chapter 9 Flashcards
communication
the process of a sender transmitting a message to an individual with the purpose of creating mutual understanding
formal communication
workplace communication that occurs through memos, meetings, or lines of authority
informal communication
workplace communication that occurs among individuals without regard to the formal lines of authority
grapevine
an informal communication network where employees talk about workplace issues of importance
gossip
personal information about another individual that is hurtful and inappropriate
sender
an individual wanting to convey a message
receiver
an individual that receives and decodes a message
encoding
identifying how a message will be sent
decoding
how a receiver interprets a message
feedback
when a receiver responds to a sender’s message based upon the receiver’s interpretation of the original message
noise
anything that interrupts or interferes with the communication process
verbal communication
the process of using words to send a message
listening
the act of hearing attentively
active listening
when a receiver provides a sender full attention without distraction
passive listening
the receiver is selectively hearing parts of a message
non-listening mode
when a receiver fails to make any effort to hear or understand the sender’s message
proxemics
the study of distance between individuals
written communication
a form of business communication that is printed, handwritten, or sent electronically
business letter
a formal written for of communication used when a message is being sent to an individual outside of an organization
letterhead
quality paper that has the company logo, mailing address, and telephone numbers imprinted on it
business memos
written communication sent within an organization
documentation
a formal record of events or activities
slang
an informal language used among a particular group
