- Intro
- Ch 1
- Ch 2
- Ch 3
- Ch 4
- Ch 5
- Ch 6
- Ch 7
- Ch 8
- Ch 9
- Ch 10
- Ch 11
- Ch 12
- Ch 13
- Ch 14
- Ch 15
- Ch 16
- Ch 17
- Ch 18
- Ch 19
Contents
Study Aids
Key Terms
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Chapter 1: Effective Business Communication
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Chapter 1: Effective Business Communication
- self-concept
- What we perceive ourselves to be.
- communication
- The process of understanding and sharing meaning.
- process
- A dynamic activity that is hard to describe because it changes.
- understanding
- To perceive, to interpret, and to relate our perception and interpretation to what we already know.
- sharing
- Doing something together with one or more other people.
- meaning
- What we share through communication.
- source
- Person who imagines, creates, and sends the message.
- message
- The stimulus or meaning produced by the source for the receiver or audience.
- channel
- The way in which a message or messages travel between source and receiver.
- receiver
- Receives the message from the source, analyzing and interpreting the message in ways both intended and unintended by the source.
- feedback
- The verbal and/or nonverbal response to a message.
- environment
- Involves the physical and psychological aspects of the communication context.
- context
- Involves the setting, scene, and expectations of the individuals involved.
- interference
- Anything that blocks or changes the source’s intended meaning of the message.
- transactional
- Model of communication in which actions happen at the same time.
- constructivist
- Model of communication focusing on the negotiated meaning, or common ground, when trying to describe communication.
- intrapersonal communication
- Communication with yourself.
- interpersonal communication
- Communication between two people.
- group communication
- The exchange of information with those who are culturally, linguistically, and/or geographically alike.
- public communication
- Communication in which one person speaks or writes a message to a group of people.
- mass communication
- Involves sending a single message to a group.
- ethics
- Refers to a set of principles or rules for correct conduct.
- egalitarian
- Believing in basic equality.
Chapter 2: Delivering Your Message
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Chapter 2: Delivering Your Message
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Chapter 2: Delivering Your Message
- language
- A system of symbols, words, and/or gestures used to communicate meaning.
- semantic triangle
- Three-part model in which a symbol refers to a thought, which in turn refers to the thing it symbolizes.
- primary messages
- Refer to the intentional content in a message, both verbal and nonverbal.
- secondary messages
- Refer to the unintentional content in a message, both verbal and nonverbal.
- auxiliary messages
- Refer to the intentional and unintentional ways a primary message is communicated.
- attention statement
- The way you focus the audience’s attention on you and your speech.
- introduction
- Part of a speech that establishes a relationship with your audience and clearly states your topic.
- body
- Main content area of a speech.
- conclusion
- Part of a speech that provides the audience with a sense of closure by summarizing the main points and relating the points to the overall topic.
- residual message
- Idea or thought that stays with your audience well after the speech.
- syntactic rules
- Govern the order of words in a sentence.
- semantic rules
- Govern the meaning of words and how to interpret them.
- contextual rules
- Govern meaning and word choice according to context and social custom.
- paradigm
- A clear point of view involving theories, laws, and/or generalizations that provide a framework for understanding.
- denotative meaning
- A word’s common meaning, often found in the dictionary.
- connotative meaning
- A meaning often not found in the dictionary but in the community of users; it can involve an emotional association, and can be individual or collective, but is not universal.
- cliché
- A once-clever word or phrase that has lost its impact through overuse.
- jargon
- An occupation-specific language used by people in a given profession.
- slang
- The use of existing or newly invented words to take the place of standard or traditional words with the intent of adding an unconventional, nonstandard, humorous, or rebellious effect.
- sexist language
- Uses gender as a discriminating factor.
- racist language
- Discriminates against members of a given race or ethnic group.
- euphemism
- Involves substituting an acceptable word for an offensive, controversial, or unacceptable one that conveys the same or similar meaning.
- doublespeak
- The deliberate use of words to disguise, obscure, or change meaning.
- signposts (or indicators)
- Key words that alert the audience to a change in topic, a tangential explanation, an example, or a conclusion.
- precise words
- Words that paint as vivid and accurate a mental picture as possible for your audience.
Chapter 3: Understanding Your Audience
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Chapter 3: Understanding Your Audience
- awareness
- The ability to be conscious of events and stimuli.
- self
- One’s own sense of individuality, personal characteristics, motivations, and actions.
- attitude
- Your immediate disposition toward a concept or an object.
- beliefs
- Ideas based on our previous experiences and convictions, not necessarily based on logic or fact.
- values
- Core concepts and ideas of what we consider good or bad, right or wrong, or what is worth the sacrifice.
- self-image
- How you see yourself, how you would describe yourself to others.
- physical characteristics
- Eye color, hair length, height, and so forth.
