Business Communication 511 – Study Guide Flashcards

A comprehensive set of practice flashcards covering key concepts from the provided Business Communication 511 study guide notes.

What is the definition of communication as given in Topic 1 (1.3)?

A functional, dynamic and transactional process where participants strive to create and share meaning through the exchange of symbols, by using mediums and channels.

What are the four major points of communication described in Topic 1 (1.4)?

Communication is (1) transactional, (2) about people working together, (3) involves the creation of meaning, and (4) involves the exchange of symbols.

Name the three primary directions of organizational communication.

Downward communication, upward communication, and sideways (lateral) communication.

What is a dyadic context in organizational communication?

Communication that occurs between two people.

List the main factors of the external environment that affect business communication.

Social, legal, economic, political, technological, and ethical factors.

What are the major functions of communication in a company as described in Topic 1 (1.7)?

(1) Ensure products/services are of the best quality, (2) Help staff generate new ideas and adapt to change, (3) Ensure staff work together toward organizational objectives.

What are the advantages of downward communication?

Efficiency, easier delegation, clearer organizational discipline, and communication of goals from top to bottom.

What are the advantages of upward communication?

Feedback to management, better relations with superiors, opportunity to influence decisions, and informed planning.

What are the three components of perception that influence communication (Topic 2, 2.2)?

Selection, organization, and interpretation.

What is selective perception in the perceptual process?

The tendency to see, hear, and believe only what you want to see, hear, and believe.

Name two common errors in perception that affect communication (Topic 2, 2.2.5).

Stereotyping and first impressions.

What is the Johari Window and its four areas?

A model showing Open (arena), Blind, Hidden (façade), and Unknown areas of self-disclosure and feedback.

What are the three components of Bloom’s Taxonomy (as presented in the guide)?

Knowledge, Comprehension, and Application (with higher levels; Analysis, Synthesis, and Evaluation also outlined in the table).

What are semantics, syntax, and pragmatics in language (Topic 3)?

Semantics: study of word meanings; Syntax: arrangement of words to form phrases/sentences; Pragmatics: language use in social context and its effects.

Define denotative and connotative meanings.

Denotative meaning is the dictionary, explicit meaning of a word; connotative meaning is the personal, emotional associations tied to a word.

What is the ladder of abstraction?

A concept showing that words range from concrete to abstract, with meaning becoming more generalized as you move up the ladder.

How are language and culture intertwined (Topic 3)?

Culture shapes language and language transmits culture; language reflects cultural worldviews and helps create shared meaning.

What is nonverbal communication and what are its broad categories (Topic 4)?

Nonverbal communication is message transmission without words; broad categories include Physical (body), Aesthetic, Signs, and Symbolic forms.

What does paralanguage refer to in nonverbal communication?

Paralinguistic features, i.e., vocal cues like pitch, rate, volume, quality, and nonword sounds.

Define proxemics and Hall’s distance categories.

Proxemics is the study of how people use space; Hall’s distances are intimate (up to 18 inches), personal (18 inches to 4 feet), social (4–12 feet), and public (12+ feet).

Explain the difference between complementing and substituting in nonverbal communication.

Complementing adds meaning beyond the verbal message; substituting uses nonverbal cues in place of words.

What are the main nonverbal cues related to eye contact and space in intercultural contexts?

Eye contact signals openness and engagement in many Western cultures but may be interpreted differently across cultures; personal space and distance preferences vary widely across cultures.

What are the three types of listening described in Topic 5 (Active listening forms)?

Empathic listening (understanding another's perspective) and critical listening (evaluating the message’s accuracy and usefulness).

Distinguish between hearing and listening.

Hearing is passive perception of sound; listening is an active process that involves attention, processing, and interpretation.

Name the three memory systems discussed in Topic 5 (Listening).

Working memory, short-term memory, and long-term memory.

What is self-disclosure and why is it important in interpersonal relationships?

Self-disclosure is the intentional revealing of personal information to others; it helps develop closer relationships and expands the Open area of the Johari Window.

List Maslow’s five levels of need in order from bottom to top.

Physiological, safety, belonging (affiliation), esteem, self-actualization.

What are Schutz’s three basic interpersonal needs?

Inclusion (belonging), affection (love), and control (influence).

What is ethnocentrism (Topic 7)?

The belief that one's own culture is superior to others.

Name Hofstede’s six cultural dimensions (as summarized in Topic 7).

