COM 100 Test 3 - Chapter 11

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  1. How does one interview successfully?
    • Research your potential employer
    • Ask them questions in the interview too
    • Anticipate open-ended questions: "Tell us about yourself.  What are your goals?"
    • Study hypothetical questions: "How would you handle a situation like..."
    • Generate your own questions
    • Follow up after the interview
  2. STAR Interview Technique
    • Situation: Set the context for your story (who, what, where, when, why).
    • Task: Explain the task you had to complete.
    • Activity: Describe the actions you took.
    • Result: Explain the results of your efforts.
  3. Define ingratiation.
    Textbook describes as "going above and beyond" at work.

    Google: a psychological technique in which an individual attempts to become more attractive or likeable to their target.
  4. We (as employees) seek to manage _______ of others (especially our bosses); Our goal is _______ between how we want to be perceived, and the way they see us.
    impressions; congruency
  5. Techniques to manage impressions.
    • Avoid talking about how much you are doing for the organization
    • Instead, let others reach those conclusions on their own
    • If you decide to talk about it, try to mention your work casually
  6. Internal vs. External communication
    • Internal Communication: Communication that occurs with individuals inside of the organization (i.e. organizational members)
    • External Communication: Communication that occurs with individuals outside of the organization (i.e. Other businesses, the public, clients, social media).
  7. Apologies
    • Powerful tools for restoring (even strengthening) relationships
    • Forgiveness is 2x more likely with an apology
    • 65%-75% of those apologies were associated with improved relational conditions after the apology
  8. Effective Apologies
    • 1) Explain your error
    • 2) Say you’re sorry
    • 3) Promise of forbearance
    • 4) Offer to restore
  9. Top qualities employers seek
    • Ability to communicate verbally with people inside and outside the organization.
    • Ability to work in a team structure.
    • Ability to make decisions and solve-problems.
    • Ability to plan, organize, and prioritize work.
    • Ability to obtain and process information.
    • Ability to sell or influence others.
  10. “Communication skills not only _______ employers’ list of most-desired skills, but also their list of the skills most _______ in new college graduates” (NACE, 2014)
    top; lacking
  11. Organizations are the set of _______ that members of groups use to accomplish their _______ and _______ goals.
    interactions; individual; common
  12. Two important properties of organizations.
    • Function
    • Sctructure
  13. Organizational functions
    • Production function: communication that coordinates activity toward accomplishing tasks
    • Maintenance function: communication that preserves the stability of existing systems
    • Innovation function: communication that facilitates system change
  14. Organizational structures
    Recurring patterns of interaction among the members of an organization.

    Historically rooted in hierarchy, with messages traveling in one of three ways: Downward, Upward, and Horizontal communication.
  15. Influencing others to hold a view of us similar to the view we desire them to hold.
  16. _______ _______ refers to a pattern of shared beliefs, values, and behaviors within a given organization.
    Organizational culture
  17. True or False: When you go above and beyond at work, be sure to tell your boss and coworkers about your actions.
  18. When apologizing, the statement: “I will ensure that the mistake never happens again” is an example of what?
    Promise of forbearance
  19. Organizational Dilemmas
    • Emotion labor: Specific feelings or displays of emotions required of workers: bedside manner for Nurses
    • Burnout: Stress, exhaustion, cynicism, ineffectiveness
    • Work/Life Balance: Balancing home and work responsibilities
  20. When one’s emotions, opinions, or behaviors are affected by others.
    Social Influence
  21. 6 Weapons of Influence (Cialdini, 1984)
    • 1) Reciprocity
    • 2) Scarcity
    • 3) Authority
    • 4) Consistency
    • 5) Liking
    • 6) Consensus (Social Proof)
  22. 1) Reciprocity
    We should try to repay, in kind, what another person has provided us.

    • * Overpowering
    • * Uninvited debts
    • * Unequal exchanges
    • * Reject then Retreat (Door in the face)
  23. 2) Scarcity
    Opportunities seem more valuable to us when they are less available.

    • * Limited numbers
    • * Deadlines
  24. 3) Authority
    A strong pressure exists to comply with the requests of an authority figure

    • * Milgram Studies
    • * Symbols of Authority
    • * Titles Clothes
    • * Trappings
  25. Foot-in-the-door
    • a compliance tactic that involves getting a person to agree to a large request by first setting them up by having that person agree to a modest request.
    • Safe driving signs in yard preceded by safe driving sticker in window.
  26. Door-in-the-face
    • a compliance method where the persuader attempts to convince the respondent to comply by first making a large request that the respondent will most likely turn down, followed by a modest request that they will then likely accept.
    • Will you donate $500?  No.  Will you donate $5?  Yes.
  27. The influence principle of reciprocation...
    • Is overpowering
    • Triggers uninvited debts
    • Triggers unequal exchanges
  28. 4) Commitment and Consistency
    Once we make a choice or take a stand, we will encounter pressures to behave consistently with that commitment

    • * Active
    • * Public
    • * Effortful
    • * Internally motivated

    Foot-in-the-door technique: small sign in window, large sign in yard.
  29. 5) Liking
    People prefer to say yes to individuals they know and like.

    • * Physical attractiveness
    • * Similarity
    • * Compliments
  30. 6) Consensus (Social Proof)
    We view a behavior as correct in a given situation to the degree that we see others performing it.

    • * Uncertainty
    • * Similarity
    • * Werther Effect
  31. Worther Effect
    A spike of emulation suicides after a widely publicized suicide.
  32. In the Milgram study, about what percentage of people administered all 450 volts to the “learner”?
    65% (26 of 40) though the lecture slide says 67%.
Card Set:
COM 100 Test 3 - Chapter 11
2014-12-01 01:35:05
COM 100 Test Chapter 11
COM 100 Test 3
COM 100 Test 3, Chapter 11
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