Business and Professional Communication Final Exam

Credibility, Competence, Caring, Character

What are the 4 C's?

Trust

What is the core of all communication?

communication

Credibility enhances...

Planning, writing, reviewing

What is the 3x3 writing process?

Audience, information, message

What is AIM? (Planning: 3 parts)

Tone, style, design

Writing: 3 parts

Fair and effective, proofread, feedback

Reviewing: 3 parts

Facts, access, impact, respect

What does the FAIR test stand for?

YouTube

What is the #1 social media for U.S adults?

self-awareness, self-management, empathy, relationship management

What are the 4 parts of Emotional Intelligence (EQ)

People skills and critical thinking

What is important for a high EQ

Noise, filters, emotional hijacking

What are the 3 barriers to shared meaning?

Physical, physiological, semantic, psychological

What are the 4 types of noise?

Reflect, clarify, summarize, rapport-building, funnel, probing, solution-oriented

How do we ask the right questions?

Leading, disguised statements, cross-examination

What are some aspects of the wrong questions?

contradicts and gets more attention

Nonverbal communication

Glorify God, get the log out of your own eye, gently restore, go and be reconciled

What are the 4 G's of peacemaking?

1. Observation

2. Feeling

3. Need

4. Request

What is the nonviolent communication process?

Attack, escape, peacemaking, assisted

What are the different forms of peacemaking responses?

Assault, litigation, murder

What are the attack responses?

Denial, flight, suicide

What are the escape responses?

Overlook, reconciliation, negotiation

What are the peacemaking responses?

Mediation, arbitration, accountability

What are the assisted responses?

If you're still upset after 3 days, you need to go talk to the person that upset you

What is the 3-day rule?

Netherlands, USA, China

What are the egalitarian countries?

China

What is the surprise egalitarian country?

Hierarchical has management tiers where egalitarian businesses share responsibility and power between all employees

What is the difference in egalitarian and hierarchical?

False

True or False: The U.S has high uncertainty avoidance

High

Does the U.S. have high or low assertiveness?

The measure of your ability to work with and adapt to people from other cultures

What is Cultural intelligence (CQ)?

Learner mindset, avoid stereotypes, adjust to differences in concept of time, establish trust and empathy, build a culture of cooperation and innovation

What are the 5 characteristics of CQ at work?

Study abroad, learn another language, learn about a specific culture

How can you develop CQ?

Storming, forming, norming, performing, adjourning

What are the stages of development?

Tuckman

Who made the stages of development?

Directive leader and supportive leader

What are the contrasting leadership styles?

Monitors subordinates closely

A directive leader...

Listens, communicates, recognizes, supports

A supportive leader...

Assume the best in others, adopt a learning stance, stay calm, find common ground, disagree without being disagreeable, avoid exaggeration, either/or

How can you handle difficult conversations?

When a group with an agenda makes bad decisions because they value harmony over accurate analysis

What is Groupthink?

Illusion of invulnerability, illusion of morality, collective rationalization, shared stereotypes, self-censorship, illusion of unanimity, direct pressure, self-appointed mind guards

What are the 8 characteristics of Groupthink?

The more cohesive the group, the greater the danger

Groupthink dilemma

Recognize when it first happens, critical, independent thinking, contrasting info (Devil's advocate), alternative decision-making approaches, minimize status differences, seek outside opinions

How can we overcome Groupthink?

General agreement, group solidarity in sentiment/belief

What is consensus?

A vote, a debate, a popularity contest, total agreement, go along to get along

Consensus is not...

All members agree and commit to group decision, all members are satisfied with the decision, process, and their participation in the process

What are the signs of consensus?

Focus on goals, be suspicious of initial agreement, get everyone involved and consider all points of view, welcome differences of opinion, avoid conflict-reducing procedures, avoid win-lose stalemates

In consensus, what should you do?

Business goals, research objectives, expectations

In business proposals, what should you think about while analyzing your audience?

Improve decision making

What is the primary goal for a business proposal?

Longer, detailed, objective and analytical, no pronouns

What are some characteristics of formal business reports?

Primary and secondary

What are the types of research?

You

Who collects primary research?

Secondary

Were our business proposals made using primary or secondary research?

Sampling facilitates data gathering, avoid common errors (Insufficient size and bias/skew)

How can you ensure quality in research?

Acknowledge your bias and account and control for it

How can we effectively interpret data?

Scholarly journals, business reports, industry publications, textbooks (However they can be dated), library databases, internet sources

What are some sources for secondary research?

Avoid plagiarism, context for methods and scope, citations

Why do we use documentation?

Content, style, respect

What aspects do effective emails have?

sensitive and emotional tasks

What is email not appropriate for?

Positive messages are viewed as neutral and neutral messages are viewed as negative

What is the neutrality effect?

Over 50%

About what percentage of people expect an email response within 2 hours?

Within one day

When do most people expect and email response by?

Routine

Most business correspondence is...

Decrease drama and conflict, increase productivity and morale, demonstrate the 4 C's

Building credibility well can do what?

Gain attention, make the announcement, provide detail, call to action

Creating announcements can do what?

Within the first 10-15 seconds

When should you have the most important information in an announcement?

Give thanks, provide specific rationale (thank you because...)

How can you show appreciation?

Be timely and sincere, express regret for the harm you caused, acknowledge the specific mistake or offense (I'm sorry for...), commit you won't repeat the mistake

How can you make good apologies?

credibility

The way you give and receive bad news shows...

Team-centered orientation, explain organizational impact, be firm; don't sugarcoat, link to consequences, probe for reasons, emphasize problem solving

How can you give negative feedback?

Use buffer to soften the blow, neutral subject line, show appreciation, state sympathy, express goodwill

How should you write bad news messages?

Neutral statements, appreciation, sympathy, common ground, compliment

What are the 5 types of buffers?