HUEC MGT - Exam #1 (Part 2) Flashcards Preview

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What are Essential Documents?

*Essential documents have a specific length of time that they must be KEPT;
1. Transient - kept for a short amount of time and then discarded = Customer surveys
2. Documents that must be kept for long periods are for legal and accounting purposes and are determined by the organization or by legal requirements = Time cards, cash register tapes, budget



-Networking is a critical part of communication because of this proprietary information exists;
-It is knowledge about the organization that must be RESTRICTED to certain individuals.;
-This information can fuel gossip and turmoil within the organization
oUnscheduled bonuses
oPremature announcements
oEmployee health info
*Shared on need-to-know!


What are the steps to building effecting interpersonal communication?

1. Balance conversations with two-way dialogue
2. Introduce yourself with handshake, smile
3. Warm-up with small talk
4. Call people by name
5. Use courtesy words…Please, Thank You
6. Smile at appropriate times
7. Make eye contact…do not stare
8. Node head to indicate interest
9. Keep arm’s length distance
10. Communicate at eye level…ask permission to sit or offer invitation to sit


What are the steps to building effecting interpersonal communication?

11. End conversation with “wrap-up”
12. Be tactful…only say things that will make the person feel good
13. Lean slightly forward when listening
14. Cross legs toward speaker
15. Listen for meaning; take notes
16. Show empathy
17. Focus on the positive
18. Proceed negative with a positive
19.Receive honest feedback as chance to improve
20. Focus on work, not person, when giving negative feedback
21. Give negative feedback privately
22. Disagree agreeably
23. Be approachable…add humor and lightness


How is communicating with groups different than individuals?

-Less tolerance for errors;
-Greater chance for distortion;
-Larger audience = more sophisticated packaging;
-Important to test technology, proofread printed materials, over-prepare


What are the benefits of computers?

-Removed the role of secretary
-Removed the role of “second opinion”
-Close to real time
-Volley of messages


What are the unique problems associated with computers?

-One can respond in rote, non-thinking
-An individual message can be sent to a group
-Clutters in the workplaces take precedence over actual work
-Diluting face-to-face communication


What are some common communication barriers?

-Hearing expected message
-Ignoring conflicting information
-Differing perceptions
-Evaluating source
-Interpreting words differently
-Ignoring nonverbal cues
-Becoming emotional


What are other more person communication barriers?

1. Regional language = Multiple definitions;
2. Cultural variations:
oProxemics … Personal space
oBody language
oTouching behavior
3. Gender → RDs tend to use feminine style;
4 Generational differences;
5. Politically correct terminology;
6. Politically Correct - terminology non-offensive or neutral to replace words or phrases in common usage that are disparaging, offensive, or insensitive
**Avoid – AND + stereotypes


What are the guidelines for INTERCULTURAL communication?

1. Expect there to be cultural differences;
2. Learn what you can about the other person’s culture;
3. Become an objective observer of whatever differences exist;
4. Do not assume that different means less/worse, it means different;
5. Don’t jump to conclusions;
6. Avoid stereotypes;
7. Try to take the other person’s perceptive;
8. Appreciate and value diversity