Chapter 1 Business and Professional Excellence Vocabulary Sender Speaker p7 Receiver Listener p7 Encoding p7 Decoding p7 Messages p8 Context p9 Noise p9 Internal Noise o o External Noise Feedback p9 Channel p9 Business Contexts Communication Model Process Types of Communication Apprehension p10 11 Trait Internal reasoning shyness anxiety Context Based Fear of certain contexts public speaking Audience Based Fear of speaking to certain groups talking to your board of directors Situational Based Certain circumstances impressing a crush Communication Ethics Ethics p13 General term to describe discussion and determination in an attempt to discern right or wrong what others should or should not do o Ethical Dilemma Morally gray areas unclear situations o Ethical Considerations Factors needed to address an ethical dilemma such as context conducting evaluations or making selections Chapter 2 Verbal and Nonverbal Communication Vocabulary Terms Immediacy p27 things in our immediate area quality and our judgements perceptions Paralanguage Vocalics p27 how voices are used to communicate Proxemics p28 space distance and how individuals interact with that space Environment p29 natural surroundings that influence us Kinesics p32 33 Body movement Illustrators Gestures that accompany words o Emblem common meanings symbols to replace words o o Affect Displays Emotional delivery through face and gesture o Regulators Gestures to control conversation flow o Adapters Gestures to release tension Oculesics p33 Eye behaviour Masking p34 Hiding our feelings from our face Haptics p34 Touch Verbal vs Nonverbal Communication Verbal Communication p21 Words Nonverbal Communication p24 EVERYTHING ELSE o Purposes express emotion attitude personality unspoken words Both happen all the time Communication Rules mean Communication Rules p22 shared understanding of what certain communicative behaviours o Regulative when how where and with whom we engage in certain talks o Constitutive learned rules of how we communicate Does eye contact mean we re listening in all cultures Is hugging always appropriate Codes of Nonverbal Communication Kinesics Facial Behaviour and Oculesics Vocalics Proxemics Haptics Environment and Physical Appearance Chapter 3 Listening Paraphrasing p52 A behaviour of an active listener to show the speaker they hear what they said by listing main points not to be confused with summarization a type of message alteration Vocabulary Terms HURIER Model HURIER p54 o Hearing o Understanding Attaching meaning to a message o Remembering Recall o o Evaluating Thinking through what was heard o Responding Interpreting Sensemaking Hearing vs Listening p44 Barriers to Listening Hearing is the biological process while listening is the concentration on a message How much of a conversation can a listener retain C3 Listening Styles Categories p54 Action Oriented Interested in direct and conciseness Time Oriented Prefer brief communication People Oriented Show concerns for others emotions Content Oriented Seeks intellectual challenge and complex information Active vs Passive Listening Passive Listening p 51 receiving a message but not necessarily providing feedback Active Listening p52 a required role that makes sense of a message and provides feedback What can an audience member do to better understand and support a speaker o Asking questions Chapter 4 Resumes Interviews and Negotiations Vocabulary Terms Types of experience p74 o Relevant projects orgs internships volunteering awards etc o Employment 6 Stages of the Job Seeking Process pp67 93 1 Exploration 2 Researching 3 Applying 4 Interviewing 5 Following Up 6 Negotiating o Types of appropriate questions illegal questions o Salary questions o Question about when to ask about salary Types of Resumes p72 Functional skill based for a specific job Chronological most recent experience Combination Combines chronological and functional Components of the Interview pp82 86 1 Message prep what do I want to get across 2 Thinking of questions that will be asked and to ask the interviewer 3 Scripting answers 4 Practice interview 5 Appearance 6 Reduce nervousness Illegal Inappropriate Questions p91 Identity related Questions o Colour race religion sex national origin disability or age Chapter 6 Interpersonal Communication Vocabulary Terms Interpersonal Communication p126 communication between people Semantic Discourse p127 describes how employees and supervisors may not share the same perspectives on fundamental areas o Workplace romance is a good example Ingratiation p128 friendly toward superior kissing up Advocacy p128 a persuasive technique in which you identify your superior s needs and play to those Internal Customer pp131 132 External Customer p131 Quid Pro Quo Not in book C6 more political often associated with sexual harassment but not Intimacy p133 closeness and trust between people always o I do something for you if you do something for me Workplace Relationships Superior Subordinate Customer Client Relationships Workplace Romance Message Distortion p127 Gatekeeping Withholding Distortion o General Distortion o Upward Distortion Summarization Professional vs Personal Communication Vocabulary Terms Audience Analysis Context Analysis Chapter 12 Speech Design Audience Analysis p301 happens throughout the speech who are we speaking to Topic Relevance does it make sense Context p301 where we are and what we re doing Types of Research Sources p303 Internal Sources In organisation information reports policies etc External Sources Media books etc Speech Components Organizational Patterns Parts of Speech Introduction p309 o o Conclusion p312 recall to video where dude wore underwear o Transitions p307 Internal Preview Internal Summary Signpost An indicator of what s to come not to be confused with internal Organizational Pattern Presentation Types p308 309 preview o Chronological By time o Spatial By how they fit in depending on physical space o Compare Contrast Venn diagrams listing comparisons then contrasts o Sequential In order by steps o Topical In topics and subtopics This study guide is both Sequential and Topical Visual Aids Language Adaptation Jargon C3 p49 technical words used by specific groups Slang made up words Colloquialism Localized slang terms Chapter 13 Speech Delivery Vocabulary Terms Adrenaline Rush C13 p322 325 o Sweating o Blushing o Hands talking with hands o Feet shuffling o Eye contact o Clothing Being comfortable but presentable don t overdo it
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