy.
Goal
30
To persuade others that we have a good idea is an example of....
a communication goal in business professional contexts
31
To Inform is an example of...
a communication goal in business professional contexts
32
Meaning
A communicator's subjective response to a stimulus he or she experiences directly, or to the symbols use to label those experiences.
33
The simultaneous transactions model figure 1
communicators simultaneously encode and decode messages. senders and receivers are both encoding and decoding all the time and at the same time.
34
The simultaneous transactions model figure 2
Communicators simultaneously engage in role-taking and feedback. Because all communicators decode messages and encode replies simultaneously, they act as senders and receivers at the same time.
35
The simultaneous transactions model figure 3
Communicators are influenced by their prior communication experiences. What people say and the way they respond during a transaction depend greatly on what has been said before.
36
The simultaneous transactions model figure 4
Communicators are influenced by their physical surroundings and the channels used for communication. People communicate differently in different places.
37
The simultaneous transactions model figure 5
Communicators are influenced by their cultural situation. Communicators are influenced by their cultural situation. What people say, to whom, and in what way is almost always influenced by culture, or an ongoing social situation that has its own set of behavioral rules
38
The simultaneous transactions model figure 6
Communicators are influenced by their relationship. The type of social relationship between communicators, whether they are strangers or intimates, significantly influences their interactions.
39
What must you need to do to communicate with a diversity of people?
You need to know about the values, language systems, and communication norms of their cultures. In addition, you need to understand the economic and social conditions of their countries
40
Intercultural Communication
It is communication between and among individuals and groups across national and ethnic boundaries.
41
When can intercultural communication become problematic for business communicators?
When they begin to believe that the way people in their dominant culture communicate is the only or best way, or when they fail to learn and appreciate the cultural norms of people they do business with.
42
Ethical lapses and dilemmas, threats to mental health and wellness, communication apprehension, communication incompetence, intercultural insensitivity, and information overload are common barriers...
To effective business communication
43
In the business and professional context, competent communicators know ...
what’s appropriate in a communication situation, cultivate their communication skills, and are motivated to communicate.
44
A more sophisticated model of communication is the simultaneous transactions model. In this model: | f,e&d, c&e
Feedback flows between the sender and receiver continuously. Senders and receivers both encode and decode messages simultaneously. Their communication is influenced by a number of factors, such as culture and experience.
45
The basic communication process is illustrated by the linear model. In this model: | e,t,p
A sender encodes a message by translating thoughts and feelings into symbols. The sender then transmits the message through a channel to a receiver. The receiver attends to message, perceives it, and then decodes it.
46
Communication is more than simply talking. Communication is a complex and challenging process because:
Communicators vary in their skills and comfort. Communication can cause misunderstanding and conflict. Communication problems can be pronounced in business settings.
47
When we define communication in a technical sense, meaning refers to:
Subjective responses to reality
48
Communication is neither a good nor a bad thing. TF
true
49
Strategic communication involves misleading people. tf
false
50
Our constant connection to work and coworkers by way of smartphones, Internet, and social networking, can easily put us in a state of:
Information overload
51
Communicating without an objective in mind can be:
Harmful to effective business communication
52
When we select communication behaviors that will facilitate accomplishment of predetermined communication objectives, we are using:
Strategic communication
53
Meanings of messages are subject to the interpretations of the people working with them. tf
true
54
According to this chapter, all situations require face-to-face communication. tf
false
55
Complaining about your food or sending it back during a business meal is generally considered poor etiquette. tf
true
56
According to aging and communication researcher Robert McCann, one of the primary reasons older and younger people working alongside one another sometimes misunderstand one another is:
They focus on how they are different instead of similar
57
Theory
A systematic explanation or description of some phenomenon.
58
Scholarly theories
Are the result of a rigorous process of development, inquiry, and testing. They are evidence based.
59
5 steps to process of inquiry
1. Asking 2. Hypothesizing 3. Observing 4. Testing 5. Revising
60
Theories enable their users to: | d,e,p,c
describe, explain, predict, and control the concepts under consideration.
61
Organizational Communication
The study of oral, written, and nonverbal messages among people working to accomplish shared goals.
62
Classical Theory
refers to a group of individual theories, or explanations for organizing work and organizational communication, that were developed in the early 1900s at the beginning of the industrial revolution.
63
Organization as machine
organizations and the people with them need to operate like efficient machines.
64
If tasks and jobs are highly specialized and standardized, Classical theory reason that...
like a machine, organizations are highly predictable.
