Exam Prep Flashcards
What are the five types of gestures as suggested by Paul Ekman and Wallace Friesen?
The five types of gestures are:
Emblems—gestures that can be easily translated into unequivocal verbal statements, like waving goodbye or holding a palm outward to signal “stop.”
Illustrators—non-verbal behaviours that accompany speech and depict what is said verbally, such as wagging a forefinger at another person during a reprimand.
Affect displays—gestures that convey emotion, primarily through the face, like a smile.
Regulators—gestures that control interaction, such as leaning forward to signal entry into a conversation.
Adaptors—body movements that aid in the release of bodily tension due to new or anxious situations, like crossing your arms or tapping a pencil.
FIGURE 2.6 The Three Classes of Vocalic Cues
FIGURE 2.5: The Three General Domains of Non-Verbal Skills
What are the four main theoretical frameworks used in studying communication?
The four main theoretical frameworks are
rhetoric (the use of language to persuade an audience),
semantics (the study of the words and symbols we choose),
semiotics (the study of how meaning is assigned and understood),
and cybernetics (the study of how information is processed and how communication systems function).
FIGURE 2.4 Non-verbal Communication Cues Can Play Five Roles in Relation to Verbal
Communication
What are the five key “dimensions” of culture as identified by Geert Hofstede?
Hofstede identified five dimensions of culture:
Power distance - the degree to which less powerful members of a group expect and accept that power is distributed unequally.
Uncertainty avoidance - a society’s tolerance for ambiguity and comfort level with new, unstructured, or unknown situations.
Individualism vs. collectivism - the degree to which people are integrated into groups and expected to take care of others.
Masculinity vs. femininity - related to the societal distribution of emotional roles and values between genders.
Short-term vs. long-term orientation - the degree to which societies are future-focused (long-term orientation) or anchored in the past or present (short-term orientation).
FIGURE 3.1 The Three Components of the Rhetorical Situation
FIGURE 3.2 The Five Overlapping Steps of the Writing Process
What are the six defining characteristics of a discourse community according to John Swales?
The six defining characteristics are:
communal interest and a common public goal;
a forum for participation and intercommunication;
exchange of information and feedback;
genre development;
specialized terminology;
and expertise.
What is the content-organization-style (COS) method in editing?
The COS method involves three stages of editing:
content (ensuring the document is complete and clearly expresses its main points),
organization (ensuring the document’s main message is clear and logically related to other parts), and
style (checking the tone, sentence structure, grammar, and punctuation).
What is prewriting in the context of communication?
Prewriting involves analyzing the writing task—its purpose, scope, audience, context, channel, and other details—before you start writing.
It helps in tailoring the message to the reader’s needs and adapting it to the situation.
What are the components to consider during the prewriting process?
During prewriting, consider the primary purpose of the document, the scope of the subject, audience’s needs, the most appropriate medium or channel for the message, the most effective design or layout, the information to be exchanged, supporting points, and crafting a story or stories that will appeal to the audience’s needs.
What are the four main methods for organizing and outlining information in business communication?
The four main methods are
sequential development,
chronological development,
general-to-specific development,
and cause-and-effect development.
What is a discourse community in writing?
A discourse community is a group of communicators who share a goal or an interest in adopting a way of participating in a public discussion, including the use of particular genres, registers, and terminology.
What are the six defining characteristics of a discourse community according to John Swales?
The six defining characteristics are:
communal interest and a common public goal;
a forum for participation and intercommunication;
exchange of information and feedback;
genre development;
specialized terminology;
and expertise.
FIGURE 3.8 Collaborative Writing Strategies
What three steps should be taken during a critical read-through?
Step One is ensuring completeness,
Step Two is checking structure and coherence,
and Step Three involves ensuring accuracy.
What is plain style or plain language?
Plain style or plain language is a style of writing that values simplicity, directness, and clarity.
It makes it acceptable to write in the same everyday language that you use when you speak, putting the reader first and making information meaningful.
What are some common-sense principles that characterize plain style?
Use common, everyday words.
Use reasonable sentence lengths.
Use the active voice and phrasal verbs.
Place the subject as close as possible to the verb.
Use personal pronouns like I, you, and we.
Use clear, unambiguous language.
Question: What are the guidelines for effective word choice in communication?
Use language that is plain and familiar, fresh and current, specific and functional, and factual and ethical.
What is tone in business communication?
Tone refers to the writer’s implied attitude toward the subject and readers, reflected by word choice.
How does tone in written communication create an impression?
In written communication, tone is conveyed through the words used and the length and structure of sentences, as vocal inflection and visual cues are absent.
What factors influence the appropriate tone in workplace communication?
The writing situation, purpose, and channel of communication determine the appropriate tone in workplace communication.
What is the recommended style for most business writing?
Most business writing aims for a mid-level style that is fairly conversational and moderately informal, meeting the needs of a wide audience
What are the elements of a mid-level writing style?
The elements of a mid-level writing style include an even-handed, efficient, and conversational tone, a mix of familiar words and business terms, correct grammar and standard punctuation, manageable sentence structure, single-word and phrasal verbs, occasional contractions, personal pronouns, and limited forms of personal address.
