exam 1 Flashcards
Communication Competence
Is one’s ability to “choose among available communicative behaviors to accomplish one’s goals during an encounter.”
What must you do to be a strategic competent communicator?
You must know what is appropriate in a given situation, have the skills to enact the appropriate communication strategy, and be motivated to do so.
The 1st important element of communication competence:
Your ability to sense what communication behaviors are appropriate in a given setting.
ex: a 2018 study revealed that employees prefer telephone calls over text for receiving feedback about their work performance. When supervisors violate that preference, then, perceptions of their appropriateness and overall communication competence may suffer.
The 2nd important element of communication competence:
Skill, The skill will depend on your field, your responsibilities, and the nature of the task.
ex: listening, eye contact, perspective-taking and empathy, conversation management, interviewing, persuasion, public speaking, teamwork, writing, intercultural sensitivity, and communication technology aptitude
The 3rd important element of communication competence:
Motivation, fluctuating degree of motivation affects others’ perceptions of your business communication competence.
ex: perhaps you detest teamwork and prefer to work independently, or feel awkward meeting new people. You may, then, avoid classes with a group work component or stay away from social situations that require small talk.
Strategic Communication
A term that encompasses communication activities within an organization, as well as those that are aimed at external audiences.
External Communication
A term used to describe an organization’s efforts to engage with its constituents in ways that are aligned with its mission and goals.
Ex: organizations with a social media presence typically have a strategy that addresses which social network sites they use, what is communicated through their accounts, how often, and by whom.
_______ __________ involves setting communication goals and then enacting verbal and nonverbal communication behaviors, including listening, consistent with predetermined objectives.
Strategic Communication
Communication
The exchange of verbal and nonverbal messages with the intent of simulating particular meanings in the minds of others.
When do we achieve understanding in communication?
When we communicate successfully and stimulate the meanings we intend to in the minds of others.
What happens in the state of misunderstanding in communication?
When communication is unsuccessful and others don’t interpret our meanings as we intend.
Ex: Elijah is an intern in the Mayor’s office of a large city. Elijah’s supervisor explained that a group of VIPs would be coming to City Hall for a meet and greet with the Mayor, and asked him to greet these guests on arrival and “make sure that they were taken care of until the Mayor arrived.” So, Elijah went to the lobby at the appointed time, met the visitors, made some small talk, and basically killed time until the Mayor and his staff arrived. Elijah’s supervisor was furious when he arrived and found that Elijah had not arranged for refreshments, or distributed any of the city’s promotional materials to the visitors. Elijah and his boss had a significant misunderstanding of what was meant by “take care of our visitors.
How can we improve our human communication & relationships?
ss,hi,c
The logic and methods of social science, humanistic inquiry, and criticism.
How do they test the theories about human communication?
By using a wide range of rigorous research designs, including controlled experiments, questionnaires, interviews, analysis of existing content such as television shows or texts such as tweets or e-mails, and observations of humans’ verbal and nonverbal behavior.
What are the different levels of communication skills in the workplace?
The willingness to communicate and the anxiety about communicating.
What may create conditions under which people communicate ineffectively?
The nature of the work itself.
Emotion Labor
Jobs that often require employees to maintain an emotional facade that is different than what they are really feeling–such as an outward appearance of happiness, when the employee is actually sad or even depressed.
Ex: flight attendants aren’t any less worried than passengers during an inflight emergency, but they are required to maintain a calm, friendly demeanor.
no dedicated work space is a habit that is an example of…
ineffective communication
Lack of structure is a habit that is an example of…
ineffective communication
scheduling back to back virtual meetings is a habit that is an example of…
ineffective communication
Assuming virtual meetings can be as long as in-person meetings with the same results is a habit that is an example of….
ineffective communication
Neglecting the interpersonal connections you would typically make in a face-to-face work setting is a habit that is an example of….
ineffective communication
Always being available to others; lack of blocked-off personal work time on your calendar is a habit that is an example of….
ineffective communication
When you interact with a variety of people and your relationships are complicated by workplace issues communication becomes….
difficult
The linear model of communication stage 1
Deciding on the message.
A sender decides on a message to send to a receiver to achieve a desired goal.
The linear model of communication stage 2
Encoding the intended message.
