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37 Cards in this Set

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  • Back
Body language
Most prominent element in non-verbal communication that refers to posture, facial expressions, eye contact, gestures, and physical movements
Calling card call
Long-distance telephone call that allows the caller to charge the service to a specific account number.
Channel
Connecting device between the speaker (sender) and the listeners (receivers) through which the message is sent.
Collect call
Operator-assisted telephone call that will be paid by the person or company receiving the call.
Conference call
Telephone call among three or more people in different locations arranged through a firm providing conference call services.
Content listening
Process of gaining an understanding of the information being presented.
Credit card call
Long-distance telephone call that allows the caller to charge the service to a specific account number.
Critical listening
Evaluating the information being presented in terms of logic, validity, and implications for individual performance.
Criticism
Evaluative message that communicates positive and/or negative reactions to a specific act or performance.
Decoding
Process by which the listener (receiver) interprets the meaning(s) of the message.
Direct-distance dialing
Placing a long-distance call to another telephone number without intervention of an operator.
Direct personal channels
Face-to-face conversations, telephone calls, meetings, and conferences best used when personal contact is necessary for sharing information.
Empathic listening
Understanding the speaker's emotions and feelings about the topic of the presentation.
Encoding
Process of assigning and organizing symbols such as words or gestures to formulate the message to be sent.
Kinesics
The study of nonverbal body motions and communication
Environment
Context in which communication encounters take place.
Feedback
Receiver's response to a message that helps the sender determine whether the message sent is truly received and understood.
Impersonal channels
Written memoranda, notices on bulletin boards, and electronic mail messages used to communicate a small amount of information about a single topic that needs to be transmitted quickly in a simple, straightforward manner.
Intended meaning
Sender's interpretation of the information conveyed in a message, which may or may not be the same as the receiver's interpretation.
Interactive channels
Face-to-face conversations, telephone calls, and meetings that allow for questions and concerns to be immediately addressed and information readily exchanged.
Listening
Mental process that involves sensing, seeing, and interpreting what is being communicated.
Listening process
Set of related physical and mental activities usually considered in sequence that involves different types of listening.
Noise
External, internal, or semantic distractions that can occur at virtually any time or point in the communication process.
Nonverbal communication
Aspect of the information exchange that is beyond words - body language, paralanguage, space and distance, touch, and apparel.
Oral communication
Exchange of information between speakers (senders) and listeners (receivers) in which those roles are shared.
Paralanguage
Communication effect of speed, intensity, volume, accent, and even silence on spoken words in the message.
Perceived meaning
Receiver's interpretation of the information conveyed in a message, which may or may not be the same as the sender intended.
Person-to-person call
Operator-assisted 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.
Praise
Communication that acknowledges the effective work of others.
Proxemics
Way people structure their space or territory.
Semantics
Meanings assigned to the words used when communicating with others.
Speaker
Source of a message known as the sender.
Station-to-station call
Telephone call placed from one telephone number to another telephone number
Telephone tag
Situation that occurs when two people keep trying to reach each other by telephone without success.
Voice-mail system
Telephone message system that permits callers to record messages digitally according to prerecorded instructions.
White pages
Alphabetic listing of all telephone numbers assigned within a given city or area.
Yellow pages
Classified section of the telephone directory that uses a subject index of products and services as the basis for presenting information about provider organizations.