Module 2: Communication for Specific Purposes - Workplace Communication

Comprehensive vocabulary flashcards covering workplace organizational communication, communication networks, interpersonal competencies, conflict management styles, ethics, letter layouts, and report classifications.

Organizations

Social collectives, or social groups of people, in which activities are coordinated to achieve both individual and collective goals.

Organizational Communication

The ways in which groups of people both maintain structure and order through their symbolic interactions and allow individual actors the freedom to accomplish their goals.

Economic Orientation

A classification of organizations by Talcott Parsons that manufacture products and/or offer services for consumers, such as small businesses, corporations, and banks.

Political Orientation

An organizational type classified by Talcott Parsons that generates and distributes power and control within society, adhering to formal documents and laws (e.g., elected officials, police, military).

Integration Orientation

An organizational type classified by Talcott Parsons that helps mediate and resolve discord among members of society, such as the court system and conflict management centers.

Pattern Maintenance Orientation

Organizations that promote cultural and educational regularity and development within society by teaching individuals how to participate effectively (e.g., families, schools, religious groups).

Communication Networks

Patterns of relationships through which information flows in an organization, described by Stohl as a complex web of affiliations woven through collaborative threads.

Downward Communication

A formal communication message initiated by superiors to subordinates that ideally includes job rationale, policies, procedures, performance feedback, and motivational appeals.

Upward Communication

Messages flowing from subordinates to supervisors, providing timely, accurate, and complete information necessary for effective managerial decision-making.

Horizontal Communication

Communication flowing between people at the same level of the organizational hierarchy, allowing members to coordinate tasks, solve problems, share information, and resolve conflicts.

Formal Communication Flow

The prescribed channels through which downward, upward, and horizontal messages flow across organizational hierarchy levels, typically depicted via an organizational chart.

Informal Communication

Workplace interactions that do not follow formal upward and downward organizational structures but emerge out of less formal, spontaneous interactions among members.

Organizational Communities

Groups of similar businesses or clubs with common interests that become networked together to provide mutual support and resources across organizational boundaries.

Boundary Spanners

Key individuals who not only share information between groups but also provide the strategic vision for how groups can actively collaborate and form an organizational community.

Communication Competence

The extent to which an individual is able to be effective across a broad range of verbal and nonverbal communication skills in particular settings.

Information Sharing

A category of communication competence defined as effectively sending and receiving job-related content to and from others through feedback, questioning, and discussion.

Relationship Maintenance

A category of communication competence centered on creating and continuing workplace connections through small talk, relationship building, and appropriate humor.

Avoiding Negative Emotion

A communication competence category aimed at reducing outward displays of negativity, anger, frustration, and workplace complaints.

Organizing (Communication Competence)

Using communication to promote a coherent workflow through scheduling, group decision-making, planning, problem-solving, and managing others.

Immediacy

Verbal and nonverbal communication behaviors intended to create perceptions of psychological closeness with others, such as smiling, using first names, and storytelling.

Supportiveness

A workplace communication skill involving listening with empathy, acknowledging others' feelings, and engaging in dialogue to help colleagues maintain personal control.

Strategic Ambiguity

The purposeful use of symbols and language to allow multiple interpretations of messages, commonly utilized in department mission statements.

Interaction Management

Establishing a smooth pattern of interaction that allows a clear flow between topics and ideas through pauses, pitch modulation, and attentive listening.

Avoidance (Conflict Management)

A conflict management technique characterized by denying the existence of conflict, which can allow unresolved issues to simmer and flare up with greater intensity.

Competition (Conflict Management)

A conflict management style where an individual views conflict as a battle and advances personal interests over those of others.

Compromise (Conflict Management)

A conflict approach where a party is willing to negotiate away part of their position provided the other party agrees to do the same.

Accommodation (Conflict Management)

Setting aside one's own views and accepting those of others to maintain relational harmony, which risks stifling creative dialogue and decision-making.

Collaboration (Conflict Management)

A conflict resolution method relying on thoughtful negotiation and reasoned compromise where all parties agree the outcome is the best possible alternative.

Pre-giving

A customer service compliance strategy that involves rewarding the customer prior to requesting their compliance.

Moral Appeal

A compliance strategy used by customer service representatives that implies it is immoral for the customer not to comply.

Linking (Customer Service Strategy)

Being friendly and helpful to place the customer in a positive frame of mind to ensure compliance.

Aggressive Communication

Communication that attacks the self-concepts of other individuals in order to inflict psychological pain.

Abusive Supervision

A situation where a supervisor engages in sustained hostile verbal and nonverbal messages that do not rise to the level of physical aggression.

Incivility

Frequent rude workplace behaviors that may be carried out with or without an intent to harm, often occurring unwittingly.

Social Undermining

Intentional and planned workplace actions designed to socially isolate a person from a larger group.

Business Correspondence

The written exchange of information for business activities conducted between organizations, within organizations, or between clients and an organization.

Memorandum

A document used for internal communication within an organization, written in an impersonal and fairly telegraphic style to convey objective reminders, procedures, or reports.

Full-Block Format

The most popular business letter format in which every element—including the date, address, salutation, body paragraphs, and complimentary close—is aligned flush with the left margin.

Modified Block Format

A formal letter format where the return address, date, and signature lines are placed slightly to the right of the center of the sheet, while other elements remain flush left.

Semi-Block Format

A business letter layout identical to modified block format except that the first word of each paragraph in the body is indented.

Inside Address

The component of a business letter stating the name, professional title, and address of the recipient, matching exactly what appears on the envelope.

Letter of Transmittal

A formal letter accompanying proposals and reports that reminds the recipient of the order, summarizes content in one or two sentences, and acknowledges contributors.

Report

An orderly, objective message used to convey information from one organizational area or institution to another to assist in decision-making or problem-solving.

Informational Report

A report that carries objective data and information from one area of an organization to another without proposing solutions (e.g., annual reports, attendance records).

Analytical Report

A report that presents data and attempts to solve problems or evaluate alternatives, such as feasibility studies and appraisal reports.

Lateral Report

A report traveling between units on the same organizational level (such as between production and finance) to assist in inter-departmental coordination.

Periodic Reports

Reports issued on regularly scheduled dates that travel upward to fulfill ongoing management-control functions.

Terms of Reference

A guiding statement used at the beginning of report planning to define the exact scope, boundaries, and purpose of an investigation.