Power Distance, Individualism vs Collectivism, Masculinity vs Femininity, Uncertainty Avoidance, Long-Term Orientation, Indulgence vs Restraint.

What strategies can organizations use to improve intercultural communication?

Create trust, acknowledge differences, treat communication as negotiation, encourage one-to-one interactions, and educate about diverse values and worldviews.

Define small-group communication and the typical size range.

Communication among three to nine people working interdependently toward a common goal.

What are the three conditions for effective small groups (Topic 8)?

A supportive climate, effective interaction among members, and effective methods for getting the job done.

List four leadership styles discussed in Topic 8.

Autocratic, Bureaucratic, Democratic, and Laissez-faire.

What are the six types of groups described in Topic 8?

Informal groups; Formal groups; Tension-releasing groups; Policy-making groups; Problem-solving groups; Decision-making groups.

What is the duration and total marks of the typical BBA Business Communication 511 exam (Topic 9 Addendum)?

Duration: 3 hours; Marks: 100; Three questions on three pages.

What is the purpose of Bloom’s Taxonomy in assessments as shown in the guide?

To define levels of cognitive thinking students are expected to demonstrate (Knowledge, Comprehension, Application, Analysis, Synthesis, Evaluation).

What is the definition of communication as given in Topic 1 (1.3)?

Communication is a foundational, dynamic, and transactional process where participants actively strive to create and share meaning. This occurs through the deliberate exchange of verbal and nonverbal symbols, utilizing various mediums (like speech or writing) and channels (such as face-to-face interaction or email).

What are the four major points of communication described in Topic 1 (1.4)?

Communication is characterized by the following: 1. Transactional: It's a reciprocal process where participants simultaneously send and receive messages, influencing each other. 2. Collaborative: It involves people working together to achieve understanding. 3. Meaning-making: Participants actively create and interpret shared meaning from interaction. 4. Symbolic Exchange: It relies on the use of symbols (words, gestures, images) to represent ideas and feelings.

Name the three primary directions of organizational communication.

The three primary directions of communication within an organization are: 1. Downward communication: Information flows from superiors to subordinates (e.g., instructions, policies). 2. Upward communication: Information flows from subordinates to superiors (e.g., feedback, reports). 3. Sideways (lateral) communication: Information flows between individuals at the same hierarchical level (e.g., peer-to-peer collaboration).

What is a dyadic context in organizational communication?

A dyadic context refers specifically to communication that takes place between two individuals. This highly personal form of interaction allows for immediate feedback and deeper engagement, as seen in one-on-one meetings, mentoring sessions, or private discussions.

List the main factors of the external environment that affect business communication.

Business communication is significantly influenced by several external environmental factors: 1. Social: Cultural norms, societal values, and demographic trends. 2. Legal: Laws and regulations governing business operations and communication. 3. Economic: Economic conditions, market trends, and financial stability. 4. Political: Government policies, stability, and international relations. 5. Technological: Advancements in communication tools and platforms. 6. Ethical: Moral principles and standards guiding business conduct and transparency.

What are the major functions of communication in a company as described in Topic 1 (1.7)?

Communication serves several crucial functions within a company: 1. Quality Assurance: Helps ensure products and services meet high standards through internal coordination and feedback. 2. Innovation & Adaptation: Facilitates the generation of new ideas among staff and helps the organization adapt to change through effective information sharing. 3. Objective Alignment: Ensures that all staff members work cohesively and effectively towards achieving common organizational objectives and goals.

What are the advantages of downward communication?

Downward communication offers several advantages for organizations: 1. Efficiency: Streamlines the dissemination of information from leadership. 2. Easier Delegation: Simplifies the process of assigning tasks and responsibilities. 3. Clearer Organizational Discipline: Establishes and reinforces rules and procedures. 4. Goal Alignment: Effectively communicates organizational goals and objectives from top management to all employees.

What are the advantages of upward communication?

Upward communication provides valuable benefits to an organization: 1. Feedback to Management: Offers insights into employee morale, issues, and suggestions from the front lines. 2. Better Relations with Superiors: Fosters a sense of involvement and trust between employees and management. 3. Opportunity to Influence Decisions: Allows employees to contribute to decision-making processes. 4. Informed Planning: Provides essential data for management to make more accurate and comprehensive plans.

What are the three components of perception that influence communication (Topic 2, 2.2)?

