Chapter 1Communicating in Todays WorkplaceDIFFICULTY (DIF) TYPE OTHER CODES5 = Most difficult ApApplic!tio" #u$stio" A%S A"s&$'( = A)$'!*$ difficult+ Co" Co"c$ptu!l #u$stio" REF P!*$ R$f$'$"c$, = L$!st difficult D$f D$fi"itio" O-. C/!pt$' O01$cti)$%OT %ot$ (f$$d0!c23$4pl!"!tio"s)AAC AACS- Co5p$t$"ci$sMULTIPLE C!ICE,6 7'iti"* s2ills !'$!6 "ot !s i5po't!"t i" t/$ &o'2pl!c$ !s t/$+ o"c$ &$'$606 ! "$c$ssit+ i" tod!+8s &o'2pl!c$6c6 '$#ui'$d o"l+ fo' /i*/9l$)$l positio"s6d6 "ot "$$d$d i" tod!+8s /i*/9t$c/ &o'2pl!c$6A%S - DIF ( REF p6 : O-. ,9, TYPE Co"TOP -uildi"* You' C!'$$' Succ$ss 7it/ Co55u"ic!tio" S2ills%OT A9DWriting skills are a necessity in todays workplace because technology enables us to transmit messages more rapidly, more often, and to greater numbers of people than ever before.AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"=6 7/ic/ of t/$ follo&i"* st!t$5$"ts is most !ccu'!t$>!6 E5plo+$'s fi"d it $!s+ to fi"d 1o0 !pplic!"ts &/o &'it$ &$ll606 You !'$ 0o'" &it/ t/$ !0ilit+ to 0$ ! *ood &'it$'6c6 H!)i"* *ood &'iti"* s2ills c!" i5p'o)$ +ou' c/!"c$s fo' p'o5otio" !"d p!+ i"c'$!s$s o" t/$1o06d6 Tod!+8s co55u"ic!tio" t$c/"olo*i$s /!)$ 5!d$ &'iti"* o0sol$t$6A%S C DIF ( REF pp6 (9: O-. ,9, TYPE Co"TOP -uildi"* You' C!'$$' Succ$ss 7it/ Co55u"ic!tio" S2ills%OT!6 E5plo+$'s oft$" /!)$ difficult+ fi"di"* !pplic!"ts &/o c!" &'it$ &$ll606 You !'$ "ot 0o'" &it/ t/$ !0iliti$s to '$!d? list$"? sp$!2? !"d &'it$ $ff$cti)$l+< t/$s$ s2ills 5ust 0$ l$!'"$d6c6 The ability to write well on the job can have a positive impact on promotions and pay raises6d6 Tod!+8s co55u"ic!tio" t$c/"olo*i$s /!)$ 5!d$ &'iti"* s2ills $)$" 5o'$ i5po't!"t.AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"(6 T/$ 2$+ i"*'$di$"t i" t/$ c'$!tio" of &$!lt/ i" t/$ U6S6 $co"o5+ is!6 2"o&l$d*$606 p/+sic!l l!0o'6c6 ! suppl+ of '!& 5!t$'i!ls6d6 c!pit!l6A%S A DIF ( REF p6 5 O-. ,9, TYPE Co"TOP T/'i)i"* !s ! @"o&l$d*$ 7o'2$' i" t/$ I"fo'5!tio" A*$%OT A9D1" U#IT 1Communication $oundationsThe U.S. economy is based on information and knowledge. hysical labor, raw materials, and capital are no longer the key ingredients in the creation ofwealth6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio":6 @"o&l$d*$ &o'2$'s 5ust 0$ !0l$ to t/i"2 c'itic!ll+? 5!2$ d$cisio"s? !"d!6 d$si*" $ff$cti)$ 7$0 p!*$s606 co55u"ic!t$ i"fo'5!tio" to ot/$'s6c6 i"st!ll soft&!'$ p'o*'!5s6d6 lift /$!)+ o01$cts6A%S - DIF ( REF p6 5 O-. ,9, TYPE Co"TOP T/'i)i"* !s ! @"o&l$d*$ 7o'2$' i" t/$ I"fo'5!tio" A*$%OT A9D!nowledge workers must be able to think critically, make decisions, and communicate those decisions to others6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"56 T/i"2i"* c'$!ti)$l+ !"d c'itic!ll+ 5$!"s!6 !*'$$i"* &it/ +ou' sup$')iso' !t !ll ti5$s606 *oi"* &it/ +ou' *ut i"sti"ct6c6 0$i"* !0l$ to 5!2$ d$cisio"s #uic2l+6d6 /!)i"* opi"io"s t/!t !'$ 0!c2$d 0+ '$!so" !"d $)id$"c$6A%S D DIF ( REF p6 A O-. ,9, TYPE Co"TOP T/'i)i"* !s ! @"o&l$d*$ 7o'2$' i" t/$ I"fo'5!tio" A*$%OT A9DThinking creatively and critically means having opinions that are backed by reason and evidence6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"B6 E5plo+$$s i" tod!+8s &o'2pl!c$ s/ould $4p$ct!6 to $"*!*$ i" co"st!"t t'!i"i"*606 to fi"d !" !0u"d!"c$ of "i"$9to9fi)$ 1o0s !)!il!0l$6c6 '$*ul!' p!+ i"c'$!s$s !"d 1o0 s$cu'it+6d6 ! positio" &it/ ! cl$!'l+ d$fi"$d c!'$$' p!t/6A%S A DIF ( REF p6 5 O-. ,9, TYPE Co"TOP T/'i)i"* !s ! @"o&l$d*$ 7o'2$' i" t/$ I"fo'5!tio" A*$%OT A9D"mployees in todays workplace should e#pect to engage in constant trainingto ac$uire new skills that will help them keep up with evolving technologies and procedures.AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"C6 %ot$&o't/+ c/!"*$s i" tod!+8s d+"!5ic &o'2pl!c$ '$)ol)$ !'ou"d t$!590!s$d p'o1$cts? fl!tt$"$d5!"!*$5$"t /i$'!'c/i$s? !"d!6 u"io" p!'ticip!tio" !"d '$*ul!tio"606 5o'$ /o5o*$"$ous &o'2fo'c$s6c6 *lo0!l co5p$titio"6d6 clot/i"* !"d d'$ss cod$s6C%PTE& 1Communicating in Todays Workplace'A%S C DIF ( REF p6 C O-. ,9= TYPE Co"TOP F!cto's Aff$cti"* You i" Tod!+8s 7o'2pl!c$%OT A9DSome of the most signi%cant changes in todays workplace include global competition, &attened management hierarchies, and team'based projects6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"D6 (mong the most signi(cant di)culties in doing *usiness glo*ally is dealing with people whoa. live in di)erent time *ones.b. may speak another language.c. di)er from you in customs, lifestyles, and religion.d. use di)erent e$uipment and technology in conducting business.(+S, - ./0, 1 2"0, p. 3 456, 7'8 T9", -onTOP F!cto's Aff$cti"* You i" Tod!+8s 7o'2pl!c$+4T ('.,.oing business beyond borders is especially di:cult because you may deal with people whose customs, lifestyles, and religions are di)erent from yours.AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Di)$'sit+< Ti$' =;Cultu'!l I5p$'!ti)$sA6 M!"+ 0usi"$ss$s tod!+ !'$ fl!tt$"i"* t/$i' 5!"!*$5$"t /i$'!'c/i$s6 T/is fl!tt$"i"* 5$!"s t/!t!6 i"fo'5!tio" 5ust flo& t/'ou*/ 5o'$ l!+$'s of 5!"!*$5$"t606 it t!2$s lo"*$' to 5!2$ d$cisio"s6c6 5!"!*$5$"t /i$'!'c/i$s !'$ 5o'$ !ut/o'it!'i!" t/!" $)$' 0$fo'$6d6 $5plo+$$s !t !ll l$)$ls "$$d $4c$ll$"t co55u"ic!tio" s2ills6A%S D DIF ( REF pp6 ,=9,( O-. ,9= TYPE Co"TOP F!cto's Aff$cti"* You i" Tod!+8s 7o'2pl!c$%OT A9DI" fl!t o'*!"iE!tio"s? $5plo+$$s !t !ll l$)$ls t!2$ p!'t i" d$cisio"95!2i"* !"d 5ust? t/$'$fo'$? 0$ s2ill$d co55u"ic!to's6 AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio",F6 Which of the following statements about team-based management is least accurate?!6 Co5p!"i$s us$ t$!590!s$d 5!"!*$5$"t !s ! &!+ to i5p'o)$ co55u"ic!tio"606 -$c!us$ t/$ co"c$pt is '$l!ti)$l+ "$&? )$'+ f$& co5p!"i$s /!)$ !dopt$d t$!590!s$d 5!"!*$5$"t +$t6c6 So5$ co5p!"i$s 5ust /i'$ co55u"ic!tio" co!c/$s to /$lp t$!5 5$50$'s *$t !lo"*6d6 Co5p!"i$s t/!t us$ t$!590!s$d 5!"!*$5$"t p'$f$' to /i'$ &o'2$'s &/o !l'$!d+ poss$ss i"t$'p$'so"!l? "$*oti!tio"? !"d coll!0o'!tio" s2ills6A%S - DIF ( REF p6 C O-. ,9= TYPE Co"TOP F!cto's Aff$cti"* You i" Tod!+8s 7o'2pl!c$%OT A!6 Co5p!"i$s us$ t$!590!s$d 5!"!*$5$"t to i"c'$!s$ $5plo+$$ i")ol)$5$"t i" d$cisio" 5!2i"* !"d to i5p'o)$ co55u"ic!tio"606 %$!'l+ DF p$'c$"t of $5plo+$'s i" !ll i"dust'i$s /!)$ !dopt$d so5$ fo'5 of s$lf9di'$ct$d t$!5s o' #u!lit+ ci'cl$s6c6 -$c!us$ &o'2i"* '$l!tio"s/ips c!" 0$co5$ st'!i"$d &/$" i"di)idu!ls do"8t s/!'$ t/$ s!5$ + U#IT 1Communication $oundations0!c2*'ou"d? 2"o&l$d*$? o' t'!i"i"*? so5$ co5p!"i$s /i'$ co55u"ic!tio" co!c/$s to /$lp t$!5 5$50$'s *$t !lo"*6d6 Co5p!"i$s p'$f$' to /i'$ $5plo+$$s &/o !l'$!d+ poss$ss t/$ s2ills "$c$ss!'+ to &o'2 $ff$cti)$l+ !s p!'t of ! t$!56AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;T$!5&o'2,,6 .!c2 /!s coll$!*u$s loc!t$d t/'ou*/out t/$ &o'ld? !"d /$ &ould li2$ to co"duct ! '$!l9ti5$ 5$$ti"* &it/ t/$5 to discuss !" i5po't!"t issu$6 7/ic/ of t/$ follo&i"* co55u"ic!tio" t$c/"olo*i$s s/ould /$ c/oos$>!6 T$l$co"f$'$"ci"* o' )id$oco"f$'$"ci"*06 E95!ilc6 A 0lo* o' ! &i2id6 T$4t 5$ss!*i"*A%S A DIF 5 REF p6 D O-. ,9= TYPE ApTOP F!cto's Aff$cti"* You i" Tod!+8s 7o'2pl!c$%OT A9D.!c2 s/ould c/oos$ t$l$co"f$'$"ci"* o' )id$oco"f$'$"ci"*< 0ot/ co55u"ic!tio" t$c/"olo*i$s $"!0l$ 0usi"$ssp$opl$ to co"duct 5$$ti"*s &it/ !ssoci!t$s !'ou"d t/$ &o'ld6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;T$c/"olo*+< Ti$' =;Co55u"ic!tio" $)olutio",=6 7/ic/ of t/$ follo&i"* st!t$5$"ts !0out new work environments is least !ccu'!t$>!6 Mo0il$ t$c/"olo*i$s suppo't fl$4i0l$ &o'2i"* !''!"*$5$"ts t/!t !llo& $5plo+$$s to &o'2 f'o5 /o5$ o' o" t/$ 'o!d606 M!"+ &o'2$'s !'$ p!'t of )i'tu!l t$!5s6c6 I"di)idu!l offic$s !"d cu0icl$s !'$ us$d to p'o5ot$ !" op$" $")i'o"5$"t6d6 7o'2i"* f'o5 /o5$ o' o" t/$ 'o!d 5!2$s co55u"ic!tio" s2ills $)$" 5o'$ i5po't!"t6A%S C DIF ( REF p6 A O-. ,9= TYPE Co"TOP F!cto's Aff$cti"* You i" Tod!+8s 7o'2pl!c$%OT!6 -$c!us$ of !d)!"c$s i" co55u"ic!tio" !"d 5o0il$ t$c/"olo*i$s? 5!"+ $5plo+$$s !'$ !0l$ to &o'2 f'o5 /o5$ o' o" t/$ 'o!d606 -$c!us$ of coll!0o'!tio" tools? 5!"+ $5plo+$$s "o& &o'2 o" )i'tu!l t$!5s6c6 I"st$!d of i"di)idu!l offic$s !"d cu0icl$s? co5p!"i$s !'$ $"cou'!*i"* op$" offic$s &it/ fl$4i0l$ &o'2st!tio"s !"d s/!'$d co"f$'$"c$s6d6 As 5o'$ !"d 5o'$ $5plo+$$s &o'2 s$p!'!t$l+? co55u"ic!tio" s2ills /!)$ 0$co5$ $)$" 5o'$ i5po't!"t6 AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;T$c/"olo*+< Ti$' =;Co55u"ic!tio" $)olutio",(6 7/ic/ of t/$ follo&i"* st!t$5$"ts !0out &o'2pl!c$ di)$'sit+ is t/$ most !ccu'!t$>!6 Custo5$'s p'$f$' to pu'c/!s$ p'oducts !"d s$')ic$s f'o5 co5p!"i$s &/os$ &o'2fo'c$ !"d !ds i"clud$ p$opl$ li2$ t/$5s$l)$s606 T/$ "u50$' of old$' &o'2$'s is d$c'$!si"*6c6 T/$ &o'2fo'c$ of to5o''o& &ill co"ti"u$ to 0$ p'$do5i"!"tl+ 5!l$ !"d A"*lo9o'i$"t$d6d6 A di)$'s$ &o'2*'oup is l$ss !0l$ to '$spo"d to c/!"