Communication Flashcards
What is the significance of communication in business?
Communication is crucial for building relationships, sharing ideas, delegating responsibilities, and managing teams. This help you succeed in business and your career.
How can good communication skills impact your career?
They can help you succeed, make you a competitive job candidate, and build your network.
True or False: Communication skills cannot be increased or refined.
False
Fill in the blank: Learning and developing good communication skills can help you _______.
succeed in your career
What are interpersonal skills?
Interpersonal skills are the abilities used to interact and communicate with others.
List three scenarios where communication is necessary.
- Building relationships
- Presenting information
- Managing a team
What is needed to improve communication skills?
Time and practice.
Define communication
Communication is the process of exchanging information, ideas, thoughts, or messages between individuals, or groups through a common system of symbols like the English language.
Name & Explain the 5 step communication process.
- Sender has an idea. (Analyze idea and now it can best be presented).
- Sender encodes message. (Consider receivers background, communication skills, and culture).
- Sender selects channel, transmits message. (Select channel they receiver prefers and has the least noise).
- Receiver decodes message. (Avoid prejudging. Try to understand non-verbal & verbal cues).
- Feedback returns to sender. (Craft a clear message that reveals understanding).
How many and what are the elements of the communication process?
There are 9 elements.
Sender
Message
The code
Encoding
Decoding
Channel of communication
Receiver
Feedback
Noise
Who is the person who wishes to communicate the message?
Sender
The sender initiates the communication process.
What is the information that the sender wishes to convey?
Message
The message can include asking, saying, instructing, commenting, replying, or sharing.
What term describes what the sender uses to convey the message?
Code
This can refer to a specific language or set of symbols.
Referring to the elements of communication. How is the message communicated?
Encoding
Encoding can be verbal, written, or visual.
What is the interpretation of the message performed by the receiver called?
Decoding
Decoding involves understanding the encoded message.
What is the method or transmission used to convey the message?
Medium or channel of communication
Examples include face-to-face, telephone, letter, e-mail, and video.
Who is the person receiving the message?
Receiver or Recipient
The receiver is the target of the communication.
What is the interaction as a result of the message called?
Feedback
Feedback is the response from the receiver to the sender.
What term refers to physical and psychological barriers in communication?
Noise
Noise can disrupt the clarity and effectiveness of the message.
Define the communication process
The communication process refers to a series of actions or steps taken to successfully communicate.
What is Psychological Noise?
Noise that originates from within us, such as stereotypes, biases, beliefs, and assumptions.
Psychological noise can affect how we interpret messages.
What is Physical Noise?
Refers to any type of audio or visual distraction that interferes with effective communication. Examples are loud conversations or music.
What is Environmental Noise?
Noise that comes from the surrounding environment, like passing traffic.
Environmental noise can disrupt focus and understanding.
What is Semantic Noise?
Noise created by the sender, often due to technical or verbose language.
Semantic noise occurs when the sender fails to tailor the message to the receiver’s needs.
Fill in the blank: __________ noise comes from within us and includes stereotypes and biases.
Psychological Noise
Fill in the blank: __________ noise includes distractions like loud colleagues or music.
Physical Noise
True or False: Environmental noise refers to distractions from within the individual.
False
True or False: Semantic noise can occur when the sender uses overly complex language.
True
Define communication channel
It’s the medium used to share information through a shared system of rules, such as the English language between two or more people.
Why is it important to choose the correct channel of communication?
Because an inappropriate channel affects how effective and accurate your message is conveyed. This can lead to miscommunication or a higher potential of noice.
What are the four broad categories of communication?
Verbal, Non-verbal, Written, Visual
These categories encompass various methods through which information can be exchanged.
What does verbal communication include?
Face-to-face, presentations, telephone, television, radio, YouTube, and other media
Verbal communication involves spoken or auditory methods of sharing information.
What are examples of non-verbal communication?
Body language, facial expressions, eye contact, personal appearance, smell
Non-verbal communication conveys messages without the use of words.
What forms does written communication take?
Email, letters, newspapers, magazines, books, the internet, Facebook, WhatsApp
Written communication involves the use of written symbols to convey messages.
What does visual communication include?
Drawings, graphs, charts
Visual communication uses visual aids to express ideas and information.
What are communication channels in an organization?
The way information flows within the organization and with other organizations
Communication channels can flow forward, backward, or sideways.
What role does a manager play in the communication web?
A link through which decisions and directions flow upwards, downwards, or sideways
The position of the manager in the communication web influences the flow of information.
How do reports from lower-level managers typically flow?
Upwards
This ensures that higher management is informed of operational issues and employee performance.
What are two forms of communication that help managers pass on information?
Spoken words and written words
Examples include face-to-face conversations and inter-department memos.
What is an important element of the communication process?
The feedback mechanism
This involves employees informing managers that they understand tasks, and managers providing feedback.
What can a breakdown in the communication channel lead to?
Inefficient flow of information
Employees may become unaware of company expectations and changes.
What are potential consequences of ineffective communication in branch?
Employees become suspicious, department-minded, and less productive
This can harm overall organizational objectives.
What should a good manager communicate to employees?
Expectations, company policies, and upcoming changes
Clear communication is essential for effective management and organizational success.
Name the 9 methods of sharing information.
Verbal
Non-Verbal
Written
Visual
Face-to-face communication
Broadcast media communication
Mobile communications channels
Electronic Communications Channels
Written Methods of communication
What is verbal communication?
The use of language to transfer information through speaking or sign language
It is commonly used in presentations, video conferences, phone calls, meetings, and one-on-one conversations.
Why is verbal communication important?
It is efficient and can be supported by nonverbal and written communication
Effective verbal communication enhances understanding and information transfer.
What is nonverbal communication?
The use of body language, gestures, and facial expressions to convey information
It can occur both intentionally and unintentionally.
How can nonverbal communication be used to understand others?
By observing body language, gestures, and facial expressions
Closed body language may indicate anxiety, anger, or nervousness, while open body language suggests positivity.
What are examples of closed body language?