The three fundamental components of perception that shape how we understand and communicate with the world are: 1. Selection: Deciding which stimuli to focus on from the vast amount of information available. 2. Organization: Categorizing and structuring the selected stimuli into a coherent pattern. 3. Interpretation: Assigning meaning to the organized information, drawing on personal experiences, beliefs, and values.

What is selective perception in the perceptual process?

Selective perception is the inherent human tendency to notice, absorb, and interpret only the information that aligns with one's existing beliefs, values, and expectations, while disregarding information that contradicts them. This can significantly impact communication by creating biases and hindering objective understanding.

Name two common errors in perception that affect communication (Topic 2, 2.2.5).

Two prevalent errors in perception that can distort communication are: 1. Stereotyping: Generalizing characteristics to an entire group of people, often inaccurately, and then applying those generalizations to individuals within that group. 2. First Impressions: Forming lasting judgments about someone based on initial, limited observations, which can be difficult to change later and may not reflect the person's true nature.

What is the Johari Window and its four areas?

The Johari Window is a psychological model designed to improve self-awareness and mutual understanding between individuals within a group. It consists of four quadrants or areas, representing different levels of self-disclosure and feedback: 1. Open (Arena): Information known to oneself and also known to others. 2. Blind: Information known to others but unknown to oneself. 3. Hidden (Façade): Information known to oneself but kept hidden from others. 4. Unknown: Information unknown to both oneself and others.

What are the three components of Bloom’s Taxonomy (as presented in the guide)?

Bloom's Taxonomy, as presented, identifies foundational levels of cognitive learning: 1. Knowledge: The ability to recall facts, terms, basic concepts, and answers. 2. Comprehension: The ability to understand the meaning of information, translate, interpret, and explain it. 3. Application: The ability to use learned material in new and concrete situations. (Higher levels like Analysis, Synthesis, and Evaluation are also outlined in the full taxonomy).

What are semantics, syntax, and pragmatics in language (Topic 3)?

These are three key branches of linguistics: 1. Semantics: The study of word meanings, including how individual words and phrases convey sense. 2. Syntax: The study of the arrangement of words and phrases to form grammatically correct sentences and coherent expressions. 3. Pragmatics: The study of how language is used in social contexts and how its meaning is influenced by context, intent, and its effects on others.

Define denotative and connotative meanings.

1. Denotative meaning: Refers to the literal, dictionary, or explicit meaning of a word, universally understood and objective. For example, the denotation of 'home' is a place where one lives. 2. Connotative meaning: Refers to the personal, emotional, or cultural associations and implications tied to a word, which can vary between individuals. For example, the connotation of 'home' might be warmth, security, or family.

What is the ladder of abstraction?

The ladder of abstraction is a concept illustrating that words and concepts can range from highly concrete and specific at the bottom of the ladder to highly abstract and general at the top. As communication moves up the ladder, meaning becomes more generalized and potentially ambiguous, while moving down makes it more precise and easier to visualize or understand.

How are language and culture intertwined (Topic 3)?

Language and culture are profoundly intertwined in a reciprocal relationship: culture shapes the way language is used, understood, and evolves, while language, in turn, transmits, preserves, and reinforces cultural values, beliefs, and worldviews. Language acts as a primary vehicle through which a culture's shared meaning, identity, and shared realities are created and maintained across generations.

What is nonverbal communication and what are its broad categories (Topic 4)?

Nonverbal communication encompasses all message transmission that occurs without the use of spoken or written words. Its broad categories include: 1. Physical: Body language such as gestures, facial expressions, posture, and touch (e.g., kinesics, haptics). 2. Aesthetic: Communicating through artistic expressions like music, art, and dance. 3. Signs: Signals and symbols that convey specific meanings (e.g., traffic lights). 4. Symbolic forms: Use of objects, clothing, or environment to communicate status, identity, or group affiliation (e.g., artifacts, chronemics, oculesics).

What does paralanguage refer to in nonverbal communication?

Paralanguage refers to the paralinguistic features of vocal communication, which are not words themselves but aspects of how words are sounded. These vocal cues include elements such as pitch (highness/lowness), rate (speed), volume (loudness), quality (timbre), and nonword sounds like sighs, grunts, or fillers ('um,' 'uh'). They convey emotions, emphasis, and speaker intent.

Define proxemics and Hall’s distance categories.