*$s i" custo5$' 0!s$ i" loc!l !"d &o'ld 5!'2$ts6A%S A DIF ( REF p6 A O-. ,9= TYPE Co"TOP F!cto's Aff$cti"* You i" Tod!+8s 7o'2pl!c$C%PTE& 1Communicating in Todays Workplace,%OT!6 Custo5$'s p'$f$' to pu'c/!s$ p'oducts !"d s$')ic$s f'o5 co5p!"i$s &/os$ &o'2fo'c$ !"d !ds i"clud$ p$opl$ li2$ t/$5s$l)$s606 T/$ "u50$' of old$' &o'2$'s is i"c'$!si"*6c6 T/$ &o'2pl!c$ is "o lo"*$' *oi"* to 0$ p'$do5i"!"tl+ 5!l$ o' A"*lo9o'i$"t$d6d6 A di)$'s$ &o'2*'oup is 0$tt$' !0l$ to '$spo"d to c/!"*$s i" custo5$' 0!s$ i" loc!l !"d &o'ld 5!'2$ts6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Di)$'sit+< Ti$' =;Cultu'!l i5p$'!ti)$s,:6 S$l$ct t/$ 0$st d$fi"itio" of co55u"ic!tio"6!6 Co55u"ic!tio" is t/$ t'!"s5issio" of i"fo'5!tio" f'o5 o"$ i"di)idu!l o' *'oup to !"ot/$'606 Co55u"ic!tio" is t/$ t'!"s5issio" of d!t! f'o5 o"$ i"di)idu!l o' *'oup to !"ot/$'6c6 Co55u"ic!tio" is t/$ t'!"s5issio" of information and meaning f'o5 o"$ i"di)idu!l o' *'oup to !"ot/$'6d6 Co55u"ic!tio" is t/$ t'!"s5issio" of id$!s f'o5 o"$ i"di)idu!l o' *'oup to !"ot/$'6A%S C DIF , REF p6 A O-. ,9( TYPE D$fTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT A9DCo55u"ic!tio" is t/$ t'!"s5issio" of i"fo'5!tio" !"d 5$!"i"* f'o5 o"$ i"di)idu!l o' *'oup to !"ot/$'6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio",56 Fo' co55u"ic!tio" to 0$ succ$ssful?!6 t/$ f!st$st co55u"ic!tio" c/!""$l 5ust 0$ s$l$ct$d606 t/$ s$"d$' 5ust p'o"ou"c$ !ll &o'ds p$'f$ctl+6c6 f$$d0!c2 5ust 0$ *i)$"6d6 t/$ '$c$i)$' 5ust u"d$'st!"d t/$ 5$ss!*$ !s t/$ s$"d$' i"t$"d$d it6A%S D DIF ( REF p6 A O-. ,9( TYPE Co"TOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT A9DCo55u"ic!tio" is succ$ssful o"l+ &/$" 0ot/ t/$ s$"d$' !"d t/$ '$c$i)$' !*'$$ o" t/$ 5$!"i"* of&/!t &!s t'!"s5itt$d6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s,B6 T/$ p'oc$ss of co55u"ic!tio" 0$*i"s &/$"!6 ! 5$ss!*$ is put i"to &o'ds606 ! 5$ss!*$ is s$"t o)$' ! co55u"ic!tio" c/!""$l to t/$ '$c$i)$'6c6 t/$ s$"d$' /!s !" id$!6d6 t/$ '$c$i)$' !ctu!ll+ '$c$i)$s t/$ 5$ss!*$ !"d d$cod$s it6A%S C DIF ( REF p6 A O-. ,9( TYPE Co"TOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT A9DT/$ fi'st st$p i" t/$ co55u"ic!tio" p'oc$ss is id$! fo'5!tio"6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s- U#IT 1Communication $oundations,C6 When promoters of Kentucky Fried Chicken in China used their successful finger-lickin good slogan! they didnt reali"e it &ould t'!"sl!t$ to G$!t +ou' fi"*$'s off6H 7/$" ! s$"d$' i"iti!t$s ! co55u"ic!tio" t'!"s!ctio"? /$ o' s/$ /!s p'i5!'+ '$spo"si0ilit+ fo'!6 s$l$cti"* ! p'op$' co55u"ic!tio" c/!""$l606 p'o)idi"* 5$!"s to $"su'$ '$li!0l$ f$$d0!c26c6 d$codi"* t/$ 5$ss!*$ p'op$'l+ to f!cilit!t$ co5p'$/$"sio"6d6 c/oosi"* !pp'op'i!t$ &o'ds o' s+50ols !s p!'t of t/$ $"codi"* p'oc$ss6A%S D DIF 5 REF p6 ,( O-. ,9( TYPE ApTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT A9D7/$" ! s$"d$' i"iti!t$s ! co55u"ic!tio" t'!"s!ctio"? /$ o' s/$ /!s p'i5!'+ '$spo"si0ilit+ fo' c/oosi"* !pp'op'i!t$ &o'ds o' s+50ols !s p!'t of t/$ $"codi"* p'oc$ss6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s,D6 #he $%&% 'rmy carefully selected the words used in its slogan! (e all you can be! while!6 s$l$cti"* t/$ c/!""$l606 $"codi"* t/$ 5$ss!*$6c6 d$codi"* t/$ 5$ss!*$6d6 $)!lu!ti"* t/$ 5$ss!*$6A%S - DIF 5 REF p6 ,( O-. ,9( TYPE ApTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT A9DE"codi"* ! 5$ss!*$ '$#ui'$s s$l$cti"* &o'ds t/!t co")$+ ! p'$cis$ 5$!"i"*6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s,A6 Al$4!"d'! is *i)i"* ! p'$s$"t!tio" to /$' co5p!"+ !0out possi0l$ *lo0!l $4p!"sio"6 As s/$ p'$p!'$s /$' Po&$'Poi"t slid$s? s/$ c/oos$s ! 0!c2*'ou"d s/o&i"* ! &o'ld 5!p6 Al$4!"d'! is i")ol)$d i" &/!t p!'t of t/$ co55u"ic!tio" p'oc$ss>!6 E)!lu!ti"* t/$ 5$ss!*$06 D$codi"* t/$ 5$ss!*$c6 E"codi"* t/$ 5$ss!*$d6 S$l$cti"* t/$ c/!""$lA%S C DIF 5 REF p6 ,( O-. ,9( TYPE ApTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT A9D7/$" $"codi"* ! 5$ss!*$? t/$ s$"d$' c/oos$s t/$ !pp'op'i!t$ s+50ols to &o'd t/$ 5$ss!*$6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s=F6 When $%&% advertisers converted the popular milk commercial )ot *ilk? into &panish! they encountered a co55u"ic!tio" p'o0l$5 &it/ IIIIIIIII 0$c!us$ t/$ slo*!" 5$!"t GA'$ +ou l!ct!ti"*>H!6 0+p!ssi"*06 f'!5$ of p$'sp$cti)$c6 p'op$' c/!""$ld6 l!c2 of f$$d0!c2A%S A DIF 5 REF p6 ,( O-. ,9( TYPE ApC%PTE& 1Communicating in Todays Workplace.TOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT A9D-+p!ssi"* '$sults &/$" &o'ds co")$+ diff$'$"t 5$!"i"*s to diff$'$"t p$opl$6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Di)$'sit+< Ti$' =;Cultu'!l I5p$'!ti)$s=,6 E95!il? c$ll p/o"$s? 5$5o'!"du5s? l$tt$'s? 7$0 p!*$s? !"d '$po'ts !'$ !ll $4!5pl$s of!6 5$ss!*$s606 c/!""$ls6c6 $"codi"* tools6d6 soft&!'$6A%S - DIF ( REF p6 ,( O-. ,9( TYPE Co"TOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT A9DE95!il? c$ll p/o"$s? 5$5o'!"du5s? l$tt$'s? 7$0 p!*$s? !"d '$po'ts !'$ !ll $4!5pl$s of co55u"ic!tio" c/!""$ls6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s==6 *anuel needs to deliver a sensitive message to a colleague and decides to deliver it face to face% *anuel is in the process of!6 $"codi"* t/$ 5$ss!*$606 d$codi"* t/$ 5$ss!*$6c6 p'$p!'i"* fo' f$$d0!c26d6 s$l$cti"* t/$ c/!""$l fo' t/$ 5$ss!*$6A%S D DIF 5 REF p6 ,( O-. ,9( TYPE ApTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT A9DS$l$cti"* t/$ c/!""$l fo' t/$ 5$ss!*$ 5$!"s d$cidi"* /o& t/$ 5$ss!*$ &ill 0$ s$"t to t/$ '$c$i)$'6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s=(6 While *organ is speaking to her friend on her cell phone! static interferes with the call%#his interruption i" t/$ t'!"s5issio" of t/$ 5$ss!*$ is c!ll$d!6 0+p!ssi"*606 )i0'!tio"6c6 "ois$6d6 f'!5$ of '$f$'$"c$6A%S C DIF 5 REF p6 ,( O-. ,9( TYPE ApTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT A9D%ois$ is !"+t/i"* t/!t i"t$''upts t/$ t'!"s5issio" of ! 5$ss!*$6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"sAAC Ti$' ,;T$c/"olo*+< Ti$' =;S+"c/'o"ous 5$ss!*i"*=:6 St$)$ 5ust s$"d !" $95!il 5$ss!*$ to ! cli$"t i" Ro5$6 H$ is c!'$full+ s$l$cti"* /is &o'ds to $"su'$ t/!t /is It!li!" cli$"t? &/o sp$!2s E"*lis/ !s ! s$co"d l!"*u!*$? &ill u"d$'st!"d t/$56 H$ is i")ol)$d i" &/ic/ p!'t of t/$ co55u"ic!tio" p'oc$ss>!6 M$ss!*$ $"codi"*/ U#IT 1Communication $oundations06 Id$! fo'5!tio"c6 M$ss!*$ t'!"s5issio"d6 M$ss!*$ d$codi"*A%S A DIF 5 REF p6 ,( O-. ,9( TYPE ApTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT A9DE"codi"* is t/$ st$p i" t/$ co55u"ic!tio" p'oc$ss t/!t i")ol)$s co")$'ti"* t/$ id$! i"to &o'ds o' *$stu'$s t/!t &ill co")$+ 5$!"i"*6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"sAAC Ti$' ,;Di)$'sit+< Ti$' =;Cultu'!l i5p$'!ti)$s=56 Li"ds!+ /!s 1ust '$c$i)$d !" $95!il 5$ss!*$ f'o5 ! cli$"t !"d is '$!di"* it c!'$full+ to d$t$'5i"$ /$' cli$"t8s "$$ds6 S/$ is i")ol)$d i" t/$ IIIIIIIIIIII p!'t of t/$ co55u"ic!tio" p'oc$ss6!6 $"codi"*06 c/!""$l s$l$ctio"c6 d$codi"*d6 f$$d0!c2A%S C DIF 5 REF p6 ,( O-. ,9( TYPE ApTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT A9DT'!"sl!ti"* ! 5$ss!*$ f'o5 its s+50ol fo'5 i"to 5$!"i"* i")ol)$s d$codi"*6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s? Audi$"c$=B6 Which of the following is an e+ample of an internal disruption in the decoding process?!6 Loud co"st'uctio" sou"ds outsid$ p'$)$"t .!c2 f'o5 /$!'i"* t/$ 5$ss!*$606 Sus!" fi"ds /$' 5i"d d'ifti"* du'i"* ! l$ctu'$ !s s/$ t/i"2s !0out /$' upco5i"* t'ip to H!&!ii6c6 M!'cus is fi"di"* it /!'d to p!+ !tt$"tio" du'i"* t/$ i"t$')i$& 0$c!us$ t/$ i"t$')i$&$$8s p/o"$ 2$$ps 'i"*i"*6d6 S!'!/ fi"ds it difficult to '$!d /$' coll$!*u$8s $95!il 5$ss!*$ 0$c!us$ it8s fill$d &it/ *'!55!tic!l $''o's !"d t+pos6A%S - DIF 5 REF p6 ,( O-. ,9( TYPE ApTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT!6 A loud sou"d is !" $4!5pl$ of !" $4t$'"!l dis'uptio" i" t/$ d$codi"* p'oc$ss606 D!+d'$!5i"* is !" $4!5pl$ of !" i"t$'"!l dis'uptio" i" t/$ d$codi"* p'oc$ss6c6 A 'i"*i"* p/o"$ is !" $4!5pl$ of !" $4t$'"!l dis'uptio" i" t/$ d$codi"* p'oc$ss6d6 J'!55!tic!l $''o's !"d t+pos !'$ $4!5pl$s of s$5!"tic o0st!cl$s du'i"* t/$ $"codi"* p'oc$ss6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s=C6 ,ulia is offended when she notices that only masculine pronouns are used in the companys human resources manual% What type of decoding problem does this cause>!6 Clos$d co55u"ic!tio" cli5!t$06 -+p!ssi"*c6 E4t$'"!l dis'uptio"d6 S$5!"tic o0st!cl$C%PTE& 1Communicating in Todays Workplace0A%S D DIF 5 REF p6 ,: O-. ,9( TYPE ApTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT A9DS$5!"tic o0st!cl$s? suc/ !s misunderstood words or emotional reactions to c$'t!i" t$'5s? c!" c!us$ p'o0l$5s du'i"* t/$ d$codi"* p'oc$ss6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"sAAC Ti$' ,;Di)$'sit+< Ti$' =;J$"d$' diff$'$"c$s=D6 Do5i"i#u$ i"clud$s t/$ s$"t$"c$ GL$t 5$ 2"o& &/$t/$' I c!" !"s&$' !"