Crossed arms and hunched shoulders
These signals may indicate negative emotions such as anxiety or anger.
What does open body language generally indicate?
A feeling of positivity and openness to information
Examples include having both feet on the floor and arms relaxed.
What is written communication?
The act of writing, typing, or printing symbols to convey information
It provides a record of information for reference.
What are common forms of written communication in the workplace?
Emails and chats
Other forms include books, pamphlets, blogs, letters, and memos.
What is visual communication?
The act of using photographs, art, drawings, sketches, charts, and graphs to convey information
Visuals aid presentations by providing context alongside written and verbal communication.
Why is visual communication beneficial?
It caters to different learning styles, making it easier for some individuals to consume ideas and information
Visual aids can enhance understanding and retention.
What defines face-to-face or personal communication?
It is one of the richest channels of communication within an organization, involving physical presence, tone of voice, and facial expressions
This channel is ideal for complex or emotionally-charged messages.
What are the advantages of face-to-face communication?
Allows interaction, clarification of ambiguity, and evaluation of message reception
Nonverbal cues can also enhance understanding.
List examples of broadcast media communications.
- TV
- Radio
- Video platforms (e.g., Zoom, MS Teams)
- Loudspeakers
These media are effective for reaching a mass audience.
When should broadcast media communications be used?
When addressing a mass audience or when a message can be enhanced by visual or auditory formats
Examples include product advertisements and global company addresses.
What is the purpose of mobile communication channels?
To relay private or complex messages to individuals or small groups
Allows for interactive exchanges and interpretation of tone.
What are electronic communication channels?
Email, internet, intranet, and social media platforms
These channels can facilitate one-on-one, group, or mass communication.
What is a characteristic of electronic communication channels?
Less personal but more efficient
Care must be taken to craft clear messages.
When should sarcasm and innuendo be used in electronic communications?
Only if the message specifically calls for it
Clarity in messaging is crucial.
When should written methods of communication be used?
When a message does not require interaction
Examples include policies, letters, memos, manuals, notices, and announcements.
What types of messages are effective for written communication?
Policies, letters, memos, manuals, notices, announcements
These are suitable when interaction is not needed.
What can recipients do if they have questions about a written message?
Follow up through an electronic or face-to-face channel
Written communication allows for follow-up inquiries.
What is the richest medium for persuasive, bad-news, and personal messages?
Face-to-face communication
Face-to-face communication allows for non-verbal cues and immediate feedback, making it effective for sensitive messages.
Which communication channel is best for group interaction and consensus building when members are dispersed?
Video Chat
Video chat enables real-time interaction and visual engagement among participants who are not physically together.
What is the best choice of communication when two people cannot meet in person?
Telephone
Telephone communication allows for direct and immediate conversation, making it suitable when in-person meetings are not possible.
Which communication channel is best for routine messages that do not require immediate feedback?
E-mail is effective for non-urgent communications and can be accessed at the recipient’s convenience.
What type of communication is ideal for short online messages that need a quick response?
E-mail can be used for quick inquiries or updates, as it typically allows for rapid exchanges.
What are some key factors to consider when selecting a channel of communication?
- Richness vs. Leanness
- Need for interpretation
- Speed of establishing contact
- Time required for feedback
- Cost
- Amount of information conveyed
These factors help determine the most effective channel based on the communication context.
When should letters be used as a communication channel?
For external messages that require formality, sensitivity, or a written record
Letters provide a permanent record and convey a sense of professionalism.
What is the purpose of a memo in communication?
To distribute interoffice information, especially when e-mail is unavailable
Memos are typically used for internal communications to convey important updates or directives.
What is the primary use of a blog in communication?
To share ideas with a wide Internet audience and encourage responses
Blogs facilitate public discussion and engagement on various topics.
What is the function of a report in communication?
To deliver considerable data internally or externally
Reports are structured documents that provide detailed information and analysis on specific topics.
What is a wiki used for in communication?
To provide a repository for digital information that can be easily changed
Wikis enable collaborative editing and information sharing among users.
What are informal communication channels?
Communication networks that exist outside the formal hierarchical structure.
They help in balancing formal communication and are essential for efficient functioning.
Why do informal communication channels exist in a formal working environment?
To facilitate efficient communication that the strict hierarchical structure cannot manage alone.
They provide a means for employees to share ideas and concerns freely.
Give an example of an informal communication channel.
Lunch time discussions in the cafeteria.
This setting encourages relaxed interactions among employees.
What role do managers play in informal communication channels?
Managers should find a balance between formal and informal communication.
A hands-on approach to handling employee queries is one way to engage informally.
What are quality circles and teamwork considered in the context of communication?
They are examples of informal communication channels.
These activities fall outside the formal chain of command.
What are unofficial communication channels?
This is another form of informal communication within an organisation but involves more sensitive information and speculative information. Often seen as the grapevine as it’s breeds gossip, rumours and unconfirmed news.
What is the grapevine in an organization?
An unofficial communication channel where rumors circulate.
It can lead to friendships but may also spread exaggerated information.
What should a good manager do regarding the grapevine?
Be aware of the information circulating and take measures to prevent false information.
This helps maintain a healthy work environment.
Fill in the blank: An example of an unofficial communication channel is _______.
social gatherings among employees.
These gatherings often lead to informal discussions outside of work.
What are informal communication channels?
Communication networks that exist outside the formal hierarchical structure.
They help in balancing formal communication and are essential for efficient functioning.
Why do informal communication channels exist in a formal working environment?
To facilitate efficient communication that the strict hierarchical structure cannot manage alone.
They provide a means for employees to share ideas and concerns freely.
Give an example of an informal communication channel.
Lunch time discussions in the cafeteria.
This setting encourages relaxed interactions among employees.
What role do managers play in informal communication channels?
Managers should find a balance between formal and informal communication.
A hands-on approach to handling employee queries is one way to engage informally.
What are quality circles and teamwork considered in the context of communication?
They are examples of informal communication channels.
These activities fall outside the formal chain of command.
What are unofficial communication channels?
Channels through which interpersonal communication takes place, often sharing non-work-related topics.
