1. Verbal Communication

2. Oral Communication involves what?

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

4. Communication is a linking pin between plans and Actions

5. Developing the plan is the _________ step Talking

6. Performing the action is called the ____________ step Doing

7. Communication ensures that relevant information is shared for _____

8. Effective Decision Making

9. Leaders & Managers use verbal communication to --

10. Influence other to perform tasks

11. Effective communication enables people to resolve -?

12. Office Conflicts (in a more productive way)

13. Verbal Communication is also used for:

14. Sharing emotions Social need for belonging Training aids Problem solving

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

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

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

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

19. Feedback

20. Encoding is the process of what

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

22. Speaker communication problems

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

24. Connecting device between the speaker and the listener is ______

25. Channel Name different types of channels

26. Telephone Memo Bulletin Board Face to Face Email Fax

27. Time shortage – what channel should you use?

28. Interactive channels: Face to Face Telephone meetings

29. What is decoding?

30. Interprets the meaning of the message

31. Types of Feedback

32. Distractions are referred to as ____________________ Noise

33. Discuss types of distractions

34. The context in which communication take place is called the Environment

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

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

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

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

39. How about when you take a message?

40. Advantages & Disadvantages of Voice Mail

41. Constructive criticism starts with ________

42. What is the sandwich theory?

43. What are some positive ways to respond to criticism?

44. What percent of the day is spent listening? 40%

45. What are the six steps in the listening sequence?

46. What is content listening

47. In critical listening you ___________ the information

48. Empathic Listening

49. What is the attention span for most adults?

50. Name several poor listening behaviors

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

52. Name ways to show you are listening.

53. Ways to improve your listening skills

54. Nonverbal communication is what percent of messages? 90

55. What is “Body Language”?

56. The study of nonverbal body motions & communication is _______

57. Space and distance = ______

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

59. Study CPS You are on the way