communication
process of creating and exchanging meaning through symbolic interaction
context
situation in which communication occurs
appropriateness
what is suitable for a specific situation
role
part played in a specific setting or situation, guideline to use as a basis for making appropriate communication choices
norm
stated or implied expectation
standard
established level of requirement or excellence
competent communicator
someone who incorporates knowledge, attitudes, and skills into their communication to make it effective and appropriate
task skill
communication skills needed to do a job, complete a task or reach a goal effectively
relationship skills
communication skills needed to nurture and maintain goodwill with people
organization
number of people with specific responsibilities who are united for some purpose, three broader needs fulfilled by organizations are identity, unity and preservation
culture
set of life patterns passed down from one generation to the next in a group of people
organizational culture
how an organization thinks, what it finds important and how it conducts business
culture shock
confusion or anxiety that sometimes results when people come into contact with a culture different from their own
elements of culture
heroes, traditions, environment, goals, values and beliefs, systems, structure
social responsibility
obligation or willingness to work toward the well-being of others
conflict
struggle between two or more parties who sense interference in achieving goals
transactional process
involves exchange
physical environment
influences the quality of interaction within the physical space
climate
influences the emotional, attitudinal, and intellectual tone of communication
communicator
creates meaning, sends and receives messages, and exchanges meaning
message
conveys meaning, feeling and various kinds of energy from sender receiver to receiver sender
channel
provides the space through which the message must pass; determines the method used to send the message
noise
interferes with or disrupts communication
barrier
blocks communication
feedback
assures the sender-receiver that communication has occurred
allows the receiver-sender to adjust or modify a message
provides insight into the sender-receiver's communication
sender-receiver
the person who sends a message to someone
receiver-sender
person who receives a message
message
information that is exchanged between communicators to convey meanings and feelings between senders and receivers
components of a message
content, communicator's feelings, relationship between communicators
data
made up of those thinfs that catch a communicator's attention; objects, people, thoughts, memories and messages sent by others; taken in by senses
sensory perception
complex physical process of taking in data through the 5 senses
encoding
mental process of assigning meaning and language to data
transmitting
physical process of sending verbal and nonverbal messages
acquiring
physical process receiver-senders use to take in the sender's message
decoding
mental process receiver-senders use to create meaning from language
5 levels of communication
intrapersonal, interpersonal, small group, one to group, mass
perception
process use to assign meaning to data or world
perception process
sensor perception, selective perception personal perception
selective perception
mental process of choosing which data or stimuli to focus on
perception check
question that helps you determine the accuracy and validity of your perceptions
feed-forward
offer an explanation that you want to make or a reason or explanation for a question, request, or offer
self-concept
self-perception, the view you have of yourself
self-disclosure
the level to which you express yourself to others
nonverbal communication
system of symbolic behaviors that includes all forms of communication except words; ambiguous, contextual, cultural, subconscious
pitch
highness or lowness of sound on a musical scale
range
variations possible for a speaker to reach, highest to lowest pitch possible
inflection
rising and falling of pitch that adds variety to speaking; can reveal the meaning and feeling underlying his or her message
tone
specific vocal quality
rate
how fast or slowly someone speaks
tempo
rhythmic quality of a person's speech
kinesics
use of the body in communication
artifacts
articles of adornment
listening
physical and psychological process that involves acquiring, assigning meaning, and responding to symbolic messages from others
hearing
physical process of receiving sound
attending
choosing, consciously or unconsciously to focus your attention on verbal or nonverbal stimuli
understanding
complex mental process that involves decoding the symbolic message received from others and the interpreting and assigning a personal meaning to that message
interpreting
process in which you personalize the sender's message to determine meaning for you
responding
listener's internal emotional and intellectual reaction to a message
active listening
listener participates fully in the communication process
passive listening
listener does not actively participate in interactions
impatient listening
short bursts of active listening interrupted by noise and other distractions; anticipatory, defensive, combative, distracted
critical listening
listening to comprehend ideas and information in order to achieve a specific goal or purpose
deliberative listening
listening to understand, analyze and evaluate messages so you can accept or reject a point of view, make a decision, or take action
emphatic listening
listening to understand, participate in, and enhance a relationship
appreciative listening
listening to enjoy a speaker's message or performance on an artistic level
integrating
to blend things so that they function together as a whole
personal style
a pattern of clear and consistent communication choices that reflects a person's individuality and distinguishes them from other individuals
dominant style