The sender encodes the message, meaning that he or she translates thoughts and feelings into specific symbols that can be used to accomplish the intended goal.
The linear model of communication stage 3
Transmitting the message as information.
The message is transformed into physical information (in this case, verbal sounds) so that it can travel over a distance.
The linear model of communication stage 4
Perceiving the information as a message.
The receiver attends to the physical information as it arrives and perceives the symbols used in the message.
The linear model of communication stage 5
Decoding and interpreting the message.
The receiver compares the incoming symbols with meanings stored in her memory and selects those that seem best for interpreting the message.
Whenever you initiate an act of communication, you must have some _____ in mind that helps you decide on the message you want to send and formulate a communication strategy.
Goal
To persuade others that we have a good idea is an example of….
a communication goal in business professional contexts
To Inform is an example of…
a communication goal in business professional contexts
Meaning
A communicator’s subjective response to a stimulus he or she experiences directly, or to the symbols use to label those experiences.
The simultaneous transactions model figure 1
communicators simultaneously encode and decode messages.
senders and receivers are both encoding and decoding all the time and at the same time.
The simultaneous transactions model figure 2
Communicators simultaneously engage in role-taking and feedback.
Because all communicators decode messages and encode replies simultaneously, they act as senders and receivers at the same time.
The simultaneous transactions model figure 3
Communicators are influenced by their prior communication experiences.
What people say and the way they respond during a transaction depend greatly on what has been said before.
The simultaneous transactions model figure 4
Communicators are influenced by their physical surroundings and the channels used for communication.
People communicate differently in different places.
The simultaneous transactions model figure 5
Communicators are influenced by their cultural situation.
Communicators are influenced by their cultural situation. What people say, to whom, and in what way is almost always influenced by culture, or an ongoing social situation that has its own set of behavioral rules
The simultaneous transactions model figure 6
Communicators are influenced by their relationship.
The type of social relationship between communicators, whether they are strangers or intimates, significantly influences their interactions.
What must you need to do to communicate with a diversity of people?
You need to know about the values, language systems, and communication norms of their cultures. In addition, you need to understand the economic and social conditions of their countries
Intercultural Communication
It is communication between and among individuals and groups across national and ethnic boundaries.
When can intercultural communication become problematic for business communicators?
When they begin to believe that the way people in their dominant culture communicate is the only or best way, or when they fail to learn and appreciate the cultural norms of people they do business with.
Ethical lapses and dilemmas, threats to mental health and wellness, communication apprehension, communication incompetence, intercultural insensitivity, and information overload are common barriers…
To effective business communication
In the business and professional context, competent communicators know …
what’s appropriate in a communication situation, cultivate their communication skills, and are motivated to communicate.
A more sophisticated model of communication is the simultaneous transactions model. In this model:
f,e&d, c&e
Feedback flows between the sender and receiver continuously.
Senders and receivers both encode and decode messages simultaneously.
Their communication is influenced by a number of factors, such as culture and experience.
The basic communication process is illustrated by the linear model. In this model:
e,t,p
A sender encodes a message by translating thoughts and feelings into symbols.
The sender then transmits the message through a channel to a receiver.
The receiver attends to message, perceives it, and then decodes it.
Communication is more than simply talking. Communication is a complex and challenging process because:
Communicators vary in their skills and comfort.
Communication can cause misunderstanding and conflict.
Communication problems can be pronounced in business settings.
When we define communication in a technical sense, meaning refers to:
Subjective responses to reality
Communication is neither a good nor a bad thing.
TF
true
Strategic communication involves misleading people.
tf
false
Our constant connection to work and coworkers by way of smartphones, Internet, and social networking, can easily put us in a state of:
Information overload
Communicating without an objective in mind can be:
Harmful to effective business communication
When we select communication behaviors that will facilitate accomplishment of predetermined communication objectives, we are using:
Strategic communication
Meanings of messages are subject to the interpretations of the people working with them.
tf
true
According to this chapter, all situations require face-to-face communication.
tf
false
Complaining about your food or sending it back during a business meal is generally considered poor etiquette.
tf
true
According to aging and communication researcher Robert McCann, one of the primary reasons older and younger people working alongside one another sometimes misunderstand one another is:
They focus on how they are different instead of similar