- self-esteem
- How you feel about yourself; your feelings of self-worth, self-acceptance, and self-respect.
- self-concept
- What we perceive ourselves to be.
- looking-glass self
- How we look to others and how they view us, treat us, and interact with us to gain insight of our own identity.
- self-fulfilling prophecy
- Phenomenon in which someone’s behavior comes to match and mirror others’ expectations.
- preunderstanding
- A set of expectations and assumptions from previous experience that we apply to a new problem or situation.
- conventions
- Conventional language patterns for a specific genre.
- selection
- Action of sorting competing messages or choosing stimuli.
- stage
- The setting, scene, and context of the communication interaction.
- internal stimuli
- Those that arise from within one’s self, such as being hungry.
- external stimuli
- Involves stimulation from outside one’s self.
- selective exposure
- Both information we choose to pay attention to and information that we choose to ignore, or that is unavailable to us.
- selective attention
- Involves focusing on one stimulus and tuning out a competing stimulus.
- selective retention
- Involves choosing to remember one stimulus over another.
- organization
- The process of sorting information into logical categories or series.
- proximity
- The perceptual organization of information based on physical relationship of space to objects.
- continuity
- Tendency for our brain to see lines and movement where none exist.
- similarity
- The perceptual organization of information based on perceived points of common characteristics across distinct items.
- closure
- Our tendency to use previous knowledge to fill in the gaps in an incomplete idea or picture.
- individual differences
- Attributes that cause different people to perceive things differently.
- demographic traits
- Characteristics that make someone an individual, but that he or she has in common with others.
- reciprocity
- The mutual expectation for exchange of value or service.
- mutuality
- Searching for common ground and understanding with the audience.
- nonjudgmentalism
- Being open-minded; willing to examine diverse perspectives.
- honesty
- Truthfulness; a key ingredient in trust.
- respect
- Giving and displaying particular attention to the value you associate with someone or a group.
- active listening and reading
- Focusing your attention on the message you are hearing or reading, without distractions or interruptions.
Chapter 4: Effective Business Writing
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Chapter 4: Effective Business Writing
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Chapter 4: Effective Business Writing
- asynchronous
- Occurring at different times.
- conventions
- Conventional language patterns for a specific genre.
- targeted practice
- Identifying one’s weak areas and specifically working to improve them.
- critical thinking
- “Self-directed, self-disciplined, self-monitored, and self-corrective thinking.”
- rhetoric
- The art of presenting an argument.
- cognate strategies
- Ways of framing, expressing and representing a message to an audience.
- internal communication
- The sharing and understanding of meaning between individuals, departments, or representatives of the same business.
- external communication
- The sharing and understanding of meaning between individuals, departments, or representatives of the business and parties outside the organization.
- colloquial language
- An informal, conversational style of writing.
- casual language
- Involves everyday words and expressions in a familiar group context.
- formal language
- Focuses on professional expression with attention to roles, protocol, or appearance.
- syntax
- The grammatical arrangement of words in a sentence.
- abstract
- Referring to an intangible concept.
- concrete term
- Describes something we can see and touch.
- plagiarism
- Representing another’s work as your own.
- libel
- The written form of defamation, or a false statement that damages a reputation.
- bypassing
- The misunderstanding that occurs when the receiver completely misses the source’s intended meaning.
- reflection
- A mental review of the task and your performance.
- revise
- Change one word for another, make subtle changes, and improve a document.
Chapter 5: Writing Preparation
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Chapter 5: Writing Preparation
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- Section 1: Think, Then Write: Writing Preparation
- Section 2: A Planning Checklist for Business Messages
- Section 3: Research and Investigation: Getting Started
- Section 4: Ethics, Plagiarism, and Reliable Sources
- Section 5: Completing Your Research and Investigation
- Section 6: Reading and Analyzing
- Section 7: Additional Resources
Chapter 5: Writing Preparation
- critical thinking
- “Self-directed, self-disciplined, self-monitored, and self-corrective thinking.”
- confirmation bias
- When you only pay attention to information that reinforces your existing beliefs, and ignore or discredit information that contradicts your beliefs.
- egocentrism
- The use of self-centered standards to determine what to believe and what to reject.
- sociocentrism
- Involves the use of society-centered standards.
- general purpose
- The overall goal of the communication interaction: to inform, persuade, entertain, facilitate interaction, or motivate a reader.
- credibility
- Qualities, capabilities, or power to elicit from the audience belief in one’s character.
- plagiarism
- Representing another’s work as your own.
- metasearch
- Returning search results from several search engines at once.
- compiling
- Involves composing your speech out of materials from the documents and other sources you have collected.
- sensitivity
- Your capacity to respond to stimulation, be excited, be responsive, or be susceptible to new information.
- priming
- An excited state of awareness.
- exposure
- Involves your condition of being presented with views, ideas, experiences, or made known to you through direct experience.