+ #u$stio"sH !t t/$ $"d of /is $95!il 5$ss!*$ !s ! &!+ to $"cou'!*$!6 d$codi"*606 f$$d0!c26c6 f'!5$ of '$f$'$"c$6d6 0+p!ssi"*6A%S - DIF 5 REF p6 ,: O-. ,9( TYPE ApTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT A9DS$"d$'s of 5$ss!*$s c!" $"cou'!*$ f$$d0!c2 0+ i"cludi"* s$"t$"c$ suc/ !s GL$t 5$ 2"o& &/$t/$' I c!" !"s&$' !"+ #u$stio"s6HAAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s=A6 As /$' sup$')iso' $4pl!i"s t/$ "$& p'oc$du'$? Ji"! "ods /$' /$!d6 Ji"!8s '$spo"s$ is !" $4!5pl$of!6 )$'0!l f$$d0!c2606 "ois$6c6 $)!lu!tio"6d6 "o")$'0!l f$$d0!c26A%S D DIF 5 REF p6 ,: O-. ,9( TYPE ApTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT A9D%o")$'0!l f$$d0!c2 us$s 0od+ l!"*u!*$ to l$t t/$ s$"d$' 2"o& &/$t/$' t/$ 5$ss!*$ /!s 0$$" '$c$i)$d !"d u"d$'stood6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s(F6 IIIIIIIIIIIII helps the sender know whether the message was received and understood%a% Feedback06 %ois$c6 -+p!ssi"*d6 A" $)!lu!ti)$ '$spo"s$A%S A DIF ( REF p6 ,( O-. ,9( TYPE Co"TOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT A9DF$$d0!c2 /$lps t/$ s$"d$' 2"o& t/!t t/$ 5$ss!*$ &!s '$c$i)$d !"d u"d$'stood6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s11 U#IT 1Communication $oundations(,6 Which of the following is the most useful feedback?!6 I cant imagine why you think diversity training would be helpful to new employees.06 If I understand you correctly, your recommendation is to offer diversity training to all new employees.c6 That idea cant possibly work.d6 All employees need diversity training.A%S - DIF 5 REF p6 ,: O-. ,9( TYPE ApTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT A9DD$sc'ipti)$ f$$d0!c2 suc/ !s GIf I u"d$'st!"d +ou co''$ctl+? +ou' '$co55$"d!tio" is to off$' di)$'sit+ t'!i"i"* to !ll "$& $5plo+$$sH is 5o'$ us$ful t/!" $)!lu!ti)$ f$$d0!c2 suc/ !s GT/!t id$! c!"8t possi0l+ &o'26HAAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s? Audi$"c$(=6 ,oseph says that he will answer his clients -uestions soon%,oseph plans to answer the -uestions by early ne+t &$$2< /is cli$"t $4p$cts t/$ !"s&$'s 0+ t/$ $"d of t/$ d!+6T/is 5isu"d$'st!"di"* '$sults f'o5!6 0+p!ssi"*606 diff$'i"* f'!5$s of '$f$'$"c$6c6 d$sc'ipti)$ f$$d0!c26d6 usi"* t/$ i"co''$ct co55u"ic!tio" c/!""$l6A%S A DIF 5 REF p6 ,: O-. ,9: TYPE ApTOP O)$'co5i"* I"t$'p$'so"!l Co55u"ic!tio" -!''i$'s%OT A9D-+p!ssi"* occu's &/$" t&o p$opl$ !tt!c/ diff$'$"t 5$!"i"*s to t/$ &o'ds 0$i"* us$d6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;R/$to'ic!l co"sid$'!tio"s((6 .ifferences in frames of reference are especially si*"ific!"t &/$"!6 &o'2i"* o" i5p'o)i"* o"$8s list$"i"* s2ills606 co55u"ic!ti"* &it/ p$'so"s f'o5 ! diff$'$"t cultu'$6c6 o)$'co5i"* p/+sic!l 0!''i$'s to co55u"ic!tio"6d6 co"f'o"t$d &it/ co"flicti"* $5otio"s6A%S - DIF ( REF p6 ,: O-. ,9: TYPE Co"TOP O)$'co5i"* I"t$'p$'so"!l Co55u"ic!tio" -!''i$'s%OT A9DDiff$'$"c$s i" f'!5$s of '$f$'$"c$ !'$ $sp$ci!ll+ si*"ific!"t &/$" co55u"ic!ti"* &it/ p$'so"s f'o5 ! diff$'$"t cultu'$ 0$c!us$ ! p$'so"8s f'!5$ of '$f$'$"c$ is fo'5$d 0+ ! co50i"!tio" of $4p$'i$"c$s? $duc!tio"? !"d cultu'$6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Di)$'sit+< Ti$' =;Cultu'!l i5p$'!ti)$s(:6 ' sales team from a large 'merican company was sent to &audi 'rabia to try to sell its products% /ot reali"ing that employees in &audi 'rabia prefer informal conversation before starting business negotiations? t/$ A5$'ic!"s &$'$ su'p'is$d to fi"d t/!t t/$ S!udis s$$5$d off$"d$d &/$" t/$+ 0$*!" t/$i' s!l$s p'$s$"t!tio" i55$di!t$l+6 A si*"ific!"t 0!''i$' to co55u"ic!tio" i" t/is i"st!"c$ could 0$ !tt'i0ut$d to!6 0+p!ssi"*606 l!c2 of list$"i"* s2ills6C%PTE& 1Communicating in Todays Workplace11c6 f!ilu'$ to '$co*"iE$ diff$'$"t f'!5$s of '$f$'$"c$6d6 $5otio"!l i"t$'f$'$"c$ c!us$d &/$" s$"d$'s o' '$c$i)$'s !'$ dist'!ct$d 0+ i"t$'"!l f$$li"*s6A%S C DIF 5 REF p6 ,: O-. ,9: TYPE ApTOP O)$'co5i"* I"t$'p$'so"!l Co55u"ic!tio" -!''i$'s%OT A9DA si*"ific!"t 0!''i$' to co55u"ic!tio" i" t/is i"st!"c$ could 0$ !tt'i0ut$d to f!ilu'$ to '$co*"iE$ diff$'$"t f'!5$s of '$f$'$"c$6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"sAAC Ti$' ,;Di)$'sit+< Ti$' =;Cultu'!l i5p$'!ti)$s(56 Kathleen sends her r0sum0 out to several companies% $nfortunately! it is poorly formatted and contains several typographical errors% What kind of communication ba''i$' &ill t/is c!us$>!6 -+p!ssi"*06 Diff$'i"* f'!5$s of '$f$'$"c$c6 E5otio"!l dist'!ctio"d6 P/+sic!l dist'!ctio"A%S D DIF 5 REF p6 ,: O-. ,9: TYPE ApTOP O)$'co5i"* I"t$'p$'so"!l Co55u"ic!tio" -!''i$'s%OT A9DA poo'l+ fo'5!tt$d 'Ksu5K t/!t co"t!i"s t+po*'!p/ic!l $''o's p'$s$"ts ! p/+sic!l dist'!ctio" i" t/$ co55u"ic!tio" p'oc$ss6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s? R/$to'ic!l co"sid$'!tio"s(B6 While conducting an orientation session for new employees? D+l!" "otic$d loo2s of co"fusio"o" t/$ f!c$s of so5$ list$"$'s6 H$ t/$" p!us$d !"d !s2$d /is !udi$"c$? G7/!t #u$stio"s do +ou /!)$ so f!'>H D+l!" &!s st'i)i"* to o)$'co5$ co55u"ic!tio" 0!''i$'s 0+!6 #u$stio"i"* /is !ssu5ptio"s? 0i!s$s? !"d p'$1udic$s606 i5p'o)i"* /is l!"*u!*$ !"d list$"i"* s2ills6c6 c'$!ti"* !" $")i'o"5$"t fo' us$ful f$$d0!c26d6 '$duci"* p/+sic!l dist'!ctio"s6A%S C DIF 5 REF p6 ,: O-. ,9: TYPE ApTOP O)$'co5i"* I"t$'p$'so"!l Co55u"ic!tio" -!''i$'s%OT A9D-+ !s2i"* /is !udi$"c$ fo' #u$stio"s? D+l!" &!s c'$!ti"* !" $")i'o"5$"t fo' us$ful f$$d0!c26 C'$!ti"* !" $")i'o"5$"t fo' f$$d0!c2 c!" /$lp ! co55u"ic!to' cl$!' up 5!"+ 5isu"d$'st!"di"*s6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s? R/$to'ic!l co"sid$'!tio"s(C6 %!o2o /!s 1ust 5o)$d to t/$ U"it$d St!t$s !"d is t!2i"* ! cl!ss to i5p'o)$ /$' E"*lis/ s2ills6 7/!t i"t$'p$'so"!l co55u"ic!tio" 0!''i$' is s/$ t'+i"* to o)$'co5$>!6 L!c2 of l!"*u!*$ s2ill06 -+p!ssi"*c6 Diff$'i"* f'!5$s of '$f$'$"c$d6 S$5!"tic o0st!cl$sA%S A DIF 5 REF p6 ,: O-. ,9: TYPE Ap1" U#IT 1Communication $oundationsTOP O)$'co5i"* I"t$'p$'so"!l Co55u"ic!tio" -!''i$'s%OT A9DTo o)$'co5$ 0!''i$'s c!us$d 0+ l!c2 of l!"*u!*$ s2ill? $!c/ i"di)idu!l "$$ds !" !d$#u!t$ )oc!0ul!'+? ! co55!"d of 0!sic pu"ctu!tio" !"d *'!55!'? !"d s2ill i" &'itt$" !"d o'!l $4p'$ssio"6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;St!"d!'d E"*lis/(D6 Which of the following is an e+ample of e+ternal organi"ational co55u"ic!tio">!6 A" $5plo+$$ p$'fo'5!"c$ !pp'!is!l06 A s!l$s l$tt$' s$"t to ! p'osp$cti)$ custo5$'c6 A '$po't '$co55$"di"* ! c/!"*$ i" co5p!"+ p'oc$du'$d6 A" $95!il 5$ss!*$ *i)i"* i"st'uctio"s fo' '$#u$sti"* ! c/!"*$ i" /$!lt/ 0$"$fitsA%S - DIF 5 REF p6 ,5 O-. ,95 TYPE ApTOP Co55u"ic!ti"* i" O'*!"iE!tio"s%OT!6 A" $5plo+$$ p$'fo'5!"c$ !pp'!is!l is !" $4!5pl$ of i"t$'"!l o'*!"iE!tio"!l co55u"ic!tio"606 A s!l$s l$tt$' is !" $4!5pl$ of $4t$'"!l o'*!"iE!tio"!l co55u"ic!tio"6c6 A '$po't '$co55$"di"* ! c/!"*$ i" co5p!"+ p'oc$du'$ is !" $4!5pl$ of i"t$'"!l o'*!"iE!tio"!l co55u"ic!tio"6d6 A" $95!il 5$ss!*$ *i)i"* i"st'uctio"s fo' '$#u$sti"* c/!"*$s i" /$!lt/ 0$"$fits is !" $4!5pl$ of i"t$'"!l o'*!"iE!tio"!l co55u"ic!tio"6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s(A6 7/ic/ of t/$ follo&i"* is !" $4!5pl$ of !" i"t$'"!l o'*!"iE!tio"!l co55u"ic!tio">!6 A coll$ctio" l$tt$' s$"t to ! custo5$'06 A 7$0 sit$ !d)$'tisi"* ! co5p!"+8s p'oductsc6 A 5$$ti"* of !ll d$p!'t5$"t 5!"!*$'sd6 A" !""u!l '$po't s$"t to co5p!"+ stoc2/old$'sA%S C DIF 5 REF p6 ,5 O-. ,95 TYPE ApTOP Co55u"ic!ti"* i" O'*!"iE!tio"s%OT!6 A coll$ctio" l$tt$' s$"t to ! custo5$' is !" $4!5pl$ of $4t$'"!l o'*!"iE!tio"!l co55u"ic!tio"606 A 7$0 sit$ !d)$'tisi"* ! co5p!"+8s p'oducts is !" $4!5pl$ of $4t$'"!l o'*!"iE!tio"!l co55u"ic!tio"6c6 A 5$$ti"* of !ll d$p!'t5$"t 5!"!*$'s is !" $4!5pl$ of i"t$'"!l o'*!"iE!tio"!l co55u"ic!tio"6d6 A" !""u!l '$po't s$"t to co5p!"+ stoc2/old$'s is !" $4!5pl$ of i"t$'"!l o'*!"iE!tio"!l co55u"ic!tio"6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s:F6 T/$ t/'$$ basic functions of business communication are toa% inform! entertain! and $4pl!i"606 i"fo'5? p$'su!d$? !"d p'o5ot$ *ood&ill6c6 i"fo'5? p$'su!d$? !"d $4pl!i"6d6 i"fo'5? i"st'uct? !"d $"t$'t!i"6A%S - DIF ( REF p6 ,C O-. ,95 TYPE Co"TOP Co55u"ic!ti"* i" O'*!"iE!tio"sC%PTE& 1Communicating in Todays Workplace1'%OT A9DT/$ t/'$$ 0!sic fu"ctio"s of 0usi"$ss co55u"ic!tio" !'