[B A 324] - Final Exam Guide - Comprehensive Notes fot the exam (29 pages long!)

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UT-Austin
B A 324
FINAL EXAM
STUDY GUIDE
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CHAPTER ONE: EFFECTIVE AND ETHICAL COMMUNICATION AT WORK
1. Importance of communication skills in relation to career success and explain the need for
critical thinking and taking charge of your career
a. Communication skills: reading, listening, nonverbal, verbal, writing
b. Writing skills are most difficult but most important because messages travel
quicker and more often nowadays
c. Communication skills must be learned, are not born with- but you do control
how effectively you communicate
d. Knowledge worker: deals with words, figures data; their most important
foundation is communication skills
e. Thinking critically- having opinions that are backed by reasons/evidence
2. Sigificat treds i today’s dyaic workplace ad how these treds icrease the eed
for good communication skills
a. Treds affectig today’s workplace:
i. Global competition
ii. Flattened management hierarchies- shorter lines of communication and
quicker decisions
iii. Expanded team-based management- empower employees and boost
their involvement in decision making; cross functional teams
iv. Innovative communication technology- wikis, blogs
v. Diversity
vi. aytie, aywhere offices – flexible working arrangements
vii. Emphasis on ethics to regain public trust
3. The process of communication and understand how to use it effectively
a. Process of communication:
i. Sender has an idea (shaped by how you feel/assumptions)
ii. Sender encodes idea in message
1. Encoding: converting idea into words/gestures to convey meaning
2. Bypassing: when misunderstandings result from missed meanings
iii. Message travels over channel
1. Channel: medium the message is transmitted over (phone, email)
iv. Receiver decodes message
1. Decoding: translating the message from its symbol form
v. Feedback travels to sender
4. Barriers to communication and strategies to overcome them
a. Obstacles that create misunderstanding:
i. Bypassig: whe people isuderstad each other’s eaigs
eaigs are i people
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ii. Frame of reference: everything you see/feel, formed by experiences
iii. Weak language skill and poor listening skills
iv. Distractions- emotional, physical, digital
b. Overcoming obstacles:
i. Recognize the fact that the communication process is sensitive
ii. Adapt your message to the receiver
iii. Improve your language and listening skills
iv. Question your preconceptions
v. Plan for feedback
vi. Focus o what’s important
vii. Shut out interruptions
5. Internal and external functions of communication in organizations. Compare/contrast
the advantages and disadvantages of oral and written communication
a. Three main functions of business communication: to inform, persuade, and
promote goodwill
b. External communication: exchanging ideas and messages with customers,
suppliers, public
c. Internal communication: with coworkers, boss
d. Oral communication
i. Advantages: minimizes misunderstanding, facial expressions, develop
consensus, more friendly face-to-face atmosphere
ii. Disadvantages: no written record, wastes time, inconvenient
e. Written communication
i. Advantages: permanent record, messages are organized and well
considered, convenient
ii. Disadvantages: careful preparation, dangerous if embarrassing
6. Flow of communication in organizations and understand how to overcome typical
barriers and respond ethically to office gossip
a. Formal communication channels:
i. Downward flow: management -> subordinates
1. Involves long line of communication which creates a distorted
message so companies have restructured into small teams and
creates more communication through meetings, newsletters, and
blogs
ii. Upward flow: subordinates -> management
1. Eployees do’t trust each other ad lack couicatio so
companies bring in communication coaches, encourage meetings
and give incentives
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