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20 Cards in this Set
- Front
- Back
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Identify and define Internal and External customers |
Internal Customers- Your fellow employees, inside and outside the department where you work, to whom you provide services or assistance. External Customers- People outside the workplace with whom you need to build a good working relationship for success on the job. |
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Describe how business communication is cooperative, not competitive |
Cooperative- |
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what are the four communication skills categories ? |
listening speaking reading writing |
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Define Communication |
A process by which information is exchanged between two individuals through a common system of symbols, signs, or behaviour |
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List the 5 Aspects of the communication process. |
Source Signal Transmittal Channel Receiver |
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Give some examples on how a communicator could assess how her message is being received? |
smiling leaning forward nodding |
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Define structured and unstructured communication. |
Structured- recorded document in some form. Unstructured- more flexible and open ended |
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List 5 examples of structured communication in an organization. |
less subject to change more widely known company newsletter weekly meeting teaching assistants |
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Give some examples of where and when an employee could participate in the Grapevine |
Company social events, Outside of work, Water Cooler Station |
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Define Communication Patterns |
patterns that groups use to communicate within each other. |
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Different type of communication patterns |
The Barbell The Triangle The Broken Triangle The pyramid The Series The circle The Hub and Spokes Legs The Crossfire |
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Define Assumption |
A belief that something is true without proof or demonstration. |
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what are Directional Differences |
Upward Communication- allows the upper levels to keep informed and gives the lower level the chance to participate in the decision making process. Downward Communication- builds a sense of team spirit and mutual dependence through shared knowledge Lateral Communication- helps to creates social bonds and build credibility for an organization's message |
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Discuss four ways that assumption can lead to mistakes and misunderstandings. |
jumping to conclusions focusing on intentions thinking you know best stereotyping |
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List five tips for avoiding the negative side of assumptions. |
deal with each person as individual listen first avoid generalizations communicate first make safest assumption of them all |
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explain the differences between immediate and delayed feedback |
Immediate Feedback- an audience flash a sign of approval, disapproval, frustration Delayed Feedback- feedback arrives too ate to make on the spot adjustment, eg emails, |
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what are the six barriers that prevent an audience from understanding a message? |
physical barrier cultural barriers motivational barriers emotional barriers language barriers non verbal barriers |
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list six misconceptions that get in the way of successful in intercultural communications. |
everyone is essentially like me others lack of my advantage our differences want matter once we get together dont worry i speak the language they have to respect my knowledge we're all interested in the ''bottom line'' |
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discuss examples of traditional, electronic and conversational types of communication within an organization. |
Traditional- bullet boards, letters, paper memo's reports, telephone calls. Electronic- emails, internet, texting, and video conference |
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explain what does closing the loop mean |
following through and getting back to others. informing them of what happens or what you found |
