Unit 7 - Communication Skills

What are the common uses for blogs?

1. online conversations 2. posting FAQs 3. promotions

Barriers to Communication

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?

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?

He could have stopped what he was doing to give Dana his full attention.

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

It is only appropriate when the receiver of the message knows what they mean.

Effective Communication

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 _____.

ESSAY: In three to five sentences, give examples of how you can demonstrate active listening.

Review Active Listening Lesson

ESSAY: Respond to the following in three to five sentences. Select one netiquette guideline. Explain how this helps you draft more effective electronic messages and why it helps the receiver of your message.

Review Netiquette Lesson

T/F A person's oral communication skills can give either a positive or negative first impression.

TRUE

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

TRUE

purpose

a reason for communication, such as to inform or to persuade

barriers

anything that interferes with clear communication

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

Nonverbal communication includes ________________.

gestures, body language, and facial expressions

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

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

What barrier to oral communication is not the fault of the sender or receiver?

noise

audience

the person or people who receive a message

sender

the person who creates or composes a message and delivers it