65
Henri Frayol's Theory of Classical management | poccc
managers should 1. planning 2. organizing 3. commanding 4. coordinating 5. controlling
66
Four key points to managers planning, organizing, commanding, coordinating, and controlling (Henri Frayol's Theory of Classical management)
- structure - power - reward - attitude
66
Structure in classical management theory
defines who does what, who has power, and who supervises whom
66
Power in Classical management Theory
Fayol’s theory proposed that those individuals high in the hierarchy should be responsible for controlling decision making and activity within the organization
67
Reward in Classical Management Theory
employees be rewarded appropriately and fairly. In a well-run organization, according to Fayol’s theory, employees are given a fair salary and benefits commensurate with the work that they do and the responsibilities they hold.
67
Attitude in classical management theory
According to Fayol, managers are responsible for shaping employee attitudes in key ways that will be helpful to organizational initiatives and goals.
68
Fredrick Taylor's Scientific management theory
emphasizes the micro level of operation: employees and their individual tasks.
69
The four assumptions scientific management theory is based on:
- There is a best way to do every task that can be determined scientifically - Organizations operate best when employees are selected properly, and matched to the right job - Training and ongoing development are critical for enhancing employee proficiency.- There is a fundamental difference between management and labor, but these two branches of the organization should cooperate in a friendly, interactive manner.
70
Max weber's Theory of bureaucracy
is concerned with how power and control should function in the workplace2
71
The 6 theoretical principles of how bureaucracies should best function: | h,d&p,d o l, o,w, sa
1. Bureaucracies require hierarchical structure with most communication flowing from the top down. 2. Decision making and power must be concentrated at the top of the organizational hierarchy. 3. The division of labor should be clear and tasks highly specialized. 4. The organization should operate in a relatively closed fashion 5. Written rules are essential. 6. Bureaucracies must be guided by strict authority.
72
Bureaucracy
refers to an administrative structure that governs a large system
73
traditional authority in theory of bureaucracy
the kind of authority based on an individual's title or position in the hierarchy
74
Humanistic Theory
views employees as people with knowledge; ideas; and needs for support, guidance, rewards, and social interaction.
75
The human relations approach
although technical factors have an impact on work performance, so do human factors employees have social and emotional needs not only for attention and rewards from superiors, but also for social interaction with their coworkers
76
the human resources approach
It suggests that employees should be happy, but also provided with working conditions that will promote productivity and the accomplishment of task-oriented goals.
77
theory y of humanistic theory | t,m,w
represents a more forgiving and optimistic view of the talents, motivation, and work ethic most people bring to the organization
78
theory x of humanistic theory
consistent with classical principles such as people generally dislike work and will avoid it or to obtain productivity from employees, managers need to control, direct, threaten, and forced them to put forth effort.
79
systems theory
for the organizational environment. organizations require interactions with their outside environments for survival.
80
organizational culture perspectives | a,v,a
the set of artifacts, values, and assumptions that emerge from the interactions of organizational members. key features include: values, metaphors, artifacts, rituals, heroes, stories, norms, and communication
81
A useful theory helps its user describe, explain, predict and control. tf
true
82
The 'worker as machine' metaphor is most closely associated with:
classical theory
83
Max Weber’s Theory of Bureaucracy is an example of:
classical theory
84
Using personal, past experiences to guide our decision making at work can be a faulty, unreliable method. tf
true
85
A system of concepts with indications of the relationships among them that help us to understand a phenomenon is the definition of:
scholarly theory
86
Classical theories of organizing helped companies cope with the new modes of working associated with the Industrial Revolution. tf
true
87
Theories are only hypothetical and cannot be useful in a professional setting. tf
false
88
Theories are never tested. tf
false
89
Laid-back meetings, long lunch breaks, lots of water cooler talk, and pets in the office are all indicators of:
organizational culture
90
Theories can help us think critically about our work and the communication it involves. tf
true
91
presentation of self:
from the verbal and nonverbal messages you send, others form impressions of you
92
impression management:
you can influence the initial impressions of your coworkers and supervisors have of you
93
An effective plan to present yourself in the workplace should include these steps:
be honest, consider the setting, use all available communication channels, look for subtle feedback messages, and adapt your plan to virtual interactions.