Examples include discussions about sports, politics, and TV shows.
What is the grapevine in an organization?
An unofficial communication channel where rumors circulate.
It can lead to friendships but may also spread exaggerated information.
What should a good manager do regarding the grapevine?
Be aware of the information circulating and take measures to prevent false information.
This helps maintain a healthy work environment.
Fill in the blank: An example of an unofficial communication channel is _______.
social gatherings among employees.
These gatherings often lead to informal discussions outside of work.
What is a formal communication channel?
A channel that transmits information such as goals, policies, and procedures of an organization.
Messages follow a chain of command from managers to subordinates.
What is an example of a formal communication channel?
A company’s newsletter.
It conveys information about goals, vision, memoranda, reports, directions, and meetings.
What are some types of formal communication channels?
- Business plan
- Customer satisfaction survey
- Annual reports
- Employer’s manual
- Review meetings
These serve to communicate official information within an organization.
In how many directions can information flow formally in an organization?
Four directions: downward, upward, horizontally, and diagonally.
The flow depends on the size, nature, and structure of the organization.
In which type of organizations does communication primarily flow vertically?
Established and traditional organizations.
Communication primarily flows downward and upward in these organizations.
What type of communication flow is common in informal firms like tech start-ups?
Horizontal and diagonal flow.
This is due to the flat organizational hierarchy and the need for collaboration.
What is the role of senior management in external communication?
To control communications that relate to the public image or may affect the financial situation.
This often involves specialized departments such as public relations or legal.
Which levels of management generally handle operational business communications?
First-level and middle-level management.
They manage communications related to purchasing, hiring, and marketing.
What are the three most well-known models of communication?
Linear, Interactional, Transactional
According to West & Turner (2007)
What do the models of communication help to simplify?
The basic structure of communication
They provide visual representations of complex interactions.
What is the primary purpose of the communication models?
To identify various elements of communication and show interrelations
They serve as a map for understanding the communication process.
What do communication models provide to help understand interactions?
Pictures or visual representations
These representations simplify complex interactions.
What is the primary characteristic of the Linear Communication model?
One directional communication process without immediate feedback
The model emphasizes a straight-line communication flow from sender to receiver.
What are the main components of the Linear Communication model?
- Sender
- Message
- Channel
- Receiver
- Noise
Noise can interfere with the message being communicated.
True or False: The Linear Communication model incorporates feedback.
False
The model does not account for immediate feedback from the receiver.
Which types of communication typically use the Linear Communication model?
- Television
- Radio
- Newspapers
These forms of communication are characterized by one-way transmission of information.
Name one of the models included in the types of Linear Communication Models.
Lasswell’s Model
Other models include Lasswell’s Model, Shannon-Weaver Model, and Berlo’s S-M-C-R Model.
What is the Interactive Model best for?
Explaining personal two-way communication processes
This model emphasizes the role of feedback in communication.
How does the Interactive Model differ from the Linear Model?
It includes a feedback element, allowing roles to reverse between sender and receiver
In the Linear Model, communication is one-way without feedback.
What is an example of the Interactive Model in practice?
Exchanges of text messages, telephone calls, or email exchanges
These examples illustrate the back-and-forth nature of communication.
In the Interactive Model, what happens after a message is sent?
The roles reverse, and the receiver encodes and sends a response to the original sender
This creates a continuous loop of communication.
Who are the theorists associated with the Interactive Model?
Osgood and Schramm
Their work emphasizes the importance of feedback in communication.
What does the Transactional Model depict?
Face-to-face interaction as a dynamic and changeable process
The Transactional Model emphasizes the complexity of communication beyond simple definitions.
In the Transactional Model, what roles can the receiver and sender play?
They can play the same roles simultaneously
This indicates that messages can be sent and received back and forth at the same time.
What can complicate the communication process in the Transactional Model?
Noise
Noise can hinder successful message conveyance in communication.
What is another term used for ‘trans-action’ in the context of the Transactional Model?
Face-to-face interaction
What type of model is Dance’s Helical Model?
A type of transactional model
True or False: The Transactional Model is limited to simple definitions of communication.
False
The model is more sophisticated and captures the complexities of human interaction.
Fill in the blank: The Transactional Model involves _______ feedback that is immediate.
two-way
What does the chaotic nature of the Transactional Model suggest about communication?
Communication can sometimes appear ineffective
This reflects the reality that not all communication processes are smooth or clear.
What does the Transactional Model depict?
Face-to-face interaction as a dynamic and changeable process
The Transactional Model emphasizes the complexity of communication beyond simple definitions.
In the Transactional Model, what roles can the receiver and sender play?
They can play the same roles simultaneously
This indicates that messages can be sent and received back and forth at the same time.
What can complicate the communication process in the Transactional Model?
Noise
Noise can hinder successful message conveyance in communication.
What type of model is Dance’s Helical Model?
A type of transactional model
What does Wilbur Schramm suggest for overcoming communication barriers?
Messages should be designed and delivered to get the audience’s attention and establish a common connection between sender and receiver. Personalities should be taken into account.
Schramm emphasizes the importance of engagement and relatability in communication.
What is one of Schramm’s suggestions for effective communication regarding timing?
Both the sender and receiver should be in the same place at the same time.
This allows for immediate feedback and clarification.
What are the seven C’s of communication proposed by Cutlip?
- Clarity
- Content
- Context
- Channels
- Continuity
- Capability
- Credibility
These principles are recommended to eliminate barriers in the communication process.
True or False: According to Cutlip, context is one of the seven C’s of communication.
True
Context refers to the circumstances that affect communication, which is crucial for understanding.
What does continuity in communication refer to?
The consistent and coherent delivery of messages over time.
Continuity helps maintain the audience’s understanding and engagement.
Fill in the blank: The _______ principle in communication ensures that the content is relevant and suitable for the audience.
[Content]
What role do channels play in the communication process according to Cutlip?
Channels determine the medium through which messages are conveyed.
The choice of channels can significantly affect the effectiveness of communication.
Why is it important to understand the needs of your audience?