- assimilation
- The process by which you integrate new ideas into your thinking patterns.
- accommodation
- The process by which you adapt or filter out new sources of information as they relate to your goal.
- incubation
- The process by which you cause an idea or ideas to develop in your mind.
- incorporation
- The process by which you bring the information into a whole or complete topic.
- production
- Involves the act of creating your speech from the elements you have gathered; you may start to consider what comes first, what goes last, and how you will link your ideas and examples together.
- revision
- The process by which you look over your speech again in order to correct or improve it.
Chapter 6: Writing
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Chapter 6: Writing
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Chapter 6: Writing
- ethos
- Credibility.
- logos
- Logic and reason.
- pathos
- Passion and enthusiasm.
- outline
- A framework that organizes main ideas and subordinate ideas in a hierarchical series.
- topic sentence
- Sentence that states the main thesis, purpose, or subject of the paragraph.
- body sentences
- Sentences that support the topic sentence and relate clearly to the subject matter of the paragraph and overall document.
- conclusion sentence
- Sentence that brings the paragraph to a close.
- declarative sentence
- Sentence that makes a statement.
- interrogative sentence
- Sentence that asks a question.
- imperative sentence
- Sentence that conveys a command.
- exclamatory sentence
- Sentence that expresses a strong emotion.
- transitions
- Bridges between ideas, thoughts or concepts; words, phrases, or visual devices that help the audience follow the speaker’s ideas, connect the main points to each other, and see the relationships in a speech.
- writing style
- Also known as voice or tone; the manner in which a writer addresses the reader.
- conversational tone
- Writing style that resembles oral communication.
- active voice
- Sentence structure in which the subject carries out the action.
- passive voice
- Sentence structure in which the subject receives the action.
- emotion
- A psychological and physical reaction, such as fear or anger, to stimuli that we experience as a feeling.
- emotional resistance
- Occurs when the audience gets tired, often to the point of rejection, of hearing messages that attempt to elicit an emotional response.
- fallacy
- False logic.
- verbatim
- Word for word.
- paraphrase
- To rewrite information in your own words.
- summarize
- To reduce a concept, idea, or data set to its most basic point or element.
- plagiarism
- Representing another’s work as your own.
- patch writing
- Verbatim cut-and-paste insertion of fragments of other publications into one’s own writing without crediting the sources.
Chapter 7: Revising and Presenting Your Writing
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Chapter 7: Revising and Presenting Your Writing
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Chapter 7: Revising and Presenting Your Writing
- readability
- Readers’ ability to read and comprehend the document.
- independent verification
- Looking up facts in a different source from the one where you got it.
- punctuation marks
- The traffic signals, signs, and indications that allow us to navigate the written word.
- grammar
- The written construction of meaning from words, involving customs that evolve and adapt to usage over time.
- verb tense
- Refers to the point in time where action occurs.
- infinitive
- Form of verb without a reference to time; in its standard form it includes the auxiliary word “to.”
- double negative
- A phrase or sentence construction that employs two negatives to indicate a positive.
- irregular verbs
- Verbs that change a vowel or convert to another word when representing the past tense.
- modifier
- Describes a subject in a sentence, or indicates how or when the subject carried out the action.
- prepositional phrase
- A phrase composed of a preposition and its object, which may be a noun, a pronoun, or a clause.
- parallel construction
- The use of the same grammatical pattern; it can be applied to words, phrases, and sentences.
- assertion
- A declaration, a statement of fact, or claim of fact.
- framing
- Placing an imaginary set of boundaries, much like a frame around a picture or a window, around a story, of what is included and omitted, influencing the story itself.
- template
- The normative expectations for a specific type of document.
- line justification
- Where the text lines up on the page.
- white space
- The space on the page free of text.
- typeface
- The visual design of symbols, including letters and numbers.
- serif
- A small cross line, often perpendicular to the stroke of the letter, that is decorative but also makes the letter easier to read.
Chapter 8: Feedback in the Writing Process
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Chapter 8: Feedback in the Writing Process
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Chapter 8: Feedback in the Writing Process
- feedback
- The verbal and/or nonverbal response to a message.
- grapevine
- The unofficial, informal communication network within an organization, often characterized by rumor, gossip, and innuendo.
- indirect feedback
- A response that does not come from directly from the receiver or source.
- direct feedback
- A response that comes from the receiver.
- internal feedback
- Feedback generated by the source in response to the message created by that same source.
- external feedback
- A response from the receiver.
- response rate
- The number of replies in relation to the number of letters sent.
- ratings
- Measurements of the estimated number of viewers.
- hit
- Event that is tracked when a browser, like Internet Explorer or Firefox, receives a file from a Web server.
- Web server
- A computer dedicated to serving the online requests for information via the Internet.
- page views
- A count of how many times a Web page is viewed, irrespective of the number of files it contains.
