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20 Cards in this Set
- Front
- Back
Communication |
Theprocess of EXCHANGING and INTERPRETING INFORMATION and MEANINGbetween or among INDIVIDUALS through a system of WORDS, SYMBOLS, SIGNS and BEHAVIOUR |
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Why we communicate |
1. Inform 2. Persuade 3. Entertain |
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Communication Process |
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Barriers to Communication |
1.Differences ineducational level, culture, age, social, religious, hierarchical &political background 2.Physical interferences:noisy environment, interruptions, uncomfortable surrounding●3.Mental distractions:preoccupations, developing a reply while listening |
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Directions of Communications |
Downward Upward Horizontal |
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Levels of Communication |
Intrapersonal Interpersonal Group Organizational Public |
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Synergy |
Whenthe whole is greater than the parts |
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Written and Spoken Message process |
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Written and Spoken Message process |
1. Context 2. Purpost/Channel 3. Audience 4. Adapt Message 5. Organize Message 6. First Draft 7. Revise and Proof |
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Factors that impact audience perception |
1. Age and culture 2. Economic and education levels 3. Work Background 4. Needs and Concerns 5. Rapport 6. Expectations |
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"You" attitude |
Messages that address the needs of the decoder and are centred around them as opposed to the encoder.
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Active Voice |
Make the "Do-er" the subject of the sentence |
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Maslow's Heirarchy of needs |
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Stroking |
Theemotional RESPONSE weget in a communication interaction. |
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McGregor's Theory of X and Y |
Theory X – Manager communicates with a directivestyle Theory Y – Manager communicates with aparticipative style |
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Hersey & Blanchard’s situationalleadership |
Directive --> Coaching --> Supporting --> Delegating |
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Total Quality Management Model
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In a cycle diagram: -Planning process -Process management -Process improvement -Total participation |
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Nonverbal Communication |
The additional message from what isseen (visual) and heard (vocal) |
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Group forming process |
Forming, Storming, Norming, Performing |
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AIDA |
Attention, Interest, Desire, Action |