Proxemics is the study of how people use space and distance to communicate nonverbally, reflecting cultural norms and relationship dynamics. Edward T. Hall identified four primary distance categories: 1. Intimate distance: Up to 18 inches, reserved for close relationships. 2. Personal distance: 18 inches to 4 feet, for friends and informal interactions. 3. Social distance: 4–12 feet, for formal business and casual social encounters. 4. Public distance: 12+ feet, typically for public speaking and large group interactions.

Explain the difference between complementing and substituting in nonverbal communication.

In nonverbal communication: 1. Complementing: Occurs when nonverbal cues add richness, emphasis, or additional meaning to a verbal message, reinforcing or elaborating on what is being said. For example, pointing to the direction while verbally giving directions. 2. Substituting: Involves using nonverbal cues entirely in place of words to convey a message when verbal communication is unnecessary or inappropriate. For example, nodding your head to agree instead of saying "yes."

What are the main nonverbal cues related to eye contact and space in intercultural contexts?

1. Eye Contact: In many Western cultures, direct eye contact signals attentiveness, honesty, and engagement. However, in various other cultures (e.g., some Asian, Middle Eastern, or Indigenous cultures), prolonged direct eye contact can be seen as disrespectful, aggressive, or challenging, especially towards elders or superiors. 2. Personal Space: Preferred distance for interaction (proxemics) varies significantly across cultures. For instance, Latin American and Arab cultures often prefer closer personal distances, while North American, European, and Asian cultures generally maintain greater physical separation during conversations. Misinterpretations can arise when these cultural norms clash.

What are the types of listening described in Topic 5 (Active listening forms)?

Topic 5 primarily describes forms of active listening as: 1. Empathic listening: Focusing on understanding another person's perspective, thoughts, and feelings by putting oneself in their shoes, often involving feedback to confirm understanding. 2. Critical listening: Actively evaluating the message's accuracy, credibility, usefulness, and logic, questioning assumptions, and distinguishing facts from opinions to make informed judgments.

Distinguish between hearing and listening.

The distinction between hearing and listening is crucial: 1. Hearing: Is a passive, physiological process of perceiving sound waves through the ear; it requires no conscious effort or interpretation. 2. Listening: Is an active, psychological process that goes beyond mere perception. It involves conscious attention to sounds, interpreting their meaning, remembering what was heard, and responding appropriately, thus engaging cognitive effort to process and understand messages.

Name the three memory systems discussed in Topic 5 (Listening).

In the context of listening and information processing, the three memory systems are: 1. Working memory: A temporary storage system that holds information needed for immediate tasks and active processing, allowing us to comprehend and make sense of incoming messages. 2. Short-term memory: Stores a limited amount of information for a brief period (typically up to 30 seconds) before it is forgotten or transferred to long-term memory. 3. Long-term memory: A vast, permanent storage system for information, knowledge, and experiences, crucial for recalling past conversations and integrating new information.

What is self-disclosure and why is it important in interpersonal relationships?

Self-disclosure is the intentional and voluntary process of revealing personal, private, or intimate information about oneself to others. It is important in interpersonal relationships because it: 1. Fosters Trust & Intimacy: By sharing vulnerabilities and personal details, individuals build trust, deepen emotional connections, and strengthen bonds. 2. Expands the Open Area of the Johari Window: Increases mutual understanding and reduces hidden or blind areas, leading to more authentic and effective communication.

List Maslow’s five levels of need in order from bottom to top.

Maslow's Hierarchy of Needs, ordered from the most basic to higher-level psychological needs, are: 1. Physiological needs: Basic survival needs like food, water, shelter, sleep. 2. Safety needs: Security, stability, protection from harm. 3. Belonging (Affiliation) needs: Love, affection, acceptance, social connections. 4. Esteem needs: Self-respect, achievement, recognition, status. 5. Self-actualization needs: Achieving one's full potential, personal growth, and self-fulfillment.

What are Schutz’s three basic interpersonal needs?

William Schutz identified three fundamental interpersonal needs that motivate human behavior and are essential for forming and maintaining relationships: 1. Inclusion (belonging): The need to feel accepted, part of a group, and connected with others. 2. Affection (love): The need to give and receive warmth, care, intimacy, and liking. 3. Control (influence): The need to exert influence over others and one's environment, as well as to be influenced by others when appropriate.

What is ethnocentrism (Topic 7)?

Ethnocentrism is the belief that one's own culture, ethnic group, or way of life is inherently superior to all others. This perception often leads to judging other cultures according to the standards and values of one's own culture, potentially causing misunderstandings, biases, and barriers in intercultural communication.

