Download Things You Should Know:

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.