Chapter 8 - Communication Skills (Unit 4: Skills for Marketing)

Vocabulary flashcards covering key terms from Chapter 8: Communication Skills, including concepts on channels, listening, reading for meaning, speaking/writing, and related practices.

communication

The process of exchanging messages between a sender and a receiver.

channels/media

Avenues through which messages are delivered (face-to-face, telephone, memos, letters, reports, e-mail); advertising channels include TV, radio, print, Internet; differ in message-carrying capacity, speed, cost, and content quality.

feedback

A receiver’s response to a message that helps clarify meaning and ensure shared understanding.

barriers

Obstacles that interfere with understanding a message, including verbal barriers, vague language, unfamiliar dialects, and cross-cultural differences.

setting

The circumstances (place, time, sights, sounds) under which communication occurs and can influence its effectiveness.

distractions

Things that compete with the message for the listener’s attention.

emotional barriers

Biases or negative emotional reactions that hinder listening; keeping an open mind helps overcome them.

jargon

Specialized vocabulary used by a group that may be unclear to outsiders; can hinder cross-cultural understanding.

listening

The active mental process of hearing, processing, and understanding spoken messages.

reading for meaning

The process of reading carefully to determine meaning, identify new terms, search for answers, and analyze information; often required in job tasks.

Five Ws and H

Who, What, When, Where, Why, and How — six question words used to gather information and guide communication.

enumeration

The pattern of organizing information by listing items in order; used for steps or directions.

generalization

A broad statement accepted as true by many, supported by evidence and examples.

persuade

To convince someone to adopt a belief or take a specific action.

inform

To convey information clearly and concisely.

entertain

To engage and amuse an audience as part of a speaking engagement.

nonverbal cues

Body language and eye contact used to enhance presentation and delivery.

voice and delivery

The tone, pace, and modulation of one’s voice used to improve communication.

letters

Formal business written communications used for official announcements, confirmations, or correspondence.

e-mail

Fast, informal written communication; can attach documents; leaves a permanent record; includes subject, greeting, body, and closing; subject to company policy.

memos

Brief internal written messages within a company, usually focused on one subject.

reports

Written documents presenting results or analysis; can be in-house or for external audiences; may include charts and data.

ethics in communication

The obligation to ensure messages are clear and understood, considering honesty, accuracy, and audience impact.

parliamentary procedure

A structured method for conducting group meetings and making decisions, favoring majority views while considering minority input.

quorum

The minimum number or proportion of members required to conduct official business.

agenda

The standard order of business for a meeting.

motion

A proposal brought before the group for discussion after being presented and allowed to be spoken on; must be seconded.

VoIP (Push-to-Talk)

Voice over Internet Protocol technology enabling live voice conversations via the Internet, including push-to-talk features.

on-demand live service

A feature that allows customers to request a callback or initiate a live conversation with a representative.

testing banner ads

Using communication technology (e.g., VoIP) to test the effectiveness of web banner ads by measuring response or call generation.