Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
32 Cards in this Set
- Front
- Back
|
the transfer and understanding of meaning.
|
Communication |
|
|
the message was received in a form that can be interpreted by the receiver |
Transfer |
|
|
the message is not the same as the receiver agreeing with the message |
Understanding |
|
|
Formal and informal communications act to control individuals’ behaviors in organizations. |
Control |
|
|
Communications clarify for employees what is to be done, how well they have done it, and what can be done to improve performance |
Motivation |
|
|
Social interaction in the form of work group communications provides a way for employees to express themselves. |
Emotional Expression |
|
|
Individuals and work groups need information to make decisions or to do their work. |
Information |
|
|
Methods of Interpersonal Communication _________ is a purpose to be conveyed. |
Message |
|
|
Methods of Interpersonal Communication ________ is converting a message into symbols. |
Encoding |
|
|
Methods of Interpersonal Communication
________ the medium a message travels along. |
Channel |
|
|
Methods of Interpersonal Communication
__________ is re translating a sender’s message. |
decoding |
|
|
Methods of Interpersonal Communication the seven elements involved in transferring meaning from one person to another. |
Communication process |
|
|
Methods of Interpersonal Communication any disturbances that interfere with the transmission, receipt, or feedback of a message. |
noise |
|
|
communication transmitted without words.
|
Nonverbal |
|
|
gestures, facial configurations, and other body movements that convey meaning.
|
body language |
|
|
an emphasis given to words or phrases that conveys meaning
|
Verbal intonation |
|
|
the deliberate manipulation of information to make it appear more favorable to the receiver.
|
Filtering |
|
|
occurs when information exceeds our processing capacity
|
Information overload |
|
|
specialized terminology or technical language that members of a group use to communicate among themselves.
|
Jargon |
|
|
ask questions about a message to determine whether it was received and understood as intended |
Use feedback |
|
|
consider the audience to whom the message is directed and tailor the language to them
|
Simplify Language |
|
|
listening for full meaning without making premature judgments or interpretations.
|
Active Listening |
|
|
communication that takes place within prescribed organizational work arrangements.
|
Formal communication |
|
|
communication that is not defined by the organization’s structural hierarchy.
|
Informal Communication |
|
|
communication that flows downward from a manager to employees |
Downward communication |
|
|
communication that flows upward from employees to managers.
|
Upward communication |
|
|
communication that takes place among any employees on the same organizational level.
|
Lateral communication |
|
|
communication that cuts across work areas and organizational levels
|
Diagonal Communication |
|
|
workplaces with few physical barriers and enclosures.
|
Open workplaces |
|
|
Managing Communication in an Internet World |
Legal and security issues |
|
|
Managing Communication in an Internet World Being connected is not the same as face-to-face contactDifficulties occur in achieving understanding and collaboration in virtual environments |
Lack of personal interaction |
|
|
What are the three components of the customer service delivery process?
|
The customer
The service organization The service provider |
