1. Administrative Professional Series By Desiree Donaldson Institute for the Study of Business Markets

2. Communication What is Communication? Necessary tool for understanding If there is miscommunication it may cause conflicts A social function In order to communication something the information must be sent and received

3. Good and Poor Listening Behaviors Good Behaviors Poor Behaviors Eye contact Ask questions Reiterate Positive Affirmation Don’t rush speaker No eye contact Interrupting someone Yawn Don’t respond at all Jump to conclusions

4. Factors influencing communication Context – has a great impact on how we interpret verbal and non-verbal messages Interpretation – the receiver determines what the hear by how the sender communicates the information Feedback – when the sender/receiver reverse the roles during the conversation

5. Verbal Communication The words we hear. The words we say Non-Verbal Communication What we see. What our body “says” to others Active Listening

6. Perceptions and Communications Perception – formed by our values, and expectations. We reject wrong information rather than change our beliefs

7. How communication is sent by the sender is what will determine how the receiver will interpret it