| A | B |
|---|
| non-verbal communication | type of communication that does not involve speaking |
| feedback | used to indicate understanding or confusion |
| a distraction | talking while the teacher is talking can cause this |
| distortion | people hear what they want to hear is an example of |
| concise | Well-written business messages should be |
| good then bad | When sending a customer unfavorable news give the news in what order |
| e-mail | businesses typically track these employee accounts |
| examples of body language | eye contact, facial expression |
| open | culture that encourages creativity and problem solving at all levels |
| formal and informal | managers encourage these 2 types of communication |
| contribute | it is important for employees to be allowed to do this while attending meetings |
| brainstorming | a process where employees may discuss all options or ideas that they have without criticism |
| conflict | too much or too little of this can be harmful to a business |
| win-lose strategy | most dangerous method for handling conflict |
| written communication | best method for communciating a new policy |
| Communication | a two-way process of sharing information |
| electronic communciation | nonverbal communication, written communication, verbal communication |
| e-mail | communciation method has lowered communication costs significantly |
| business-related | employee e-mail and Internet use should always be |
| flame | An electronic message that contains abusive, threatening, or offensive content that may violate company policy or public law |
| spam | E-mail advertisement from an unfamiliar company |
| closed corporate | top-down decision making typically takes place in this type of business culture |
| upward, downward, and across | Formal communication in organizations flows |
| open culture | type of culture where feedback is encouraged |
| ineffective communication | 80 percent of poor management decisions can be traced to |
| positive and negative | grapevines can have what kinds of effect on businesses |
| nominal group technique | The problem-solving method in which group members write down and evaluate ideas to be shared with the group |
| nominal group technique | Employees vote privately on the best solution during this type of decision making |
| long term problems | conflicts that are not resolved usually lead to |
| avoidance strategy | may be the best approach in a minor conflict |
| stop talking | of the ten rules of good listening, this is the one on which all others depend |
| use oral, then written communication | most effective way to compliment an employee for work well done |
| avoidance strategy | A strategy for resolving conflict that takes a neutral position or agrees with another person’s position even though it differs from your personal belief |
| compromise strategy | A strategy in which everyone involved in a conflict agrees to a mutually acceptable solution |
| win/lose strategy | A strategy in which no one compromises, thereby resulting in one person winning and one losing |
| nonverbal communication | Delivering messages by means other than speaking or writing |
| body language | Gestures, movements, and mannerism used to communicate |
| conflict | Interference by one person with the achievement of another person’s goals |
| formal communication network | System of official channels that carry organizationally approved messages; flows upward, downward, and across the organization in a prescribed manner |
| organizational culture | collection of beliefs and patterns of behavior that are shared by people within an organization |
| communication network | structure through which information flows in a business |
| informal communication network | Unofficial way of sharing information in an organization |