- cookies
- Small, time-encoded files that identify specific users.
- hubs
- Documents with many links.
- authority pages
- Frequently cited documents.
- qualitative research
- Involves interactions, which by their very nature are subject to interpretation and, as a result, are less reliable and statistically valid.
- quantitative research
- Investigation and analysis of data and relationships between data that can be represented by numbers.
- research methodologies
- The methods used in investigation.
- validity
- The extent to which a point, concept, conclusion, or indication of measurement is accurate based on rigorous examination.
- reliability
- The extent to which an assessment instrument measures the same way each time given the same variables, circumstances, or conditions.
- inter-rater reliability
- The degree to which each evaluator evaluates the same in similar contexts.
- statistically significant findings
- Conclusions that have a high level of reliability, in that if the same test is applied in the same context to the same subjects, the results will come out the same time and time again.
- evaluative feedback
- Often involves judgment of the writer and his or her ethos, or credibility.
- behavioral evaluation
- Assesses the action, not the actor.
- interpretive feedback
- Requests confirmation or clarification of a message, often in the form of a question.
- supportive feedback
- Communicates encouragement in response to a message.
- probing feedback
- Communicates targeted requests for specific information.
- understanding feedback
- Communicates sympathy and empathy for the source of the message.
Chapter 9: Business Writing in Action
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Chapter 9: Business Writing in Action
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Chapter 9: Business Writing in Action
- netiquette
- Etiquette, or protocols and norms for communication, on the Internet.
- texting
- Written communication in the form of brief messages using a digital device.
- Electronic mail.
- memo
- An abbreviation for memorandum; normally used for communicating policies, procedures, or related official business within an organization.
- grapevine
- The unofficial, informal communication network within an organization, often characterized by rumor, gossip, and innuendo.
- letter
- Brief message sent to recipient(s) that are often outside the organization.
- business proposal
- Document designed to make a persuasive appeal to the audience to achieve a defined outcome, often proposing a solution to a problem.
- report
- Document designed to record and convey information to the reader.
- résumé
- Document that summarizes your education, skills, talents, employment history, and experiences in a clear and concise format for potential employers.
- sales message
- The central persuasive message that intrigues, informs, persuades, calls to action, and closes the sale.
- ethos
- Credibility.
- pathos
- Passion and enthusiasm.
- logos
- Logic and reason.
- benefit
- What the buyer gains with the purchase.
Chapter 10: Developing Business Presentations
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Chapter 10: Developing Business Presentations
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Chapter 10: Developing Business Presentations
- appeal
- Involves the attractive power of arousing a sympathetic, stimulated response from the audience.
- appropriateness
- Involves a topic that is especially suitable or compatible with your audience’s interest, expectations, norms, or customs.
- ability
- Involves the natural aptitude or acquired proficiency to be able to perform.
- thesis statement
- A short, specific sentence capturing the central idea of your speech.
- compiling
- Involves composing your speech out of materials from the documents and other sources you have collected.
- sensitivity
- Your capacity to respond to stimulation, be excited, be responsive, or be susceptible to new information.
- exposure
- Involves your condition of being presented with views, ideas, experiences, or made known to you through direct experience.
- assimilation
- The process by which you integrate new ideas into your thinking patterns.
- accommodation
- The process by which you adapt or filter out new sources of information as they relate to your goal.
- incubation
- The process by which you cause an idea or ideas to develop in your mind.
- incorporation
- The process by which you bring the information into a whole or complete topic.
- production
- Involves the act of creating your speech from the elements you have gathered; you may start to consider what comes first, what goes last, and how you will link your ideas and examples together.
- revision
- The process by which you look over your speech again in order to correct or improve it.
- co-languages
- Language systems that exist and interact with dominant language but are nonetheless distinct from it.
- jargon
- An occupation-specific language used by people in a given profession.
- slang
- The use of existing or newly invented words to take the place of standard or traditional words with the intent of adding an unconventional, nonstandard, humorous, or rebellious effect.
- cultural value system
- What you value and pay attention to.
- role identities
- Expected social behaviors. Another aspect of intercultural communication that can act as a barrier to effective communication.
- goals
- What we value and are willing to work for, and varies widely across cultures.
- stereotypes
- Generalizations about a group of people that oversimplify their culture
- prejudice
- A negative preconceived judgment or opinion that guides conduct or social behavior.
- ethnocentrism
- The tendency to view other cultures as inferior to one’s own.
Chapter 11: Nonverbal Delivery
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Chapter 11: Nonverbal Delivery
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Chapter 11: Nonverbal Delivery
- nonverbal communication
- The process of conveying a message without the use of words.
- illustrator
- Nonverbal expression that reinforces a verbal message.
- emblem
- Nonverbal gesture that carries a specific meaning and can replace or reinforce words.
