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Details

MGMT Chapter 15
Block 3 MGMT Communication
19
Business
Undergraduate 3
02/23/2013

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Cards

Term
What are the barriers to effective communication?
Definition

- Filtering

- Selective Perception

- Emotions

- Language

- Nonverbal Cues

Term
Filtering
Definition
deliberate manipulation of information to make it more favorable to the receiver
Term
Selective Perception
Definition
Receiving only selected parts of a message (hearing or seeing only what you want to)
Term
Emotions
Definition
messages are interpreted differently depending on the emotions of the receiver (and the sender) at the time the message is sent/received
Term
Language
Definition
Words have different meaning to different people; especially technical language
Term
Non verbal cues
Definition
words and nonverbals may be inconsistent
Term
Oral Communication
Definition

Speeches, Conversations, presentations

 

Term
Advantages of Oral communication
Definition

Two-way

Immediate feedback

more cues (nonverbals)

 

MOST Persuasive of all channels

Term
Disadvantages of Oral Communication
Definition

Poorly thought out at times

no permanent record

Term
Nonverbal Communication
Definition
Any communication that does not involve words
Term
Kinesics
Definition

movements of the body and face

(nonverbal)

Term
Paralanguage
Definition

the pitch, tone, rate, volume and speaking pattern of a person's voice

(nonverbal)

Term
Verbal/Nonverbal Communication Amounts
Definition

Words (verbal) 10%

 

Sounds (paralanguage) 30% Three times verbal amount

 

Body Language (kinesics) 60% six times verbal amount

Term
5 steps to being an active listener
Definition

1. Make eye contact

2. Avoid distractiong actions

3. Clarify responses (ask questions to clear up ambiguities but don't interrupt)

4. Paraphrase Responses (restate the speaker's comments in your own words)

5. Summerize responses (review the speaker's main points)

Term
Effective Feedback
Definition

- Set an agenda, stick to it

- Focus on specific behaviors

- Keep feeback impersonal

- Keep feedback goal-oriented

- Make feedback well-timed

- Ensure understainding, as receiver

- Negative feedback for improvement

- "sandwich" approach but get to the point

Term
What are ways that liars are less forthcoming than truth tellers?
Definition

- Less talking time

- Less detail

- More pressing lips

Term
Liars tll less compelling tales than truth tellers. Signs are:
Definition

- Less plausible

- Poor logical structure

- More discrepancy, contradictory attitude/ feeling

- more uncertainty

- more words and phrase repititions

Term
Ways that liars are less positive and pleasant
Definition

- Less cooperative

- More negative statements and complaints

- Less facial pleasantness

Term
Ways liars are more tense
Definition

- More nervous

- More vocal tension

- Pupil dilation

- fidgeting

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