Cps Office Admin Chapter 4

Front 1

Most prominent element in nonverbal communication that refers to posture, facial expressions, eye contact, gestures, and physical movements; the study of nonverbal body motions and communication is known as kinesics. (4)

Back 1

Body language

Front 2

Long-distance telephone call that allows the caller to charge the service to a specific account number. (4)

Back 2

Calling card call

Front 3

Connecting device between the speaker (sender) and the listeners (receivers) through which the message is sent. (4)

Back 3

Channel

Front 4

Operator-assisted telephone call that will be paid by the person or company receiving the call. (4)

Back 4

Collect call

Front 5

Telephone call amoung three or more people in different locations arranged through a firm providing conference call services. (4)

Back 5

Conference call

Front 6

Process of gaining an understanding of the information being presented. (4)

Back 6

Content listening

Front 7

Long-distance telephone call that allows the caller to charge the service to a specific account number. (4)

Back 7

Credit card call

Front 8

Evaluating the information being presented in terms of logic, validity, and implications for individual performance. (4)

Back 8

Critical listening

Front 9

Evaluative message that communicates positive and/or negative reactions to a specific act or performance. (4)

Back 9

Criticism

Front 10

Process by which the listener (receiver) interprets the meaning(s) of the message. (4)

Back 10

Decoding

Front 11

Placing a long-distance call to another telephone number without the intervention of an operator. (4)

Back 11

Direct-distance dialing

Front 12

Face-to-face conversations, telephone calls, meetings, and conferences best used when personal contact is necessary for sharing information. (4)

Back 12

Direct personal channels

Front 13

Understanding the speaker's emotions and feelings about the topic of the presentation. (4)

Back 13

Empathic listening

Front 14

Process of assigning and organizing symbols such as words or gestures to formulate the message to be sent. (4)

Back 14

Encoding

Front 15

Context in which communication encounters take place. (4)

Back 15

Environment

Front 16

Receiver's response to a message that helps the sender determine whether the message sent was truly received and understood. (4)

Back 16

Feedback

Front 17

Written memoranda, notices on bulletin boards, and electronic mail messages used to communicate a snall amount of information about a single topic that needs to be transmitted quickly in a simple, straightforward manner. (4)

Back 17

Impersonal channels

Front 18

Sender's interpretations of the information conveyed in a message, which may or may not be the same as the receiver's interpretation. (4)

Back 18

Intended meaning

Front 19

Face-to-face converstions, telephone calls, and meetings that allow for questions and concerns to be immediately addressed and information readily exchanged. (4)

Back 19

Interactive channels

Front 20

Mental process that involves sensing, seeing, and interpreting what is being communicated (4)

Back 20

Listening

Front 21

Set of related physical and mental activities usually considered in sequence that involves different types of listening. (4)

Back 21

Listening process

Front 22

External, internal, or semantic distractions that can occur at virtually any time or point in the communication process. (4)

Back 22

Noise

Front 23

Aspect of the information exchange that is beyond words--body language, paralanguage, space and distance, touch, and apparel. (4)

Back 23

Nonverbal communication

Front 24

Exchange of informtion between speakers (senders) and listeners (receivers) in which those roles are shared. (4)

Back 24

Oral communication

Front 25

Communication effect of speed, intensity, volume, accent, and even silence on spoken words in the message. (4)

Back 25

Paralanguage

Front 26

Receiver's interpretation of the information conveyed in a message, which may or may not be the same as the sender intended. (4)

Back 26

Perceived meaning

Front 27

Operator-assested telephone call from one person to another person that is charged to the caller only if the person being called is able to answer the call. (4)

Back 27

Person-to-person call

Front 28

Communication that acknowledges the effective work of others. (4)

Back 28

Praise

Front 29

Way people structure their space or territory. (4)

Back 29

Proxemics

Front 30

Meanings assigned to the words used when communicating with others. (4)

Back 30

Semantics

Front 31

Source of a message known as the sender. (4)

Back 31

Speaker

Front 32

Telephone call placed from one telephone number to another telephone number. (4)

Back 32

Station-to-station call

Front 33

Situation that occurs when two people keep trying to reach each other by telephone without success. (4)

Back 33

Telephone tag

Front 34

Telephone message system that permits callers to record messages digitally according to prerecorded instructions. (4)

Back 34

Voice-mail system

Front 35

Alphabetic listing of all telephone numbers assigned within a given city or area. (4)

Back 35

White pages

Front 36

Classified section of the telephone directory that uses a subject index of products and services as the basis for presenting informtion about provider organizations. (4)

Back 36

Yellow pages