- regulator
- Nonverbal expression that controls, encourages, or discourages interaction.
- affect display
- An expression of emotion or mood.
- adaptor
- Something that helps us feel comfortable or indicates emotions or moods.
- self-adaptor
- Adapting something about yourself in way for which it was not designed or for no apparent purpose.
- object-adaptor
- Use of an object for a purpose other than its intended design.
- proxemics
- The study of the human use of space and distance in communication.
- territory
- The space you claim as your own, are responsible for, or are willing to defend.
- personal space
- The “bubble” of space surrounding each individual.
- chronemics
- The study of how we refer to and perceive time.
- kinesics
- The study of body movements.
- haptics
- Touch in communication interaction.
- paralanguage
- Involves verbal and nonverbal aspects of speech that influence meaning, including tone, intensity, pausing, and silence.
- pregnant pause
- A silence between verbal messages that is full of meaning.
- artifacts
- Nonverbal representations of communication.
- environment
- Involves the physical and psychological aspects of the communication context.
- anticipation step
- Raising the hand slightly to signal a nonverbal foreshadowing.
- implementation step
- Holding one hand at waist level pointing outward, and raising it up with your palm forward, as in the “stop” gesture.
- relaxation step
- Lowering your hand past your waistline and away from your body.
- facial gestures
- Using your face to display feelings and attitudes nonverbally.
- eye contact
- The speaker’s gaze that engages the audience members.
- diagram
- A visual depiction of how variables relate to each other or how something works.
- electronic slides
- Images created from templates in a slideware program such as PowerPoint which present visual information to the audience.
Chapter 12: Organization and Outlines
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Chapter 12: Organization and Outlines
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Chapter 12: Organization and Outlines
- rhetorical situation
- Involves three elements: the set of expectations inherent in the context, the audience, and the purpose of your speech or presentation.
- cognate strategies
- Ways of framing, expressing and representing a message to an audience.
- tone
- The general manner of expression of the message.
- clarity
- Strategies that help the receiver (audience) to decode the message, to understand it quickly and completely, and when necessary, to react without ambivalence.
- conciseness
- Being brief and direct in the visual and verbal delivery of your message, avoiding unnecessary intricacy.
- arrangement
- Order; the organization of visual (and verbal) elements.
- credibility
- Qualities, capabilities, or power to elicit from the audience belief in one’s character.
- expectations
- Anticipation of the norms, roles and outcomes of the speaker and the speech.
- reference
- Attention to the source and way you present your information.
- five-finger model of public speaking
- Consists of the attention statement, introduction, body, conclusion, residual message.
- attention statement
- The way you focus the audience’s attention on you and your speech.
- introduction
- Part of a speech that establishes a relationship with your audience and clearly states your topic.
- body
- Main content area of a speech.
- conclusion
- Part of a speech that provides the audience with a sense of closure by summarizing the main points and relating the points to the overall topic.
- residual message
- Idea or thought that stays with your audience well after the speech.
- outline
- A framework that organizes main ideas and subordinate ideas in a hierarchical series.
- organizing principle
- A core assumption around which everything else is arranged.
- transitions
- Bridges between ideas, thoughts or concepts; words, phrases, or visual devices that help the audience follow the speaker’s ideas, connect the main points to each other, and see the relationships in a speech.
Chapter 13: Presentations to Inform
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- Section 1: Functions of the Presentation to Inform
- Section 2: Types of Presentations to Inform
- Section 3: Adapting Your Presentation to Teach
- Section 4: Diverse Types of Intelligence and Learning Styles
- Section 5: Preparing Your Speech to Inform
- Section 6: Creating an Informative Presentation
- Section 7: Additional Resources
Chapter 13: Presentations to Inform
- exposition
- A public exhibition or display, often expressing a complex topic in a way that makes the relationships and content clear.
- interpretation
- Adapting the information to communicate a message, perspective, or agenda.
- bias
- An unreasoned or not-well-thought-out judgment.
- point of view
- Your perception of an idea or concept from your previous experience and understanding.
- presentation to inform
- An explanation, a report, a description, or a demonstration of how to do something.
- relevance
- Means that the information applies, relates, or has significance to the listener.
- interest
- Qualities that arouse attention, stimulate curiosity, or move an individual to a more excited state of mind.
- novelty
- Quality of being new, unusual, or unfamiliar.
- importance
- Involves perceptions of worth, value, and usefulness.
- framing
- Placing an imaginary set of boundaries, much like a frame around a picture or a window, around a story, of what is included and omitted, influencing the story itself.
- gatekeeping
- “A process of determining what news, information, or entertainment will reach a mass audience.”
- agenda setting
- Selecting what the audience will see and hear and in what order.
- culture
- “A set of beliefs and understandings a society has about the world, its place in it, and the various activities used to celebrate and reinforce those beliefs.”