$ to i"fo'5? p$'su!d$? !"d p'o5ot$ *ood&ill6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s? R/$to'ic!l co"sid$'!tio"s:,6 @$"'ic2 is co55u"ic!ti"* &it/ ! coll$!*u$ i" '$!l ti5$ o)$' t/$ I"t$'"$t usi"* ! p'i)!t$ c/!t 'oo56 @$"'ic2 is usi"* ! co55u"ic!tio" t$c/"olo*+ c!ll$d!6 i"st!"t 5$ss!*i"* (IM)606 0lo**i"*6c6 $95!ili"*6d6 )id$oco"f$'$"ci"*6A%S A DIF , REF p6 ,C O-. ,95 TYPE D$fTOP Co55u"ic!ti"* i" O'*!"iE!tio"s%OT A9DI"st!"t 5$ss!*i"* !llo&s us$'s to c'$!t$ ! p'i)!t$ c/!t 'oo5 to co55u"ic!t$ i" '$!l ti5$ o)$' t/$I"t$'"$t6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;T$c/"olo*+< Ti$' =;S+"c/'o"ous co55u"ic!tio"? Co55u"ic!tio" $)olutio":=6 Which of the following statements comparing oral and &'itt$" co55u"ic!tio" is most !ccu'!t$>!6 7'itt$" co55u"ic!tio" is p'$f$''$d &/$" ! p$'5!"$"t '$co'd is "$$d$d606 O'!l 5$ss!*$s !'$ *$"$'!ll+ 5o'$ o'*!"iE$d !"d &$ll9co"sid$'$d t/!" &'itt$" 5$ss!*$s6c6 O"$ !d)!"t!*$ of &'itt$" co55u"ic!tio" suc/ !s ! '$po't is t/!t it !llo&s fo' i55$di!t$ f$$d0!c26d6 O'!l co55u"ic!tio" is p'$f$''$d &/$" p'$s$"ti"* fo'5!l o' co5pl$4 id$!s6A%S A DIF ( REF pp6 ,C9,D O-. ,95 TYPE Co"TOP Co55u"ic!ti"* i" O'*!"iE!tio"s%OT!6 O"$ !d)!"t!*$ of &'itt$" co55u"ic!tio" is t/!t it l$!)$s ! p$'5!"$"t '$co'd606 7'iti"* out !" id$! i"st$!d of d$li)$'i"* it o'!ll+ $"!0l$s co55u"ic!to's to d$)$lop !5o'$ o'*!"iE$d? &$ll9co"sid$'$d 5$ss!*$6c6 O'!l co55u"ic!tio"? "ot &'itt$" co55u"ic!tio"? !llo&s fo' i55$di!t$ f$$d0!c26d6 7'itt$" co55u"ic!tio" is 0$tt$' &/$" p'$s$"ti"* fo'5!l o' co5pl$4 id$!s6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s? R/$to'ic!l co"sid$'!tio"s:(6 7/ic/ of t/$ follo&i"* is !" $4!5pl$ of do&"&!'d co55u"ic!tio">!6 T/'$$ sup$')iso's 5$$t to discuss ! "$& t'!i"i"* p'o*'!5 fo' t/$i' $5plo+$$s606 A sup$')iso' su05its ! p'o*'$ss '$po't o" /is d$p!'t5$"t8s cu''$"t p'o1$ct6c6 A" $5plo+$$ su**$sts ! &!+ to i5p'o)$ custo5$' s$')ic$6d6 A sup$')iso' s$"ds !" $95!il 5$ss!*$ to !ll di)isio" $5plo+$$s d$t!ili"* t/$ "$&$st p'oc$du'$ fo' su05itti"* $4p$"s$ !ccou"t '$po'ts6A%S D DIF 5 REF p6 ,A O-. ,9B TYPE ApTOP I5p'o)i"* t/$ Flo& of I"fo'5!tio" i" O'*!"iE!tio"s%OT!6 A" $4!5pl$ of /o'iEo"t!l co55u"ic!tio" i" !" o'*!"iE!tio" i")ol)$s t/'$$ sup$')iso's 5$$ti"* to discuss ! "$& t'!i"i"* p'o*'!5 fo' t/$i' $5plo+$$s606 A" $4!5pl$ of up&!'d co55u"ic!tio" i")ol)$s ! sup$')iso' su05itti"* ! p'o*'$ss '$po't o" 1+ U#IT 1Communication $oundations/is d$p!'t5$"t8s cu''$"t p'o1$ct6c6 A" $4!5pl$ of up&!'d co55u"ic!tio" i")ol)$s !" $5plo+$$ su**$sti"* ! &!+ to i5p'o)$ custo5$' s$')ic$6d6 A" $4!5pl$ of do&"&!'d co55u"ic!tio" i")ol)$s ! sup$')iso' s$"di"* !" $95!il 5$ss!*$ to !ll di)isio" $5plo+$$s d$t!ili"* t/$ "$&$st p'oc$du'$ fo' su05itti"* $4p$"s$ !ccou"t '$po'ts6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s::6 7/ic/ of t/$ follo&i"* is !" $4!5pl$ of !" i"fo'5!l o'*!"iE!tio"!l co55u"ic!tio" c/!""$l>!6 A sup$')iso' *i)$s ! p$'fo'5!"c$ !pp'!is!l to /$' su0o'di"!t$606 A" $5plo+$$ su**$sts to /is sup$')iso' ! &!+ to i"c'$!s$ p'oducti)it+ i" /is d$p!'t5$"t6c6 S!l$s t$!5 5$50$'s /old ! )i'tu!l 5$$ti"* to discuss pot$"ti!l custo5$'s6d6 A" $5plo+$$ st!'ts ! 0lo* o" &/ic/ s/$ s/!'$s /$' p$'so"!l &o'2 $4p$'i$"c$s? opi"io"s? !"d o0s$')!tio"s6A%S D DIF ( REF p6 (, O-. ,9B TYPE Co"TOP I5p'o)i"* t/$ Flo& of Co55u"ic!tio" i" O'*!"iE!tio"s%OT!6 A p$'fo'5!"c$ !pp'!is!l is !" $4!5pl$ of do&"&!'d flo&? &/ic/ is ! fo'5!l co55u"ic!tio" c/!""$l606 A" $5plo+$$ su**$stio" is !" $4!5pl$ of up&!'d flo&? &/ic/ is ! fo'5!l co55u"ic!tio" c/!""$l6c6 A )i'tu!l 5$$ti"* of s!l$s t$!5 5$50$'s is !" $4!5pl$ of /o'iEo"t!l flo&? &/ic/ is ! fo'5!l co55u"ic!tio" c/!""$l6d6 A 0lo* is !" $4!5pl$ of !" i"fo'5!l co55u"ic!tio" c/!""$l6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s:56 Which of the following statements about formal and informal communication channels is most accurate?!6 All '$l$)!"t o'*!"iE!tio"!l i"fo'5!tio" s/ould flo& t/'ou*/ fo'5!l co55u"ic!tio" c/!""$ls606 Id$!ll+? t/$ /$!)i$st flo& of i"fo'5!tio" &it/i" !" o'*!"iE!tio" s/ould 0$ do&"&!'d? f'o5 d$cisio" 5!2$'s to &o'2$'s6c6 T/$ *'!p$)i"$ c!" 0$ ! f!i'l+ !ccu'!t$ !"d sp$$d+ sou'c$ of o'*!"iE!tio" i"fo'5!tio"6d6 Most t'!ditio"!l o'*!"iE!tio"s /!)$ $st!0lis/$d '$*ul!' c/!""$ls fo' t/$ /o'iEo"t!l $4c/!"*$ of i"fo'5!tio"6A%S C DIF ( REF pp6 ,D9=, O-. ,9B TYPE Co"TOP I5p'o)i"* t/$ Flo& of Co55u"ic!tio" i" O'*!"iE!tio"s%OT!6 R$l$)!"t o'*!"iE!tio"!l i"fo'5!tio" flo&s t/'ou*/ 0ot/ fo'5!l !"d i"fo'5!l co55u"ic!tio" c/!""$ls606 Id$!ll+? t/$ /$!)i$st flo& of i"fo'5!tio" s/ould 0$ up&!'d &it/ i"fo'5!tio" 0$i"* f$d st$!dil+ to d$cisio" 5!2$'s6c6 T/$ i"fo'5!l *'!p$)i"$ is ! po&$'ful co55u"ic!tio" c/!""$l t/!t c!" 0$ f!i'l+ !ccu'!t$ !"dsp$$d+6d6 Most t'!ditio"!l o'*!"iE!tio"s /!)$ f$& $st!0lis/$d '$*ul!' c/!""$ls fo' t/$ /o'iEo"t!l $4c/!"*$ of i"fo'5!tio"6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s:B6 Co5p!"i$s !'$ i"c'$!si"*l+ i"co'po'!ti"* $t/ics i"to t/$i' o'*!"iE!tio"s 0$c!us$ t/$+ &!"t to 0$ soci!ll+ '$spo"si0l$ !s &$ll !s $"du'$ l$ssC%PTE& 1Communicating in Todays Workplace1,!6 liti*!tio"606 '$s$"t5$"t6c6 *o)$'"5$"t '$*ul!tio"6d6 !ll of t/$ !0o)$6A%S D DIF ( REF p6 =( O-. ,9C TYPE Co"TOP E4!5i"i"* -usi"$ss Co55u"ic!tio" Et/ics%OT A9DMo'$ !"d 5o'$ co5p!"i$s !'$ i"cludi"* $t/ics p'o*'!5s 0$c!us$ t/$+ 2"o& t/$+ &ill $"du'$ l$ss liti*!tio"? '$s$"t5$"t? !"d *o)$'"5$"t '$*ul!tio"6 It8s "ot 1ust !0out 0$i"* soci!ll+ '$spo"si0l$6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Et/ics< Ti$' =;P$'so"!l? co'po'!t$? l$*!l? $t/ic!l '$spo"si0iliti$s:C6 Co)$'i"* up i"cid$"ts? !0usi"* sic2 d!+s? l+i"* to ! sup$')iso'? !"d t!2i"* c'$dit fo' ! coll$!*u$8sid$!s !'$ $4!5pl$s of!6 0'$!2i"* t/$ l!&606 !ctio"s "$c$ss!'+ to *$t !/$!d tod!+6c6 u"$t/ic!l !ctio"s6d6 &o'2pl!c$ dist'ust6A%S C DIF ( REF p6 == O-. ,9C TYPE Co"TOP E4!5i"i"* -usi"$ss Co55u"ic!tio" Et/ics%OT!6 T/$s$ i"cid$"ts !'$ "ot )iol!tio"s of l!&< t/$+ !'$ u"$t/ic!l !ctio"s606 T/$s$ i"cid$"ts !'$ "ot !ctio"s "$c$ss!'+ to *$t !/$!d< t/$+ !'$ u"$t/ic!l !ctio"s6c6 T/$s$ !ctio"s !'$ $4!5pl$s of u"$t/ic!l !ctio"s6d6 T/$s$ i"cid$"ts !'$ "ot $4!5pl$s of dist'ust< t/$+ !'$ u"$t/ic!l !ctio"s6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Et/ics< Ti$' =;P$'so"!l? co'po'!t$? l$*!l? $t/ic!l '$spo"si0iliti$s:D6 Which of the following statements about laws is least accurate?!6 P$opl$ i" !ccou"ti"* !"d fi"!"c$ s/ould 0$ !&!'$ of t/$ S!'0!"$s9O4l$+ Act606 A"+t/i"* pu0lis/$d o" t/$ I"t$'"$t is i" t/$ pu0lic do5!i" !"d c!" 0$ us$d f'$$l+6c6 Assu5$ t/!t !"+t/i"* p'oduc$d p'i)!t$l+ !ft$' to ,ADA is cop+'i*/t$d6d6 T/$ co"c$pt of f!i' us$ *i)$s i"di)idu!ls li5it$d 'i*/ts to us$ cop+'i*/t$d 5!t$'i!ls &it/out '$#ui'i"* p$'5issio"6A%S - DIF ( REF p6 =( O-. ,9C TYPE Co"TOP E4!5i"i"* -usi"$ss Co55u"ic!tio" Et/ics%OT!6 T/$ S!'0!"$s9O4l$+ Act /!s '$st'ictio"s t/!t !'$ '$l$)!"t fo' t/os$ i" t/$ !ccou"ti"*? fi"!"c$?i")$sti"*? !"d co'po'!t$ 5!"!*$5$"t fi$lds606 I"t$'"$t it$5s !'$ co)$'$d 0+ cop+'i*/t l!&s !"d c!""ot 0$ us$d f'$$l+ u"l$ss t/$+ !'$ i" t/$ pu0lic do5!i"6c6 A"+t/i"* p'oduc$d p'i)!t$l+ !ft$' ,ADA s/ould 0$ !ssu5$d to 0$ cop+'i*/t$d6d6 U"d$' t/$ co"c$pt of f!i' us$? i"di)idu!ls /!)$ li5it$d 'i*/ts to us$ cop+'i*/t$d 5!t$'i!l &it/out '$#ui'i"* p$'5issio"AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Et/ics< Ti$' =;P$'so"!l? co'po'!t$? l$*!l? $t/ic!l '$spo"si0iliti$s:A6 1thical business communicators strive to tell the truth! label opi"io"s so t/!t t/$+ !'$ "ot co"fus$d &it/ f!cts? !'$ o01$cti)$? &'it$ cl$!'l+? !"d1- U#IT 1Communication $oundations!6 $"su'$ t/!t co55u"ic!tio" flo&s up&!'d? do&"&!'d? !"d /o'iEo"t!ll+606 *i)$ c'$dit &/$" usi"* t/$ id$!s of ot/$'s6c6 $"cou'!*$ f$$d0!c26d6 c/oos$ !pp'op'i!t$ c/!""$ls of co55u"ic!tio"6A%S - DIF ( REF pp6 =(9=: O-. ,9C TYPE Co"TOP E4!5i"i"* -usi"$ss Co55u"ic!tio" Et/ics%OT A9DEt/ic!l 0usi"$ss co55u"ic!to's st'i)$ to *i)$ c'$dit &/$" usi"* t/$ id$!s of ot/$'s6 Et/ic!l co55u"ic!tio" /!s littl$ to do &it/ t/$ di'$ctio"!l flo& of co55u"ic!tio"? f$$d0!c2? o' c/oosi"*!pp'op'i!t$ c/!""$ls6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Et/ics< Ti$' =;P$'so"!l? co'po'!t$? l$*!l? $t/ic!l '$spo"si0iliti$s5F6 -$c!us$ +ou' d$p!'t5$"t /!s "ot '$!c/$d its s!l$s #uot!? +ou' 0oss /!s !s2$d +ou to c/!"*$ fi*u'$s to s/o& t/!t s!l$s &$'$ /i*/$' t/!" t/$+ !ctu!ll+ &$'$6 7/ic/ of t/$ follo&i"* #u$stio"s is %OT i5po't!"t !s +ou d$cid$ &/!t to do>!6 Is t/$ !ctio" +ou !'$ co"sid$'i"* l$*!l>06 A'$ t/$'$ ot/$' !lt$'"!ti)$s>c6 C!" +ou discuss t/$ p'o0l$5 &it/ so5$o"$ &/os$ !d)ic$ +ou t'ust>d6 7/!t is t/$ 0$st c/!""