fast paced and more task-oriented that people-oriented
influencing style
fast paced and more people-oriented than task-oriented
steady style
slow-paced, both people and task-oriented
conscientious style
slow paced and task-oriented
open-ended question
broad in scope, requires more than a single word answer
closed question
one that requires a very specific answer, often one word
paraphrase
repeat a message in your own words
etiquette
an established code of behavior or courtesy
protocol
a code of etiquette that is written and prescribed by an organization
constructive criticism
a negative evaluation done in a way that brings about positive change
descriptive communication
talk that paints a picture of the facts of a situation
evaluative communication
talk that tells how you interpret a behavior and how you feel about a situation
integrating
to blend things so they function as a whole
dominant style
fast paced and task oriented, business like, straight to the point
influencing style
fast paced and people oriented, "interactor" style, extroverted and optimistic
steady style
slow paced and both people and task oriented, cooperative, efficient, reserved, attention to detail
conscientious style
slow paced and task oriented, highly analytical perfectionists
open ended question
broad in scope
closed question
specific answer
tact
knowing what to say or do
paraphrase
restate in your own words
protocol
written code of etiquette prescribed by an organization
etiquette
established code of behavior or courtesy
constructive criticism
negative evaluation done in a way that brings about positive results
descriptive communication
talk that paints a picture of the facts of a situation
evaluative communication
talk that tells how you interpret a behavior and how you feel about a situation
interview
formal 2 party communication in which at least on of the participants has a set purpose
information-gathering interview
interviewer obtains information from an interviewee
survey interviews
gather information from a number of people
investigative interview
interviewer uses questions to find out unknown information, used to determine the cause of an event
exit interview
used to determine why someone has left an organization
information-giving interview
interviewer gives information to an interviewee
performance appraisal
evaluation of how well you have achieved your goals and objectives over a set period of time
counseling interview
interviewer helps an interviewee decide on a course of action
employment interview
process employers use to judge whether a jab candidate is qualified and well suited for a position
interview process
sequence of actions that results in an effective interview
scheduled interview
questions are standardized
demeanor
outward behavior
body language
how people nonverbally express feelings and attitudes
discriminate
to treat differently based on reasons other than merit or quality
group
small number of people who identify and interact with one another because of a common interest, bond or goal
committee
group with a specialized task that is part of the basic structure of an organization
team
small group that usually is given power to make and implement decisions
advocacy group
group set up tp specifically support, defend, or lobby for a cause or group
group goal
identifies what specific task are to be accomplished and what the expected group outcome is
prescribed goal
assigned by a person of authority
emergent goal
set by the group itself
task group
group that is given a specific job or task to complete
information-gathering group
designed specifically to gather data into a summary report
policy-making group
has the task of creating procedural rules that all organizational members must follow
action group
appointed to plan and implement a specific course of action, solve organizational problems
social group
group that someone joins for purely personal reasons
informal social group
membership encouraged but not required
formal social group
organization chooses members to participate in community activities
problem
difficulty or uncertainty
problem solving
act of understanding the nature of a dilemma
criteria
standards or conditions that any solutionmust meet in order to be acceptable
brainstorming
process of quickly listing all ideas that come to mind regarding a specific topic
decision making
examining a set of alternatives and using reason and logic to select the best one
group norms
informal often unstated rules about what behavior is appropriate in a group
prescribed norm
rule for appropriate behavior that is routinely taught to new group members
emergent norm
group norm that develops from the group interaction and the mix of group members' personalities
initiator
works to get the group started toward achieving the group goal
facilitator
person who adds energy to the group by helping group members follow through on tasks
agitator
inject negative energy into the group
groupthink
name for poor decision-making in a group because group members have a stronger desire to agree with one another than solve the problem
group dynamics
energy created as group members communicate and interact with each other in commitees, teams and other groups
group discussion
occurs when 3 or more people exchange ideas on a specific topic for a specific purpose
task need
need that directly relates to the business and goals of the group
maintenance need
relates to the feeling of group members and their relationships to one another
steps for diagnosing conflict
Identify conflict, determine level of conflict, analyze relationships involved, determine level of interdependence, analyze type of conflict, identify source, analyze severity
conflict over facts
Disagreement over something that can be proven true or false
conflict over values
Disagreement over priorities
conflict over policies
Disagreement that deals with differences over how best to complete a task
avoidance
Keeping away from or withdrawing from something
accommodation
