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Things You Should Know: 1. Communications Process Flow Chart: Sender – Encoding - Message – Channel – Receiver – Decoding – Feedback – Channel – Back to Sender. Possible Interference: Barriers and Noise 2. Verbal Communication: any communication, spoken or written, that uses words 3. Non-Verbal Communication: communication that does not use words 4. Physical Barriers to Listening: Environment (temp, acoustics), Sender (too quiet or loud, inarticulate), Receiver (can’t see or hear sender, receiver sick, tired, hungry, looking out window); Internal Noise (receiver’s bodily noises), External Noise (talking, birds, A/C). 5. Mental Barriers to Listening: day dreaming, ego, bias, selective listening, worry, sender talks “over” your head, sender talks down to receiver, attitude. 6. Listening is a 3-step process: Concentrate on 1 sound and block others out. Interpret the message – pay attention to non-verbals and think about what it means. React to message – feedback. 7. Pseudolistening: False Listening (pretending to listen). Consequences? 8. Two elements of a message receiver must analyze when listening: Words and vocal nonverbals (how words are spoken – volume, rate, pitch, tone). 9. 5 Steps in Motivated Sequence for Persuasive Speech: Attention (intro), Need (problem), Satisfaction (solution), Visualization (future), Action (challenge). 10. 3 types of Presentation Appeals: Logical (relies on facts), Emotional (based on feelings), Personal (based on credibility of authority or speaker). 11. Six Steps of Negotiation: State what you want; State how you are feeling; State the reasons for your wants & feelings; State your understanding of the other person’s position; Offer several plans/solutions to solve the conflict; Choose a plan and agree to try it.