$l of co55u"ic!tio" to us$ i" '$spo"di"* to +ou' 0oss>A%S D DIF 5 REF p6 =5 O-. ,9C TYPE ApTOP E4!5i"i"* -usi"$ss Co55u"ic!tio" Et/ics%OT A9D7/$" f!c$d &it/ difficult $t/ic!l d$cisio"s? !ll of t/$ #u$stio"s s/o&" !'$ /$lpful $4c$pt t/$ #u$stio" '$*!'di"* d$cidi"* o" ! c/!""$l of co55u"ic!tio"6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Et/ics< Ti$' =;P$'so"!l? co'po'!t$? l$*!l? $t/ic!l '$spo"si0iliti$sT&UE2$%L3E,6 E5plo+$'s co"sist$"tl+ s!+ t/!t co55u"ic!tio" s2ills !'$ c'itic!l to $ff$cti)$ 1o0 pl!c$5$"t? p$'fo'5!"c$? c!'$$' !d)!"c$5$"t? !"d o'*!"iE!tio"!l succ$ss6A%S T DIF ( REF p6 ( O-. ,9, TYPE Co"TOP -uildi"* You' C!'$$' Succ$ss 7it/ Co55u"ic!tio" S2ills%OT Co55u"ic!tio" s2ills !'$ co"sist$"tl+ )i$&$d 0+ $5plo+$$s !s 0$i"* c'itic!l to $ff$cti)$ 1o0 pl!c$5$"t? p$'fo'5!"c$? c!'$$' !d)!"c$5$"t? !"d o'*!"iE!tio"!l succ$ss6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"=6 -$c!us$ of "$& co55u"ic!tio" t$c/"olo*i$s? &'iti"* s2ills !'$ "o lo"*$' i5po't!"t fo' 5ost of tod!+8s &o'2$'s6A%S F DIF ( REF p6 : O-. ,9, TYPE Co"TOP -uildi"* You' C!'$$' Succ$ss 7it/ Co55u"ic!tio" S2ills%OT 7'iti"* s2ills !'$ $)$" 5o'$ i5po't!"t tod!+ 0$c!us$ t$c/"olo*+ $"!0l$s us to t'!"s5it 5$ss!*$s 5o'$ '!pidl+? 5o'$ oft$"? !"d to *'$!t$' "u50$'s of p$opl$ t/!" $)$' 0$fo'$6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"C%PTE& 1Communicating in Todays Workplace1.(6 T/$ !0iliti$s to '$!d? list$"? sp$!2? !"d &'it$ $ff$cti)$l+ !'$ i"0o'"6A%S F DIF ( REF p6 : O-. ,9, TYPE Co"TOP -uildi"* You' C!'$$' Succ$ss 7it/ Co55u"ic!tio" S2ills%OT Co55u"ic!tio" s2ills !'$ "ot i"0o'"? 0ut t/$+ c!" 0$ l$!'"$d6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio":6 T/$ 2$+ i"*'$di$"ts i" tod!+8s U6S6 $co"o5+ !'$ p/+sic!l l!0o'? '!& 5!t$'i!ls? !"d c!pit!l6A%S F DIF ( REF p6 5 O-. ,9, TYPE Co"TOP T/'i)i"* !s ! @"o&l$d*$ 7o'2$' i" t/$ I"fo'5!tio" A*$%OT T/$ 2$+ i"*'$di$"ts i" tod!+8s U6S6 $co"o5+ !'$ i"fo'5!tio" !"d 2"o&l$d*$6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"56 @"o&l$d*$ &o'2$'s !'$ p!id fo' t/$i' !0ilit+ to l$!'" !"d to t/i"2 c'$!ti)$l+ !"d c'itic!ll+6A%S T DIF ( REF p6 5 O-. ,9, TYPE Co"TOP T/'i)i"* !s ! @"o&l$d*$ 7o'2$' i" t/$ I"fo'5!tio" A*$%OT @"o&l$d*$ &o'2$'s $"*!*$ i" 5i"d &o'2 !"d !'$ p!id fo' t/$i' !0ilit+ to l$!'" !"d to t/i"2 c'$!ti)$l+ !"d c'itic!ll+6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"B6 T/$ G"$& $co"o5+H is 5!d$ up of I"t$'"$t90!s$d co5p!"i$s !"d $9co55$'c$6A%S T DIF ( REF p6 5 O-. ,9, TYPE Co"TOP T/'i)i"* !s ! @"o&l$d*$ 7o'2$' i" t/$ I"fo'5!tio" A*$%OT T/$ "$& $co"o5+ is 5!d$ up of $9co55$'c$ !"d I"t$'"$t90!s$d co5p!"i$s? !"d t/$ old $co"o5+ is 5!d$ up of 0'ic2s9!"d95o't!' co5p!"i$s6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"C6 T/$ 5ost succ$ssful $5plo+$$s i" tod!+8s &o'2pl!c$ &ill 0$ t/os$ &/o !'$ &illi"* to 0$co5$ lif$lo"* l$!'"$'s6A%S T DIF ( REF p6 5 O-. ,9, TYPE Co"TOP T/'i)i"* !s ! @"o&l$d*$ 7o'2$' i" t/$ I"fo'5!tio" A*$%OT T/$ 5ost succ$ssful 0usi"$ssp$opl$ &ill 0$ t/os$ &illi"* to l$!'" co"st!"tl+ i" o'd$' to !c#ui'$ "$& s2ills to /$lp t/$5 2$$p up &it/ $)ol)i"* t$c/"olo*i$s !"d p'oc$du'$s6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"D6 Small, medium, and large companies increasingly %nd themselves competingin global rather than local markets6A%S T DIF ( REF p6 C O-. ,9= TYPE Co"TOP F!cto's Aff$cti"* You i" Tod!+8s 7o'2pl!c$%OT 5ecause of improved systems of telecommunication, advanced forms of transportation, and saturated local markets, many companies of all si*es are moving beyond familiar territories to emerging markets around the world6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Di)$'sit+< Ti$' =;I"t$'"!tio"!l !pplic!tio"sA6 Fl!tt$"$d 5!"!*$5$"t /i$'!'c/i$s !llo& co5p!"i$s to '$!ct 5o'$ #uic2l+ to 5!'2$t c/!"*$s6A%S T DIF ( REF p6 C O-. ,9= TYPE Co"1/ U#IT 1Communication $oundationsTOP F!cto's Aff$cti"* You i" Tod!+8s 7o'2pl!c$%OT I" fl!t o'*!"iE!tio"s? &/$'$ t/$ li"$s of co55u"ic!tio" !'$ s/o't$'? d$cisio" 5!2$'s c!" '$!ct 5o'$ #uic2l+ to 5!'2$t c/!"*$s6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio",F6 C'oss9fu"ctio"!l t$!5s !'$ usu!ll+ 5!d$ up of p$opl$ &it/ si5il!' 0!c2*'ou"ds? 2"o&l$d*$? !"d t'!i"i"*6A%S F DIF ( REF p6 D O-. ,9= TYPE Co"TOP F!cto's Aff$cti"* You i" Tod!+8s 7o'2pl!c$%OT When companies form cross'functional teams, individual team members often dont share the same background, knowledge, or training6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;T$!5&o'2,,6 Co55u"ic!tio" t$c/"olo*i$s suc/ !s $95!il? i"st!"t 5$ss!*i"*? 0lo*s? &i2is? !"d &i'$l$ss "$t&o'2i"* !llo& $5plo+$$s to coll!0o'!t$ !"d co5pl$t$ t/$i' &o'2 f'o5 !"+&/$'$ i" t/$ &o'ld6A%S T DIF ( REF p6 D O-. ,9= TYPE Co"TOP F!cto's Aff$cti"* You i" Tod!+8s 7o'2pl!c$%OT Tools suc/ !s $95!il? i"st!"t 5$ss!*i"*? 0lo*s? &i2is? !"d &i'$l$ss "$t&o'2i"* !llo& $5plo+$$s !"d )i'tu!l t$!5s to coll!0o'!t$ !"d co5pl$t$ t/$i' &o'2 f'o5 !"+&/$'$ *$o*'!p/ic!ll+6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;T$c/"olo*+< Ti$' =;Co55u"ic!tio" $)olutio",=6 T/$ A5$'ic!" &o'2fo'c$ is $4p$ct$d to i"c'$!s$ i" !*$ o)$' t/$ "$4t s$)$'!l +$!'s6A%S T DIF ( REF p6 A O-. ,9= TYPE Co"TOP F!cto's Aff$cti"* You i" Tod!+8s 7o'2pl!c$%OT T/$ A5$'ic!" &o'2fo'c$ &ill s$$ ! 0i* 1u5p i" old$' &o'2$'s i" t/$ futu'$6 -+ =F=F? =F p$'c$"t of A5$'ic!Ls &o'2$'s &ill 0$ 55 +$!'s o' old$'6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Di)$'sit+< Ti$' =;Cultu'!l i5p$'!ti)$s,(6 Di)$'s$ &o'2fo'c$s !'$ "ot !0l$ to '$spo"d !s $ff$cti)$l+ !s /o5o*$"$ous &o'2fo'c$s to c/!"*$si" loc!l 5!'2$ts6A%S F DIF ( REF p6 A O-. ,9= TYPE Co"TOP F!cto's Aff$cti"* You i" Tod!+8s 7o'2pl!c$%OT A di)$'s$ st!ff is 0$tt$' !0l$ to '$!d t'$"ds !"d '$spo"d to t/$ i"c'$!si"*l+ di)$'s$ custo5$' 0!s$ i" loc!l !"d &o'ld 5!'2$ts6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Di)$'sit+< Ti$' =;Cultu'!l i5p$'!ti)$s,:6 As lo"* !s t/$ 5$ss!*$ is p'op$'l+ t'!"s5itt$d f'o5 t/$ s$"d$' to t/$ '$c$i)$'? succ$ssful co55u"ic!tio" /!s t!2$" pl!c$6A%S F DIF ( REF p6 A O-. ,9( TYPE Co"TOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT Co55u"ic!tio" /!s !s its c$"t'!l o01$cti)$ t/$ t'!"s5issio" of 5$!"i"*6 T/$ p'oc$ss of co55u"ic!tio" is succ$ssful o"l+ &/$" t/$ '$c$i)$' u"d$'st!"ds !" id$! !s t/$ s$"d$' i"t$"d$d it6C%PTE& 1Communicating in Todays Workplace10AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s,56 E"codi"* is t/$ p'oc$ss of co")$'ti"* !" id$! i"to &o'ds o' *$stu'$s t/!t &ill co")$+ 5$!"i"*6A%S T DIF , REF p6 ,( O-. ,9( TYPE D$fTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT E"codi"* is t/$ p'oc$ss of co")$'ti"* !" id$! i"to &o'ds o' *$stu'$s t/!t &ill co")$+ 5$!"i"*6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s"1 U#IT 1Communication $oundations,B6 T/$ p'oc$ss of co55u"ic!tio" 0$*i"s &/$" t/$ '$c$i)$' /!s !" id$!6A%S F DIF ( REF p6 A O-. ,9( TYPE Co"TOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT T/$ p'oc$ss of co55u"ic!tio" 0$*i"s &/$" t/$ p$'so" &it/ &/o5 t/$ 5$ss!*$ o'i*i"!t$s;t/$ s$"d$';/!s !" id$!6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s,C6 T/$ '$c$i)$' of ! 5$ss!*$ /!s p'i5!'+ '$spo"si0ilit+ fo' t/$ co55u"ic!tio" t'!"s!ctio"8s succ$sso' f!ilu'$6A%S F DIF ( REF p6 A O-. ,9( TYPE Co"TOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT -$c!us$ t/$ s$"d$' i"iti!t$s ! co55u"ic!tio" t'!"s!ctio"? /$ o' s/$ /!s p'i5!'+ '$spo"si0ilit+ fo' its succ$ss o' f!ilu'$6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s,D6 D$'$2 '$spo"ds &it/ positi)$ &o'ds !0out /is coll$!*u$8s id$!? 0ut /is to"$ is s!'c!stic6 To"$ s$"ds ! "o")$'0!l 5$ss!*$ du'i"* t/$ co55u"ic!tio" p'oc$ss6A%S T DIF 5 REF p6 A O-. ,9( TYPE ApTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT M$ss!*$s c!''+ 0ot/ )$'0!l !"d "o")$'0!l 5$ss!*$s6 D$'$28s s!'c!stic to"$ c!''i$s ! "o")$'0!l 5$ss!*$6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s,A6 T/$ 0$st f$$d0!c2 to ! 5$ss!*$ is d$sc'ipti)$ '!t/$' t/!" $)!lu!ti)$6A%S T DIF ( REF p6 ,: O-. ,9( TYPE Co"TOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT T/$ 0$st f$$d0!c2 to ! 5$ss!*$ is d$sc'ipti)$ '!t/$' t/!" $)!lu!ti)$6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s=F6 You !"d +ou' 0oss co5$ f'o5 )$'+ diff$'$"t $duc!tio"!l !"d p'of$ssio"!l 0!c2*'ou"ds6 You !'$ 5ost li2$l+ to $4p$'i$"c$ co55u"ic!tio" 0!''i$'s du$ to diff$'i"* f'!5$s of '$f$'$"c$6A%S T DIF 5 REF p6 ,: O-. ,9: TYPE ApTOP O)$'co5i"* I"t$'p$'so"!l Co55u"ic!tio" -!''i$'s%OT A co55o" 0!''i$' to cl$!' co55u"ic!tio" is +ou' f'!5$ of '$f$'$"c$? &/ic/ is fo'5$d 0+ ! co50i"!tio" of +ou' $4p$'i$"c$s? $duc!tio"? cultu'$? $4p$ct!tio"s? p$'so"!lit+? !"d 5!"