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What is communication?
It's the process of sending and receiving symbols with meanings attached.
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What is effective communication?
It's when the intended meaning of the source and the perceived meaning of the receiver are identical
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What is the main trait of effective communication?
It occurs at minimum cost
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What is noise?
Anything that interferes with communication effectiveness
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What is a communication channel?
The medium through which a message is sent
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Where does nonverbal communication take place?
It takes place through gestures and body language
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How does a mixed message come about?
When words communicate one message while actions body language, or appearance communicate something else.
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What is filtering?
The intentional distortion of information to make it appear most favorable to the recipient
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What is perception?
The process through which people receive, organize, and interpret information from the environment.
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What is a stereotype?
It's when attributes commonly associated with a group are assigned to an individual
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What is the halo effect?
One attribute is used to develop an overall impression of a person or situation
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What is selective perception?
The tendency to define problems from one's own point of view
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What is projection?
Assigning personal attributes to other individuals
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What benefit is gained from active listening?
This helps the source of a message say what he or she really means
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What is feedback?
It's the process of telling someone else how you feel about something that person did or said
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How should someone give feedback?
- Use feelings
- Be specific
- Pick the right time
- Make sure the receiver can actually do something about it
- Give in small doses
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What is management by wandering around (MBWA)?
Workers at all levels talk with bosses about a variety of work-related matters
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What is 360 degree feedback?
It involves upward appraisals from subordinates as well as additional feedback from peers, internal and external customers, and higher managers
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What is proxemics?
The use of interpersonal space
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What is ethnocentrism?
the tendency to consider one's culture superior to others
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What is a conflict?
A disagreement over issues of substance and/or an emotional antagonism
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What is conflict resolution?
The removal of substantial and/or emotional reasons for a conflict
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What is avoidance?
Pretending the conflict doesn't exist
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What is accommodation?
Playing down differences to avoid conflict
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What is competition/
The use of force or superior skill to "win" a conflict
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What is a compromise?
When each party gives up something of value to the other
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What is collaboration?
Involves working out differences and solving problems so everyone wins
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What is negotiation?
The process of making joint decisions when the parties involved have difference preferences
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What is distributive negotiation?
This focuses on win-lose claims made by each party.
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What is principled negotiation?
When a negotiation focuses on a win-win orientation to reach solutions acceptable to each party
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What is mediation?
What a neutral third party tries to improve communication between negotiating parties.
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What is arbitration?
When a neutral third party, the arbitrator, who acts as a "judge", issues a binding decision.
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