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27 terms

business communication

STUDY
PLAY
communication
the process of transferring information and meaning between senders and receivers using one or more written, oral, visual or electronic channels
internal communication
takes place between people inside a company
external communication
takes place between a company and outside parties
formal communication network
ideas and information flow along the lines of command in the company's organization structure
upward communication
flows from employees to executives; solves problems and make intelligent decisions
horizontal communication
flows between department to help employees share information, coordinate tasks, and solve complex problems
globalization
reach across international borders to market their products, partner with other businesses, and employ workers/executives
workforce diversity
differences among people who work together (age, gender, religion, ability)
8 steps of communication process
1. Sender has an idea
2. sender encodes idea in a message
3. sender produces message in a medium
4. sender transmits the message through a channel
5. audience receives the message
6. audience decodes the message
7. audience responds to the message
8. audience provides feedback
encoding
putting an idea into a message
decoding
extracting an idea from the message
communication barriers
block or distort messages before they reach the intended audience
"you" attitude
understand/respect the members of your audience and make every effort to get your message across in a meaningful way
emotional intelligence
ability to relate to the needs of others
team
a unit of two or more people who share a mission and the responsibility for achieving a goal
advantages of teams
-increased info/knowledge
-increased diversity of views
-increased acceptance of a solution
-higher performance
disadvantages of teams
-groupthink
-hidden agendas
-cost
effective teams
-clear sense of purpose
-open/honest communication
-creativity
-effective conflict resolution
group dynamics
interactions and processes that take place in a team
phases of group development
1. orientation
2. conflict
3. brainstorming
4. emergence
5. reinforcement
critical listening
understand/evaluate the meaning of the speaker's message on several levels
content listening
understand and retain the speakers message
empathetic listening
understand the speaker's feelings, needs, and wants so you can appreciate their point of view, regardless of yours
active listening
making a concise effort to turn off their own filters and biases to truly hear and understand
selective listening
remembering what you think the speaker said vs. what was actually said
listening process
1. receiving
2. decoding
3. remembering
4. evaluating
5. responding
non verbal communication
interpersonal process of sending and receiving information with any spoken language (facial expression, gesture/posture, vocal characteristics, personal appearance, touch)