To tailor the message effectively
Understanding the audience enhances engagement and comprehension.
What should be used to enhance communication effectiveness?
Multiple channels
Using various channels can reach different audience segments.
What can be utilized within an organization to aid communication?
The grapevine
Informal channels can provide valuable insights and feedback.
What should be prevented to maintain effective communication?
Overloading and underloading of information
Both extremes can lead to misunderstandings and confusion.
What comprises business etiquette?
Rules that govern polite interactions between two or more people.
What is business ethics?
Rules that govern the rights and responsibilities businesspeople have with respect to each other and the companies they work for.
Why is effective communication critical in businesses?
To mitigate confusion and ensure everyone is on the same page.
What is the ultimate goal of ethical communication in the workplace?
To create a comfortable, efficient environment where everyone is aligned to the principles and values of the enterprise.
What is the purpose of Ethical Communication?
To express our thoughts most effectively and concisely, and act as your moral compass of right and wrong.
What is the core principle of Ethical Communication? And why is it important?
Honesty is the core principle which is linked to consistency and responsibility.
It is important as it facilitates consistency, transparency and could be the difference between a project being completed successfully or not. This fosters the development of relationships and clarity on what needs to be done. Thus increasing efficiency and effectivity.
What could be road blocks for Ethical Communication? And briefly explain each one.
Language use - The language understood.
Jargon - use simple words for non-industry individuals.
Language fluency
Accessibility to Technology
Name 5 principles of Ethical Communication.
- Honesty/truthful
- Fairness
- Accountability
- Lawfulness
- Responsibilty
Name 2 values for Communication Etiquette and explain.
Choosing the right place/time. - strategically plan the mose appropriate time and place for the message to be most effective.
Knowing ones audience. - Some may prefer one communication channel over another.
Name and explain 2 types of business Etiquettes.
Dining Etiquette. It’s not just a lunch. They will asses how refined you are in your manners infront of colleagues and clients. (Chewing with mouth open, how u use utensils, speak with food in your mouth.) It shows the extent which tou developed self-awareness. If lacking, could lead to damsned reputation of the company.
Clothing Etiquette. Everything to do with meeting expectations. Breaking the dress code can be a serious infraction. Tattoos, piercings, dyed hair.
Why is comformity to business Etiquettes important?
Because it ensures smooth, professional interactions, enhances workplace harmony, and fosters respect. This improves personal career development, companies success and improves the company’s over all efficiency.
What is verbal communication?
Verbal communication can be anything that is represented through words or any communicating medium. It can be broadly 2 types, Oral or written.
What’s the advantages and disadvantages of verbal communication?
Advantages:
It saves time
It saves money
Quick feedback
Most convenient
Disadvantages:
Chances of distortion of meaning
Not convenient for long messages
Irrelevant information
Speaking can be divided into which 2 main categories?
Interpersonal & public speaking
What can planned speaking be used for?
Can be used as a tool to accomplish objectives by managing your impression through tailored remarks and delivery style.
How many different styles of speaking are there? And name and explain them.
Expressive style - spontaneous and conversational. Used for expressing feelings and joking.
Directive style - authoritative. Instructions and to exert leadership.
Problem solving style - objective and bland. For solving problems and conveying routine information.
Meta style - used to discuss the communication process itself. Enables people to talk about their interactions.
How can you be an effective public speaker?
Concentrate on the content and what they are trying to communicate in a clear manner.
Select an appropriate presentation style to adapt to the audience.
Be prepared and effective at impromptu.
State and explain the 3 step process of preparing and delivering public presentations
- Plan. Analyze the situation, determine method of delivery, organize information.
- Write. Adapt your message to the audience. Compose the presentation.
- Complete. Revise the message and master the delivery.
Why are planning for presentations important?
It’s helpful for both you and the audience. The audience benefits from more organized information, and you are less stressed.
What preparation fosters a successful presenter?
They know their material and don’t make it up along the way. But know the balance between not reading the script and not memorizing every single word. This allows for some spontaneity and adaption to the audience’s needs in the moment. They know the purpose, they know their audience, and formulate a central idea statement. He also uses storytelling to convey his message and as a way to resonate with listeners.
What are the two types of outlines needed for a presentation?
Preparation outline and speaking outline
Preparation outlines include all information in the presentation, while speaking outlines contain notes for delivery.
What does a preparation outline consist of?
All the information in your presentation
This includes the content that the audience will see and hear.
What is the purpose of a speaking outline?
To guide the presenter with abbreviated notes
These notes are usually not shared with the audience.
What is the first component of a general presentation organization?
Attention Statement
This is an engaging statement that captures the audience’s attention.
What follows the Attention Statement in a presentation?
Introduction
This sets out the general idea statement and what the audience can expect.
What is included in the Body of a presentation?
- Main points.
- Supporting evidence of the main points.
- Smooth transitions and logical flow between main points.
- Engaging content. Questions, storytelling, humour.
What is the purpose of the Conclusion in a presentation?
To reiterate the idea statement and include a call-to-action
It encourages the audience to consider what to do or think about after the presentation.
What is a Residual Message?
An optional but powerful final message
It is what you want the audience to remember after the presentation.
What’s the difference between an example and a scenario?
Both show the Audience what you mean, an example to the “thing” itself, while a scenario would include more detail about the sequence or development of events.
Rank the following in order of formality: Talking, reading and speaking.
Reading. Speaking. Talking.
What are 4 methods of giving a presentation?
Impromptu speaking
Extemporaneous presentations
Manuscript presentations
Memorized speaking
What are some methods that help practice your delivery on presentations most effectively?
Prepare your presentation in as realistic a simulation as possible:
Practice presentation out loud.
Practice presentation standing up.
Practice presentation with an audience.
What non-verbal elements would help with delivering a presentation most effectively?
All non-verbal elements should follow the Goldilocks paradigm. Not to hyper but not to dry.
Hands: use hands like in normal conversation.
Feet: Try walking around a bit, keeping knees shoulder width apart, and slightly bent.
Clothing: dress professionally without excessive jewellery that can become distracting.
Eye contact: 80% of total speach time spent making eye contact.
