Upgrade to remove ads
Business Communications Exam 1
Terms in this set (50)
What are the 5 steps of the communication process?
1: Sender has an idea
2: Sender encodes the message
3: Sender chooses a channel (way of communication)
4: Receiver decodes the message
5: Receiver sends feedback
What are 4 barriers to interpersonal communication?
1) Lack of/poor language skills
2) Bypassing: using words that someone does not understand or using words that mean one word to you, and have a different meaning to another
3) Frame of Reference: everything you know (P.O.V.), you cannot know anything outside of it until new info is added
4) Distractions: physical and emotional
What are the ways you can reduce barriers to communication?
- Improve language skills
- Broaden your vocabulary
- Look for the short word (sentence/paragraph) to use
- Choose words carefully
- Eliminate as many distractions as possible
- Try to understand the other person's frame of reference
What are the 5 types of communication?
1) Intrapersonal Communication: communication with yourself
2) Interpersonal Communication: communication between you and another person(s)
3) Small Group Communication: communication between a small group
4) Public Communication: communication in front of a large group of people
5) Nonverbal Communication: any written or unspoken message, whether intentional or unintentional
What are three main functions of all communication?
To inform, persuade, and promote goodwill.
What are the selective processes?
- Selective Exposure
- Selective Attention
- Selective Comprehension
- Selective Perception
- Selective Retention
- Selective Action
Choosing how to perceive things based on your frame of reference
What are advantages of face-to-face communication?
Allows you to see non-verbal messages, and read the other person and is preferred for the transfer of confidential information. It is much better for sensitive information (personal problem).
What are the advantages of written communication?
Written communication creates permanent record. It can also be more formal and you can write it at your convenience.
What are the thinking traps that block ethical behavior?
False necessity trap: Believing that you do not have a choice
Doctrine of relative filth: Justifying your behavior with someone else's worse behavior
Rationalism trap: You try to explain your unethical actions with excuses
Self-deception trap: You have a tendency to exaggerate or inflate
The ends justify the means: Justifying unethical behavior because the end result was desirable
What are questions to ask yourself when faced with difficult ethical questions?
Is it legal?
How would you see the issue from the other side?
What are alternative solutions?
Can you discuss the issue with someone you trust?
How would you feel if your family, friends, employer/coworkers learned what you had done?
How would you feel if your actions were published?
Getting more messages than what you can process
how well your message conveyed its purpose
the tone of voice you are using
What percent of an employee's time is spent listening?
What percent of an manager's time is spent listening?
What are 10 techniques for improving workplace listening?
1) Prepare yourself to listen
- stop talking
- eliminate distractions
- block out competing thoughts
2) focus on the task at hand 6
3) Don't interrupt
4) Ask questions
6) Take notes to ensure retention
7) Be aware of gender differences
8) Be flexible
9) Keep an open mind
10) Work at listening
communicating without words
What are the functions of nonverbal communication?
- Reinforces and accentuates
- Replaces and substitutes
What are the different types of nonverbal communication?
- Eye contact
- Facial expressions
- Posture and gestures
- Appearance of business documents
- Personal appearance
What are the techniques for improving nonverbal communication skills in the workplace?
- Pay Attention
- Be observant of surroundings and yourself
- Have a good personal appearance
a complex system of values, morals, traits, and customs shared by society.
What are the dimensions of culture?
- Context (the environment around an event/conversation)
-Individualism (wanting independence and freedom from control)
-Formality (how much emphasis is placed around tradition and ceremony)
-Time (Do you consider it as an unlimited resource or scarce?)
Characteristics of culture
basis of our self-identity
combines the visible and the invisible
The belief that your culture is superior to other cultures. Causes you to judge other people by our values.
simplified behavior pattern we apply to groups, when you make a snap judgment and you categorize someone in a particular group, fixed and rigid.
open to new information, not being judgmental
To talk business
How does business writing differ from other writing?
-It always has a purpose
-It is persuasive
-It is reader-oriented (never start the letter with the word "I"
-Targeted to a specific person/group/business
What is the 3 x 3 writing process?
- Planning - 25% of your time
Adapting: looking for commonalities in frame of reference
Analyze: 1) Identify the purpose of the message 2) Select the best channel
Analyze your audience; anticipate its reaction, and adapting
- Writing 25%: Research, organize material, and write
- Revising (What you said and how you said it) 50% : Revision, proofreading, and evaluating
What are 5 factors to consider when selecting a communication channel?
- How quickly do I need a response?
- Do I need a permanent record?
- How formal do I need to be?
- What will it cost?
- How confidential does it need to be?
What are effects of first and second person pronouns?
Second-person pronouns convey a "you" attitude and speak from the reader's perspective
First person pronouns are writer oriented, and second person pronouns are reader oriented
What 4 business areas generate the most lawsuits?
Investments, Safety, Marketing, Human Resources
A way of organization where you circle ideas and then connect them
A way of organization that uses Using Roman numerals, capital letters, numbers, and then lowercase letters
What are three paragraph plans?
1) Direct Plan
2) Indirect Plan
the main idea goes first, followed by details, used to classify or describe something, used for everyday business issues
persuades, used for delivering bad news
compares and contrast things, "However" "But", also limits
You sustain a key idea all the way through what you are saying
What are the steps in conducting research?
1) Define the problem or issue to be addressed
2) Analyze the situation
3) Gather problem or issue-specific data
4) Analyze and interpret the data
5) Formulate Conclusions
6) Make Recommendations
to create a message that will be understood the way you meant for it to be understood. (One word can change the whole meaning to another person)
anything that interferes with that message from the time that the sender sends it to the time that the receiver decodes it
Why do organizations form groups/teams?
- Less risk to the company and the individual
- Better decisions
- Faster response
- Increased productivity
- Greater buy-in
- Less resistance to change
- Improved morale
What goals should teams have to be successful?
- Small size
- Ability to deal with conflict
- Diverse make up
- Collaboration; not competition
- Agreement on purpose and procedures
- Accept ethical responsibilities
- Share leadership
What are ground rules when beginning work?
1) Have an agenda and get it to everybody
2) Set a time frame and stick to it
3) Arrive early
4) Come prepared
5) Bring a positive attitude
6) Wait for others to finish and don't interrupt
7) Keep your voice calm and pleasant
8) Give credit to others
9) Put the cellphone and laptop away
10) Express your views on someone's opinions in the meeting
11) If someone monopolizes, shut it down
12) If someone never speaks, try and get them to bring ideas to the conversation
13) Start on time
when people are too eager to agree without examining the alternatives
coming up with an ideas as a group
coming up with ideas alone
THIS SET IS OFTEN IN FOLDERS WITH...
Business Communications-Final Exam Review
Bussiness Communication Ch.8
Intercultural Business Communications - Contrastin…
YOU MIGHT ALSO LIKE...
Business Communication - Exam 1
Exam 1 Business and Professional Communication (ch…
MGT 370 Chap 13
Communication section 1.1
OTHER SETS BY THIS CREATOR
Series 7 Final #3
M&B Ch. 9
M&B Ch. 8
REL Lecture #4