Business Communications Test Two

external

Physical listening barrier (external or internal)

internal

Personal listening barrier (external or internal)

physical

listening barrier: pen clicking, peers, building, traffic

personal

listening barrier: hunger, bordum, pain, relationships

gender

listening barrier: men - task oriented

gender

listening barrier: women - relationship oriented

semantic

listening barrier: language/speech differences, generational, cultural

technology

listening barrier: too much data, need for constant stimulation, needs to stay in its lane

mental

The effort of listening is primarily ___

24%

how much of our waking time do we spend listening

true

face-to-face listening seems to be decreasing (T/F)

60%

what percentage of worker errors is due to poor listening

True

Most working professionals agree that listening is a skill that should be improved (T/F)

humor

Use __ as a morale booster as long as members cultural differences are respected

ambiguity

learn to tolerate ___ - be open to many differing viewpoints. Listen not only to accomplish the task but also to appreciate other worldviews

low context

the situation or context provides only mimimal information, so meaning must come from explicit content cues

high context

cultures such as Japan and Saudi believe it is the listener’s responsibility to understand, feel insulted if too much information is shared

low context

listener understanding is the speakers responsibility

listening

Show you are ___ by answering emails quickly, shsowing interest in the idea of others, making occasional personal inquiries, and including some personal comments

persuasion

Concentrate more on information gathering and sharing rather than ___

breaking the chain of command

as a manager, one of the surest signs of poor listening

Learning about event too late

sign of poor listening, must rely on others/memos, missing out

Always putting out fires

sign of poor listening: constantly solving high crisis problems

information must be repeated

sign of poor listening: supervisor or coworkers have to …

written communication

sign of poor listening: recieving an unusual amount of …

calling the topic boring

poor listening habit: declaring the speaker’s topic to be uninteresting

criticizing the speaker’s delivery

poor listening habit: make a game of criticizing attributes rather than listning

disagree

poor listening habit: easily provoked to interrupt to ___

facts

poor listening habit: listening only for __

taking notes

poor listening habit: too involved …

pretending

poor listening habit: __ to listen while thinking about something else

distractions

poor listening habit: tolerating or creating ___

avoid

poor listening habit: when the topic is complicated or includes technical terms, many listeners ___ the material

emotionally

poor listening habit: reacting ___ and tuning out the listener

daydreaming

poor listening habit: ___ during longer presentations

memory

stages of listening: retaining parts of message in ___

responding

stages of listening: reacting to speech - usually nonverbally

evaluating

stages of listening: determining speaker credibility and message importance

interpreting

stages of listening; Assigning meaning to what is seen, heard, and felt

sensing

stages of listening: hearing what is important

nonverbal communication

all unwritten and unspoken communication to people around you

facial

nonverbal: 10,000 different expressions, 7 universal expressions

kinesics

using your face to communicate

eye contact

nonverbal: depends on the situation, shows respect, signals desire to participate

31%

___mutual eye contact

body movements

nonverbal: posture, symbolizes confidence/nerves

emblems

intentional body movement, clear meaning

illustrators

adds to the messages, clarifies the message

regulator

controls the flow of the conversation

adaptor

habitual movement, pacifying behaviors when uncomfortable, bouncing leg

touch

nonverbal: no reason except maybe a handshake, firm and appropriate

haptics

technical term for touch

clothing and personal appearance

nonverbal: business context, pants/jacket

distance and personal space

nonverbal: distance rules, seating arrangements, intimate, personal, social, and public

physical environment

nonverbal: affect communication, reveal characteristics of the owner of the territory, lights, colors, room size

chronemics

nonverbal: refrerred to as __, could be culturally dependent P-time and m-time

immediacy behaviors

specific nonverbal, vocal, and verbal behaviors, you can promote a sense of closeness with business colleagues and customers, improving nonverbal skills

counseling

interview: help the interviewee uncover and solve career-related personal or interpersonal problems

employment

interview: most important in it some of the most critical organizational and personal decisions are made, management recruitment

exit

interview: discover the perceptions of leaving employees, require careful listening and reading between the lines

grievance/confrontation

interview: one on one encounter involving conflict ant its resolution, high tension, requires good listening and good problem solving

group

interview: panel or board interviews

informational

interview: give or seek information, dental hygienist, auto sales person

interrogation

interview: usually some type of offense, open ended questions, example, shoplifter

performance

interview: one of the keys to successful operation of any organization is the accurate and consistent evaluation work of employees in any position

persuasive

interview: influence the choices of customers or coworkers

telephone/zoom

interview: online, cheaper, still need to be prepared

opening

interview phase: must build rapport, trust, small talk, build rapport, motivate, orientation

orientation

set the agenda, tell us the plan

motivation

encourage interviewee to tell the truth

rapport

building trust between interview/interviewee

Question/Response

interview phase 2: friendly conversation, careful questions, need to use ruberic, should anticipate answers

Closing

interview phase 3: leaves people feeling excited, summarize, allow for questions, thank for their time, include any follow up information, show you care

open-ended

type of question: power to interviewee, do not word vomit, keep answers job related, cannot be answered in one word

hypothetical

type of question: made up situation, keep answer job related

direct

type of question: yes or no, time saver

Closed

type of question: options, limits answers to your options, common in sales, false sense of control, limited but more than yes or no

loaded

type of question: trap questions, impossible to answer, designed to make you emotional not super common in most situations

leading

type of question: common in sales, implies correct answer, often used to see if the respondent is honest or a yes man

third-person

type of question: personal but phrased in softer way, not calling them out, “what does your department think”

verbal and nonverbal probes

type of question: used to encourage a longer, more detailed answer