1.
Body Language: gestures and facial expressions
2.
Business Communication: communication occurring within the business environment
3.
Decoding: the process of the receiver breaking down and interpreting the message
4.
Encoding: the process of the sender selecting and organizing the message that will
be sent
5.
Ethical Messages: are made based on moral principles and values
6.
External Communication: occurs between an organization and the people outside the organization;
normally handled by a public relations manager
7.
Feedback: the response the receiver provides to the sender's message
8.
Formal Communication: occurs in the form of presentations, interviews, publicity, letters and
promotions
9.
Grapevine: most widely used internal communication system; informal
communication where information flows rapidly but is often incorrect
10.
Horizontal Communication: internal communication between employees on the same level; also
known as lateral communication
11.
Informal Communication: occurs in the form of emails, meetings, face-to-face conversations and
through the grapevine
12.
Internal Communication: communication that occurs within an organization
13.
Intimate Zone: 0-18 inches; close relationship such as parent/child
14.
Legal Messages: are made according to the law
15.
Paralanguage: sounds, which do not have an exact written form
16.
Personal Zone: 18 inches to 4 feet; occurs between people who are well acquainted
17.
Public Zone: more than twelve feet; common in situations such as a speaker and an
audience
18.
Social Zone: 4 to 12 feet; common for business events or meetings
19.
Space: the physical distance between individuals
20.
Vertical Communication: internal communication between subordinates and superiors
