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18 Cards in this Set
- Front
- Back
• Main categories of business communication
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1. Internal-operational communication – internal stakeholders
2. Externtal-operational communication – general public, suppliers, customers 3. Personal communication – talking, gossip, grapevine |
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• Communication networks
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o Formal network – (memos, instructions, announcements) upward, downward, lateral communication of business
o Informal network – personal communication, grapevine |
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• Contexts for communication
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1. Organizational context – how you communicate is determined by the organization you are presenting
2. Professional context – how you communicate can depend on receivers profession 3. Personal context – who you are as a person, what’s going on in your life, what is your culture |
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• Business communication model
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1. Sender has an idea
2. Sender encodes idea 3. Sender transmits idea 4. Receiver gets message 5. Receiver decodes*** 6. Receiver sends feedback |
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• Drucker’s theory (list)
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1. Communication is perception
2. Communication is expectation 3. Communication makes demands 4. Communication and information are different and opposite but interdependent |
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1. Communication is perception
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1. Communication is perception
a. The communicator in an exchange is the recipient b. Perception capacity is the amount of info a recipient can receive until they just hear noise – “talk like a carpenter to a carpenter” |
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2. Communication is expectation
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2. Communication is expectation
a. You hear what you want to hear b. “love is blind” |
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3. Communication makes demands
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a. Always requires the recipient to do, think or act in some way
-they don't have to comply |
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4. Communication and information are different and opposite but interdependent
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a. Could be a shared experience
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• Process of communication
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1. Sense a need for communication
2. Define situation 3. Consider possible strategies 4. Select course of action 5. Compose message 6. Send message (SDCSCS) |
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• Breakdown of communication process
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o Objective (general/ action)
o Analyze audience o Credibility (initial/acquired) o Style (direct/indirect) o Channel choice |
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-writing is a “lean medium”
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– it does not offer feedback/ interpersonal cues, there is no safety net
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• Three stages of writing:
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1. Planning
2. Drafting 3. Revising |
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• 3 stages of planning
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1. Gathering and collecting info
2. Analyzing and organizing info 3. Choosing form, channel and format |
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• “levels of edit”
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1. revision
2. editing 3. proofreading |
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• Organizing email
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o “top-down” – most important material first then descending in importance
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• 5 important elements of email writing
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1. formality
2. conciseness 3. clarity 4. etiquette 5. correctness (FCCtECd) |
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• “Flaming”
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– sending offensive language
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