Business Communication Chapter 1: Effective and Ethical communication at work

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Explain the need for think critically and taking charge of your career.

You can't assume that companies today will provide you with a clearly defined career path or planned developmental experiences.

What is a knowledge worker?

These are workers who engage in mind work, they are paid for their education and ability to learn.

What does it mean to think critically?

Having opinions that are backed by reasons and evidence.

What are the significant trends in today's dynamic workplace?

Hieghtened global competition, flattened management, team based management, new communcation technology, anytime anywhere offices

What are wikis and blogs, and how are they useful to business communicators?

These are social networking tools that make it easier for workers to communicate wiressly almost instantaneously.

Why do flattened management hierarchies mean that workers must have better communicationskills?

With flattend hierarchies frontline employees as well as managers participate in decision making, everyone is a communicator.

What are flattened management hierarchies, why are the used?

Means fewer layers of managers separate decision makers from line workers. This cuts cost, and allows decisions to made quicker.

How can you improve feedback in the communication process?

Sender should encourage feedback by asking questions, recievers should paraphrase senders messages with comments.

What is noise in the communication process, and how can it disrupt the process?

Nosie is anything that interrupts the transmission of a message in the communication process. They damage credibility and annoy

What are the three main functions of business communication?

To inform, To persuade, To promote goodwill

How can you overcome typical obstacles in the communication process?

Create an environment for useful feedback

Why does being ethical make good business sense?

Ethical companies endure less resentment, less regulations and less litigation

What is ethics?

The convetional standard of right or wrong that prescribe what people should do.

What are schools doing to encourage ethics?

more emphasis on values reflecting the greater good and less on short term immediate profits.

Why are writing skills more important than ever?

workers stay connected by using email and instant messaging. Those who write well are targeted by companies for rapid advancement.

How does one gain communication skills?

Communication skills are learned

What are the obstacles that create misunderstandings?

Bypassing, differing frames of reference, lack of language skill, distractions.

How a businesses attempting to regain trust after the big scandals?

By building ethical enviorments. Ethical mission statements, hotlines, and compliance officers.

Explain the importance of the feedback stage in the communication process?

Feedback helps the sender know that the message was received and understood.

What are the internal functions of communication in business?

Exchanging ideas and messages with superiors, co-workers, and subordinates.

What are the external functions of communication in business?

The communcate with customers, suppliers, the government and the public.

__________ skills are particularly important today because technology enables us to transmit messages more rapidly, more often, and to great

Writing

Michelle has been classified as a knowledge and information worker. To be successful in her job, she will need to think critically, make dec

communicate those decisions

In a tough employment market, job seekers need to meet the employer's expectations for skills and attributes, and the first among these is _

communication skills

Telecommuting employees now represent __________ percent of the workforce, and this number increases annually.

Today businesses use blogs to ________.

keep customers and employees informed and to receive feedback

Communication is defined as the transmission of ________ from one individual or group to another.

information and meaning

The process of communication begins when ________.

the sender has an idea

________ are communication barriers that include emotional interference and digital disruptions.

Distractions

Manuel tells the office manager that he will fix the malfunctioning copier "right away." When Manuel arrives four hours later, he doesn't un

bypassing

When internal communication must be written, you will probably use e-mail. When communicating externally with customers, the public, or the

letters

Nearly everyone agrees that the best way to exchange information is ________.

orally in face-to-face conversations or meetings

A supervisor sends a memo to all division employees detailing the newest procedure. This an example of what kind of communication?

downward communication

______ flow transmits information among workers at the same level, and enables individuals to coordinate tasks, share information, solve pro

Horizontal

Before responding to an ethical dilemma, you should ask yourself

whether you can discuss the problem with someone whose advice you trust

We are all born with the abilities to read, listen, and write effectively.

False

When a message is properly transmitted from the sender to the receiver, successful communication has taken place.

False, on successful when and if receiver understands

Faulty acoustics, noisy surroundings, and poor cell phone connections are all emotional interferences to oral communication.

False, these are physical barriers to communication

Ethics refers to conventional standards of right and wrong that prescribe what people should do.

True

The first step in solving a problem is _____.

Identifying and clarifying the problem

THe first step in solving a problem is gathering evidence.

False, the first step is identifying and clarifying the problem.

Communication skills include

reading, listening, nonverbal, speaking, and writing skills

Define horizontal communication

Transmitting information among workers at the same level, such as supervisors.

A supervisor communicating to another supervisor is ______ flow of communication.

Horizontal

Encoding a message requires selecting words that convey an ____ _____.

Intended menaing

Ethical behavior is doing the right thing given the circumstances.

True

Knowledge and I workers in North America outnumber other workers by a margin of

4 to 1

Static from a cell phone makes it hard to hear, this is an example of

Noise

The central purpose of the communication process is the transmission of what?

meaning

Define anytime, anywhere office

An office that requires only a mobile phone and a wireless computer

Define audioconfrencing

Telepohne bridges that allow two or more callers from any location to share the same call

Brick and mortar commerce

Traditional company that operates out of building rather than on the internet.

Whats a channel?

The medium through which a message is transmitted

cmoputer, phne, letter, memo and report are all examples of

Channels

Voice conferencing, audio conferencing, conference calling and ____ are all the same

Teleconferencing

What is decoding

Translating a message from its symbol form into meaning

Doctrine of relative filth trap is

When unethical actions look good when compared with worse behavior by others

WHat is E-commerce

Internet based business

What is encoding

Converting the idea of the sender into words or gestures that convey meaning

What is the ends justify the means trap?

Taking unethical actions to accomplish a desirable goal

What are facts?

Ideas that are verifiable and often quantifiable

What is fair use?

what is the false necessity trap

When people act from the belief that they are doing what they must do.

What is feedback

Verbal and nonverbal responses to a transmitted message

Grapevine

An informal channel if communication that carries organizationally relevant gossip

What is group think?

Faulty decsion making processes by team members who are overly eager to agree with one another, leads to no critical thinking

What's a hotdesk

An unassigned workspace that is up for grabs by employees; also called a mobile platform or nonterritoiral workspace.

What are I workers

Employess who work with information and Technology

What are knowledge workers?

Employees who get paid for their education and their ability to learn

M-Commerce

Mobile Technology business

What is an open office?

A fluid, flexible, open workspace, often with breakout

What are opinions?

Beliefs held with confidence but without substantiation

Whats a pod cast

A blog that contains audio

What is presence technology?

Technology that makes it possible to locate and identify a computing device as soon as users connect to a network

pretexting

pretending to be someone else

rationalization Trap

When people try to explain away unethical action by justifying them with excuses

Self Deception Trap

When individuals behave unethically to make themselves look good

A phone that allow users to tap into corporate databases and internet from remote locations is called a

Smart Phone

What is telecommuting?

When employees work from home all or part of the time

whats web 2.0

The second generation of Web applications and online services

Whats a webinar

An online meeting held in real time using PC's and an internet connection

In in order for a message to be successful what must happen?

The sender and the receiver must attach the same symbolic meanings to their words.

Is it possible for you to ever see things exactly as another person does?

No, everyone has a different frame of reference.

What does it mean to have good language skills?

Having an adequate vocabulary, knowing basic punctuation and grammar, and skill in oral and written expression.

The six goals of ethical business communicators are, telling the truth, labeling opinions, being objective, ______, ______, ______.

Abiding by the law, giving credit, communicating clearly