Managerial Com. First test ch. 1-7 Flashcards
Human communication
the process of understanding our experiences and the experiences of others through the use of verbal and nonverbal messages
Professional excellence
Must demonstrate excellence as a communicator. It is not merely communicating a message effectively or simply demonstrating communication competencies, it means being recognized for your skills as a communicator and serving as a role model to others
Communication bravado
perceiving their communication as effective, while those around them perceive it as ineffective. Ineffective communicators view communication as simply talking, while effective communicators know it is far more complicated
Communication model
There are roles of sender and receiver. The sender encodes the messages with verbal and nonverbal cues to help others understand what you mean. The receiver decodes your message, and you find out if your message was successfully transferred. A message is sent during this interaction, you cannot not communicate. Feedback is sent from the receiver to the sender, another message. The channel is the method by which your send your message (email, face-to-face). Context is the location, time, and occasion where communication occurs. External noise is the distractions such as audible talking during a meeting, ruffling of papers, etc. that interfere with a communicator’s ability to focus on the message. Internal noise is any internal condition that interferes with the communicators ability to focus on the message (hungry, tired, etc.)
Communication rules
Shared understanding of what communication means and what constitues appropriate communication given the context. Regulative rules are when, how, where, and with whom to talk about certain things. Constitutive rules define what communication means by prompting us to count certain kinds of communication, learning what counts as paying attention, showing affection, and being inappropriate
Verbal communication
both our words and our verbal fillers, they are created through language
Non-verbal communication
AKA body language, includes all the ways we communicate without words. It is communication other than written or spoken language that creates meaning for someone. Codes of nonverbal communication are: vocal expression, space, environment, territory, physical appearance, body movement, gestures, postures, facial/eye expressions, touch
Hall’s personal space bubbles
Intimate space: 0-18 inches, giving hugs, handshakes. Personal space: 18 inch-4 feet, friends and family space. Social space 4-12 feet, where we expect our acquaintances to stay. Public space: 12-25 feet, distance standing in public speaking in front of an audience or passing strangers
Communication apprehension
Individual’s level of fear or anxiety associated with either real or anticipated communication with another person or persons
Context-based communication apprehension
describes a fear of communication in certain contexts (public speaking)
Audience-based communication apprehension
explains a person’s fear of speaking to certain people or groups
Situational communication apprehension
refers to apprehension to communicate in specific sets of circumstances
Causes for apprehension
Novelty: doing something you don’t do every day (giving a speech). Formality: being in the spotlight can increase nervousness. Subordinate status: someone is in charge of you, his higher status increases anxiety. Peer evaluation: concerns how your peers will evaluate you. Dissimilarity: feeling different from the audience, having little or nothing in common. Conspicuousness: feeling as though you are in the spotlight. Lack of attention: if you feel the listener is bored and uninterested in your speech. Prior history: having a bad experience before.
Resumes
a resume provides a picture of who you are as an employee by highlighting your skill set. A good one illustrates how you fit in the position and organization as well as the skills you possess. Must have contact info, an objective, education, experience (work or related), can have skills, may include (not always) awards and hobbies and references
Generic resume
the starting point for resume, includes contact info, experience, education. Work toward customized resume off of this
Customized resume
Highlights certain points of strength related directly to the position you are applying for
Chronological resume
most common, emphasizes employment/or experience history, listing elements in reverse chronological order
Functional (skill based) resume
emphasizes skills and attributes that can be applied to a variety of employment situations, skills are broken down into categories that quickly communicate to employers what you can do for them.
Combination resume
combines elements of the chronological and functional resume to highlight what skills or experience you have
Cover letters
cover letters accompany your resume and serve to introduce you as a potential employee, highlight your resume, and demonstrate your writing skills. State that your interested in a specific position, then highlight why you are qualified for this position, making specific reference to the required skills and qualifications noted in the job posting
Reference sheet
part of your resume that has references to which employer can contact to learn more about you
Interview
Before interview you should prepare your message, anticipate questions, script answers, practice your answers, prepare your appearance, and reduce nervousness.
