EXAM 1 CH. 1,2,8,10 Flashcards
active listening
a person’s willingness and ability to hear and understand. At its core, active listening is a state of mind. . . . It involves bringing about and finding common ground, connecting to each other, and opening up new possibilities
channel
A type of communication pathway used to convey a message. May include face-to-face, email, text message, or voice mail, among others.
cognitive complexity
The ability to consider a variety of explanations and understand a given situation in multiple ways.
communication competence
The ability to communicate in ways that are effective and appropriate in a given situation.
content dimension
The literal information being communicated by a message.
context
The physical and psychological environment in which a message is communicated.
decode
To interpret a message.
emotional intelligence
A person’s ability to “perceive and accurately express emotions, to use emotion to facilitate thought, to understand emotions, and to manage emotions for emotional growth.”
empathy
The ability to be “other-oriented” and understand other people’s thoughts and feelings.
encode
When formulating a message, putting an idea into the form of language or a nonverbal behavior that the receiver can understand.
emotional quotient (EQ)
a person’s level of emotional intelligence.
ethics
Guides us in judging whether something is morally right or wrong.
explicit rules
Rules that have been clearly articulated as direct expectations for communicative behavior.
feedback
A receiver’s various verbal and nonverbal reactions to a message.
formal professional networks
Types of professional relationships that generally have clear lines of authority and reporting structures, shoulder standard sets of responsibilities, and require accountability to other members of the network.
implicit rules
Rules that almost everyone in a certain social group knows and follows, even though no one has formally expressed them.
informal communication
Communication that is generally less bound by protocols, rules, structure, and politeness, typically found in informal professional networks.
informal professional networks
Voluntary professional connections—such as friendships formed with co-workers—rather than formal reporting structures.
metacommunication
Communication about communication.
noise
Anything that interferes with a receiver’s ability to encode or decode a message.
post-trust era
The current climate in which people overwhelmingly view businesses as operating against the public’s best interests and the majority of employees view their leaders and colleagues skeptically.
rapport
A sense of harmony, goodwill, and caring among people.
relational dimension
The signals in messages about the nature of the relationship in which they’re shared.
self-monitoring
Being aware of our own behavior and its effects on others.
co-cultures
Group of people who share values, customs, and norms related to mutual interests or characteristics besides their national citizenship.
collectivistic culture
A culture in which people are taught that their primary responsibility is to their families, their communities, and their employers.
cultural centrism
The belief that our own culture is superior and the correct lens from which we judge other cultures.
ethnicity
A person’s perception of his/her ancestry and heritage.
feminine culture
A culture in which people tend to value nurturing behavior, quality of life, and service to others, all stereotypically feminine qualities.
high-contact culture
A culture in which people usually stand or sit fairly close to one another and touch one another frequently.
high context-culture
A culture in which people are taught to speak in an indirect way, and that maintaining harmony and avoiding offense are more important than expressing their true feelings.
high-power-distance culture
A culture in which people believe that certain individuals or groups deserve more power than others, and that respecting power and privilege is more important than promoting equality.
individualistic culture
A culture in which people believe their primary responsibility is to themselves.
intimate distance
The zone people willingly occupy with only their closest and most intimate friends, family members, and romantic partners; ranges from 0 to approximately 1½ feet.
low-contact culture
A culture in which people keep great amounts of personal space between themselves and touch one another less frequently.
low-context culture
A culture in which people are expected to be direct, to say what they mean, and to use language that is specific and concrete.
low-power distance culture
A culture in which people believe that all individuals are equal and that no one person or group should have excessive power.
masculine culture
A culture in which people tend to cherish stereotypically masculine values, such as ambition, achievement, and the acquisition of material goods.
monochronic
Concept of time as a commodity. (time is valuable)
nationality
A person’s status as a citizen of a particular country.
outgroup homogeneity effect
The tendency to think members of other groups are all the same.
personal distance
The distance people typically maintain with their friends and relatives; extends from 1½ to about 4 feet.
polychronic
Concept of time as more holistic and fluid and less structured.
projected cognitive similarity
The tendency to assume others share our cultural norms and values.
public distance
Distance that applies when someone is giving a speech or performing in front of a large audience. The purpose is to keep the presenter far enough away from the group that he/she is comfortable and visible to everyone. Public distances are usually 12 to 25 feet or greater, depending on the circumstance.
social distance
Distance used with customers, casual acquaintances, and others to convey more formal, impersonal interaction; ranges from about 4 to 12 feet.
