Exam 1 Attack Outline Review Flashcards
What is the transactional process model of communication?
The process of how communication is sent and received.
What are some factors that might hinder the process of communication?
noise and interference (EX: physiological distraction, environment)
What are the different levels or communication?
Intrapersonal, interpersonal, group, organizational and public.
What is intrapersonal communication?
communication with yourself.
What is interpersonal communication?
Communication with one other person. (usually another colleague or supervisor and employee)
What is group communication?
Communication with 2 or more people. (put together to complete a common goal; group projects @ work)
What is organizational communication?
Communication with multiple groups of an organization. (used for large tasks)
What is public communication?
Communication between an organization and the public. (EX: using social media, blogs, websites, news)
What are some factors that influence BCOM?
legal & ethical constraints, changing technology, diversity challenges & team environment.
What are some factors that one has to take into account when it comes to legal and ethical constraints?
International & domestic laws, personal values, code of ethics, etc.
What is Socrates triple filter test?
A system used to determine if information is truthful, useful and good.
What are some factors of changing technology that might affect BCOM?
Telecommuting, social media, software apps and being knowledgeable about technology
What is netiquette and why is it important?
practicing respectful behavior on the internet; to maintain credibility and reputation.
What is telecommuting and how does it affect BCOM?
telecommuting is the act of remote working.
How is social media used for communication?
it allows people to communicate by virtually sharing information and ideas while creating content
What are some advantages of using email?
its a faster and more convenient way to share information, its cheaper and reduces the use of paper wastage
What are some advantages of text messages?
alternative to phone calls and used as a social communication tool
What is a weblog and how is it used?
an online journal authored by an individual; used for marketing and commercial publishing
What are different ways to communicate electronically?
through email, instant messaging, weblogs and text messaging
Why is it important to have diversity skills?
makes it easier and more effective to communicate with all kinds of people.
What is cross cultural communication?
process of engaging with different cultural backgrounds.
Define ethnocentrism.
judging another culture using preconceptions from one owns culture
Define stereotypes
an untrue belief that many have with a particular culture
What is a team in business communication?
a small group with complementary skills who work together for a common purpose.
What is horizontal/lateral communication and who is used between?
communication between colleagues or an equal, used to collaborate and solve problems.
Define synergy
two or more people/organizations coming together to create something bigger than themselves separately
What is active listening?
making an effort to comprehend and hear what someone else is saying
What are different listening styles?
causal, information, intensive, and empathetic listening
In group communication explain the process of forming.
getting together for a common cause
In group communication explain the process of storming.
deciding roles and strategies
In group communication explain the process of norming.
the production plan to move forward
In group communication explain the process of performing
the actual doing
What is the process for planning and preparing spoken and written messages?
Consider the contextual forces, determine the purpose, envision the audience, adapt to audience needs, organize the message and prepare the draft
What are the contextual forces to consider when planning and preparing messages?
organizational culture and context of dimension
What is organizational culture?
shared assumptions and thoughts taught to a new employee from an organization.
What are the dimensions of context?
physical, social, chronological and cultural.
What are the channels of communication?
written, oral, nonverbal and visual
When determining the purpose of a message, what should be taken into account?
make sure the reader will understand, establish and maintain credibility
What should be considered when envisioning the audience for preparing messages.
knowing the demographics of the audience, maintain goodwill,
How is a message adapted to an audiences needs and concerns?
protect goodwill, use K.I.S.S, use contemporary language, think about how the audience will view your message
What is the process of organizing the message?
Creating your outline by arranging main ideas in the right order.
Define active voice
when the subject of a sentence or phrase is mentioned before the action or details.
Define passive voice
when the subject of a sentence/phrase is mentioned after the action or details.
What is style when preparing a written message?
the way a writer constructs their sentences, chooses words and sets the tone of their message
What is tone?
it conveys the writer’s attitude toward the message and receiver
What is jargon?
special words/expressions used when communicating with colleagues in the same field.
What is a euphemism?
a more polite word used to substitute an offending word. (EX: darn instead of damn)
What is double speak?
deliberately used to mislead or deceive people by hiding the truth.
Define redundancy
the repetition of words/phrases without adding new meaning or value.
What is coherence?
cohesion; the idea that when writing each sentence flows to the next smoothy
What is direct writing and when should it be used?
leading the message with the main idea and following with details; usually used in positive/neutral messages to get straight to the point
What is indirect writing and when should it be used?
leads with details followed by the main idea; usually used in negative news messaging to soften the bad news
What is buffering and why is it used?
neutral/pleasant statement that creates common ground used to delay/soften the negative news impact
Define goodwill and why its important to establish and maintain it?
an intangible value (trust and respect) between a company and its stakeholders; good for maintaining relationships & building loyalty
Define metacommunication.
nonverbal communication that accompanies a message expressed in words.
What are the two aspects of kinesics communication
visual and vocal communication
What is visual communication under the scope of kinesics messaging
?
gestures, winks, smiles, overall body language
What is vocal communication under the scope of kinesics messaging
?
the way something is being said (intonation & projection)
What are some suggestions for effective meetings?
Distribute the agenda, seek consensus, limit meeting time, manage conflicts
What are some advantages of group communication?
increased collaboration, shared workload, diverse skillset
What are some disadvantages of group communication?
dominance, miscommunication, unequal participation
What is interpersonal intelligence?
the ability to read and empathize the feelings of someone else.
What are meeting meetings?
written record of what was discussed and decided during a meeting
What are the best practices to have when preparing meeting minutes?
create an outline, check off attendees as they join, record decisions, ask for clarity, capture main ideas, record meeting
What should be the layout of a block style letter?
header should include company name & info, then date, then addressed person info, greeting, message, close, signature
What should be the layout of a memo?
begin header with memo, address recipient, address self, date, subject, message
What is Maslow’s hierarchy of needs?
theory that explains and ranks the five levels of human needs
What are the levels to Maslow’s hierarchy or needs?
(1) phycological and (2) safety (3) belonginess (4) self esteem (5) self actualization
What is good messaging?
A message that conveys good news; uses deductive sequence
What is neutral messaging?
a message that brings no emotional response from audience
What is a claim?
a request for an adjustment
What are the two types of claims?
persuasive and routine
What is a persuasive claim?
A claim usually made by sellers to request something with a persuasive argument
What is a routine claim?
a straightforward request made with no persuasion; usually made by the customer
What are the two types of adjustments?
Resale and Sales promotional material
What is an adjustment messge?
fair response by businesses to legitimate request in claims made by customers
What is a resale adjustment?
discussion of goods and services already bought (pricing errors, defective products)
What is a sales promotional adjustment?
corrects or applied missed sales promotions