94
verbal strategies to encourage others to form a good impression of you are:
Speak to be understood speak to show strength speak to include speak to stimulate others' interest in you
95
nonverbal strategies to use to encourage others to form a good impression of you:
smile and eye contact dress appropriately gestures good posture to show confidence personal space and respect touch appropriately
96
People formulate impressions of others quickly, relying on:
a limited amount of information
97
What others learn first about you biases how they perceive subsequent information about you. tf
true
98
Research indicates that posture impresses others. What else does good posture do when we use it?
gives us confidence
99
Research indicates that most business communicators base their first impressions of others on fairly detailed, well-researched information. tf
false
100
To be clear in your communication, you should use as much jargon as possible. tf
false
101
When making a good first impression, the first thing you must do is:
preselect the impression you want to make
102
Eye contact is a nonverbal signal of your willingness to engage in communication with another person. tf
true
103
Communicators have very little influence over how others perceive them during a first encounter. tf
false
104
5 steps to creating successful business documents: | a,f,o,d,r
1. audience 2. facts 3. organization 4. draft 5. revise
105
business writing is:
the preparation of any print or online document designed to support a business enterprise or help it grow
106
What requires a different strategic writing approach?
documents intended to be read on a mobile device, computer screens, or in print
107
what is the most common kind of document in business and professional settings?
memos
108
proposals:
a written means to obtain business
109
Readers use a different technique for reading material online than they do in print. tf
true
110
When writing digital content, you should:
use headings, captions, and bulleted lists liberally
111
The need for a different approach when writing print and online documents becomes even more critical when you are writing for mobile devices. tf
true
112
Emails should include mulitple exclamation points and all caps to convey enthusiasm. tf
false
113
When preparing a letter to be sent digitally, you should remember that:
Research indicates that people read the same amount of text more slowly on a computer screen than if it were printed
114
The best salutation for a business letter is “To Whom it May Concern.” tf
false
115
Determining what you want your readers to know or do when they have finished reading your document involves identifying a:
objective
116
If your organization has a style guide or other standards for written documents, you must follow this guidance. tf
true
117
Effective proposals address the recipient’s stated needs. tf
true
118
listening serves four key purposes: | a,e,e,g
to acquire info to evaluate what you hear to simply enjoy or relax to get along with others
119
good listeners use what 2 effective listening behaviors routinely:
active listening and full concentration
120
poor listeners rely on what ineffective listening behaviors:
listening passively and distractions
121
who are responsible for listening?
both the sender and receiver
122
senders of a message have the responsibility to:
know what content to communicate consider how the message should be communicated ensure that the message is appropriate design message with receivers in mind be mindful of the possible implications of the message
123
receivers of the message have the responsibility to:
make an effort to listen consider physical and social context of message give sender a fair hearing provide sender with feedback manage response to message communicated
124
self-talk:
it influences how you listen and perceive what others say and do and how you process information
125
the sound listening plan steps: (9)
1. be mindful of your self-talk 2. mentally prepare to listen 3. concentrate and commit to listen 4. look like you're ready to listen 5. encourage others to talk 6. search actively for meaning 7. make an effort to keep listening 8. suspend judgement 9. be prepared to be amazed
126
Failing to prepare an adequate number of questions to ask during a job interview is one of the most common major mistakes interviewees make when they’re on the job market. tf
true
127
When you tell a job interviewer that you have a particular skill, you should then:
Provide a concrete example to illustrate a time you used the skill successfully with positive outcomes.
128
After an interview, both job seekers and interviewers should spend some time reflecting and making notes on how the interview went. tf
true
129
Which social networking site is probably most helpful to job seekers?
LinkedIn
130
One reason to defer in-depth discussions about salary and benefits until after you’ve been offered a job is that it gives the employer the chance to get to know and like you—and want you as an employee. tf
true
131
When searching for a job, you should assume you will receive a decision letter from the employer whether he or she chooses to hire you or not. tf
false
132
Job search rejection is difficult, but you must:
put it in perspective learn from it accept it when it happens.
133
An interviewer should try to adhere to this conversational rule:
Talk 30% of the time, listen 70%.
134
When preparing for a job interview, interviewers should begin by identifying skills and personal qualities required for the job. This is the basis of:
An ideal applicant profile.
135
Effective interviewers prepare for the interview by
developing a profile of the ideal candidate for the job generating a list of reliable, valid, open-ended, and legal questions to ask during every interview for the job becoming familiar with each interviewee's file by studying the resume and reading a evaluating letters of rec
136
effective job candidates prepare for the interview by
developing both personal and professional profiles of themselves researching the company anticipating questions and practicing answers
137
during the interview, effective candidates:
pay attention by being on time and dressing appropriately make good 1st impression sell themselves evaluate whether the job is a goof fit for them end the interview professionally

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