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32 Cards in this Set
- Front
- Back
the transfer and understanding of meaning.
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Communication |
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the message was received in a form that can be interpreted by the receiver |
Transfer |
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the message is not the same as the receiver agreeing with the message |
Understanding |
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Formal and informal communications act to control individuals’ behaviors in organizations. |
Control |
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Communications clarify for employees what is to be done, how well they have done it, and what can be done to improve performance |
Motivation |
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Social interaction in the form of work group communications provides a way for employees to express themselves. |
Emotional Expression |
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Individuals and work groups need information to make decisions or to do their work. |
Information |
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Methods of Interpersonal Communication _________ is a purpose to be conveyed. |
Message |
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Methods of Interpersonal Communication ________ is converting a message into symbols. |
Encoding |
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Methods of Interpersonal Communication
________ the medium a message travels along. |
Channel |
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Methods of Interpersonal Communication
__________ is re translating a sender’s message. |
decoding |
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Methods of Interpersonal Communication the seven elements involved in transferring meaning from one person to another. |
Communication process |
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Methods of Interpersonal Communication any disturbances that interfere with the transmission, receipt, or feedback of a message. |
noise |
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communication transmitted without words.
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Nonverbal |
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gestures, facial configurations, and other body movements that convey meaning.
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body language |
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an emphasis given to words or phrases that conveys meaning
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Verbal intonation |
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the deliberate manipulation of information to make it appear more favorable to the receiver.
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Filtering |
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occurs when information exceeds our processing capacity
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Information overload |
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specialized terminology or technical language that members of a group use to communicate among themselves.
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Jargon |
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ask questions about a message to determine whether it was received and understood as intended |
Use feedback |
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consider the audience to whom the message is directed and tailor the language to them
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Simplify Language |
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listening for full meaning without making premature judgments or interpretations.
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Active Listening |
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communication that takes place within prescribed organizational work arrangements.
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Formal communication |
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communication that is not defined by the organization’s structural hierarchy.
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Informal Communication |
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communication that flows downward from a manager to employees |
Downward communication |
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communication that flows upward from employees to managers.
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Upward communication |
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communication that takes place among any employees on the same organizational level.
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Lateral communication |
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communication that cuts across work areas and organizational levels
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Diagonal Communication |
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workplaces with few physical barriers and enclosures.
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Open workplaces |
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Managing Communication in an Internet World |
Legal and security issues |
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Managing Communication in an Internet World Being connected is not the same as face-to-face contactDifficulties occur in achieving understanding and collaboration in virtual environments |
Lack of personal interaction |
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What are the three components of the customer service delivery process?
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The customer
The service organization The service provider |