societies
Group of people who share the same culture.
socioeconomic status
A measure of a person’s financial and social position relative to that of others.
stereotypes
A generalization about a group or category of people that can have a powerful influence on the way we perceive others and their communication behavior.
uncertainty avoidance
The extent to which we try to avoid situations that are unstructured, unclear, or unpredictable.
abilities
Skills and knowledge we can apply to accomplishing work tasks, such as using accounting software or conducting marketing surveys.
attributes
Personal traits or characteristics.
chronological resume
Résumé that presents the information grouped by work and education over time.
functional resume
Résumé that presents the information in terms of key skills.
informational interview
An interview with a successful and accomplished professional to seek out career advice.
networking
A proactive approach to building professional relationships to achieve shared company, career, and professional development goals.
solicited cover letter
A cover letter for an open position that a company advertises.
unsolicited cover letter
A cover letter that states your interest in working for a company that is not actively requesting job applications.
active incivility
Direct forms of disrespect (being condescending or demeaning, saying something hurtful).
blog
A discussion website on which posts are arranged chronologically, similar to a journal format.
cyber incivility
The violation of respect and consideration in an online environment based on workplace norms.
cyber silence
Nonresponse to emails and other digital communications.
dashboard
The front page when an employee logs in to an internal digital platform, which operates as his/her communication and information hub.
defusing (an uncivil email)
Focus on task-related facts and issues in your reply.
flames
Emails or other digital communications with “hostile intentions characterized by words of profanity, obscenity, and insults that inflict harm to a person or an organization.”
internal digital platform
Platform provided by most organizations to organize communication among employees; may include many tools, including a dashboard, blogs, and discussion forums.
microblog
Short comment that typically contains just a few sentences; also called status update.
negativity effect
Effect causing people to perceive messages as negative that are meant to be neutral.
neutrality effect
Effect causing people to perceive messages with an intended positive emotion as neutral.
passive incivility
Using emails for time-sensitive messages rather than more direct and efficient forms of communication, or not acknowledging or replying to emails.
project blog
Blog that is organized around a particular project that generally is completed by a temporary team.
public relations
Defined as “the management function that establishes and maintains mutually beneficial relationships between an organization and the various publics on whom its success depends.”
reinterpretation
Adjusting your initial perceptions by making more objective, more fact-based, and less personal judgments and evaluations.
relaxation
Releasing and overcoming anger and frustration so that you can make a more rational and less emotional response.
team blog
Blog that is typically organized around a formal work team
One reason we communication is to strengthen our bond with people close to us or, in other words, to serve our ______ needs.
relational
Rafael, an assistant urban planner, consults with many stakeholders about a proposed development project in the downtown area. This communication is driven by his __________ needs.
instrumental
The dimension of communication that consists of the literal information being expressed is called the __________ dimension.
content
Language is considered arbitrary because
words mean only what their users decide they mean
The totality of learned, shared symbols, language, values, and norms that distinguish one group of people from another is called
culture
Which of the following is an example fo a collectivistic country?
Japan
Claire is having trouble understanding what her manager is asking her to do. She thinks she may have let him down, but she is not sure because her manager is using vague language to describe his concerns. Which of the following cultural differences could explain this miscommunication?
high- context versus low-context
The extent to which people try to avoid situations that are unstructured, unclear, or unpredictable is known as
uncertainty avoidance
In an interview, Lupe provides an example of her personal integrity by explaining how she pointed out a flaw in her design to the client and promised to fix it free of charge even though the client had not noticed it. By doing so, Lupe demonstrated__________.
character
Which of the following is a behavior of effective professional networkers?
sharing information
The typical length of an informational interview is
20 to 30 minutes
After many years in the apparel industry, Terrence is applying for a product manager position. His résumé should list his previous work experience in __________ order.
reverse chronological
Email is best used for _______ messages.
routine
Which of the business messages described below is best suited for an email?
Charles wants to send a summary of yesterday’s meeting to those that attended.
Good subject lines for email are usually _________ words long.
5 to 10
In emails, the most critical information should be placed
at the beginning
Which example would most likely cause information overload?
Herbert includes several interesting but nonessential attachments with his email.
What are the three components of credibility?
- Competence
- Caring
- Character
How long do you have to give a recruiter your main credentials?
15 to 30 seconds
20% of recruiters say they spend less than __________ reviewing a resume
2 minutes
