GEB3213 FINAL EXAM STUDY GUIDE CHAPTER 1 Establishing a Framework for Business Communication Explain the communicative process and model and the ultimate objective of the communicative process Encoding the process of selecting and organizing a message Decoding the process of interpreting a message Sender encodes selects channel and transmits message Receiver decodes encodes a response or new message becomes the sender Inferences barriers numerous factors that hinder the communication process Differences in education Mental distractions Physical barriers noisy environment interruptions etc Organizational communication the movement of information within the company structure Formal communication channel a channel of communication typified by the formal organization chart dictated by the technical political and economic environment of the organization Informal communication channel channel of communication that continuously develops as people interact within the formal system to accommodate their social and psychological needs Grapevine casual talk between employees and others related to the organization rumor mill the best known component of the communication system Communication Flow Downward communication information flows from supervisor to employee from policy makers to operating personnel or from top to bottom of the organizational chart Upward communication generally a response to a requests from supervisors Horizontal lateral communication interrelations between organizational units on the same hierarchical level Levels of Communication Intrapersonal communication with oneself Interpersonal communication between two people Group communication between two or more people Organizational groups combined in such a way that large tasks may be accomplished Public 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 communication 1 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 maker Causes of Illegal Behavior Excessive emphasis on profits Misplaced corporate loyalty Obsession with personal advancement Unethical tone set by management Uncertainty about whether an action is wrong Unwillingness to take a stand for what is right Expectation of not getting caught Four dimensions of business behavior 1 Behavior that is illegal and unethical 2 Behavior that is illegal yet ethical 3 Behavior that is legal yet unethical 4 Behavior that is legal and ethical 2 Diversity Challenges cultural differences language barriers gender issues education levels age factors and non verbal differences Diversity skills the ability to communicate effectively with both men and women of all ages cultures and minority groups Ethnocentrism the assumption that one s own cultural norms are the right way to do things Stereotypes mental pictures that one group forms the main characteristic of another group creating performed ideas of what people in this group are like Chronemics the study of how a culture perceives time and it s use Proxemics the study of cultural space requirements Kinesics the study of body language which is not universal but instead is learned from one s culture 3 Changing Technology accuracy and security issues telecommunication software applications telecommuting and databases Telecommuting 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 data Data integrity assurance that the data will be accurate and complete Data security assurance that the data is secure 4 Team Environment trust team roles shared goals and expectations synergy group reward distributed leadership Team a small number of people with complementary skills who work together for a common purpose Synergy a situation in which the whole is greater than the sum of the parts CHAPTER 2 Interpersonal and Group Communication Behavioral Theories about human needs trust and disclosure and motivation related to business Recognizing 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 others Stroke emotional response one gets in a communication interaction that has either a positive or negative effect on feelings about oneself and others Describe the role of non verbal messages in communication Metacommunication 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 followed Supportive behavior characterized by leaders who listen communicate recognize and encourage their followers Total 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 voice Identify aspects of effective listening Casual listening listening for pleasure recreation amusement and relaxation Listening for information listening that involves the search for data or material Intensive listening listening to obtain information solve problems or persuade or dissuade Empathetic listening listening to others in an attempt to share their feelings or emotions Bad listening Habits Faking attention Overlistening Allowing disruptions Dismissing subject as uninteresting Failing to observe nonverbal aids Stereotyping Identify factors affecting group and team communication Role tasks employees assume that can involve power and authority that surpasses their formal position on the organization chart Status one s formal position on the organization chart Characteristics of
View Full Document
Unlocking...