Keyboarding and Applications Unit 5 Test: Communication Skills

Name the 3 types of communication, or complications, we've studied in this unit

1. Effective Communication 2. Ineffective Communication 3. Barriers to Communication

a strategy for showing other people you are interested in what they are saying and that you understand what they are saying and how they feel about it

Active Listening

Patrick was asked to draft an e-mail to a few select customers at the bank where he works, encouraging them to take advantage of the new money-market checking account that is now available to them. The select bank customers have what function in this communication scenario?

Audience

Damean works as receptionist for a car dealership. The weekends are always a challenge for Damean because there are more customers needing Damean's assistance and the phone rings nonstop. Damean often feels like he doesn't do as good of a job communicating with the customers on the weekend because it is so busy. Damean's communication challenge is due to which factor?

Barrier to Communication

Jim works the parts counter for a busy car dealership. When answering the phone, Jim often has trouble answering the customer's questions because people are constantly coming in and out of his work area, and it is often loud in the dealership. Jim's communication challenge is due to which factor?

Barrier to Communication

Janis is a nutritionist. She posts new recipes and healthful eating tips nearly every day. Her readers enjoy reading her entries and frequently add comments with their own suggestions. What type of website does she use?

Blog

Michael has written an e-mail to his employees that describes a new product special that will be introduced to the customers next week. By taking time to make sure the e-mail is well written, logical, and organized, Michael has made sure his message has the characteristics of what type of communication?

Effective Communication

The employees at your job have been asked to attend a mandatory training meeting. Your co-worker, Mike, doesn't want to go and has asked that you sign his name to the attendance sheet for him. Mike's request shows he does not demonstrate which workplace attitude?

Honesty

J'Dean is a team lead at a car wash. He wrote a memo to the employees, explaining some upcoming promotions, but J'Dean didn't fully understand how the promotions would work himself. He didn't have time to get the information he needed to fully explain the promotions, but he thought some information was better than none. Unfortunately, the memo was confusing and disorganized. J'Dean's memo has the characteristics of _____ communication.

Ineffective Communication

Ken is a table busser at a restaurant. Ken's boss has requested that instead of waiting to be told what tables need to be cleaned, Ken should walk around the restaurant looking for tables that need attention. What workplace habit could Ken improve?

Initiative

In his e-mail to select bank customers, Patrick was careful to use an informative subject line and to use a font size and style that is easy to read. These preparations serve what function in this communication scenario?

Netiquette

Which of the following barriers to oral communication is not the fault of the sender or receiver? being unprepared, laziness, noise, or not paying attention

Noise

When is it appropriate to use acronyms and emoticons in business communication?

Only when the receiver knows what they mean

While at work, Joe asked Dana to show him how to change the copier paper. Joe kept working as she explained the process, and the next time the paper needed to be changed, Joe didn't do it correctly. What could Joe have done first to be a better active listener?

Stopped and give her his full attention

A person's oral communication skills can give either a positive or negative first impression

True

When actively listening, it is not necessary to show agreement with the message.

True

1. Make use of the subject line to let your reader know the main purpose of the e-mail. 2. Keep e-mails short and to the point. 3. Use a font style, size, and color that is easy to read. 4. Avoid composing e-mails in ALL CAPITAL LETTERS, or ALL CAPS.

What are the first four netiquette guidelines.

1.Stop whatever you are doing and give the other person your full attention. Look at the person. 2. Be interested in what the person has to say. Ask questions to clarify the message. 3. Pay attention not only to the words that are being said but also to the emotions being expressed. 4. Be aware of how your own emotions or opinions might influence what you are hearing. 5. Do not interrupt except to show you are listening or to ask questions.

What are the five active listening strategies.

5. Review your e-mail before you click Send to make sure your message is clearly and accurately written (no misspelled words, no grammatical errors, and so on). 6. Use language, vocabulary, and tone that are appropriate for the receiver of your message. 7. Don't forward spam or chain letters. Only forward messages when you have permission to do so. 8. Remember that e-mail is a permanent written record. Never write an e-mail with information that you would not want to have made public.

What are the last four netiquette guidelines.

Blogs

What type of site would I use if I wanted to do the following: Have online conversations, Post FAQs, Advertise promotions

Wiki

What type of site would I use if I wanted to do the following: edit corporate documents, project management, publishing company information

Victor works for a telemarketing company that is on a very tight budget. He has been tasked with finding a method for the company's employees to share, organize, and update their telemarketing records so other employees can follow up. Many employees are never in the office at the same time and some work from home. What telecommunications technology can Victor's company use?

Wiki

Work Ethic

a personal belief that one should work hard and do a good job

Communication

an exchange of information

Wiki

an online database of Web pages that can be created or edited by anyone (with permission)

blog

an online journal

Barrier

anything that interferes with a message being sent or received

Nonverbal Communication

gestures, body language, and facial expressions

Netiquette

guidelines for courteous electronic communication

Sender

the person who creates or composes a message and delivers it either orally or in writing

Receiver

the person who receives a message