- theory of learning styles
- The idea that people learn better if the message is presented in a strategy that fits with the types of intelligence in which they are strongest.
- reciprocity
- The mutual expectation for exchange of value or service.
- mutuality
- Searching for common ground and understanding with the audience.
- nonjudgmentalism
- Being open-minded; willing to examine diverse perspectives.
- honesty
- Truthfulness; a key ingredient in trust.
- respect
- Giving and displaying particular attention to the value you associate with someone or a group.
- trust
- The ability to rely on the character or truth of someone.
- exploitation
- Taking advantage of someone or something; using someone else for one’s own purposes.
- tailoring your message
- Zeroing in on your target audience.
Chapter 14: Presentations to Persuade
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- Section 1: What Is Persuasion?
- Section 2: Principles of Persuasion
- Section 3: Functions of the Presentation to Persuade
- Section 4: Meeting the Listener’s Basic Needs
- Section 5: Making an Argument
- Section 6: Speaking Ethically and Avoiding Fallacies
- Section 7: Sample Persuasive Speech
- Section 8: Elevator Speech
- Section 9: Additional Resources
Chapter 14: Presentations to Persuade
- persuasion
- An act or process of presenting arguments to move, motivate, or change your audience.
- motivation
- Involves the force, stimulus, or influence to bring about change.
- measurable gain
- A system of assessing the extent to which audience members respond to a persuasive message.
- reciprocity
- The mutual expectation for exchange of value or service.
- scarcity
- The perception of inadequate supply or a limited resource.
- adoption
- Persuading the audience to take on a new way of thinking or adopt a new idea.
- discontinuance
- Persuading the audience to stop doing something that they have been doing.
- deterrence
- Persuading audience not to start something if they haven’t already started.
- continuance
- Persuading the audience to continue doing what they have been doing.
- self-actualization
- Involves reaching your full potential, feeling accepted for who you are, and perceiving a degree of control or empowerment in your environment.
- social penetration theory
- Theory by Irwin Altman and Dalmas Taylor which describes how we move from superficial talk to intimate and revealing talk.
- emotion
- A psychological and physical reaction, such as fear or anger, to stimuli that we experience as a feeling.
- emotional resistance
- Occurs when the audience gets tired, often to the point of rejection, of hearing messages that attempt to elicit an emotional response.
- fallacy
- False logic.
- elevator speech
- A presentation that persuades the listener in less than thirty seconds.
Chapter 15: Business Presentations in Action
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Chapter 15: Business Presentations in Action
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- Section 1: Sound Bites and Quotables
- Section 2: Telephone/VoIP Communication
- Section 3: Meetings
- Section 4: Celebrations: Toasts and Roasts
- Section 5: Media Interviews
- Section 6: Introducing a Speaker
- Section 7: Presenting or Accepting an Award
- Section 8: Serving as Master of Ceremonies
- Section 9: Viral Messages
- Section 10: Additional Resources
Chapter 15: Business Presentations in Action
- sound bites
- Brief statements that zero in on the point of a larger or longer message.
- slogans
- Phrases that express the goals, aims or nature of a product, service, person, or company.
- quotes
- Memorable sayings extracted from written or verbal messages.
- feedback
- The verbal and/or nonverbal response to a message.
- meeting
- Group communication in action around a defined agenda, at a set time, for an established duration.
- toasts
- Formal expressions of goodwill, appreciation, or calls for group attention to an issue or person in a public setting, often followed by synchronous consumption of beverages.
- etiquette
- A conventional social custom or rule for polite behavior.
- roasts
- Public proclamations that honor someone by ridiculing or criticizing them.
- media interview
- A discussion involving questions and answers for the purpose of broadcast or publication.
- speaker introduction
- Establishes the speaker’s credibility, motivates audience interest, and says what the speaker could not say.
- award
- A symbol of approval, recognition, or distinction that honors the recipient in public.
- master of ceremonies
- Person designated to conduct a ritual gathering.
- viral messages
- Words, sounds, or images that compel the audience to pass them along.
- appeal to emotion
- A word, sound, or image that arouses an emotional response in the audience.
- trigger
- A word, sound, or image that causes an activity, precipitates an event or interaction, or provokes a reaction between two or more people.
Chapter 16: Intrapersonal and Interpersonal Business Communication
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Chapter 16: Intrapersonal and Interpersonal Business Communication
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Chapter 16: Intrapersonal and Interpersonal Business Communication
- intrapersonal communication
- Communication with yourself.
- self
- One’s own sense of individuality, personal characteristics, motivations, and actions.
- self-concept
- What we perceive ourselves to be.
- social comparisons
- Evaluating ourselves in relation to our peers of similar status, similar characteristics, or similar qualities.
- internal monologue
- The self-talk of intrapersonal communication.
- affection
- Related to the need for appreciation.