+ ot/$' $l$5$"ts6 -$c!us$ +ou' f'!5$ of '$f$'$"c$ is tot!ll+ diff$'$"t f'o5 $)$'+o"$ $ls$8s? +ou &ill "$)$' s$$ t/i"*s $4!ctl+ !s ot/$'s do6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"sAAC Ti$' ,;Di)$'sit+< Ti$' =;Socio$co"o5ic diff$'$"c$sC%PTE& 1Communicating in Todays Workplace"1=,6 C'$!ti"* !" $")i'o"5$"t fo' us$ful f$$d0!c2 is !" $ff$cti)$ &!+ to o)$'co5$ co55u"ic!tio" o0st!cl$s6A%S T DIF ( REF p6 ,5 O-. ,9: TYPE Co"TOP O)$'co5i"* I"t$'p$'so"!l Co55u"ic!tio" -!''i$'s%OT Pl!""i"* fo' f$$d0!c2 is !" $ff$cti)$ &!+ to o)$'co5$ co55u"ic!tio" 0!''i$'s6 As2i"* #u$stio"s suc/ !s GA'$ t/$'$ !"+ ot/$' poi"ts +ou &ould li2$ 5$ to co)$'>H is ! *ood &!+ to $"cou'!*$ f$$d0!c26AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s==6 I"t$'"!l co55u"ic!tio" i"clud$s s/!'i"* id$!s !"d 5$ss!*$s &it/ sup$'io's? co&o'2$'s? !"d su0o'di"!t$s6A%S T DIF , REF p6 ,5 O-. ,95 TYPE D$fTOP Co55u"ic!ti"* i" O'*!"iE!tio"s%OT I"t$'"!l co55u"ic!tio" i"clud$s s/!'i"* id$!s !"d 5$ss!*$s &it/ sup$'io's? co&o'2$'s? !"d su0o'di"!t$s6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s=(6 J$o'*$ is s$"di"* !" $95!il 5$ss!*$ to t/$ I"t$'"!l R$)$"u$ S$')ic$ to !s2 !0out ! sp$cific co'po'!t$ t!4 '$*ul!tio"6 T/is is !" $4!5pl$ of i"t$'"!l co55u"ic!tio"6A%S F DIF 5 REF p6 ,5 O-. ,95 TYPE ApTOP Co55u"ic!ti"* i" O'*!"iE!tio"s%OT -ommunication with customers, suppliers, the public, and the government are e#ample of e#ternal communication6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s=:6 T/$ t/'$$ p'i5!'+ 0usi"$ss co55u"ic!tio" fu"ctio"s !'$ to i"fo'5? to p$'su!d$? !"d to p'o5ot$ *ood&ill6A%S T DIF ( REF p6 ,C O-. ,95 TYPE Co"TOP Co55u"ic!ti"* i" O'*!"iE!tio"s%OT 5usiness communication functions fall into three primary categories, ;7< to inform, ;8< to persuade, and ;1< to promote goodwill6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s=56 Tod!+8s o'*!"iE!tio"s p'$f$' i"t$'!cti)$? f!st9'$sults co55u"ic!tio"? suc/ !s $95!il? i"st!"t 5$ss!*i"*? !"d c$ll p/o"$s6A%S T DIF ( REF p6 ,C O-. ,95 TYPE Co"TOP Co55u"ic!ti"* i" O'*!"iE!tio"s%OT Tod!+8s o'*!"iE!tio"s p'$f$' i"t$'!cti)$? f!st9'$sults co55u"ic!tio"? suc/ !s $95!il? i"st!"t 5$ss!*i"*? !"d c$ll p/o"$s6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;T$c/"olo*+< Ti$' =;Co55u"ic!tio" $)olutio""" U#IT 1Communication $oundations=B6 O"$ !d)!"t!*$ of o'!l co55u"ic!tio" o)$' &'itt$" co55u"ic!tio" is t/!t it 5i"i5iE$s 5isu"d$'st!"di"*s6A%S T DIF ( REF p6 ,C O-. ,95 TYPE Co"TOP Co55u"ic!ti"* i" O'*!"iE!tio"s%OT O'!l co55u"ic!tio" 5i"i5iE$s 5isu"d$'st!"di"*s 0$c!us$ co55u"ic!to's c!" i55$di!t$l+ !s2 #u$stio"s to cl!'if+ u"c$'t!i"ti$s6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s=C6 -$c!us$ of t/$ l!t$st t$c/"olo*+? f$&$' t/!" /!lf of !ll 0usi"$ss t'!"s!ctio"s 5!+ i")ol)$ &'itt$" 5$ss!*$s? 5!2i"* &'iti"* s2ills l$ss i5po't!"t t/!" i" t/$ p!st6A%S F DIF ( REF p6 ,D O-. ,95 TYPE Co"TOP Co55u"ic!ti"* i" O'*!"iE!tio"s%OT As 5uc/ !s AF p$'c$"t of !ll 0usi"$ss t'!"s!ctio"s 5!+ i")ol)$ &'itt$" 5$ss!*$s? 5!2i"* &'iti"* s2ills $)$" 5o'$ i5po't!"t t/!" i" t/$ p!st6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;T$c/"olo*+< Ti$' =;Co55u"ic!tio" $)olutio"=D6 I"fo'5!tio" flo&s t/'ou*/ fo'5!l co55u"ic!tio" c/!""$ls i" t/'$$ di'$ctio"s do&"&!'d? up&!'d? !"d spi'!l6A%S F DIF ( REF p6 ,A O-. ,9B TYPE Co"TOP I5p'o)i"* t/$ Flo& of Co55u"ic!tio" i" O'*!"iE!tio"s%OT I"fo'5!tio" !5o"* &o'2$'s flo&s t/'ou*/ fo'5!l c/!""$ls i" t/'$$ di'$ctio"s do&"&!'d? up&!'d? !"d /o'iEo"t!l6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s=A6 L$!""$? ! co5p!"+ sup$')iso'? f'$#u$"tl+ co55u"ic!t$s )i! $95!il &it/ ot/$' sup$')iso's &it/i"t/$ co5p!"+6 T/is is !" $4!5pl$ of ! /o'iEo"t!l flo& of co55u"ic!tio"6A%S T DIF 5 REF p6 =F O-. ,9B TYPE ApTOP I5p'o)i"* t/$ Flo& of Co55u"ic!tio" i" O'*!"iE!tio"s%OT L!t$'!l c/!""$ls t'!"s5it i"fo'5!tio" /o'iEo"t!ll+ !5o"* &o'2$'s !t t/$ s!5$ l$)$l? suc/ !s 0$t&$$" sup$')iso's6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;A"!l+sisAAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s(F6 M!"+ of tod!+8s co5p!"i$s /!)$ d$c'$!s$d t/$ "u50$' of op$'!ti"* u"its !"d 5!"!*$'s? t/$'$0+ s/o't$"i"* li"$s of co55u"ic!tio"6A%S T DIF ( REF p6 =F O-. ,9B TYPE Co"TOP I5p'o)i"* t/$ Flo& of Co55u"ic!tio" i" O'*!"iE!tio"s%OT -+ d$c'$!si"* t/$ "u50$' of op$'!ti"* u"its !"d 5!"!*$'s? 5!"+ co5p!"i$s /!)$ 0$$" !0l$ to s/o't$" t/$ li"$s of co55u"ic!tio"6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s(,6 Mo/!55$d? ! p!+'oll cl$'2? c!5$ up &it/ !" id$! fo' p'oc$ssi"* p!+'oll 5o'$ $ffici$"tl+ !"d p'$s$"t$d it to t/$ Hu5!" R$sou'c$s D$p!'t5$"t 5!"!*$'6 T/is is !" $4!5pl$ of ! do&"&!'d flo& of co55u"ic!tio"6C%PTE& 1Communicating in Todays Workplace"'A%S F DIF 5 REF pp6 ,D9,A O-. ,9B TYPE ApTOP I5p'o)i"* t/$ Flo& of Co55u"ic!tio" i" O'*!"iE!tio"s%OT I"fo'5!tio" flo&i"* up&!'d !llo&s $5plo+$$s to su**$st 5$t/ods to 5!"!*$5$"t fo' i5p'o)i"* $ffici$"c+6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s(=6 M!"!*$'s c!" i"flu$"c$ t/$ *'!p$)i"$ 0+ !cti"* p'o5ptl+ to co''$ct 5isi"fo'5!tio"6A%S T DIF ( REF p6 =, O-. ,9B TYPE Co"TOP I5p'o)i"* t/$ Flo& of Co55u"ic!tio" i" O'*!"iE!tio"s%OT 4ne way a manager can in&uence the grapevine is by acting promptly to correct misinformation.AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s((6 Do&"siEi"*? cost9cutti"* 5$!su'$s? !"d t/$ t'$5$"dous i"flu4 of t$5po'!'+ &o'2$'s i" t/$ cu''$"t &o'2pl!c$ !ll co"t'i0ut$ to t/$ '$duc$d f$$li"*s of t'ust $5plo+$$s f$$l to&!'d t/$i' $5plo+$'s6A%S T DIF ( REF p6 =, O-. ,9B TYPE Co"TOP I5p'o)i"* t/$ Flo& of Co55u"ic!tio" i" O'*!"iE!tio"s%OT Do&"siEi"*? cost9cutti"* 5$!su'$s? !"d t/$ t'$5$"dous i"flu4 of t$5po'!'+ &o'2$'s i" t/$ cu''$"t &o'2pl!c$ c!" !ll co"t'i0ut$ to '$duc$d f$$li"*s of t'ust $5plo+$$s 5!+ f$$l to&!'d t/$i' $5plo+$'s6 T/$s$ f!cto's /i"d$' $ff$cti)$ up&!'d co55u"ic!tio"6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"(:6 A co5p!"+8s 5!"!*$5$"t t$!5 /!s co5$ up &it/ ! st'!t$*ic pl!" !"d &ill s/!'$ it &it/ !ll $5plo+$$s6 T/is is !" $4!5pl$ of do&"&!'d co55u"ic!tio"6A%S T DIF 5 REF p6 ,A O-. ,9B TYPE ApTOP I5p'o)i"* t/$ Flo& of Co55u"ic!tio" i" O'*!"iE!tio"s%OT I"fo'5!tio" flo&i"* do&"&!'d 5o)$s f'o5 d$cisio" 5!2$'s? suc/ !s ! 5!"!*$5$"t t$!5? do&" to &o'2$'s6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s(56 7/$" 5!"!*$5$"t do$s "ot p'o)id$ suffici$"t i"fo'5!tio" to $5plo+$$s t/'ou*/ t/$ fo'5!l c/!""$ls of t/$ o'*!"iE!tio"? $5plo+$$s 5!+ o0t!i" 5ost of t/$i' co5p!"+ "$&s f'o5 t/$ *'!p$)i"$6A%S T DIF ( REF p6 =, O-. ,9B TYPE Co"TOP I5p'o)i"* t/$ Flo& of Co55u"ic!tio" i" O'*!"iE!tio"s%OT M!"!*$5$"t s/ould t'+ to p'o)id$ suffici$"t i"fo'5!tio" to $5plo+$$s t/'ou*/ t/$ fo'5!l c/!""$ls of t/$ o'*!"iE!tio" so t/!t $5plo+$$s do"8t "$$d to '$l+ o" t/$ *'!p$)i"$ fo' i"fo'5!tio"6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s(B6 Et/ics c!" 0$ d$fi"$d !s doi"* t/$ 'i*/t t/i"*? *i)$" t/$ ci'cu5st!"c$s6A%S T DIF , REF p6 =( O-. ,9C TYPE D$fTOP E4!5i"i"* -usi"$ss Co55u"ic!tio" Et/ics"+ U#IT 1Communication $oundations%OT Et/ics is oft$" d$fi"$d !s doi"* t/$ 'i*/t t/i"* i" ! *i)$" situ!tio"6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Et/ics< Ti$' =;Et/ics !"d 5o'!ls(C6 Most p$opl$ fi"d it $!s+ to 0$ $t/ic!l 0$c!us$ solid 'ul$s of $t/ic!l 0$/!)io' $4ist to *uid$ us6A%S F DIF ( REF p6 =( O-. ,9C TYPE Co"TOP E4!5i"i"* -usi"$ss Co55u"ic!tio" Et/ics%OT -$i"* $t/ic!l is "ot !l&!+s !" $!s+ t!s2 0$c!us$ "o solid 'ul$s of $t/ic!l 0$/!)io' $4ist to*uid$ us6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Et/ics< Ti$' =;Et/ics !"d 5o'!ls(D6 F!cts !"d opi"io"s !'$ oft$" t/$ s!5$6A%S F DIF , REF p6 =( O-. ,9C TYPE D$fTOP E4!5i"i"* -usi"$ss Co55u"ic!tio" Et/ics%OT F!cts !'$ )$'ifi!0l$< /o&$)$'? opi"io"s !'$ 0$li$fs t/!t c!""ot 0$ su0st!"ti!t$d6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;A"!l+tic< Ti$' =;T'ut/ful"$ss(A6 So5$ st!t$s /!)$ p!ss$d MPl!i" E"*lis/M l!&s t/!t '$#ui'$ 0usi"$ss$s to &'it$ polici$s? &!''!"ti$s? !"d co"t'!cts i" l!"*u!*$ co5p'$/$"si0l$ to !)$'!*$ '$!d$'s6A%S T DIF ( REF p6 =: O-. ,9C TYPE Co"TOP E4!5i"i"* -usi"$ss Co55u"ic!tio" Et/ics%OT So5$ st!t$s /!)$ $)$" p!ss$d MPl!i" E"*lis/M l!&s t/!t '$#ui'$ 0usi"$ss$s to &'it$ polici$s? &!''!"ti$s? !"d co"t'!cts i" l!"*u!*$ co5p'$/$"si0l$ to !)$'!*$ '$!d$'s6 Pl!i" E"*lis/ 5$!"s s/o't s$"t$"c$s? si5pl$ &o'ds? !"d cl$!' o'*!"iE!tio"6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Et/ics< Ti$' =;Applic!tio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;St!"d!'d E"*lis/:F6 7/$" +ou 0$li$)$ +ou' co5p!"+ is doi"* so5$t/i"* &'o"*? +ou s/ould i55$di!t$l+ 0lo& t/$ &/istl$ to 5!2$ su'$ t/!t t/$ &'o"*doi"* do$s"8t co"ti"u$6A%S F DIF 5 REF p6 =5 O-. ,9C TYPE ApTOP E4!5i"i"* -usi"$ss Co55u"ic!tio" Et/ics%OT -$fo'$ 0lo&i"* t/$ &/istl$? 5!2$ su'$ +ou' f!cts !'