Why are visual aids so effective?
They enhance the impact of your presentations by appealing to your audiences imagination, adding power to tour spoken words. This will set you apart from other presenters, increase your credibility, and make a bigger and more memorable impact to your audience.
How many forms of visual aids do you get and what are they?
2 forms namely:
Statistical: visualise relationships between numbers. (Charts)
Illustrative: visually describe an idea using pictures or symbols.
When is it best to use visual aids?
Introduction: During the title of your presentation. Indicate a structure to your presentation by listing your main points. Highlight a question you intend answering during your presentation.
Main points: highlight new points with an appropriate image. Offer evidence from your research to support your argument.
Conclusion: summarise your main points on a slide. Present your conclusion in an image.
Whats most efficient way to make use of visual aids?
- Help the audience quickly understand the visual. Use one simple idea for each visual, avoid cluttering.
- Use the 3 T’s when presenting it. TOUCH and look at it. TURN towards the audience. TALK to the audience, nor your visual.
- Be aware of your position. Avoid stepping infront of your visual. Avoid staring at your visual aid; you need to maintain a connection with the audience through eye contact.
- Know how to use the visual aid. Be familiar with your tools will help marry them to your spoken presentation helping them become part of an impressive performance.
Define active listening
It’s not merely hearing but fully engaging with the speaker by feeding back the literal meaning or the emotional content.
How could you display active listening?
Paraphrase content
Mirror the speakers feelings
Ask for clarification
Offer to solve the problem
What are 4 strategies that good listeners follow?
- Pay attention. Anticipate answers and check your understanding.
- Focus on the speaker in a generous way. Focus on the substance, work to learn something.
- Avoid making assumptions. Don’t ignore instructions you think are unnecessary. Consider their background.
- Listen for feelings as well as for facts. Pay attention to tone of voice, facial expression, body language.
How many and what verbal cues can one use to display active listening?
- Positive reinforcement. Simply thank the person for talking to you.
- Remembering. Show evidence that you have been listening and remember.
- Questioning. Ask relevant and good questions. Shows u not only listening but also care.
- Reflection. Paraphrase what the other persone has said.
- Clarification. Ask questions to ensure that you understand.
- Summarizing. Relate back to the other person the information that you have heard.
What non-verbal cues can one use to display active listening?
Eye contact, or a lack of it.
Smiling. Powerful or condescending.
Body language. Leaning forward and tilting your head signals engagement.
Mirroring. If they are serious, be serious as well.
Distraction. Don’t play around on your phone.
What is phone etiquette?
It’s the way you use manner to represent yourself and your business to customers via telephone communication. Greetings, body language, tone of voice, word choice and listening skills.
Why is phone etiquette important?
Because it’s usually the first contact point for a customer and represents how tour company will treat then in other aspects and conversations. It reveals a lot about you and the business.
How would displaying good phone etiquette help your business?
Shows professionalism.
Creates a good first impression.
Increase customer trust and loyalty.
Achieve high customer satisfaction ratings.
How can you practically display phone etiquette in meetings or business settings?
Don’t force others to hear your business.
Speak in low, conversational tones.
Step outside to avoid being disruptive.
What is non-verbal communication?
Non-verbal communication refers to the transmission of information by means other than language.
What can we learn from an individual from their non-verbal communication?
Expresses the speakers attitude and inner meaning.
Expresses the receivers attitude and thoughts regarding messages.
Provides information regarding the sender of the written message.
Gaining knowledge about a class of a person.
Gaining knowledge about the status of a person in the organization.
Why is understanding non-verbal communication important in business?
Because it conveys messages beyond words, helping to establish trust, build relationships, and enhance understanding. 80-90% of all communication is non-verbal.
What types of non-verbal communication do we get?
Silence.
Para-linguistic
Kinesics
Touch
Proximity
Humour
Environmental Appearance
Personal appearance
Symbol
Visual communication
Dance
Chronemics
Culture
What is kinesics? And what are it’s elements?
Kinesics is the study of how people use their bodies to communicate nonverbally.
Gestures
Body orientation
Body language
Facial expressions
Eye contact
What is proximity? And what forms can it be broken into?
Proximity means how physically close an object or person is to you.
Proxemics - is the study of the amount of space or distance we maintain between other and ourselves while communicating.
Territoriality - how we use ownership of space to communicate certain messages. Everyone has territories.
What is proxemics?
Proxemics is the study of the amount of space or distance we maintain between others and ourselves while communicating.
What zones do you get in proxemics?
Intimate zone - up to half a meter
Personal zone - half to 1 meter
Social zone - 1 to 2 meters
Public zone - more than 3 meters
What is chronemics?
The way that an individual would perceive and value time, structure our time, and react to time is a powerful communication tool.
What are the 3 main types of time used in chronemics?
Interactive
Conceptual
Social
What is a monichronic time system?
It’s a system where things are done one at a time and time is segmented into small precise units.
What is a polychromic time system?
It is a system where several things can be done at once, and a wider view of time is exhibited and time is perceived in large fluid sections.
What are the advantages and disadvantages of non-verbal communication?
Advantages:
Complementary
Easy presentation
Substituting for noice
Repeat
Helpful to illiterate people
Reducing wastage of time
Disadvantages:
Vague and imprecise
Continuous
Multi-channel (can’t keep up with all signals)
Cultural bound
Not everyone prefers (not a public tool)
What relationship is there between non-verbal communication and culture within business? Give an example.
In a intercultural context, when our conversational partners don’t share our linguistic and cultural backgrounds, non-verbal communication takes on an emotionally sensitive role.
For example. The “ok” gesture means money in Japan, and to the Brazilians it is offensive. Misjudged communication.
How can leaders prevent misunderstandings in a intercultural context?
Try to be pleasant without being overboard.
Show interest in the conversation.
Try to learn something about the culture.
Define a meeting.
A meeting is a group communication in action around a defined agenda, at a set time, for an established duration.
What is the purpose of a meeting?
To reach a common decision
To solve a problem
To inform, explain, present ideas
To give training
To resolve differences
To review and evaluate past performance
What’s the advantages & disadvantages of meetings?
