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Business Communication > Chapter 1 - Understanding Business Communication > Flashcards

Chapter 1 - Understanding Business Communication Flashcards

1
Q

Communication

A

Sending and receiving verbal and nonverbal messages.

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2
Q

The communication model consists of five components

A

The stimulus, filter, message, medium, and destination

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3
Q

Stimulus

A

An event that creates within an individual the need to communicate

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4
Q

Filter

A

Our knowledge, experience, and viewpoints that help us interpret (decode) the Stimulus.

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5
Q

Message

A

The information to be communicated

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6
Q

Audience

A

Who receives your communication

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7
Q

Medium

A

How the message is transmitted

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8
Q

Destination

A

The message reaches its destination and, if successful, is perceived accurately by the receiver.

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9
Q

Communication is not a ____, ____ process.

A

linear, static

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10
Q

Three types of communication make up an organization’s formal communication network

A

Downward, upward, and lateral

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11
Q

Downward communication

A

Flow of information from managers to their employees (people who report to them)

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12
Q

Cascading communication

A

Information flows from one level in an organization down to another

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13
Q

Issue with downward communication

A

Managers assume their employees receive and understand their messages

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14
Q

Upward communication

A

Flow of information from lower-level employees to upper-level employees or managers

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15
Q

Lateral Horizontal communication

A

Flow of information among peers within an organization

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16
Q

Cross-functional communication

A

Lateral communication across different departments, divisions, or branches

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17
Q

Informal communication network

A

(Grapevine) Transmits information through unofficial channels within the organization

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18
Q

Rather than trying to eliminate the grapevine, competent managers…

A

Pay attention to it and act promptly to counteract false rumors

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19
Q

Examples of verbal barriers

A

inadequate knowledge or vocabulary, differences in interpretation, language differences, inappropriate
use of expressions, overabstraction and ambiguity, and polarization

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20
Q

Inadequate knowledge or vocabulary

A

You must know enough about both your topic and

your audience to express yourself precisely and appropriately

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21
Q

Differences in interpretation

A

Sometimes senders and receivers attribute different meanings to the same word or attribute the same meaning to different words

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22
Q

Denotation

A

Defines its meaning

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23
Q

Connotation

A

Indicates our associations with the word

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24
Q

Interpreter

A

For oral communication

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25
Q

Translator

A

For written communication

26
Q

Slang

A

An expression, often short-lived, identified with a specific group of people

27
Q

Jargon

A

Is the technical terminology used within specialized groups

28
Q

Euphemisms

A

Expressions used instead of words that may be offensive or inappropriate

29
Q

Abstract word

A

Identifies an idea or a feeling instead of a concrete object

30
Q

Concrete word

A

Word that identifies something that can be seen or touched

31
Q

Ambiguous terms are …. for business communication

A

terms such as a few, some, several, and far away, may be too broad

32
Q

Polarization

A

Competent communicators avoid inappropriate either/or logic and instead make the effort to search for middle ground words to best describe a situation

33
Q

Examples of nonverbal barriers

A

Inappropriate or conflicting signals, differences in perception, inappropriate emotions, and distractions

34
Q

Inappropriate or conflicting signals

A

When verbal and nonverbal signals conflict, we tend to believe the nonverbal messages because they are more difficult to manipulate than verbal messages

35
Q

Differences in Perception

A

How people perceive a message contributes to their mental filter

36
Q

Inappropriate Emotions

A

Too much emotional involvement can

be an obstacle to communication

37
Q

Noise

A

Environmental or competing elements that hinder

your ability to concentrate can affect communication

38
Q

Examples of competing noise

A

Too many projects, meetings, or emails

39
Q

Face-to-face meetings are the most…

A

Personal form of business communication and the best choice for building relationships

40
Q

______ is often the default
communication channel
in organizations

A

Email

41
Q

For short messages and quick questions, these channels are ideal

A

Instant and Text Messaging

42
Q

Social media is about ______

A

Conversation

43
Q

Web 2.0

A

Encourages online interaction, has opened the door for people to participate on the web. 2.0 technologies include blogs, wikis, video, and social networking sites

44
Q

Intranet

A

For employee access only

45
Q

Extranets

A

Private networks for people outside the company; customers or franchisees

46
Q

User-generated content (UGC), or Consumer-generated media (CGM)

A

blog entries, product reviews, videos, or other messages posted about a company

47
Q

Companies use blogs to …

A

Connect with employees and customers

48
Q

Vlog

A

Video blog

49
Q

Microblogs

A

Blogs used for short messages with timely information. Twitter, a popular microblogging site

50
Q

Multimedia

A

Incorporate several forms of media. Corporate videos, for example, can promote products and services, illustrate product functionality, address crisis situations, and excite prospective employees

51
Q

Podcast

A

Audio and video files that contain information

52
Q

Social network

A

Communities of people who share common interests or activities

53
Q

Multicommunicating or synchronous

A

(at the same time), overlapping conversations

54
Q

Mashups

A

Web applications or pages that combine content from

different sources

55
Q

Geolocation services

A

Display mashups based on where you are

56
Q

Ethics

A

System of moral principles

57
Q

Professional ethics

A

Defined by an organization. Employees and members are expected to follow these guidelines, which define what is right or wrong in the workplace — often beyond established laws

58
Q

Social ethics

A

Defined by society

59
Q

Individual ethics

A

Defined by the person and are based on family values,

heritage, personal experience, and other factors

60
Q

Three reasons people make unethical decisions

A

Convenience, embracing ethics could limit ones ability to succeed, we rationalize our choices (situational ethics)

61
Q

Corporate social responsibility (CSR)

A

(being socially responsible) companies consider the public’s interest in their business practices

Business Communication (5 decks)

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