GEB 3213 Study Guide Chapters 1 5 and 11 1 What are the five components of communication a Stimulus An event that creates the need to communicate b Filter the mental process of interpreting the stimuli based on one s knowledge experience and viewpoints c Message the information that is communicated d Medium the form of the message whether it is oral an e mail etc e Destination when the message reaches its intended target there is no guarantee that communication will successfully occur 2 Identify the four common forms of verbal communication a Speaking most common in business communication b Listening necessary for effective oral communication c Writing More difficult than speaking because you have to get your message correct the first time d Reading for written messages to achieve their goal they must be read 3 What are the six major barriers to verbal communication Inadequate Knowledge or Vocabulary a b Differences in Interpretation c Language Differences d Inappropriate Use of Expressions i Slang jargon euphemisms e Over abstraction and Ambiguity f Polarization 4 What is the difference between slang and jargon Give an example of each a Slang is an expression often short lived that is identified with a specific type or group of people i As if I m going to my crib I am super stoked yo dawg that s phat are all examples of slang b Jargon is technical terminology used within specialized groups i BRB BTW ROFL LOL are all examples of internet jargon ii Jurisdiction plaintiff and defendant are all examples of jargon that would be used by lawyers or in the courtroom 5 Define euphemism a An inoffensive expression used in place of words that may offend someone or suggest something unpleasant i The Academy Awards spokespeople refer to the losers in each category as non winners 6 What is the difference between concrete and abstract words or language a Abstract a word that identifies an idea or feeling i Example the word communication b Concrete A word that identifies something that can be seen or touched i Example a memorandum 7 What is the difference between connotation and denotation a Connotation the subjective emotional meaning associated with a word i Example b Denotation the literal dictionary meaning of a word 8 Define group think Is group think helpful or is it counter productive Why a Group think is a barrier to communication it is when there is too much b cohesiveness That results from an overemphasis on unity It is counter productive because group think stifles opposing ideas and ruins the free flow of information communication 9 What are the four major strategies for communicating across cultures a Maintain Formality b Show Respect of other cultures c Communicate Clearly no jargon or slang Be specific d Value Diversity 10 What are the four major steps in a framework for ethical decision making a Get the facts b Evaluate the options c Make the decision d Act on the decision and explain your rationale 11 When evaluating the options for an ethical decision what are the four questions one should ask Is it legal a b Does it comply with company values c Would you want the result of this decision to happen to you Golden Rule d How will you feel after the decision is known 12 Define ethnocentrism Is it useful or not Why a Ethnocentrism belief that one s own cultural group is superior to others b This is not useful This sort of attitude hinder communication understanding and goodwill between trading partners 13 When is e mail the preferred form of communication in business a When something requires a prompt dissemination or response b Involves mostly fact based information where visual and non verbal cues are not required c Consists of short simple content 14 What are the important variables three Cs in group communication 15 List the five guidelines for giving constructive feedback a Conflict b Conformity c Consensus a Be descriptive give examples b Avoid using labels c Don t exaggerate d Speak for yourself e Use I statements 16 What are the six major forms of nonverbal communication a Body Movement b Physical Appearance c Voice Qualities volume speed tone pitch and accent d Time whether you are early or on time to a presentation If you were presenting you would get there earlier than the participants e Touch A handshake is a friendly sign of willingness to communicate 17 Name and define the four zones of spatial interactions in our culture a Intimate zone From physical contact to about 18 inches normally reserved for close intimate interactions Business associates infrequently enter this space unless it is briefly for a handshake or pat on the back b Personal zone Extends from 18 inches to about 4 feet it is where conversations with close friends and colleagues take place Normal talking is frequent in the personal zone c Social zone from 4 to 12 feet where most business exchanges occur including informal business conferences and staff meetings d Public zone extends from 12 feet to as far as the eye can see and as far as the ear can hear It is the most formal zone and the least significant interactions occur here 18 How can one improve one s listening skills a Give the speaker your undivided attention eliminate physical distractions b Stay open minded be willing to accept new information c Don t interrupt listen don t try and guess what the speaker is about to say d Involve yourself summarize what the speaker is saying inside your head 19 What is the difference between listening and hearing a Hearing is simply perceiving sound and is a passive process b Listening is an active process where you interpret and assign meaning to the sounds that you are hearing 20 Name several ways to improve your telephone technique a Always answer by the second or third ring b Answer clearly and slowly 21 What are the important things to consider when planning an effective meeting c Be a good listener d Give your complete attention Which is first a The first step is always to identify your purpose b Determine whether a meeting is necessary c Prepare an agenda d Decide who should attend e Determine logistics 22 What are the important steps in conducting an effective meeting a Punctuality always be on time b Follow the agenda c Leading the meeting begin the meeting with a statement of your purpose and an overview of the agenda Don t forget to keep track of time 23 What are the two purposes for developing an agenda for a meeting a It helps you prepare for the meeting by showing what background information
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