- underpersonals
- People who seek limited interaction.
- overpersonals
- People who have a strong need to be liked and constantly seek attention from others.
- personal individual
- The person who strikes a healthy balance in terms of human interaction.
- control
- The ability to influence people and events.
- autocratic
- Self-directed in terms of control.
- abdicrats
- People who shift the burn of responsibility from themselves to others.
- democrats
- People who share the need for control between the individual and the group.
- undersocials
- People who are less likely to seek interaction, may prefer smaller groups, and will generally not be found on center stage.
- oversocials
- People who crave the spotlight of attention and are highly motivated to seek belonging.
- social person
- Person who strikes a healthy balance between being withdrawn and being the constant center of attention.
- self-disclosure
- Information, thoughts, or feelings we tell others about ourselves that they would not otherwise know.
- dyadic effect
- The expectation that when we reveal something about ourselves, others will reciprocate.
- interpersonal communication
- Communication between two people.
- predicted outcome value theory
- Asserts that not only do we want to reduce uncertainty, we also want to maximize our possible benefit from the association.
- initiation
- The first stage of a conversation.
- phatic communion
- Ritual small talk.
- preview
- An indication, verbal or nonverbal, of what the conversation is about, both in terms of content and of the relationship.
- employment interview
- An exchange between a candidate and a prospective employer (or their representative).
- conflict
- The physical or psychological struggle associated with the perception of opposing or incompatible goals, desires, demands, wants, or needs.
- defensive communication
- Characterized by control, evaluation, and judgments.
- supportive communication
- Focuses on the points and not personalities.
- face-detracting strategies
- Messages or statements that take away from the respect, integrity, or credibility of a person.
- face-saving strategies
- Messages or statements that protect credibility and separate message from messenger.
- empathetic listening
- Listening to both the literal and implied meanings within a message.
- gunnysacking (or backpacking)
- The imaginary bag we all carry, into which we place unresolved conflicts or grievances over time.
Chapter 17: Negative News and Crisis Communication
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Chapter 17: Negative News and Crisis Communication
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Chapter 17: Negative News and Crisis Communication
- negative news message
- News that the audience does not want to hear, read, or receive.
- soft sell message
- A subtle, low-pressure method of selling, cross-selling, or advertising a product or service.
- internal communication
- The sharing and understanding of meaning between individuals, departments, or representatives of the same business.
- external communication
- The sharing and understanding of meaning between individuals, departments, or representatives of the business and parties outside the organization.
- assurance
- Statement that the contributing factors that gave rise to the situation has been corrected or where beyond the control of the company and its representatives.
- feedback
- The verbal and/or nonverbal response to a message.
- customer relationship management
- The relationship between the organization (sometimes represented by the product or service itself) and the customer.
- anomaly
- Something that doesn’t fit, challenges the existing norm, or stands apart from the anticipated results.
- qualitative research
- Involves interactions, which by their very nature are subject to interpretation and, as a result, are less reliable and statistically valid.
- confounding factors
- Factors that can alter the results; must be anticipated and controlled.
- quantitative research
- Investigation and analysis of data and relationships between data that can be represented by numbers.
- open-ended questions
- Allow for interpretation and a range of responses in the respondent’s own words.
- closed-ended questions
- Limit the responses to a preselected range of options or choices.
- categorical questions
- Limit the responses to two categories.
- multiple choice questions
- Allow for specific choices and limit the range of options.
- Likert Scale questions
- Allow for the conversion of feelings, attitudes, and perceptions into numbers in a range.
- ordinal questions
- Request the respondent to rank order specific options.
- numerical questions
- Request a specific number, often a birthdate or a serial number, that itself carries meaning.
- crisis communication plan
- The prepared scenario document that organizes information into responsibilities and lines of communication prior to an event.
- press conference
- A presentation of information to the media.
Chapter 18: Intercultural and International Business Communication
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Chapter 18: Intercultural and International Business Communication
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- Section 1: Intercultural Communication
- Section 2: How to Understand Intercultural Communication
- Section 3: Common Cultural Characteristics
- Section 4: Divergent Cultural Characteristics
- Section 5: International Communication and the Global Marketplace
- Section 6: Styles of Management
- Section 7: The International Assignment
- Section 8: Additional Resources
Chapter 18: Intercultural and International Business Communication
- artifacts
- Nonverbal representations of communication.
- intracultural communication
- Communication within the same culture.
- intrapersonal communication
- Communication with yourself.
- ethnocentrism
- The tendency to view other cultures as inferior to one’s own.
- prejudice
- A negative preconceived judgment or opinion that guides conduct or social behavior.McLean, S. (2005). The basics of interpersonal communication. Boston, MA: Allyn & Bacon.
- assume similarity
- Thinking that people are all basically similar.
- rites of initiation
- These mark the transition of the role or status of the individual within the group.