Advantages:
Saves time - several people at once.
Cope with information explosion.
Social and emotional support.
Idea development
Disadvantages:
Time consuming - costs time form several people.
Inability to arrive at a decision - to many cooks spoil the soup.
Lack of seriousness - members expect others to do the thinking.
What 2 main groups are meetings broken into.
Private
Public
What types of business meetings do you get?
Status meetings
Decision meetings
Problem-solving meetings
Team-building meetings
Idea-sharing meetings
Innovation meetings
What member roles are there in a meetings?
Chairman - maintaining order, allowing those who wish to speak.
Secretary - guardian of the process of the meeting. Admin and financial.
Facilitator - maintains focus of the agenda. Maintains neutral, drawing out opinions.
Minute taker - records the meetings minutes.
Timekeeper - monitors the allocated time set per agenda point.
Participants - actively participate in the discussions.
Explain how to most effectively arrange, conduct and record a meeting, before, during, and after.
Before meeting:
Establish clear objectives
Apoint a chairman
Decide who the secretary will be
Choose your recording tool
Draw up a list of people who should attend
Decide where and when the meeting will be held
Distribute a notice for the meeting
Distribute an agenda for the meeting
Read the meeting agenda before the meeting starts
During:
Pass around attendance sheet
Note the time the meeting begins
Introduce the agenda
Chairman should summarize the main points of the decisions made.
Include only the main ideas
Make a proposal so the relevant decision can be made
The chairperson should control any conflict I’m the meeting
Write down all emotions, who made them, and the results of the votes
Record the ending time of the meeting
After:
Chairman should summarize the decisions taken, discuss actions to be taken
Close formally and after meeting distribute accurate minutes to participants
Type minutes ASAP while everything is still fresh
Final copy include organization name, committee title, type of meeting, and it’s purpose
Provide list of attendees and a note about who ran the meeting
Proof-read
Submit to chairman
What should a notice for a meeting contain?
- Name of organization & meeting.
- Address of organization.
- Date of forwarding.
- Meeting details; Day, date, time, and venue of meeting.
- Purpose of the meeting.
- Summary of agenda.
- Secretaries phone number.
- Signature of secretary
Whats contained on a meeting agenda?
- Name of organization
- Meeting details; date, time, duration, location.
- Attendance register.
- Objective.
- Minutes for previous meeting; unfinished tasks.
- Agenda items; New business; motions, proposals, points of discussion.
- Opened discussion; a section for unplanned topics.
- Supporting materials; documents.
- Closing notes; summary of decisions, responsibilities and the date and time of the next meeting.
What are meeting minutes?
They are a confidential, written report of the events and decisions discussed and passed at the meeting.
Why are meeting minutes important?
Official record of decisions.
Allows future members to be fully informed.
Authorization to carry out decisions.
They can serve as evidence in legal cases.
What are some features of good meeting minutes?
Clear and to the point.
Puts matters in the right perspective.
Must be complete so whom ever didn’t attend gets a clear picture.
Details of all assignments.
Full details of all decisions.
What should be included in meeting minutes?
- Details of meeting; Date, time and the objective of the meeting.
- List of participants.
- Summary of the discussions.
- Decisions made about each agenda item.
- Actioned items.
Provide some tips for creating effective meeting minutes.
Create a outline of the meeting.
Check-off attendees as they entre the room.
Record decisions as soon as they occur.
Ask for clarification if necessary.
Don’t try capture it all.
Record the whole meeting.
Name the 5 rules for successful digital meetings.
- Establish a strong technology foundation.
- Have an agenda for each meeting.
- Develop digital meeting etiquette.
- Maintain focus to engage team members.
- Always have a backup plan.
What are the advantages and disadvantages of online meetings?
Advantages:
- Cutting back on costs.
- Environmental impact.
- Efficient; no need to look for physical rooms.
- Recording.
- Job screening
Disadvantages:
- Appropriate software and hardware.
- Time differences.
- Technical issues.
- Communication issues; to shy.
- Talking over each other.
Define written communication.
Written communication involves any type of interaction that makes use of the written word.
Why is written communication in business important?
- Clarity; less room for misunderstandings.
- Creates a permanent record.
- Offers efficient ease of distribution.
- Professionalism: promotes credibility and trust.
What is the most effective process for writing in business? Explain.
The 3X3 writing process.
Plan; Write; Revise.
Plan
1. Analyze the situation; purpose.
2. Gather information; audience needs.
3. Selecting the right medium.
4. Organize the information; main idea and outline.
Write:
1. Adapt to your audience; project your company’s preferred image to build credibility.
2. Compose the message; choose strong words for effective sentences.
Revise
1. Revise the message; conciseness and clarity.
2. Produce the message; suitable layout for a clean, professional appearance.
3. Proof-read the message; errors.
4. Distribute the message.
How do you be persuasive in business writing?
Don’t focus on the business too much. Instead, focus on what the audience wants and the kinds of problems they are trying to solve. Also bring a unique value proposition.
What are the 6 main types of written communication?
- Reports
- Letters
- Memorandum
- Proposals
- Texting
What is a report?
A written document designed to inform, analyse, or persuade an audience about an issue or problem.
What’s are the 5 steps for writing a report?
- Defining the problem.
- Gathering the necessary information.
- Analysing the information.
- Organising the information.
- Writing the report.
What criteria should a report problem meet?
- The problem is real important enough to be worth solving.
- The audience for the problem is real and able to implement the action.
- The data and evidence are sufficient enough to support the severity of the problem and the recommendation of the solution.
What does a good purpose statement make clear of?
- The organizational problem.
- The specific technical questions that must be answered to solve the problem.
- The purpose of the report.
What types of business reports are used by organizations?
- Formal business report
- Informal business report
- Informative business report
- Summarized business report
- Problem solving business report
- Performance report
What’s the purpose of business reports?
There’s a large amount of information that needs to be conveyed in businesses, and business reports are the formal way of presenting pieces of information which needs to be communicated. Business make important decisions and plan for the future of the company based on the reports
What is a business letter?
