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BMM 2209 > S4 - Communication > Flashcards

S4 - Communication Flashcards

1
Q

Act of transmitting verbal & non-verbal information

A

Communication

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2
Q

Exchange process of selling & receiving messages

A

Communication

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3
Q

Less than 35% of the social meaning utilizes verbal communication

A

Communication

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4
Q

How the sales message is given can be as important to making a sale as what is said

A

Communication

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5
Q

Composition of Communication (VVF)

A

Verbal
Vocal
Facial

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6
Q

Composition of Communication [2] (GMMPS)

A

Graphology
Micro-impressions
Macro-impressions
Phonology
Spacial Concept

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7
Q

Basic Communication Model (SEMM DRFN)

A

Source
Encoding Process
Message
Medium

Decoding Process
Receiver
Feedback
Noise

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8
Q

Communication source — “Communicator”

A

Source

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9
Q

Conversion of ideas & concepts into language & materials

A

Encoding Process

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10
Q

Information intended to be conveyed

A

Message

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11
Q

Form of communication used

A

Medium

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12
Q

Receipt & translation — interpretation of information

A

Decoding Process

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13
Q

Intended person to communicate

A

Receiver

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14
Q

Reaction of the communication as transmitted by sender

A

Feedback

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15
Q

Factors that distort communication

A

Noise

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16
Q

Communication Model Components (FES LAP)

A

Feedback
Empathy
Simplicity

Listening
Attitude
Proof Statements

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17
Q

Doesn’t refer to any specific type of listening behavior rather a recognizable receiver’s response aid

A

Feedback

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18
Q

Gathering information & uncovering customer needs using one or more questions

A

Probing

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19
Q

Territorial Space (IPSP)

A

Intimate
Personal
Social
Public

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20
Q

Area around the self that person will allow another person w/o consent

A

Territorial Space

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21
Q

Conveys physical attributes

A

Appearance

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22
Q

Appearance (ASH WPP)

A

Age
Sex
Height

Weight
Physical Characteristics
Personality

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23
Q

Types of Handshake (FPLC)

A

Firm H.
Prolonged H.
Limp H.
Cold Fish H.

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24
Q

Intense & indicative of greater liking & warmer feelings

A

Firm Handshake

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25
Q

More intimate & can cause discomfort

A

Prolonged Handshake

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26
Q

Usually indicating aloofness & unwilling to become involved

A

Limp Handshake

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27
Q

Perceives as unaffectionate & unfriendly

A

Cold Fish Handshake

28
Q

Reminder for Handshake: (MG)

A

Maintain eye contact
Grip hand firmly

29
Q

Shake hands with everyone in the room

A

International Handshaking

30
Q

Women should initiate handshakes

A

International Handshaking

31
Q

Western and Eastern Europeans reshake hands

A

International Handshaking

32
Q

French and Japanese businesspeople shake hands w/ one firm gesture

A

International Handshaking

33
Q

In Arab countries, handshakes are a bit limp and last longer than typical American handshakes

A

International Handshaking

34
Q

Process of communicating nonverbally through conscious/unconscious gestures & movements

A

Body Language

35
Q

Assists us in understanding & decoding what the person is saying or feeling

A

Body Language

36
Q

Latin word “emovere”, meaning “to move out”

37
Q

Outward expression of something inside

38
Q

Events serving as stimulus which can be verbally described

A

Conscious Experience

39
Q

Thoughts & perceptions the event/stimuli

40
Q

Bodily changes during the emotion

A

Physiological Response

41
Q

Actions & reactions

42
Q

Brief involuntary facial expression

A

Microexpressions

43
Q

Universal & occurs as fast as 1/15 to 1/25 of a second

A

Microexpressions

44
Q

Difficult to fake & occurs during high stakes situations

A

Microexpressions

45
Q

Intentional facial displays of emotion
Last 1/2s - 4s

A

Macro-expressions

46
Q

Communication Modes: Non-verbal Signals (BFAHL)

A

Body Angle
Facial Expression
Arm movement
Hand movement
Leg position

47
Q

Types of Messages (ACD)

A

Acceptance
Caution
Disagreement

48
Q

Nonverbal Expressions of Eyes (EBP)

A

Eye Gaze
Blinking
Pupil Size

49
Q

Interested & paying attention
Prolonged contact is threatening
Breaking eye contact indicates distraction

50
Q

Distressed/uncomfortable

A

Rapid Blinking

51
Q

Intentionally controlling eye movements

A

Infrequent Blinking

52
Q

Attraction to one another

A

Bedroom Eyes

53
Q

Shows interest

A

Highly Dilated

54
Q

Communication Barriers (DBSI DDPHN)

A

Difference in perception
Buyer doesn’t recognize a need to buy product
Selling Pressure
Information Overload

Disorganized Sales Presentation
Distraction
Poor Listening
How & What You Say
Not adapting to buyer’s style

55
Q

How & What You Say (CCCC)

A

Controlled Talk
Caring Talk
Conniving Talk
Careless Talk

56
Q

Thinks before speaking

A

Controlled Talk

57
Q

Seeking to encourage

A

Caring Talk

58
Q

Desire to twist truth

A

Conniving Talk

59
Q

Leads into destruction

A

Careless Talk

60
Q

Ability to change peoples beliefs, position, or course of action

A

Persuasion

61
Q

Ability to identify & understand person’s feelings, ideas, or situations

62
Q

Deriving meaning from sounds heard

63
Q

Levels of Listening (MEA)

A

Marginal L.
Evaluative L.
Active L.

64
Q

Blank stares, nervous mannerisms & gestures that may annoy

A

Marginal Listening

65
Q

Categorizes statements & concentrates on preparing response

A

Evaluative Listening

66
Q

See other’s point of view
Attention is not only on spoken words but on thoughts, feelings & meaning conveyed

A

Active Listening

67
Q

Substantiate a persons claim

A

Credibility | Proof Statements

BMM 2209 (4 decks)

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