Assimilation
the adjustment period of “settling in” that’s common for anyone starting a new job
Socialization
the experiences we have that shape our attitudes, perceptions, emotions, and communication choices in the workplace
Organizational culture
the way an organization operates, the attitudes the employees have, and the overall tone and approach to any given business
Artifacts
temporary embellishments (furniture, jewelry, signs) or objects characteristic of a particular culture or institution that provide info about personalities, attitudes, group affiliation, and organizational membership
Cultural rituals
practices, behaviors, celebrations, and traditions common to people, organizations, and institutions
Jargon
the terminology or language of a given field or profession
Narrative
stories we use to come to understand the organizational culture and one another
Worldview
culture’s orientation to supernatural, human, and natural entities in the cosmological universe and other philosophical issues influencing how its members see the world
Cultural competency
refers to the level of knowledge a person has about others who are different in some way in comparison to himself or herself
Perception checking
asking others if one’s perceptions or sense of understanding is correct or incorrect
Stereotype
the way humans use their minds to perceive others as belonging to a social group
Diversity
ethnicity, language, religion, diability, gender, sexual orientation
Interpersonal communication
the cocreation of meaning through two or more people interacting
Layers of communication
explicit message (content layer): the topic that is being directly discussed. Relational message (layer): the way that someone will receive the message through the tone of voice, expressions, how the message was said
Hearing vs. listening
listening is understanding and processing what was being said, cognitively processing it by tuning out distractions. Hearing is hearing the sounds being said, but not having it register
Message overload
receiving too much info at once, making it difficult to stay focused on the primary message being communicated
Listening strategies
informational listening: listening for details, selectively picking out what you want/need to hear. Critical listening: trying to evaluate or judge a message. Empathetic listening: listening without judgment, hope interviewer practices this. Passive listening: not showing feedback when listening. Active listening: being interested in the person talking and giving feedback
Three types of work relationships
superior/subordinate, co-worker relationships, customer-client relationships
Semantic-information difference
a difference in perception that exists between employees and supervisors over fundamental things such as organizational issues or basic job duties
Upward distortion
the alteration of messages sent from subordinates to supervisors
Informal communication network/grapevine
regularly occurring lines of communication that exist within an organization but that not prescribed by the organizational chart
Contractual
stay within the role or expectation of the supervisory so that you can develop a positive relationship
Communication privacy management (CPM)
theory that describes how people establish rules about privacy and manage privacy using spatial metaphors
Self-disclosure
the sharing of information that people cannot learn about us unless we reveal it to them
Electronic aggression
a form of aggressive communication in which people who interact on professional topics are filled with emotionality and aggression
Email etiquette
spell-checked for mechanical and grammatical errors, free of jokes, doesn’t contain harassing, negative, or aggressive language; illustrates professional excellence; free of racist, sexist, or discriminatory language; free of sexual language, violence, and pornographic images
Information overload
when information, requests for feedback, taking on new projects, responding to questions, answering the phone, and taking required online classes for work on top of attending to our loved ones, children, pets, and other family matters leave us feeling stressed and as though things are spinning out of control
Chronemics
the study of time as communication
Asynchronous time
when messages are posted at one time and read at another time
Synchronous time
communication with little lag time between comments
Specific vs. general language
General language is vague, and easily misinterpreted. Specific language used facts, percentages, other concrete facts so conclusions can be made
Business letter
used to communicate formal matters in business. Use this form of correspondence when you want to write a cover letter to accompany your resume, announcing business news, or change in operating procedures. Should have letterhead, date, address of recipient, opening, body, closing, signature.
Employee review
Serve as a form of written communication used in business and professional settings to provide feedback to employees about how they are performing on the job
Recommendation letter
a form of written communication used to provide a documented reference for students and professionals. Is needed when a college/university or employer requests one.
Thank you note
written communication used to express appreciation to coworkers and clients. Should have one after interview, hand-written is best
Memo
typically a short note or update distributed in business. Memos should be reserved for communicating info that’s critically important (date: to: from: re:)
Process directive
descriptions of new policies/procedures and changes to those that are already in place. Distributed to the employees or department that the directive impacts and are filed as official documents of organizational policy
Proposal
utilized in many business and professional settings to propose products and services to potential clients
Report
written communication used to summarize research or assessment findings to inform managers about important issues related to business