Name Hofstede’s six cultural dimensions (as summarized in Topic 7).

Geert Hofstede identified six cultural dimensions that describe the effects of a society's culture on the values of its members, and how these values relate to behavior: 1. Power Distance: The extent to which less powerful members of organizations accept and expect that power is distributed unequally. 2. Individualism vs. Collectivism: Whether people prefer to act as individuals or as members of a cohesive group. 3. Masculinity vs. Femininity: Reflects a society's preference for achievement, heroism, assertiveness (Masculinity) versus cooperation, modesty, caring for the weak (Femininity). 4. Uncertainty Avoidance: The extent to which a society feels threatened by ambiguous or unknown situations and tries to avoid them. 5. Long-Term Orientation vs. Short-Term Orientation: Focus on perseverance and thrift for future rewards (Long-Term) versus maintaining traditions and fulfilling social obligations (Short-Term). 6. Indulgence vs. Restraint: The extent to which societies allow gratification of basic and natural human desires related to enjoying life and having fun (Indulgence) versus suppressing gratification of needs and regulating it by strict social norms (Restraint).

What strategies can organizations use to improve intercultural communication?

Organizations can enhance intercultural communication by employing several strategies: 1. Create Trust: Foster an environment of openness and reliability among diverse team members. 2. Acknowledge Differences: Recognize and respect varying cultural perspectives, rather than ignoring them. 3. Treat Communication as Negotiation: Approach interactions with an understanding that meaning may need to be co-constructed and adapted. 4. Encourage One-to-One Interactions: Promote direct dialogue between individuals from different backgrounds to build personal relationships. 5. Educate About Diverse Values and Worldviews: Provide training and resources to help employees understand various cultural dimensions and communication styles.

Define small-group communication and the typical size range.

Small-group communication involves interaction among a limited number of individuals, typically ranging from three to nine people. The defining characteristic is that these individuals work interdependently, meaning each member's actions affect the others, all striving collectively towards a common goal or objective.

What are the three conditions for effective small groups (Topic 8)?

For small groups to function effectively and achieve their goals, three conditions are crucial: 1. A Supportive Climate: An environment where members feel safe, respected, and encouraged to contribute without fear of judgment. 2. Effective Interaction Among Members: Healthy communication patterns that include active listening, clear expression, and constructive conflict resolution. 3. Effective Methods for Getting the Job Done: Clear procedures, structured problem-solving approaches, and efficient task management strategies that lead to productive outcomes.

List four leadership styles discussed in Topic 8.

Four common leadership styles discussed in the context of group dynamics are: 1. Autocratic: The leader makes decisions independently with little to no input from group members. 2. Bureaucratic: The leader leads strictly by the book, adhering to rules and policies above all else. 3. Democratic: The leader involves group members in decision-making, valuing their input and fostering collaboration. 4. Laissez-faire: The leader takes a hands-off approach, allowing group members to make their own decisions with minimal guidance.

What are the six types of groups described in Topic 8?

Topic 8 describes various types of groups based on their purpose and structure: 1. Informal groups: Formed naturally based on shared interests or social needs, without formal structure. 2. Formal groups: Established by an organization with a specific structure and purpose, such as departments or committees. 3. Tension-releasing groups: Groups whose primary function is to provide an outlet for stress, relaxation, or emotional support. 4. Policy-making groups: Tasked with developing and approving overarching guidelines and strategic directions for an organization. 5. Problem-solving groups: Focused on identifying, analyzing, and resolving specific issues or challenges. 6. Decision-making groups: Specifically convened to make final choices or approve courses of action after deliberation.

What is the duration and total marks of the typical BBA Business Communication 511 exam (Topic 9 Addendum)?

The typical BBA Business Communication 511 exam is structured as follows: It has a duration of 3 hours and is graded out of a total of 100 marks. The exam usually comprises three questions spread across three pages, requiring comprehensive responses.

What is the purpose of Bloom’s Taxonomy in assessments as shown in the guide?

As shown in the guide, the purpose of Bloom's Taxonomy in assessments is to define and categorize the varying levels of cognitive thinking that students are expected to demonstrate. It provides a framework for educators to design learning objectives and assessment questions that target different brain functions, ranging from basic recall (Knowledge, Comprehension) to more complex intellectual abilities like Application, Analysis, Synthesis, and Evaluation.