- individualistic cultures
- This culture values individual freedom and personal independence.
- explicit-rule culture
- Rules are clearly communicated so that everyone is aware of them.
- implicit-rule culture
- Rules are often understood and communicated nonverbally.
- monochromatic time
- Interruptions are to be avoided, and everything has its own specific time.
- polychromatic time
- A more fluid approach to scheduling time, where several things can be done at once, and each may have different levels of importance and urgency.
- democracy
- Political system or form of government that promotes the involvement of the individual.
- centralized rule
- Political system where power is concentrated, such as dictatorship, communism, or theocracy.
- anarchy
- Political state in which there is no government.
- civil law
- Legal system in which the rules are spelled out in detail and judges are responsible for applying the law to the given case.
- common law
- Legal system in which the judge interprets the law and considers the concept of precedent, or previous decisions.
- global village
- Characterized by information and transportation technologies that reduce the time and space required to interact.
- Theory X
- Asserts that workers are motivated by their basic (low-level) needs and have a general disposition against labor.
- Theory Y
- Views employees as ambitious, self-directed, and capable of self-motivation.
- Theory Z
- Combines elements of both Theory X and Y; views workers as having a high need for reinforcement and belonging.
- acculturation
- The transition to living abroad.
Chapter 19: Group Communication, Teamwork, and Leadership
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Chapter 19: Group Communication, Teamwork, and Leadership
- group communication
- The exchange of information with those who are culturally, linguistically, and/or geographically alike.
- primary groups
- Groups that meet most, if not all, of one’s needs.
- secondary groups
- Groups that meet some, but not all, of individuals’ needs.
- group
- Three or more individuals who affiliate, interact or cooperate in a familial, social, or work context.
- microgroup
- A small, independent group that has a link, affiliation, or association with a larger group.
- group socialization
- Involves how the group members interact with one another and form relationships.
- socialization
- The process of learning to associate, communicate, or interact within a group.
- forming stage (orientation stage)
- Initiation of group formation in which individual group members come to know each other.
- uncertainty theory
- States that we choose to know more about others with whom we have interactions in order to reduce or resolve the anxiety associated with the unknown.
- storming stage
- Time of struggles as group members themselves sort out their differences.
- norming stage
- Time when the group establishes norms, or informal rules, for behavior and interaction.
- performing stage
- Time when the group accomplishes its mandate, fulfills its purpose, and reaches its goals.
- adjourning stage
- Time when group members leave the group.
- potential member
- Individual who is qualified to join a group but has not yet joined.
- new group member
- Individual who is still learning the group’s norms and rules.
- full member
- Individual who is a known quantity, is familiar with the group’s norms, and feels free to express opinions.
- divergent group member
- Individuals who pull back, contribute less, and start to see themselves as separate from the group.
- marginal group member
- Individual who looks outside the group for fulfillment of personal needs.
- ex-member
- Individual who no longer belongs to a group.
- cost-benefit analysis
- Method of ranking each possible solution according to its probable impact.
- double-booking
- Misunderstanding in which two meetings are scheduled at the same time in the same place.
- pronunciation
- The way a word or phrase sounds when stated orally.
- quality
- Emotional tone of one’s voice.
- volume
- Loudness or softness of one’s voice.
- pitch
- Frequency, high or low, of one’s voice.
- forums
- Theme-based Web sites that gather a community of individuals dedicated to a common interest.
- professional networking sites
- A site that allows people to link to and interact with others who work in their industry or related ones.
- blogs
- Web pages with periodic posts that may or may not feature feedback responses from readers.
- wikis
- Collaborations on Web content that are created and edited by users.
- cloud computing
- Involves secure access of files from anywhere as information is stored remotely.
- social networking site
- A site where people gather virtually to interact.
- organizational communication
- The study of the communication context, environment, and interaction within an organization.
- groupthink
- Tendency to accept the group’s ideas and actions in spite of individual concerns.
- appointed leader
- Individual designated by an authority to serve in the leadership capacity.
- democratic leader
- Individual elected by a group to serve as its leader.
- emergent leader
- Individual who grows into the leadership role, often out of necessity.
- autocratic leader
- Self-directed leader who establishes norms and conduct for the group.
- laissez-faire leader
- Individual who practices a “live and let live” style of leadership.
- leader-as-technician
- Occurs when the leader has skills that others do not.
- leader-as-conductor
- Central role of bringing people together for a common goal.
- leader-as-coach
- Individual serving as a teacher, motivator, and keeper of the goals of the group.
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APA Format:McLean, Scott., Business Communication for Success. Retrieved May 16, 2012 from http://www.flatworldknowledge.com/node/69856 .
MLA Format:McLean, Scott. Business Communication for Success. 1969 . Flat World Knowledge. 16 May, 2012. <http://www.flatworldknowledge.com/node/69856> .
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