What should be avoided in a mid-level writing style?
A mid-level writing style should avoid slang, legalisms, long words, and outdated language, as they can create an impression of carelessness and suggest poor work habits.
What is personal style in writing?
Personal style in writing is characterized by the free use of first- and second-person pronouns (I, me, we, us, you). It creates a sense of warmth, friendliness, and candor, helping to build rapport and engage readers
Characteristics of the Personal Style
What is impersonal style in writing?
Impersonal style in writing uses only third-person pronouns (he, she, it, one, they). It sounds detached yet objective, emphasizing facts and concepts rather than the writer’s perspective.
Characteristics of Impersonal style
What are some strategies for writing with confidence?
Select the right level of formality and choose words in the appropriate register.
Be positive and use constructive language, avoiding dwelling on negatives.
Stress reader benefits and relevance by adopting a sincere you-attitude.
Show courtesy and consideration by being polite.
Use inclusive language and avoid discrimination by using bias-free terms.
Be firm and decisive in your writing, but avoid arrogance.
What are “voice” and “phrasal verb” in writing?
“Voice” is a term that describes a verb’s ability to show whether the subject of a sentence acts or is acted upon.
A “phrasal verb” is a verb that combines with one or more prepositions to deliver its meaning.
What are the four types of sentences?
The four types of sentences are:
Simple sentences
Compound sentences
Complex sentences
Compound-complex sentences
Define a simple sentence.
A simple sentence is a sentence containing one independent clause.
What are the three processes of influence necessary for overcoming resistance in persuasive writing?
The three processes of influence are:
compliance through rewards/benefits or punishments,
identification or finding commonality,
and internalization or affirmation of goals and values.
What are the key elements in creating a convincing persuasive message?
Key elements include reasonable propositions, well-framed arguments, vivid supporting evidence, and an effort to establish credibility and rapport in a way that makes the message relatable to the reader.
What is Maslow’s hierarchy of needs?
Maslow’s hierarchy of needs is a motivational theory consisting of five tiers. From the bottom to the top, these tiers represent
physiological needs,
safety and security,
love and a sense of belonging,
esteem,
and self-actualization.
These needs motivate human behavior.
What is the three-step plan of an indirect persuasive strategy?
The three-step plan involves obtaining interest by defining a problem or stating a relevant fact, proving how the proposal or product can benefit the reader, and asking for action linked to reader benefits
What are the steps to follow when writing a problem-solving memo?
The steps to follow when writing a problem-solving memo are
summarizing the problem,
explaining how the problem can be solved,
minimizing resistance by anticipating possible objections and counter-arguments,
and asking for a specific action while setting a deadline for the readers to act or respond.
What are the steps to follow when presenting a persuasive claim request?
When presenting a persuasive claim request, you should gain
positive attention,
prove your claim is valid by describing the problem calmly and credibly with supporting data,
and ask for a specific action such as a refund, replacement, or apology while expressing confidence in the company’s ethical standards
What are the key elements of an effective informative memo or e-mail?
An effective informative e-mail or memo must be clear and direct. It should have a clearly worded subject line, direct opening, clear explanation, follow-up instructions (often in a numbered list), good closing, and positive emphasis. This supports the informative aim of the message.
What are some key characteristics of effective goodwill messages?
Effective goodwill messages should be
personal,
including individualized details that make them meaningful.
They should be sent promptly to show care and should be spontaneous, short, and sincere, avoiding clichés and instead imagining what the reader would appreciate hearing.
FIGURE 7.17 Characteristics of good instructions
How can you introduce multiple requests or questions in a direct-approach message?
Use a summary statement to politely draw the reader’s attention to the questions that follow.
Three Categories of Bad News Messages
Four-Part Structure Writing Plan for the Indirect Approach
What types of buffers can be used in bad news messages?
Appreciation: Thanks readers for their interactions.
Good or neutral news: Relevant good or neutral news related to the main message.
General principle or fact: Outlines organizational policies or practices.
Chronology of past communications: Retraces events or correspondence relevant to the current situation.
Statement of agreement or common ground: Refers to a relevant view shared by the writer and reader.
Apology or statement of understanding: Expresses sympathy or regret for what has happened.
Compliment: Praises the reader’s efforts without false flattery.
What should be avoided when explaining the bad news in a negative message?
When explaining the bad news, avoid:
- Divulging confidential or legally sensitive information that may be damaging,
- Expressing personal opinions that might be mistaken for the view of your organization, and using words that are known to create resistance.
- Phrases that beg the reader to agree with you, and show respect by taking the matter seriously.
Four-Part Structure Writing Plan for the Direct Approach Unfavorable news
Figure 10.5: Use this three-part writing plan for your cover letter
FIGURE 11.1 The quality of a report and its effectiveness depend on three things that you, as a writer, need to control: content, clarity, and skimmability.
TABLE 12.1: Informal vs. Formal Reports: Quick-Reference Chart
Subordinate Conjunctions
Relative Pronouns
What are the three basic principles for creating emphasis through style?
Figure: Paragraph Length