$ st'!i*/t !"d t/$" t'+ to co''$ct t/$ 5!tt$' i"sid$ t/$ co5p!"+6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Et/ics< Ti$' =;P$'so"!l? co'po'!t$? l$*!l? $t/ic!l '$spo"si0iliti$sC%PTE& 1Communicating in Todays Workplace",C!MPLETI!#,6 IIIIIIIIIIIIIIIIIIIIII is t/$ t'!"s5issio" of i"fo'5!tio" !"d 5$!"i"* f'o5 o"$ i"di)idu!l to !"ot/$'6A%S Co55u"ic!tio"DIF , REF p6 A O-. ,9( TYPE D$fTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT Co55u"ic!tio" is t/$ t'!"s5issio" of i"fo'5!tio" !"d 5$!"i"* f'o5 o"$ i"di)idu!l to !"ot/$'6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s=6 T/$ p$'so" &it/ &/o5 t/$ 5$ss!*$ o'i*i"!t$s is 2"o&" !s t/$ IIIIIIIIIIIIIIIIIIII6A%S s$"d$'DIF ( REF p6 A O-. ,9( TYPE Co"TOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT Co55u"ic!tio" /!s !s its c$"t'!l o01$cti)$ t/$ t'!"s5issio" of 5$!"i"*6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s(6 T/$ p'oc$ss of co")$'ti"* !" id$! i"to &o'ds o' *$stu'$s t/!t &ill co")$+ 5$!"i"* is c!ll$d IIIIIIIIIIIIIIIIIIII6A%S $"codi"*DIF , REF p6 ,C O-. ,9( TYPE D$fTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT E"codi"* is t/$ p'oc$ss of co")$'ti"* !" id$! i"to &o'ds o' *$stu'$s t/!t &ill co")$+ 5$!"i"*6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s:6 T/$ 5$diu5 o)$' &/ic/ ! 5$ss!*$ is p/+sic!ll+ t'!"s5itt$d? suc/ !s $95!il? c$ll p/o"$? o' spo2$" &o'd? is c!ll$d t/$ IIIIIIIIIIIIIIIIIIII6A%S c/!""$lDIF , REF p6 ,( O-. ,9( TYPE D$fTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT T/$ 5$diu5 o)$' &/ic/ t/$ 5$ss!*$ is p/+sic!ll+ t'!"s5itt$d is t/$ c/!""$l6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s56 A"+t/i"* t/!t i"t$''upts t/$ t'!"s5issio" of ! 5$ss!*$ i" t/$ co55u"ic!tio" p'oc$ss is c!ll$d IIIIIIIIIIIIIIIIIIII6A%S "ois$DIF , REF p6 ,( O-. ,9( TYPE D$fTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT A"+t/i"* t/!t i"t$''upts t/$ t'!"s5issio" of ! 5$ss!*$ i" t/$ co55u"ic!tio" p'oc$ss is c!ll$d "ois$6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s"- U#IT 1Communication $oundationsB6 T/$ i"di)idu!l i" t/$ co55u"ic!tio" p'oc$ss fo' &/o5 t/$ 5$ss!*$ is i"t$"d$d is t/$ IIIIIIIIIIIIIIIIII6A%S '$c$i)$'DIF , REF p6 ,( O-. ,9( TYPE D$fTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT T/$ '$c$i)$' is t/$ i"di)idu!l fo' &/o5 t/$ 5$ss!*$ is i"t$"d$d6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"sC6 T'!"sl!ti"* ! 5$ss!*$ f'o5 its s+50ol fo'5 i"to 5$!"i"* i")ol)$s IIIIIIIIIIIIIIIIIIII6A%S d$codi"*DIF , REF p6 ,( O-. ,9( TYPE D$fTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT D$codi"* is t/$ p'oc$ss of t'!"sl!ti"* ! 5$ss!*$ f'o5 its s+50ol fo'5 i"to 5$!"i"*6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"sD6 T/$ )$'0!l !"d "o")$'0!l '$spo"s$s of t/$ '$c$i)$' c'$!t$ IIIIIIIIIII? &/ic/ /$lps t/$ s$"d$' 2"o& t/!t t/$ 5$ss!*$ &!s '$c$i)$d !"d u"d$'stood6A%S f$$d0!c2DIF , REF p6 ,( O-. ,9( TYPE D$fTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"%OT F$$d0!c2? &/ic/ c!" 0$ 0ot/ )$'0!l !"d "o")$'0!l? /$lps t/$ s$"d$' 2"o& t/!t t/$ 5$ss!*$ &!s '$c$i)$d !"d u"d$'stood6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"sA6 IIIIIIIIIIIIII occu's &/$" p$opl$ i"t$'p'$t t/$ 5$!"i"*s of &o'ds diff$'$"tl+6A%S -+p!ssi"*DIF , REF p6 ,: O-. ,9: TYPE D$fTOP O)$'co5i"* I"t$'p$'so"!l Co55u"ic!tio" -!''i$'s%OT -+p!ssi"* /!pp$"s &/$" p$opl$ !ppl+ diff$'$"t 5$!"i"*s to &o'ds6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s,F6 A" i"di)idu!l8s f'!5$ of IIIIIIIIIIIIIIIIIIII is fo'5$d 0+ ! co50i"!tio" of $4p$'i$"c$s? $duc!tio"? cultu'$? $4p$ct!tio"s? p$'so"!lit+? !"d 5!"+ ot/$' $l$5$"ts6A%S '$f$'$"c$DIF , REF p6 ,: O-. ,9: TYPE D$fTOP O)$'co5i"* I"t$'p$'so"!l Co55u"ic!tio" -!''i$'s%OT A" i"di)idu!l8s u"i#u$ f'!5$ of '$f$'$"c$ is fo'5$d 0+ ! co50i"!tio" of /is o' /$' $4p$'i$"c$s? $duc!tio"? cultu'$? $4p$ct!tio"s? p$'so"!lit+? !"d 5!"+ ot/$' $l$5$"ts6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"sAAC Ti$' ,;Di)$'sit+< Ti$' =;Cultu'!l i5p$'!ti)$sC%PTE& 1Communicating in Todays Workplace".,,6 T/$ t/'$$ p'i5!'+ fu"ctio"s of 0usi"$ss co55u"ic!tio" !'$ to i"fo'5? to p$'su!d$? !"d to p'o5ot$ IIIIIIIIIIIIIIII6A%S *ood&illDIF ( REF p6 ,C O-. ,95 TYPE Co"TOP Co55u"ic!ti"* i" O'*!"iE!tio"s%OT T/$ t/'$$ p'i5!'+ fu"ctio"s of 0usi"$ss co55u"ic!tio" !'$ to i"fo'5? to p$'su!d$? !"d to p'o5ot$ *ood&ill6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s,=6 A(") IIIIIIIIIIIIIII is !" i"t$'"!l co5p!"+ )$'sio" of t/$ I"t$'"$t6A%S i"t'!"$tDIF , REF p6 ,C O-. ,95 TYPE D$fTOP Co55u"ic!ti"* i" O'*!"iE!tio"s%OT I"t'!"$ts !'$ i"t$'"!l co5p!"+ )$'sio"s of t/$ I"t$'"$t6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;T$c/"olo*+< Ti$' =;Co55u"ic!tio" $)olutio",(6 Offici!l i"fo'5!tio" !5o"* &o'2$'s t+pic!ll+ flo&s t/'ou*/ fo'5!l c/!""$ls i" t/'$$ di'$ctio"s do&"&!'d? up&!'d? !"d IIIIIIIIIIIIIIII6A%S /o'iEo"t!ll+DIF , REF p6 =, O-. ,9B TYPE D$fTOP I5p'o)i"* t/$ Flo& of I"fo'5!tio" i" O'*!"iE!tio"s%OT Offici!l i"fo'5!tio" !5o"* &o'2$'s t+pic!ll+ flo&s t/'ou*/ fo'5!l c/!""$ls i" t/'$$ di'$ctio"s do&"&!'d? up&!'d? !"d /o'iEo"t!ll+6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s,:6 .o0 pl!"s? polici$s? i"st'uctio"s? f$$d0!c2? !"d p'oc$du'$s flo& IIIIIIIIIII f'o5 5!"!*$'s to $5plo+$$s6A%S do&"&!'dDIF , REF p6 ,A O-. ,9B TYPE D$fTOP I5p'o)i"* t/$ Flo& of I"fo'5!tio" i" O'*!"iE!tio"s%OT .o0 pl!"s? polici$s? i"st'uctio"s? f$$d0!c2? !"d p'oc$du'$s flo& do&"&!'d f'o5 5!"!*$'s to $5plo+$$s6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s,56 F$$d0!c2 f'o5 $5plo+$$s to 5!"!*$5$"t fo'5s t/$ IIIIIIIIIII flo& of co55u"ic!tio" i" 5ost o'*!"iE!tio"s6A%S up&!'dDIF , REF p6 =F O-. ,9B TYPE D$fTOP I5p'o)i"* t/$ Flo& of I"fo'5!tio" i" O'*!"iE!tio"s%OT F$$d0!c2 f'o5 $5plo+$$s to 5!"!*$5$"t fo'5s t/$ up&!'d flo& of co55u"ic!tio" i" 5ost o'*!"iE!tio"s6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s"/ U#IT 1Communication $oundations,B6 7o'2$'s !t t/$ s!5$ l$)$l coo'di"!t$ t!s2s? s/!'$ i"fo'5!tio"? sol)$ p'o0l$5s? !"d '$sol)$ co"flicts t/'ou*/ IIIIIIIIIIII co55u"ic!tio"6A%S /o'iEo"t!lDIF , REF p6 =, O-. ,9B TYPE D$fTOP I5p'o)i"* t/$ Flo& of I"fo'5!tio" i" O'*!"iE!tio"s%OT 7o'2$'s !t t/$ s!5$ l$)$l coo'di"!t$ t!s2s? s/!'$ i"fo'5!tio"? sol)$ p'o0l$5s? !"d '$sol)$ co"flicts t/'ou*/ /o'iEo"t!l co55u"ic!tio"6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s,C6 Oft$" i"fo'5!tio" i" !" o'*!"iE!tio" t'!)$ls !lo"* i"fo'5!l c/!""$ls c!ll$d t/$ IIIIIIIIIIIIIIIIIIII? &/ic/ is st'uctu'$d !'ou"d soci!l '!t/$' t/!" fo'5!l '$l!tio"s/ips i" !" o'*!"iE!tio"6A%S *'!p$)i"$DIF , REF p6 =, O-. ,9B TYPE D$fTOP I5p'o)i"* t/$ Flo& of I"fo'5!tio" i" O'*!"iE!tio"s%OT T/$ *'!p$)i"$ is !" i"fo'5!l c/!""$l of co55u"ic!tio" t/!t c!''i$s o'*!"iE!tio"!ll+ '$l$)!"t *ossip !"d is st'uctu'$d !'ou"d soci!l '$l!tio"s/ips6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s,D6 IIIIIIIIIIIIII i")ol)$s t/!t 0$/!)io' &/ic/ is t/$ 'i*/t t/i"* to do? *i)$" t/$ ci'cu5st!"c$s6A%S Et/icsDIF , REF p6 =( O-. ,9C TYPE D$fTOP E4!5i"i"* -usi"$ss Co55u"ic!tio"s Et/ics%OT Et/ics c!" 0$ d$fi"$d !s t/!t 0$/!)io' &/ic/ is t/$ 'i*/t t/i"* to do? *i)$" t/$ ci'cu5st!"c$s6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;Et/ics< Ti$' =;Et/ics !"d 5o'!ls,A6 IIIIIIIIIII !'$ )$'ifi!0l$ !"d oft$" !'$ #u!"tifi!0l$< opi"io"s !'$ 0$li$fs /$ld &it/ co"fid$"c$ 0ut &it/out su0st!"ti!tio"6A%S F!ctsDIF , REF p6 =( O-. ,9C TYPE D$fTOP E4!5i"i"* -usi"$ss Co55u"ic!tio"s Et/ics%OT F!cts !'$ )$'ifi!0l$ !"d oft$" !'$ #u!"tifi!0l$< opi"io"s !'$ 0$li$fs /$ld &it/ co"fid$"c$ 0ut &it/out su0st!"ti!tio"6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;Co"clusio"AAC Ti$' ,;A"!l+tic< Ti$' =;T'ut/ful"$ss=F6 IIIIIIIIIIIIII is t/$ '$po'ti"*? 0+ $5plo+$$s o' $49$5plo+$$s? of &'o"*doi"* suc/ !s f'!ud? 5!lp'!ctic$? 5is5!"!*$5$"t? 0'$!c/ of /$!lt/ !"d s!f$l+ l!&? o' !"+ ot/$' ill$*!l o' u"$t/ic!l !ct? $it/$' o" t/$ p!'t of 5!"!*$5$"t o' 0+ f$llo& $5plo+$$s6A%S 7/istl$0lo&i"*DIF , REF p6 =5 O-. ,9C TYPE D$fTOP E4!5i"i"* -usi"$ss Co55u"ic!tio"s Et/ics%OT 7/istl$0lo&i"* is t/$ '$po'ti"*? 0+ $5plo+$$s o' $49$5plo+$$s? of &'o"*doi"* suc/ !s f'!ud? 5!lp'!ctic$? 5is5!"!*$5$"t? 0'$!c/ of /$!lt/ !"d s!f$l+ l!&? o' !"+ ot/$' ill$*!l o' C%PTE& 1Communicating in Todays Workplace"0u"$t/ic!l !ct? $it/$' o" t/$ p!'t of 5!"!*$5$"t o' 0+ f$llo& $5plo+$$s6AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =99Co"clusio"AAC Ti$' ,;Et/ics< Ti$' =;P$'so"!l? co'po'!t$? l$*!l? $t/ic!l '$spo"si0iliti$s6E33%4,6 D$sc'i0$ fi)$ c/!"*$s occu''i"* i" t/$ A5$'ic!" &o'2pl!c$ !"d discuss /o& co55u"ic!tio" s2ills !'$ '$l!t$d to t/os$ c/!"*$s6A%S Stud$"ts &ill s$l$ct fi)$ of t/$ follo&i"* !"d !"s&$'s &ill )!'