It is a page with formal, written communication.
What’s the purpose of letters?
To give facts
Ask for information
Persuade someone
Complain
What is the format of a letter?
Heading
Date
Inside address
Salutation
Subject-line
Body of the letter
Complimentary close
Signature
What is a memorandum?
A memorandum is a message that is circulated inside the organization.
What are the uses of a memorandum?
- To communicate the same information to a group of people who need to attend a meeting.
- To confirm points made in a conversation or meeting.
- To inform of company policies & procedures.
- To keep people informed of events in the company.
What’s the formate of a memorandum?
Memorandum’s are seen as more casual than letters but still professional. In a email format.
Memo title
Date
Memo to
From
Subject
Introduction
Background
Overview of timeline
Closing
What is a proposal?
A proposal is a persuasive message based on facts and written to get action.
What sections are needed in a written proposal?
Introduction
Problem
Solution to the problem
Cost/Schedule
Executive summary
What 2 types of proposals do you get?
- Requested proposal
- Non-requested proposal
What is E-mail?
E-mail, short for electronic mail, is a digital communication method that uses electronic devices to deliver messages to other devices. Its a communication vehicle for the modern work world.
What’s the format of a E-mail message?
- Subject line
- Salutation
- Message
- Closing
- Signature block
What are some E-mail etiquette rules?
- Never sending angry messages
- Using full caps only to emphasise a single word or two
- Including only essential part in your response
What is instant messaging?
It’s a form of real-time communication that allows people to receive and send messages text messages over the internet.
What’s the advantages and disadvantages of instant messaging?
Advantages:
- Improved efficiency and productivity
- To save money
- People like using it
- Easy to implement
Disadvantages:
- Multiple tools
- Participation
- Noise
Why is process documentation important?
- Operational redundancy; reduces risk if key talent leaves
- Business process improvement; can only be done with accurate process documentation
- Operational consistency; by documenting, auditing, and enforcing processes.
- Operational efficiency; through consistency
- Client Requirements
- Risk mitigation; compliance with industry requirements
Whats the purpose of documentation?
- To strengthen your argument
- To protect yourself against charges of plagiarism
- To instruct the reader
- To save time; borrowed words
What is Ethical writing and why is it important?
What:
It refers to the practice of creating written content in a manner that adheres to principles of honesty, fairness, and respects the rights and dignity of others.
Importance:
Is based not only upon the avoidance of plagiarism, but also avoiding the weaknesses of bias and exclusive language. This strengthens the credibility and persuasiveness of the writers argument.
What is plagiarism?
Is the practice of taking someone else’s work and ideas and passing them off as one’s own. In other words, it is theft.
What is the consequences of plagiarism?
- Destroyed student reputation
- Destroyed professional reputation
- Destroyed academic reputation
- Legal repercussions
What is social media? And what makes it unique?
Social media is any digital tool that allows users to quickly create and share content with the public. What makes it unique is that it is both broad and relatively uncensored.
What are the stages in a Social Media Life Cycle?
Niche Focus
Buzz
Growth
Widening appeal
Quicker growth
Saturation
Concerns searching for alternatives
Mass migration
Innotate, adapt, or die
What are some key strategies or points for business’s that want to use social media for marketing?
- Social Media is Fleeting.
Social Media is a short attention span media; you have to catch their attention as they’re quickly scrolling - You must be active on social media
Biggest mistake retailers make is opening accounts on every social media platform and then leaving them with no activity. Turns off social media users. - Focus on the customer
Your goal should be to provide content relevant to the customer and engage with them to a point that they want to share your post with others - Images are key
Most shared content are pictures. They drastically increase your chances that one of your followers will share the post. How often your followers share is a better measure of success than how many followers you have.
What types of social media do you get?
- Social networks
Specialize in sharing thoughts, ideas, and content. (Facebook & Twitter). - Media Networks
Specialize in distributing content like photographs and videos. (Instagram & YouTube). - Discussion Networks
Specialize in alloeing conversations and discussions to grow organically. (Reddit). - Review Networks
Specialize in adding social media aspects to user reviews of products and services. (Yelp & Tripadvisor). - Social Shopping Networks
Why is social media important for business’s?
- Unparalleled branding opportunities as it creates an easy way for customers to find you. This builds loyalty which is crucial to the long-term success. It’s also a free source of marketing.
- Online customer service.
This increases customer engagement and improves customer satisfaction. - Recruiting and human resources.
Insight into one’s character, interests, and personality which provides a better understanding of the appliances competency. - Tracking employee behavior if claimed to be sick. As well as tracking bad language online, such as expressing racist, sexist, or violent words online.
- Event planning and promotion.
Invite guests and provide updated information on any changes.
What’s the advantages and disadvantages of social media?
Advantages:
- Able to reach large audiences
- Direct connection with your audience
- You get to know them better - which means you can create more valuable content
- You provide better customer service
- You see how your audience perceives your business
Disadvantages:
- Receive negative feedback
- Open to potential for embarrassment
- Time-consuming - a lot of time spent on your campaigns
- Must wait to see results
How do adapt to the social media disadvantage of negative feedback?
Respond to it. Don’t leave people’s complaints and concerns unaddressed. Addressing issues speak volumes about your company and it’s values.
How do you adapt to the social media disadvantage of embarrassment for the business?
Always do your research before posting.
Define culture.
It’s a shared system of beliefs, values, and assumptions among a group of people.
Define subculture.
Are groups of people with the same overall beliefs and behaviors as the general culture, but have some specific styles and attitudes of their own.
What is intercultural communication?
It refers to sharing information with people from different cultures which influences different ways perception and creates different levels of awareness. It involves understanding these differences in traditions, social norms, and communication styles.
What does intercultural communication require?
An understanding that different cultures have different customs, standards, social mores, and even thought patterns. And it requires a willingness to accept these differences and adapt to them.
How does culture background affect a person’s communication?
Because culture changes a person’s perception.
How does culture affect the view of achievement? Give 2 examples of 2 cultures.
