《商务沟通》复习资料.docx

CHAP21. Define communicationCommunication is the transmission of information and meaning from one individual or group to another.2. Differentiate the 3 Models of communication1) Linear model of communication2) Interactive Models3) Transactional Models3. Identify the elements of communication1) Sender (communicator)receivers(audience) 2) messages 3) channels4) noise5) feedback6) cultural context 4. Identify the different types of communication1) Intrapersonal communication2) Interpersonal communication3) Group Communication4) organizational communication5) Intercultural communication6) Public communication7) Mass communicationCHAP31. Overview theories of organizational communication2. Define formal and informal communication networks.Direction of formal Communication FlowDownward下行沟通 - flows from a manager to subordinates1) company magazines2) company manuals3) annual reports to employees4) notice or bulletin boardsUpward上行沟通 - flows from subordinates to managers1) report2) Suggestions box3) meetings4) interviews5) informal social gatheringsHorizontal - the lateral exchange of messages between people of roughly equal authorityInformal communication networks involve messages that flow in all directions and through all levels of authority3. Explain internal and external communication1) Advertising2) Public relations3) Sales calls4) Press releases5) Speeches, and interaction with other organizationsCHAP41. Explain self-concept and perceptions.Self concept is how you think and feel about yourself. How is Your Self-concept formed?1) Reflected Appraisals反映评价2) Social comparison社会比较3) Self perception自我感受Perception is how you look at others and the world around you. 2. Explain how selecting, organizing, and interpretation occur during perception.3. Introduce communicators strategies. 1) Increasing your credibility2) Make your objectives clear3) Choose your communication style CHAP51. Describe the relationship between words and meaning.1) Words are symbols. 2) Words are arbitrary.3) Words are context Bound.4) Words are culturally bound.5) Words communicate denotative and connotative meaning6) Words can be developed and invented2. Understand how words influence us and our culture3. Identify word barriers and know how to manage them.1) accent2) Bypassing3) Malapropism 4) Allness5) Indexing6) Polarization7) sexist language8) ethnic or racially biased languageCHAP81. Define and identify nonverbal communicationTransmission of messages by a medium other than speech or writing.2. Describe each of the categories of Nonverbal communication1) Kinesics (Gesture and Movement) 2) Physical Appearance3) Face and Eye Behavior4) Paralanguage (Vocal qualities)5) Proxemics (personal space)6) Haptics (Touch)CHAP91. Offer a clear definition of culture The knowledge, beliefs, values, customs, behaviors, and moral attitudes of the society in which we mature.2. Explain six dimensions of cultural differences1) Power Distance (High Low)2) Uncertainty Avoidance (High Low)3) Collectivism Individualism4) Masculinity Femininity5) Context (High Low)6) Polychronic Monochronic time3. Explain the ways you have to improve intercultural communication1