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Financial Management > Test 2 > Flashcards

Test 2 Flashcards

0
Q

These 3 elements of face-to-face communication are often referred to as the “three V’s,” which are:

A
  1. Verbal
  2. Voice
  3. Visual
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1
Q

Face-to-face communication incorporates what 3 elements?

A
  1. Words
  2. tone of voice
  3. body language
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2
Q

Message reception may be influenced by . . .

A
  1. voice rate
  2. volume
  3. intonation
  4. pitch
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3
Q

_____________ communication includes: body language, facial expressions & appearance

A

Nonverbal

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4
Q

Nonverbal communication may account for more than ______ % of the way messages are received.

A

90%

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5
Q

Barriers to effective communication include

A
  1. physical barrier
  2. status differentials
  3. time constraints
  4. word choice
  5. culture and gender differences
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6
Q

One of the most common physical barriers to communication is __________.

A

distance

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7
Q

physical barriers can also be ________ such as an office door or large desk

A

symbolic

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8
Q

This type of communication is when the supervisor sends messages to employee and tends to command or instruct.

A

Downward communication

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9
Q

This type of communication occurs when the employee sends a message to the supervisor and tends to inform

A

Upward Communication

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10
Q

_______ barriers are very common in pharmacy settings due to work volume

A

time

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11
Q

__________ barriers occur when people assign different meanings to words

A

Sematic

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12
Q

T/F? Words with ambiguous of vague meanings should be avoided to minimize confusion.

A

True.

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13
Q

Women are more likely to be ________ in workplace communication.

a. direct
b. indirect

A

b. indirect

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14
Q

the act of hearing with thoughtful attention

A

active listening

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15
Q

Active listening is affected by the 4 S’s. . . .

A
  1. Speaker
  2. Setting
  3. Style
  4. Subject
16
Q

When a manager actively listens to their employee, there is an increase in ___________, greater ______________ and better ____________.

A

cooperation, productivity, morale

17
Q

How can you improve listening?

A 
remove barriers
focus on conversation
STOP talking, do NOT interrupt
D'C all other tasks and look directly at the person
listen for messages (verbal & nonverbal)
provide a response or feedback
18
Q

what are common mistakes that threaten authenticity?

A
  • hesitance of distrust in words used to deliver message of characteristics of voice when message is delivered
  • making potentially unpopular announcements without laying the groundwork
  • telling well-intentioned lies or partial truths
  • overlooking the effect of power on relationships
19
Q

What is active voice?

A

When the subject is performing the action

ex. “everyone must read the policy”

20
Q

What is passive voice?

A

When the subject is acted upon

ex. “the policy should be read by everyone”

21
Q

________ voice may be the better option when you do not want to assign blame, directly state who did something or communicate bad news.

A

Passive

22
Q

When are meetings appropriate?

A

when delivering a message that may elicit a strong reaction or when discussion is needed

23
Q

_________ voice should be used when an action is required such as writing letters or emails, business proposals, policies & procedures and other correspondance

A

Active

24
Q

When are memos appropriate?

A

when information is straightforward of unlikely to provoke a strong reaction from a reader

25
Q

What is used to assess an organization’s internal strengths and weaknesses and external opportunities and threats?

A

SWOT analysis

26
Q

External opportunities and threats may be analyzed in terms of STEEP trends which are:

A 
Social
Technological
Economic
Ecological
Political
27
Q

A SWOT analysis may serve as a complement to a _____________, which studies the dynamics of a market within an industry.

A

market analysis

28
Q

What are “Porter’s five forces” used to conduct a market analysis?

A
  1. threat of entry or new competition
  2. threat of substitute products/services
  3. bargaining power of consumers
  4. bargaining power of suppliers
  5. intensity of competitive rivalry
29
Q

What are “organizational outcomes that reflect the mission of the organization and provide movement toward realizing the vision?”

A

Long-term goals

30
Q

What are SMARTER goals?

A 
Specific
Measurable
Acceptable
Realistic
Time-based
Extending
Rewarding
31
Q

The organization’s long-term goals and aspirations

A

Vision

32
Q

The organization’s purpose

A

Mission

33
Q

The organization’s central priorities

A

Values

34
Q

The action plan details ______________ –> overarching activities that ensure an organization accomplished the goals of the strategic plan

A

strategies

35
Q

What should the action plan include?

A 
SMARTER objectives
Tactics necessary to achieve goals
Timeline for accomplishing objectives
assignment of responsibilities
identification of available resources
36
Q

What are the 4 P’s of marketing?

A
  1. product
  2. price
  3. promotion
  4. place
37
Q

What are 3 elements to the plan for monitoring and evaluating?

A
  1. determine monitoring strategies
  2. establish measures/metrics
  3. set a schedule for evaluations

Financial Management (2 decks)

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