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BMM 2209 > S4 - Communication > Flashcards

S4 - Communication Flashcards

(67 cards)

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1
Q

Act of transmitting verbal & non-verbal information

A

Communication

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2
Q

Exchange process of selling & receiving messages

A

Communication

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3
Q

Less than 35% of the social meaning utilizes verbal communication

A

Communication

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4
Q

How the sales message is given can be as important to making a sale as what is said

A

Communication

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5
Q

Composition of Communication (VVF)

A

Verbal
Vocal
Facial

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6
Q

Composition of Communication [2] (GMMPS)

A

Graphology
Micro-impressions
Macro-impressions
Phonology
Spacial Concept

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7
Q

Basic Communication Model (SEMM DRFN)

A

Source
Encoding Process
Message
Medium

Decoding Process
Receiver
Feedback
Noise

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8
Q

Communication source — “Communicator”

A

Source

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9
Q

Conversion of ideas & concepts into language & materials

A

Encoding Process

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10
Q

Information intended to be conveyed

A

Message

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11
Q

Form of communication used

A

Medium

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12
Q

Receipt & translation — interpretation of information

A

Decoding Process

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13
Q

Intended person to communicate

A

Receiver

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14
Q

Reaction of the communication as transmitted by sender

A

Feedback

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15
Q

Factors that distort communication

A

Noise

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16
Q

Communication Model Components (FES LAP)

A

Feedback
Empathy
Simplicity

Listening
Attitude
Proof Statements

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17
Q

Doesn’t refer to any specific type of listening behavior rather a recognizable receiver’s response aid

A

Feedback

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18
Q

Gathering information & uncovering customer needs using one or more questions

A

Probing

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19
Q

Territorial Space (IPSP)

A

Intimate
Personal
Social
Public

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20
Q

Area around the self that person will allow another person w/o consent

A

Territorial Space

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21
Q

Conveys physical attributes

A

Appearance

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22
Q

Appearance (ASH WPP)

A

Age
Sex
Height

Weight
Physical Characteristics
Personality

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23
Q

Types of Handshake (FPLC)

A

Firm H.
Prolonged H.
Limp H.
Cold Fish H.

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24
Q

Intense & indicative of greater liking & warmer feelings

A

Firm Handshake

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25
More intimate & can cause discomfort
Prolonged Handshake
26
Usually indicating aloofness & unwilling to become involved
Limp Handshake
27
Perceives as unaffectionate & unfriendly
Cold Fish Handshake
28
Reminder for Handshake: (MG)
Maintain eye contact Grip hand firmly
29
Shake hands with everyone in the room
International Handshaking
30
Women should initiate handshakes
International Handshaking
31
Western and Eastern Europeans reshake hands
International Handshaking
32
French and Japanese businesspeople shake hands w/ one firm gesture
International Handshaking
33
In Arab countries, handshakes are a bit limp and last longer than typical American handshakes
International Handshaking
34
Process of communicating nonverbally through conscious/unconscious gestures & movements
Body Language
35
Assists us in understanding & decoding what the person is saying or feeling
Body Language
36
Latin word “emovere”, meaning “to move out”
Emotion
37
Outward expression of something inside
Emotion
38
Events serving as stimulus which can be verbally described
Conscious Experience
39
Thoughts & perceptions the event/stimuli
Cognition
40
Bodily changes during the emotion
Physiological Response
41
Actions & reactions
Behavior
42
Brief involuntary facial expression
Microexpressions
43
Universal & occurs as fast as 1/15 to 1/25 of a second
Microexpressions
44
Difficult to fake & occurs during high stakes situations
Microexpressions
45
Intentional facial displays of emotion Last 1/2s - 4s
Macro-expressions
46
Communication Modes: Non-verbal Signals (BFAHL)
Body Angle Facial Expression Arm movement Hand movement Leg position
47
Types of Messages (ACD)
Acceptance Caution Disagreement
48
Nonverbal Expressions of Eyes (EBP)
Eye Gaze Blinking Pupil Size
49
Interested & paying attention Prolonged contact is threatening Breaking eye contact indicates distraction
Eye Gaze
50
Distressed/uncomfortable
Rapid Blinking
51
Intentionally controlling eye movements
Infrequent Blinking
52
Attraction to one another
Bedroom Eyes
53
Shows interest
Highly Dilated
54
Communication Barriers (DBSI DDPHN)
Difference in perception Buyer doesn’t recognize a need to buy product Selling Pressure Information Overload Disorganized Sales Presentation Distraction Poor Listening How & What You Say Not adapting to buyer’s style
55
How & What You Say (CCCC)
Controlled Talk Caring Talk Conniving Talk Careless Talk
56
Thinks before speaking
Controlled Talk
57
Seeking to encourage
Caring Talk
58
Desire to twist truth
Conniving Talk
59
Leads into destruction
Careless Talk
60
Ability to change peoples beliefs, position, or course of action
Persuasion
61
Ability to identify & understand person’s feelings, ideas, or situations
Empathy
62
Deriving meaning from sounds heard
Listening
63
Levels of Listening (MEA)
Marginal L. Evaluative L. Active L.
64
Blank stares, nervous mannerisms & gestures that may annoy
Marginal Listening
65
Categorizes statements & concentrates on preparing response
Evaluative Listening
66
See other’s point of view Attention is not only on spoken words but on thoughts, feelings & meaning conveyed
Active Listening
67
Substantiate a persons claim
Credibility | Proof Statements

BMM 2209 (4 decks)

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