the ability to communicate effectively with both men and women of all ages,

cultures and minority groups

diversity skills
the ability to read, empathize and understand others
interpersonal intelligence
also called barriers; numerous factors that hinder the communication
process
interferences
also called doubletalk or corporate speak; euphemisms that deliberately
mislead hide or evade the truth
doublespeak
also called teleworking;working at home or other remote locations and
sending and receiving work form the company office electronically
telecommunicating
arises when a business is worth more than its tangible assets
goodwill
the assumption that one's own culture norms are the right way to do things
ethnocentrism
the best known component of the informal communication system
grapevine
the buzzword for proper behaviour on the internet
netiquette
a channel of communication that continuously develops as people interact
within the formal system to accommodate their social and psychological
needs
informal communication channel
a channel of communication typified by the the formal organization chart;
dictated by the technical, political and economic environment of the
organization
formal communication channel
characterized by leaders who give detailed rules and instructions and
monitor closely that they are followed
directive behaviour
characterized by leaders who listen, communicate, recognize and
encourage their followers
supportive behaviour
cohesion, so that each sentence in some way is linked to the preceding
sentences
coherence
a discussion of goods or services bought
resale
a document that indicates an order has been received and is being
processed
acknowledgement message
emotional response one gets in a communication interaction that has either
a positive or negative effect on feelings about oneself and others
stroke
federal law that provides consumers the right to know the nature of the
information in their credit file and gives them other protections when they
apply for and are denied credit
fair credit reporting act
focuses on creating a more responsible role for the worker in an
organization by distributing decision-making power to the people closest to
the problem, empowering employees to initiate continuous improvements
total quality management
the generation of many ideas from among team members
brainstorming
gestures, winks smiles, frowns, sights, attire, grooming, and all kinds of
body movements
visual kinesic communication
in a bad news message, an alternative to the action requested that follows
the negative news and can assist in preserving future relationships with the
receiver
counter personal
interactions between organizational units on the same hierarchical level
horizontal (or lateral) communication
intonation, projection, and resonance of the voice
vocal kinesic communication
a kind work substituted for one that may offend of suggest something
unpleasant
euphemism
listening for pleasure, recreation, amusement and relaxation
casual listening
listening that involves the search for data or material
listening for information
listening to obtain information, solve problems or persuade or dissuade
intensive listening
listening to others in an attempt to share their feelings or emotions
empathetic listening
the literal meaning of a word plus an extra message that reveals that
speakers or writers qualitative judgement
connotative meaning
the literal meaning of a word that most people assign to it
denotative meaning
a meeting outline that includes important information
agenda
mental pictures that one group forms of the main characteristics of another
group creating preformed ideas of what people in the group are like
stereotypes
a message in which the major idea follows the details
inductive
a message in which the major idea precedes the details
deductive
messages directed to recipients outside the organization
external messages
messages intended for recipients within the organization
internal messages
messages that are of interest to the reader but re not likely to generate an
emotional reaction
neutral-news messages
messages that are fair responses by businesses to legitimate requests in
claim messages by customers
adjustment messages
messages that assume a claim will be granted only after explanations and
persuasive arguments have been presented
persuasive claims
messages that assume that a claim will be granted quickly and willingly,
without persuasion
routine claims
messages that assume that a requested action will be taken after
persuasive arguments are presented
persuasive requests
messages that assume that a request will be granted quickly and willingly,
without persuasion
routine requests
messages that can be sent from one cell phone to another, a cell phone to
a computer, or computer to computer;
text messaging
messages that convey pleasant info
good-news messages
a nonverbal message that, although not expressed in words, accompanies
a message that is expressed in words
metacommunication
one's formal position in the organizational chart
status
overused expressions that can cause their users to be perceived as
unoriginal, unimaginative, lazy and perhaps even disrespectful
cliches
a paragraph in which the topic sentence follows the details
inductive paragraph
a paragraph in which the topic sentence precedes the details
deductive paragraph
people inside and outside the organization who are affected by decisions
stakeholders
a phrase in which one word unnecessarily repeats an idea contained in an
accompanying word
redundancy
the principles of right and wrong that guide one in making decisions that
consider the impact of one's actions on others as well as on the decision
maker
ethics
the process of decoding a message
decoding
the process of identifying central ideas and details and arranging them in
the right sequence; should be completed prior to writing
outlining
the process of selecting and organizing a message
encoding
a real-time email technology that blends email with conversation; sender
and receiver who are online at the same time can type messages that both
see immediately
instant messaging
a receiver's response to a senders message
feedback
represents the collective opinion of the group, or the informal rule that all
team members can live with at least 70 percent of what is agreed upon
consensus
a request for an adjustment
claim
sentences that speak of a wish, necessity, doubt or condition contrary to
fact and employ such conditional expressions as i wish as if, could would
and might
subjunctive sentences
a sentence that identifies the portion o the topic being discussed and
present the central idea of the paragraph
topic sentence
a situation in which the whole is greater than the sum of the parts
synergy
a small number of people with complementary skills who work together for
a common purpose
team
specialized terminology that professionals in some fields use when
communicating with colleagues in the same field
jargon
spoken defamatory remarks
slander
stage four of team development, in which team members reach the optimal
performance level
performing
stage on of team development, in which team members become
acquainted with each other and the assigned task
forming
stage three of team development, in which team members develop
strategies and activities that promote goal achievement
norming
stage two of team development, in which team members deal with
conflicting personalities goals and ideas
storming
a standard or average behaviour
norm
statements made about related merchandise or service
sales promotional material
the study of cultural space requirements
proxemics
the study of how a culture perceives time and its use
chronemics
the study of the body languages which is not universal, but instead is
learned from one's culture
kinesics
tasks employees assume that can involve power and authority that
surpasses their formal position on the organization chart
role
a team of workers that is generally given a single goal and a limited time to
achieve it
task force
a team that brings together employees from various departments to solve a
variety of problems
quality assurance team
a team that brings together employees from various departments to solve a
variety of problems
cross functional team
a type of communication that flows from supervisor to employee, from
policy makers to operating personnel, or from top to bottom on the
organization chart
downward communication
a type of communication that is generally a response to requests from
supervisors
upward communication
a type of online journal typically authored by an individual that does not
allow visitors to change the original material posted, but to only add
comments
weblog
usually cross functional in nature; a group of employees who concentrate
on innovation and the development of new products
product development team
the way a statement sounds; it conveys the writer's or speaker's attitude
toward the message and the receiver
tone
web platform for distributing information to business partners such as
vendors, suppliers and customers;
extranet
web platform for distributing information to employees at numerous
location; access limited to those with authorization
intranet
websites that provide virtual communities in which people with shard
interests can communicate
social networking sites
when the message begins with the main idea followed by supporting details
deductive (or direct) sequence
when the subject of a sentence is the doer of an action
active voice
when the subject of a sentence i the receiver of an action
passive voice
written defamatory remarks
libel