Verbal Communication

Oral Communication involves what?

Exchange of information between speakers (senders) & listeners (receivers). Roles are shared.

Communication is a linking pin between plans and Actions

Developing the plan is the _________ step Talking

Performing the action is called the ____________ step Doing

Communication ensures that relevant information is shared for _____

Effective Decision Making

Leaders & Managers use verbal communication to --

Influence other to perform tasks

Effective communication enables people to resolve -?

Office Conflicts (in a more productive way)

Verbal Communication is also used for:

Sharing emotions Social need for belonging Training aids Problem solving

One of the biggest problems associated with verbal communication is ---

The senders intended meaning may not be the receiver’s perceived meaning – Why?

Cultural backgrounds Previous experiences Multiple word meanings Semantics Vague terms or phrase s

In effective communication, the receiver responds – This is called _____________

Feedback

Encoding is the process of what

Assigning & organizing symbols (words or gestures) to formulate the message to be sent.

Speaker communication problems

Not effectively planning the message Not speaking distinctly Inattention to nonverbal messages

Connecting device between the speaker and the listener is ______

Channel Name different types of channels

Telephone Memo Bulletin Board Face to Face Fax

Time shortage – what channel should you use?

Interactive channels: Face to Face Telephone meetings

What is decoding?

Interprets the meaning of the message

Types of Feedback

Distractions are referred to as ____________________ Noise

Discuss types of distractions

The context in which communication take place is called the Environment

Every time you answer the phone, you care creating an impression of your organization

Name 3 factors that affect how you are perceived over the phone

How can you project a pleasant, courteous and businesslike manner over the phone ????

Name some things that you should include when leaving a phone message?

How about when you take a message?

Advantages & Disadvantages of Voice Mail

Constructive criticism starts with ________

What is the sandwich theory?

What are some positive ways to respond to criticism?

What percent of the day is spent listening? 40%

What are the six steps in the listening sequence?

What is content listening

In critical listening you ___________ the information

Empathic Listening

What is the attention span for most adults?

Name several poor listening behaviors

When actively listening, your _______ _______ increases and you body ________ rises.

Name ways to show you are listening.

Ways to improve your listening skills

Nonverbal communication is what percent of messages? 90

What is “Body Language”?

The study of nonverbal body motions & communication is _______

Space and distance = ______

Distance for Intimate Space? Personal Space? Distance for Social Space? Distance for Public Space?

Study CPS You are on the way