+6,) Jlo0!l co5p$titio" Succ$ssful co55u"ic!tio" i" *lo0!l 5!'2$ts '$#ui'$s d$)$lopi"* "$& s2ills !"d !ttitud$s6 T/$s$ i"clud$ cultu'!l 2"o&l$d*$ !"d s$"siti)it+? fl$4i0ilit+? !"d p!ti$"c$6=) Fl!tt$"$d 5!"!*$5$"t /i$'!'c/i$s Tod!+8s fl!tt$' o'*!"iE!tio"s '$#ui'$ t/!t $5plo+$$s !t !ll l$)$ls poss$ss st'o"* &'itt$" !"d o'!l co55u"ic!tio" s2ills 0$c!us$ t/$i' i"put !"d co55it5$"t !'$ "$c$ss!'+ fo' t/$i' o'*!"iE!tio"s to 0$ succ$ssful6() T$!590!s$d 5!"!*$5$"t 7/$" co5p!"i$s fo'5 c'oss9fu"ctio"!l t$!5s? i"di)idu!ls 5ust &o'2 to*$t/$' !"d s/!'$ i"fo'5!tio"6 T/$s$ $5plo+$$s 5ust d$)$lop st'o"* i"t$'p$'so"!l? "$*oti!tio"? !"d coll!0o'!tio" t$c/"i#u$s6:) I""o)!ti)$ co55u"ic!tio" t$c/"olo*i$s To us$ "$& co55u"ic!tio" t$c/"olo*i$s? i"cludi"* $95!il? i"st!"t 5$ss!*i"*? t$4t 5$ss!*i"*? PDAs? f!4? )oic$ 5!il? &i'$l$ss "$t&o'2i"*? c$ll p/o"$s? po&$'ful l!ptop co5put$'s? s!t$llit$ co55u"ic!tio"s? t$l$co"f$'$"ci"*? )id$oco"f$'$"ci"*? &$0lo*s? &i2is? !"d p$$'9to9p$$' tools? $ff$cti)$l+? 0usi"$ss co55u"ic!to's 5ust 2"o& /o& to s$l$ct t/$ 0$st co55u"ic!tio" c/!""$l? /o& to us$ $!c/ c/!""$l !"d 5$diu5 5ost $ff$cti)$l+? !"d /o& to us$ o"li"$ s$!'c/ tools $ffici$"tl+65) %$& &o'2 $")i'o"5$"ts Working in open o:ces, having &e#ible working arrangements, telecommuting, and being a member of virtual teams all re$uire the need for even stronger communication skills. Staying connected involves sending messages, most of which are written, meaning that ones writing skills are constantly on display.B) Di)$'s$ &o'2fo'c$ -usi"$ss co55u"ic!to's 5ust 0$ !0l$ to interact with many coworkers who di)er from them in race, ethnicity, gender, age, and many other ways.C) E5$'*$"c$ of ! 2"o&l$d*$90!s$d $co"o5+ @nowledge workers must be able to think critically and to generate, process, and e#change information.DIF 5 REF pp6 C9A O-. ,9, TYPE ApTOP F!cto's Aff$cti"* You i" Tod!+8s 7o'2pl!c$AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;T/$o'+ !pplic!tio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s=6 D$sc'i0$ t/$ co55u"ic!tio" p'oc$ss !"d /o& "ois$ !ff$cts it6A%S Stud$"t !"s&$'s &ill )!'+6T/$ co55u"ic!tio" p'oc$ss /!s t/$ follo&i"* st$ps,) T/$ s$"d$' /!s !" id$!? &/ic/ c!" 0$ i"flu$"c$d 0+ suc/ t/i"*s !s 5ood, frame of reference, background, culture, physical makeup, and the conte#t of the situation6=) T/$ s$"d$' $"cod$s t/$ 5$ss!*$? &/ic/ 5$!"s co")$'ti"* t/$ id$! i"to &o'ds o' *$stu'$s t/!t &ill co")$+ 5$!"i"*6 -+p!ssi"* occu's &/$" 5isu"d$'st!"di"*s '$sult f'o5 5iss$d 5$!"i"*s6() The message travels over a communication channel. "#amples include '1 U#IT 1Communication $oundationscomputers, telephones, cell phones, letters, memorandums, reports, announcements, pictures, spoken words, fa#es, and Web pages6 (nything that interrupts the transmission of a message in the communication process is called noise. -hannel noise ranges from static that disrupts a telephone conversation to typographical and spelling errors in a letter or e'mail message. -hannel noise might even include the annoyance a receiver feels when the sender chooses an improper medium for sending a message.:) T/$ '$c$i)$' d$cod$s t/$ 5$ss!*$6 4nly when the receiver understands the meaning intended by the sender does communication take place6 .ecoding can be disrupted internally by the receiver=s lack of attention to or bias against the sender. /t can be disrupted e#ternally by loud sounds or illegible words. .ecoding can also be sidetracked by semantic obstacles, such as misunderstood words or emotional reactions to certain terms.5) F$$d0!c2 t'!)$ls to t/$ s$"d$'6 0eedback helps the sender know that the message was received and understood.DIF 5 REF pp6 A9,: O-. ,9( TYPE ApTOP U"d$'st!"di"* t/$ P'oc$ss of Co55u"ic!tio"AAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;T/$o'+ !pplic!tio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s(6 D$sc'i0$ t/$ fou' si*"ific!"t i"t$'p$'so"!l 0!''i$'s to co55u"ic!tio"6 E4pl!i" /o& t/$s$ 0!''i$'s to co55u"ic!tio" c!" 0$ o)$'co5$6A%S Stud$"t !"s&$'s &ill )!'+6T/$ fou' i"t$'p$'so"!l 0!''i$'s to co55u"ic!tio" !'$ !s follo&s7< 5ypassing, 5ypassing occurs when people miss each other with their meanings. This happens because people sometimes attach di)erent meanings to words. 5ypassing can lead to major miscommunication because people assume that meanings are contained in words. (ctually, meanings arein people.8< .i)ering frames of reference, "veryone has a uni$ue frame of reference that is formed by his or her e#periences, education, culture, e#pectations, personality, and many other elements. (s a result, everyone brings his or herown biases and e#pectations to any communication situation.1< >ack of language skill, "ach individual needs an ade$uate vocabulary, a command of basic punctuation and grammar, and skill in written and oral e#pression. ?oreover, poor listening skills can prevent us from hearing oral messages clearly and thus responding properly.@< .istractions, "motional interference and physical distractions can be barriers to communication. To reduce the in&uence of emotions on communication, both senders and receivers should focus on the content of the message and try to remain objective. hysical distractions such as faulty acoustics, noisy surroundings, or a poor cell phone connection can disrupt oral communication. Similarly, sloppy appearance, poor printing, careless formatting, and typographical or spelling errors can disrupt written messages.T/$s$ 0!''i$'s c!" 0$ o)$'co5$ i" t/$ follo&i"* &!+s,) R$co*"iE$ t/!t t/$ $"ti'$ co55u"ic!tio" p'oc$ss is susc$pti0l$ to 0'$!2do&"6 A"ticip!t$ p'o0l$5s i" $"codi"*? t'!"s5itti"*? !"d d$codi"* ! 5$ss!*$6=) Focus o" t/$ '$c$i)$'8s $")i'o"5$"t !"d f'!5$ of '$f$'$"c$6() A''!"*$ id$!s lo*ic!ll+ !"d us$ &o'ds p'$cis$l+6C%PTE& 1Communicating in Todays Workplace'1:) Nu$stio" +ou' o&" p'$co"c$ptio"s< co"ti"u!ll+ $4!5i"$ +ou' p$'so"!l !ssu5ptio"s? 0i!s$s? !"d p'$1udic$s65) C'$!t$ !" $")i'o"5$"t fo' us$ful f$$d0!c26DIF 5 REF pp6 ,:9,5 O-. ,9: TYPE ApTOP O)$'co5i"* I"t$'p$'so"!l Co55u"ic!tio" -!''i$'sAAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;T/$o'+ !pplic!tio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s'" U#IT 1Communication $oundations:6 Co5p!'$ !"d co"t'!st t/$ i"t$'"!l !"d $4t$'"!l fu"ctio"s of co55u"ic!tio" &it/i" o'*!"iE!tio"s6A%S Stud$"t !"s&$'s &ill )!'+6/nternal communication includes sharing ideas and messages with superiors, coworkers, and subordinates6 Some of the functions of internal communication are to issue and clarify procedures and policies, inform management of progress, develop new products and services, persuade employees or management to make changes or improvements, coordinate activities, and evaluate and reward employees."#ternal communication takes place with customers, suppliers, government, and the public. "#amples of e#ternal functions are to answer in$uiries about products or services, persuade customers to buy products or services, clarify supplier speci%cations, issue credit, collect bills, respond to government agencies, and promote a positive image of the organi*ation.DIF 5 REF p6 ,5 O-. ,95 TYPE ApTOP Co55u"ic!ti"* i" O'*!"iE!tio"sAAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;T/$o'+ !pplic!tio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s56 Co5p!'$ !"d co"t'!st fo'5!l !"d i"fo'5!l c/!""$ls of o'*!"iE!tio"!l co55u"ic!tio"6A%S Stud$"t !"s&$'s &ill )!'+6/nformation &ows formally in organi*ations in three ways,7< .ownward &ow, /nformation &owing downward generally moves from decision makers, including the -"4 and managers, through the chain of command to workers. This information includes job plans, policies, procedures, and feedback about employee performance.8< Upward &ow, /nformation &owing upward provides feedback from nonmanagement employees to management. This information includes such things a progress reports and suggestions.1< Aori*ontal &ow, >ateral channels transmit information hori*ontally among workers at the same level. These channels enable individuals to coordinate tasks, share information, solve problems, and resolve con&icts./nformation also &ows informally in organi*ations, most commonly through the grapevine, an informal channel of communication that functions through social relationships and carries organi*ationally relevant gossip. The grapevine can also be used by managers as an e#cellent source of information about employee morale and problems.DIF 5 REF pp6 ,D9=, O-. ,9B TYPE ApTOP I5p'o)i"* t/$ Flo& of I"fo'5!tio" i" O'*!"iE!tio"sAAC Ti$' ,;R$fl$cti)$ T/i"2i"*< Ti$' =;T/$o'+ !pplic!tio"AAC Ti$' ,;Co55u"ic!tio"< Ti$' =;P!tt$'"s