GEB3213 FINAL EXAM STUDY GUIDECHAPTER 1: Establishing a Framework for Business CommunicationExplain the communicative process and model and the ultimate objective of the communicative processEncoding: the process of selecting and organizing a message Decoding: the process of interpreting a message• Sender encodesselects channel and transmits message• Receiver decodesencodes a response or new message (becomes the sender)Inferences: barriers; numerous factors that hinder the communication process• Differences in education• Physical barriers – noisy environment, interruptions, etc.• Mental distractionsOrganizational communication: the movement of information within the company structureFormal communication channel: a channel of communication typified by the formal organization chart; dictated by the technical, political and economic environment of the organizationInformal communication channel: channel of communication that continuously develops as people interact within the formal system to accommodate their social and psychological needs • Grapevine : “rumor mill” - the best known component of the communication system; casual talk between employees and others related to the organizationCommunication FlowDownward communication: information flows from supervisor to employee, from policy makers to operating personnel, or from top to bottom of the organizational chartUpward communication: generally a response to a requests from supervisorsHorizontal (lateral) communication: interrelations between organizational units on the same hierarchical levelLevels of CommunicationIntrapersonal: communication with oneself Interpersonal: communication between two peopleGroup: communication between two or more peopleOrganizational: groups combined in such a way that large tasks may be accomplishedPublic: reaches out to public to achieve goals (I.e. advertising)Explain how legal and ethical constraints, diversity challenges, changing technology, and team environment act as strategic forces that influence the process of business communication1. Legal and ethical constraints: international law, domestic law, code of ethics, personal values, etc. Stakeholders: people inside and outside the organization who are affected by decisions Ethics: the principles of right and wrong that guide one in making decisions that consider the impact of one’s actions on others, as well as the decision makerCauses of Illegal Behavior• Excessive emphasis on profits• Misplaced corporate loyalty• Obsession with personal advancement• Expectation of not getting caught• Unethical tone set by management• Uncertainty about whether an action is wrong• Unwillingness to take a stand for what is right Four dimensions of business behavior1. Behavior that is illegal and unethical2. Behavior that is illegal yet ethical3. Behavior that is legal yet unethical4. Behavior that is legal and ethical 2. Diversity Challenges: cultural differences, language barriers, gender issues, education levels, age factors, and non-verbal differencesDiversity skills: the ability to communicate effectively with both men and women of all ages, cultures, and minority groupsEthnocentrism: the assumption that one’s own cultural norms are the right way to do thingsStereotypes: mental pictures that one group forms the main characteristic of another group, creating performed ideas of what people in this group are likeChronemics: the study of how a culture perceives time and it’s useProxemics: the study of cultural space requirementsKinesics: the study of body language, which is not universal, but instead is learned from one’s culture3. Changing Technology: accuracy and security issues, telecommunication, software applications, telecommuting, and databasesTelecommuting: also called teleworking; working at home or other remote locations and sending and receiving work from the company office electronically Data organization: the ability to organize large amounts of dataData integrity: assurance that the data will be accurate and completeData security: assurance that the data is secure 4. Team Environment: trust, team roles, shared goals and expectations, synergy, group reward, distributed leadershipTeam: a small number of people with complementary skills who work together for a common purposeSynergy: a situation in which the whole is greater than the sum of the partsCHAPTER 2: Interpersonal and Group Communication Behavioral Theories about human needs, trust and disclosure, and motivation related to businessRecognizing human needs• Physiological needs (food and provision), security and safety (shelter), social needs for acceptance and belonging, and ego or esteem needs (heard, appreciated), self-actualization needs (achievement) Interpersonal intelligence: the ability to read, empathize, and understand othersStroke: emotional response one gets in a communication interaction that has either a positive or negative effect on feelings about oneself and othersDescribe the role of non-verbal messages in communicationMetacommunication: a nonverbal message that, although not expressed in words, accompanies a message that is expressed in words (the big picture)Directive behavior: characterized by leaders who give detailed rules and instructions and monitor closely that they are followedSupportive behavior: characterized by leaders who listen, communicate, recognize, and encourage their followersTotal quality management: focuses on creating a more responsible role for the worker in an organization by distributing decision – giving power to the people closest to the problem – empowering the employees to initiate continuous improvement Visual kinesic communication: gestures; winks, smiles, frowns, attire, grooming, etc.Verbal kinesic communication: intonation, projection, and resonance of the voiceIdentify aspects of effective listeningCasual listening: listening for pleasure, recreation, amusement, and relaxationListening for information: listening that involves the search for data or material Intensive listening: listening to obtain information, solve problems, or persuade or dissuadeEmpathetic listening: listening to others in an attempt to share their feelings or emotionsBad listening Habits• Faking attention• Overlistening• Allowing disruptions• Stereotyping • Dismissing subject as uninteresting • Failing to observe nonverbal aidsIdentify factors affecting group and team communication Role: tasks
View Full Document
Unlocking...