| A | B |
|---|
| MBWA | requires managers to talk with their employees at their worksites |
| 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 |
| e-mail | businesses typically track these employee accounts |
| brainstorming | a process where employees may discuss all options or ideas that they have without criticism even highly imaginative ones |
| win-lose strategy | most dangerous method for handling conflict |
| e-mail | communciation method has lowered communication costs significantly |
| 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 |
| 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 |
| 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 |
| oral then written | most effective way to compliment an employee for work well done is to first use this communication followed up by this |
| 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 |
