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Timed test 70 minutes

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50 questions- T or F & multiple choice

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Due by Friday, 26 July

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Study Guide Unit One

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Chapter one

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Things to be aware of in the New World of Work

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Global Competition

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Flattened Management Hierarchies

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Team Based management

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Innovative Communicative technology

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New Work Environment

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Diverse Work Force

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Knowledge Workers

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Communication Process

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Sender has idea

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Idea encoded

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Message travels over channel

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Receiver decodes message

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Feedback to sender

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Additional feedback

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Bypassing

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Frames of Reference

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Lack of language skill

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Distractions

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Internal and external functions

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Downward flow of communication

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Ethics traps

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False necessity

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Doctrine of relative filth

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Rationalization trap

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Self deception

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Ends justify the means

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Chapter two

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Groups and teams-why

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Team development, roles and conflict

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Four phases

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Group roles

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Group tasks

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Group relationship

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Dysfunctional group

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Common conflict patterns

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Groupthink

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Characteristics of successful teams

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Successful meetings

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Collaboration

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Listening types

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Superiors

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Colleagues

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Customers

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Listening Process

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Perception

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Interpretation

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Evaluation

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Action

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Keys to listening skills

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Non verbal messages

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Eye contact

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Facial expression

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Posture

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Time

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Space

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Territory

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Appearances

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Documents

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People

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Chapter three

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Intercultural communications

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Globalization

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Technology

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Intercultural workforce

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Cultural characteristics

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Context….high, low

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Intercultural Ethnocentrism

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Improving intercultural communication

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Oral messages

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Written messages

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Intercultural ethics

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Workforce diversity

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Study Guide Unit 2

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Chapter 4

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Business writing Basics

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3 x 3 writing process phase one

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Scheduling the process- worrying and planning, writing, revising, proofreading

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Recursive nature

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Online collaboration tools

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Three typical audiences

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The “you” view

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Bias free language

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Levels of diction

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Ethical responsibilities (five areas)

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Chapter 5

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Formal versus informal research methods

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Stage two of the 3 x 3 process

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Types of outlines

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Direct versus indirect patterns of communicating

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How long should sentences be?

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What is the comprehension rate?

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Dangling versus misplaces modifiers

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Three types of paragraphs

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Chapter 6

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Third state of the 3 x 3 process

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Kiss formula

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Fillers

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Lead-ins

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Redundancies

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Compound prepositions

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Trite phrases

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Enduring rapid comprehension, numbered or bulleted lists, headings, graphic techniques

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Gunning fog index

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Flesch-Kincaid readability index

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Proofreading-spelling, grammar, punctuation and names and numbers

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Proofreading marks

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Study Guide Unit 3

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chapter 7

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Function of email

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Well Written memos and emails achieve to main benefits

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Phase 1 3×3

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Four parts to email and memo

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Guide words

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Why use email safely

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Personal use of emails

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Typical messages: Request, response, procedural, confirmation

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Chapter 8

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What turns readers on

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Why are business letters necessary

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Structure of a business letter

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Characteristics of good business letters

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Direct request letters

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Direct claim letters

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Direct replies

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Adjustment

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Goodwill messages

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International messages, informal versus formal correspondence

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Chapter 9

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Bad news strategies (goals)

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Three causes of legal problems

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Techniques for delivering

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Refusing typical requests

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Bad news to customers

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Bad news in organizations

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Bad news in other cultures

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Chapter 10

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Persuasion

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Persuasion techniques

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Four major elements in successful persuasive message

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How persuasive messages flow in organizations

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Persuasive complaint letters

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Sales and marketing letters

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Persuasion in low and high context cultures

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