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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
____________
Doing
step
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 phrases
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
Email
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?
You are on the way
Study
Study
CPS