Communication Unit 3 Lesson 3

The quality of your ______________________ accounts for 70 percent of the overall impression of your call

Voice

What should you do if you pronounce someone's name wrong?

Apologize and ask them how to pronounce it correctly

When placing a business call, as soon as your call is answered you should state your ___________________ and the __________________ for which you work for.

Full name and Company

Describe the grip of a proper handshake.

Keep your hand perpendicular to the ground with fingers together. Press your palm into the other one's palm and squeeze firmly.

If someone mispronounces your name during an interview, what should you do?

If your name is mispronounced, clearly but politely correct your name.

Why is important to provide background information about the person you are introducing?

It will provide material which can start a conversation

When placing a caller on hold, give him progress updates on the status of his call every ________________________

Minute

Through E-mail, we lose the _____________________ side of communication and _______________________ in the voice

Nonverbal and inflection

What should you do if no one has introduced you?

Not hesitate but extend a hand shake to the nearest person and say your full name.

When leaving a message, it is proper to state the _______________________ for your call

Reason

When leaving a message or recording a message on an answering machine, it is important to speak __________________________ and state your full name and your company.

Slowly and clearly

List four essential nonverbal behaviors of an introduction.

Smiling, making eye contact, rising your feet, and shaking hands

Guidelines for recording a voice message:

Sound approachable, Ask the caller to leave pertinent information, write your message out beforehand, reduce background noise, and change your greeting when necessary

Before sending E-mail messages, we need to check them not only for _________________________ but also for ____________________________

Spelling and grammar and clarity and intention

Proper guidelines for telephone conversations:

Stay focused, take all calls in turn, reduce background noise, and don't eat

When closing a business call, we should _____________________ the call and make reference to any _______________________

Summarize and future business

What is one of the worst communication mistakes you can make in the professional world?

The failure to introduce someone

During an introduction, who is to be introduced to whom?

The person of lesser authority is presented to the person of greater authority

When is it proper to refer to your boss by his or her first name?

When you are invited or told too, until then refer to them to their title.

People read all caps as ____________________

Yelling