Mantaining harmony with other by giving in to their wishes
coercion
trying to force others to go along with your wishes
compromise
settling differences by having each party give up something
negotiation
bargaining with others to gain what you want
collaboration
working together to achoeve some result
leader
some one who influences or inspires others to act in specific ways tp accomplish a common goal
appointed leader
given his position by a person in history
emergent leader
chosen by peers because of personality, power, special circumstances of the group task
trait approach
assumes that leaders share certain personality traits that help them lead successfully
style approach
assumes that the leader's communication method and use of power with followers determines his success
functional approach
suggests that successful leaders both recognize and actively perform needed tasks
power
ability of one person to get others to behave in a particular way or to carry out certain actions
6 main types of leadership power
legitimate, reward, coercive, expert, informational, referent
resistance
force generated within a person that keeps him or her from accepting another's use of power
legitimate power
assigned to anyone that holds a particular postion, office or title
reward power
ability to repay others in exchange for complying with given direction
coercive power
ability to force others to do something by punishing them if they do not comply
expert power
held by the person who knows the most about the work that must be done
informational power
held by individuals who have access to needed information
referent power
influence held by someone who is respected,liked, or otherwise admired
professional presentation
informed, organized oral statement made to a group
formal presentation
scheduled in advance and involves individual or team research and AV support
informal presentation
occur daily or on ongoing basis, shorter and more spontaneous
ethos
image the presenter displays to audience
demographics
info about group's age, gender etc.
informative presentation
conveys ideas and information in a clear, accurate and objective manner to gain an audience's interest
persuasive presentation
attempts to get an audience to voluntarily change its thought, beliefs, or action on a topic
motivational presentation
inspires or encourages an audience; more persuasive than informative
attention device
tool used by speakers to grab the interest of an audience
thesis statement
clearly written, simple sentence or question that states your point in the presentation
audience orientation
provides audience members with information they will need to understand the presentation
spatial order
arrangment according to how a topic is put together or by physical location of its elements
topical order
groupd ideas by some logical theme or division
monroe's motivated sequence
designed for speeches that seek to sersuade or potivate an audience to take immediate action
Thesis statement
attention>need>satisfaction>visualization>action
logical proof
specific piece of verifiable information that supports a statement, adds the strongest suppot to a point
ethical proof
piece of supporting information that builds a speaker's credibility on a topic, demonstrates unique qualification to speak on a topic
pathetic proof
support material that gives emotional appeal to a presentation
amplification device
information that extends or clarifies an idea for an audience; descriptions, comparisons, contrasts, examples
oral style
the way a presenter uses language to express ideas
method of delivery
the way you orally send your message to your audience; memorized, manuscript, extemporaneous, impromptu
panel discussion
formal presentation in which a group of people discusses an announced topic in front of an audience
panel discussion-forum
post-discussion interaction with the audience is included as a part of the presentation
symposium
group presentation in which individual speakers give prepared presentation on aspects of a topic and have little or no interaction with the other presenters
symposium-forum
audience is invited to ask questions or make comments after the presentations
communication apprehension
fear or nervousness associated with making a presentation
internalization
going over something until you absorb it
delivery
how a presenter uses his or her bidy and voice to communicate a message to an audience
delivery
how a presenter uses his or her bidy and voice to communicate a message to an audience
stage presence
illusion created by the quality of the energy, poise, confidence, and control that a presenter conveys to an audience
stage presence
illusion created by the quality of the energy, poise, confidence, and control that a presenter conveys to an audience
critic
someone who is qualified to analyze and make judgements about something
critic
someone who is qualified to analyze and make judgements about something
critical perspective
standard by which a presentation is judged to be successful or unsuccessful
critical perspective
standard by which a presentation is judged to be successful or unsuccessful
judgement by results
evaluates whether or not a presenter accomplished the goal of the presentation
judgement by results
evaluates whether or not a presenter accomplished the goal of the presentation
judgement by ethical standards
determines whether a presenter behaved ethically in the presentation, regardless of the success of the goals of presentation
judgement by ethical standards
determines whether a presenter behaved ethically in the presentation, regardless of the success of the goals of presentation
judgement by aesthetics
evaluates the overall appearance or impact of a presentation
judgement by aesthetics
evaluates the overall appearance or impact of a presentation
judement by multiple standards
uses 2 or more critical standards to determine the success of presentation
judement by multiple standards
uses 2 or more critical standards to determine the success of presentation