- The western culture would emphasise individual achievement.
~ You must learn to think for your self. - A collective culture would emphasis the need of the group as being primary and the individual secondary.
~ You must do what is best for the family.
What’s another word for abstract expressions?
Idioms or idiomatic expressions
What is ethnocentrism?
It is the tendency to judge other groups according to the standard, behavior, and customs of one’s own group. It therefore refers to people’s unconscious belief in the superiority of their own culture.
What is xenophobia?
A fear or hatred of strangers and foreigners with different beliefs, customs, or cultures.
What does cultural pluralism refer to?
The practice of accepting multiple cultures and adapting personal communication styles ot that for the new culture encountered.
Define acculturation.
A person’s ability to adapt to another culture.
What are ways to mange intercultural communication?
- Be culturally sensitive and aware
- Gain knowledge of the culture you have to adapt
- Use pictures if you don’t know words to describe it
- respect others culture and people
- Avoid slang and local language
- Listen, encode, and decode carefully
What’s the advantages of effective intercultural communication in the organization?
- Organization specific:
- Productivity & Proficiency; eliminates misunderstandings
- Teamwork; understand differences
- Global edge; growing business in territories with diverse cultures would come with a receptive welcome
- Effective leadership; enables them to motivate
What’s the 6 main barriers of communication?
- Anxiety
- Assuming similarity instead of dissimilarity
- Ethnocentrism
- Language problems
- Nonverbal misinterpretations
- Stereotypes and prejudices
What are some ways to improve intercultural communication?
- Study other cultures
- Study other languages
- Respect preferences for communication styles
- Write clearly
- Speak and listen carefully
- Use interpreters and translators
- Helping people adapt to other cultures
What are the steps in the job search process?
- Analyze yourself; interests, qualifications.
- Develop a Job-Search strategy; online presence, networking.
- Create a customized resume; tailer it to each position
- Know the hiring process; undergo screening, reevaluate your progress
Explain step 1 in the job searching process.
Clarify your VIPS. (Values, Interests, Personality, Skills).
Values & lifestyle:
Time with family, Work culture, where do you want to live,
Interests:
passion?
Personality:
Defining who you are, can project you to where you want to be.
Skills:
Determine which you want to use, and which you dont.
Explain step 2 in the job searching process.
Research
Gather information on your desired job, and available opportunities.
- look at websites
- online job sites
- make direct contact with employers
Explain step 3 in the Job search.
Develop a enthusiastic 1-2 Min introduction that includes who you are, what kind of job your looking for, your desired position and job responsibilities.
Explain the 4th step in the job search.
- Tailor your resume.
- Complete online job applications.
- Track your applications.
- Networking with colleagues in your field provides honest information not found anywhere else. Spread the word.
- Maintain these contacts.
Explain step 5 in the job searching process.
Prepare for interview. The more prepared, the better your chances. Find out what type of interview. Develop 3-4 questions for the interviewer. Wear professional attire, take 4-5 copies of your resume and list of references to the interview.
What does “interview” mean coming from Latin and middle French words?
See eachother.
What is an interview
A private meeting between 2 people when questions are asked and answered and potentially diving deep into the life of a stranger to bring out needed information.
What types of interviews do you get?
Personal interviews:
- Job Interview. Selection of employees
- Performance-appraisal interview. Promotion of the employees.
- Retirement of employee
- Exit Interview. Reason for leaving.
What factors should be considered for a successful job interview?
- The interview setting.
- The Interviewee. Familiarise oneself with the company and potential questions.
- Interviewer must be well prepared.
- Purposes. Interviewer must be certain about what they want to gain from the interview.
- Level of preparation. From both sides.
- Perceptions and thinking patterns. Each party must strive to understand the other to reach a better understanding.
- Types of questions. Well chosen and open ended questions.
- Listening skills; to gain facts.
- Language ability; same language.
- Sensitivity to non-verbal communication; non-verbal communication.
- Memory; return to key points for clarification.
What are some guidelines to follow for the interviewer’s preparation?
- Prepare a plan of questions
- Prepare a checklist of requirements
- Study the available details of the interviewee
- Ensure the interview room is appropriate
- Display no signs of nervousness. Remain friendly.
What’s are some preparation guidelines for interviewee’s?
First impressions are lasting.
- Gain as much knowledge of the company as possible
- Study the job specification
- Analyse personal strengths and weaknesses
- Prepare to promote your strengths
- Draw up potential questions & answers
- Think of questions she/he would like to ask
What do you need to do after a interview?
- Evaluate your inverview
- Contact references
- Follow up; letter thanking them
- Carry on with your job search
What’s the difference between an CV and a Resume?
Resume; emphasizes skills. Tends to showcase your competencies, work history, accomplishments, specific skills. Used to apply for practical jobs and tend to be more concise.
CV; Emphasizes academic accomplishments. Tends to be a showcase of credentials, certificates, research, affiliations. Used for academic purposes or applying for scientific & medical jobs and are usually long and detailed.
What are some Resume writing tips?
- Look for key words in job postings.
- Review resume examples for your industry.
- Use a professional font.
- Include the most relevant information and put the most important first.
- Use active language
- Call attention to important achievements
What is a job application letter?
Is a stand alone document you submit to a potential employer to express your interest in an open position. It explains who you are as a professional and individual.
What’s the purpose of a job application letter?
Should highlight your achievements and skills, helping to get the attention of the recruiter. It helps the reader see why they should ask you for an interview.
How do you write an application letter?
- Review information about the company and position.
- Use a professional format.
- Create the heading.
- Address the letter to the hiring manager.
- Open the letter by describing your interest in the position.
- Outline your experience and qualifications.
- Include aspects of your personality.
- Express appreciation.
- Close the letter.
What points need to be kept in mind when sending a job application letter?
- How are you sending it?
- What subject line to use to make sure the hiring manager opens the mail and reads your letter.
- Professional, precise, relevant, and concise.
- Job title
What is Haptics?
Refers to the science and technology of touch and tactical sensations, often used in the context of human-computer interaction. Sensations such as vibrations, pressure, or texture.
