Communications Management Test 1

Front 1

Communication

Back 1

Theprocess of EXCHANGING and INTERPRETING INFORMATION and MEANINGbetween or among INDIVIDUALS through a system of WORDS, SYMBOLS, SIGNS and BEHAVIOUR

Front 2

Why we communicate

Back 2

1. Inform

2. Persuade

3. Entertain

Front 3

Communication Process

Back 3

Front 4

Barriers to Communication

Back 4

1.Differences ineducational level, culture, age, social, religious, hierarchical &political background

2.Physical interferences:noisy environment, interruptions, uncomfortable surrounding●3.Mental distractions:preoccupations, developing a reply while listening

Front 5

Directions of Communications

Back 5

Downward

Upward

Horizontal

Front 6

Levels of Communication

Back 6

Intrapersonal

Interpersonal

Group

Organizational

Public

Front 7

Synergy

Back 7

Whenthe whole is greater than the parts

Front 8

Written and Spoken Message process

Back 8

Front 9

Written and Spoken Message process

Back 9

1. Context

2. Purpost/Channel

3. Audience

4. Adapt Message

5. Organize Message

6. First Draft

7. Revise and Proof

Front 10

Factors that impact audience perception

Back 10

1. Age and culture

2. Economic and education levels

3. Work Background

4. Needs and Concerns

5. Rapport

6. Expectations

Front 11

"You" attitude

Back 11

Messages that address the needs of the decoder and are centred around them as opposed to the encoder.

Front 12

Active Voice

Back 12

Make the "Do-er" the subject of the sentence

Front 13

Maslow's Heirarchy of needs

Back 13

Front 14

Stroking

Back 14

Theemotional RESPONSE weget in a communication interaction.

Front 15

McGregor's Theory of X and Y

Back 15

Theory X – Manager communicates with a directivestyle

Theory Y – Manager communicates with aparticipative style

Front 16

Hersey & Blanchard’s situationalleadership

Back 16

Directive --> Coaching --> Supporting --> Delegating

Front 17

Total Quality Management Model

Back 17

In a cycle diagram:

-Customer focus

-Planning process

-Process management

-Process improvement

-Total participation

Front 18

Nonverbal Communication

Back 18

The additional message from what isseen (visual) and heard (vocal)

Front 19

Group forming process

Back 19

Forming, Storming, Norming, Performing

Front 20

AIDA

Back 20

Attention, Interest, Desire, Action