BUS 270 TEST 1 VERIFIED STUDY GUIDE
communication - Answers - transmission of information and meaning from one
individual or group to another through symbols and behaviors
communication process model - Answers - 1. Sender encodes message
2. Selects/Places on a channel
3. Receiver Decodes Message
4. Encodes feedback
Encode - Answers - selecting and organizing the message
decode - Answers - interpreting the message
feedback - Answers - when the receiver responds to the senders message
interface (3 kinds of noise) - Answers - physical
Physiological
Psychological
5 levels of communication - Answers - Intrapersonal
Interpersonal
Group
Organizational
Public
intrapersonal - Answers - communication with oneself
interpersonal - Answers - communication between two people
group - Answers - communicating among more than 2 people
Organizational - Answers - Groups Combined in such a way that large tasks may be
accomplished
public - Answers - The organization reaching out to its public to achieve its goals
grapevine - Answers - -Speedy but inaccurate
-Inaccuracy has to do with the message input more than the output
-News is communicated through grapevine long before being conveyed by formal
channels
upward - Answers - -Feedback to downward communication
-Primarily feedback to requests actions of supervisors
, -May be misleading because lower-level employees often tell the superior what they
think the superior wants to hear
-Involves risk to an employee and is dependent on trust in the supervisor
downward - Answers - -Flows from supervisor to employee, from Top to Bottom
-Both spoken and written messages tend to become larger as they move downward
through organizational levels
-Spoken messages are subject to greater changes in meaning
lateral - Answers - -interactions between organizational units on the same hierarchal
level
-Primary means of achieving coordination and structure in an organizational structure
-Informal takes place when people are available to one another
-Extremely important to achieve individual and team goals
-Single most important factor in creating a Total Quality Management environment
4 primary functions of business communication - Answers - to inform
persuade
establish credibility
promote goodwill
5 factors of credibility - Answers - trustworthiness
empathy
expertise
experience
dynamism
listening process - Answers - 1. Hear the message
2. Interpret the message
3. Evaluate the message
4. Restate the message
barriers to good listening - Answers - -Minimize Environmental and mental distractions
-Get in touch with the speaker
-Use your knowledge of speakers to your advantage
-Let the speaker know you are actively involved
-Do not interrupt the speaker
-Ask reflective questions that assess understanding
poor listening habits - Answers - -Faking attention
-Allowing distractions
-Over-listening
-Stereotyping
-Dismissing subjects as uninteresting
-Failing to observe nonverbal aids
communication - Answers - transmission of information and meaning from one
individual or group to another through symbols and behaviors
communication process model - Answers - 1. Sender encodes message
2. Selects/Places on a channel
3. Receiver Decodes Message
4. Encodes feedback
Encode - Answers - selecting and organizing the message
decode - Answers - interpreting the message
feedback - Answers - when the receiver responds to the senders message
interface (3 kinds of noise) - Answers - physical
Physiological
Psychological
5 levels of communication - Answers - Intrapersonal
Interpersonal
Group
Organizational
Public
intrapersonal - Answers - communication with oneself
interpersonal - Answers - communication between two people
group - Answers - communicating among more than 2 people
Organizational - Answers - Groups Combined in such a way that large tasks may be
accomplished
public - Answers - The organization reaching out to its public to achieve its goals
grapevine - Answers - -Speedy but inaccurate
-Inaccuracy has to do with the message input more than the output
-News is communicated through grapevine long before being conveyed by formal
channels
upward - Answers - -Feedback to downward communication
-Primarily feedback to requests actions of supervisors
, -May be misleading because lower-level employees often tell the superior what they
think the superior wants to hear
-Involves risk to an employee and is dependent on trust in the supervisor
downward - Answers - -Flows from supervisor to employee, from Top to Bottom
-Both spoken and written messages tend to become larger as they move downward
through organizational levels
-Spoken messages are subject to greater changes in meaning
lateral - Answers - -interactions between organizational units on the same hierarchal
level
-Primary means of achieving coordination and structure in an organizational structure
-Informal takes place when people are available to one another
-Extremely important to achieve individual and team goals
-Single most important factor in creating a Total Quality Management environment
4 primary functions of business communication - Answers - to inform
persuade
establish credibility
promote goodwill
5 factors of credibility - Answers - trustworthiness
empathy
expertise
experience
dynamism
listening process - Answers - 1. Hear the message
2. Interpret the message
3. Evaluate the message
4. Restate the message
barriers to good listening - Answers - -Minimize Environmental and mental distractions
-Get in touch with the speaker
-Use your knowledge of speakers to your advantage
-Let the speaker know you are actively involved
-Do not interrupt the speaker
-Ask reflective questions that assess understanding
poor listening habits - Answers - -Faking attention
-Allowing distractions
-Over-listening
-Stereotyping
-Dismissing subjects as uninteresting
-Failing to observe nonverbal aids
