Active listening - answer✔a person's willingness and ability to hear and understand
channel - answer✔the means by which a message is communicated; a type of pathway
cognitive complexity - answer✔ability to consider a variety of explanations and understand a
given situation in multiple ways
communication competence - answer✔the ability to communicate in ways that are effective and
appropriate in a given situation
content dimension - answer✔Consists of the literal information being communicated by the
message
ex: "The printers out of paper" → there is no paper in the printer
context - answer✔the physical and psychological environment in which you message is
communicated
decode - answer✔interpreting a message
downward communication - answer✔superiors to subordinates
dynamic - answer✔constantly changing and evolving as ppl send, receive, and interpret
messages from multiple sources
emotional intelligence - answer✔ability to understand, express, and manage emotions, and to use
emotion to facilitate thought
empathy - answer✔skill at identifying and feeling what others around you are feeling
encode - answer✔put idea into the form of language/behavior that your receiver understands
Emotional Quotient (EQ) - answer✔a person's level of emotional intelligence
ethics - answer✔guides us in judging whether something is morally right or wrong
explicit rules - answer✔someone has clearly articulated these as direct expectations for
communicative behaviors
ex: supervisor tells you not to talk about your marketing strategies with anyone outside company
feedback - answer✔a receivers various verbal and nonvberal reactions to a message
formal professional networks - answer✔generally have clear lines of authority and reporting
structures, shoulder standard sets of responsibilities, and require accountability to other network
members
formality - answer✔ceremonious quality; ceremonious adherence to rules; something done just
for form's sake;
Ex. mere formality
implicit rules - answer✔rules that almost everyone in a certain social group knows and follows
even though no one has formally expressed them
ex: having unspoken rule not to talk about salary
informal professional networks - answer✔consist of voluntarily professional connections
(friendships w coworkers) rather than formal reporting structures
language - answer✔structured system of symbols used for communicating meaning
lateral (horizontal) communication - answer✔among peers/colleagues with relatively equal
positions
message - answer✔verbal/nonverbal behaviors to which people give meaning
Metacommunication - answer✔communication about communication; used to avoid
misunderstanding and provide listeners with clarity
ex: "Let me tell you what i think"
"Don't take this the wrong way"
noise - answer✔anything that interferes with a receivers ability to understand the message;
physical, psychological, physiological
nonverbal communication - answer✔includes behaviors and characteristics that convey meaning
without the use of words
post-trust era - answer✔people view businesses as operating against the public's best interest and
employees view leaders and colleagues skeptically
rapport - answer✔sense of harmony, goodwill, and caring among ppl
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