SPE 319: Business and Professional Speaking

Chapter Review Sheet

Chapter 1

· Define and give examples of the eight components of communication skills for the coming years

· Define the components of the interactive communication process, explain each component’s purpose in the communication process and be able to recognize these components in a scenario or example

· Understand the reasons for communication failure and be able to identify each in a scenario or example

· Identify and explain the classical, humanistic, systems and culture approaches to organizations

· Describe and give an example of the components of organizational culture

Chapter 2

· Understand the four components of strategic communication model: goal-setting, situational knowledge, communication competence, and anxiety management.

· Recognize and understand the steps in the goal-setting process.

· Describe structure, learning, on-the-job training, politics, and communication climate, how these items build situational knowledge and be able to recognize each in an example or scenario

· Define and explain the four factors of effective and appropriate communication and their components: message, internal communication, external communication, and channels.

· Recognize the causes of, and techniques for managing communication anxiety

Chapter 4

· Define listening vs. hearing and explain problems associated with ineffective listening

· Define perception and factors that influence it, including Goss' three principles that constitute the listener’s attention process

· Define, explain and distinguish sympathy and empathy in relation to listening

· Identify and explain the tasks you can perform for improving listening

· Explain the situational factors that can influence listening effectiveness

· Explain the three D's (distraction, disorientation, and defensiveness)

· Define and explain the application of SWOT analysis

Chapter 5

· Define the three purposes or functions of organizational messages and be able to recognize each in an example

· The functions of nonverbal communication

· Variables affecting a choice of setting

· Be able to explain the zones of personal space

· Define the aspects of communication competence

· Describe and explain the types of nonverbal communication (paralanguage, facial and eye expressions, gestures and body movement)

· Describe the characteristics of the three message strategies

· Define and explain tactics for controlling anxiety

Chapter 6

· Understand the functions of leadership and needed skills to perform those functions

· Be able to distinguish leaders from managers

· Be prepared to apply the model of strategic communication to the concepts of leadership and management.

· Understand, distinguish and be able to recognize examples of the theories of management.

· Define and explain three factors of goal setting for managing the present and the future

Chapter 7

· Know the elements of effective manager‑employee relationships, such as characteristics of effective managers and employees

· Know the reasons why co‑worker relationships develop and the steps for improving such relationships

· Know the basic rules of conduct for employee‑customer relationships and be able to recognize these in a scenario or example

· Know the consequences of workplace romances and sexual harassment

· Explain how to communicate competently with regard to power structure and diversity in the context of manager‑employee relationship.

· Define and explain the concepts of proximity, shared interests, shared tasks, and satisfaction of needs in relation to coworker relationships

· The five basic rules of conduct that can ensure successful employee‑customer relationships

Chapter 10

· Define the observable behaviors of functioning groups and be able to identify each in an example

· Define and identify factors influencing the quantity and quality of group communication and the conditions/symptoms of groupthink

· Define and explain differences between three types of decision making

· Define and explain differences between four approaches to leadership

· Define and explain special groups and their impact on group communication

Chapter 11

· Understand the major meeting components: agenda, preparation, and critical thinking.

· Know the problem‑solving procedure: introduce the problem, define and analyze, establish criteria, generate solutions evaluate solutions, and understand the different ways of accomplishing each step.

· Understand the various ways of making decisions and the benefits and drawbacks of each.

· Define and explain the three dimensions of group evaluation

Chapter 12

· Know the characteristics of argumentativeness and verbal aggressiveness and be able to recognize these in a scenario or example

· Know the three dimensions of negotiations and the guidelines of strategic bargaining

· Know the causes of conflict and the steps to manage conflict goals

· Know the five conflict styles and be able to recognize these in a scenario or example

· Know the elements of the strategic approach to resolving conflict productively

Chapter 13

· Know the four different purposes of presentations and be able to recognize these in a scenario or example.

· Know the elements to consider when analyzing an audience.

· Know the types of supporting materials and the guidelines for using each. Be able to recognize these in a scenario or example.

· Know the importance and functions of introductions, conclusions, and transitions.

· Know the four types of delivery and the four principles of effective delivery.

· Know the three reasons for communicator anxiety and how to minimize each

Chapter 14

· Define and explain the three functions of informative presentations

· Define the three major categories of informative presentations and be able to recognize examples of each

· Define, explain and be able to apply the guidelines for successful informative presentations

· Explain each of the "additional hints" for managing anxiety when preparing/delivering informative presentations

Chapter 15:

· Define and explain the four functions of persuasive presentations

· Strategies for preventing persuasion dropouts (ego involvement, order effects, 1 sided vs. 2 sided

· Be able to explain and identify examples of the forms of persuasive speaking in business

· Explain the importance of understanding an audience's motivations

· Define and explain the concepts of ethos/credibility

· List and explain the five stages of the basic process of persuasion (the five stages)

· Describe and identify the types of ceremonial speeches and their components