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CPS -Office Administration
Chapter 4 VERBAL COMMUNICATION FUNDAMENTALS
18
Other
Not Applicable
09/07/2005

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Term
BODY LANGUAGE
Definition
REFERS TO POSTURE, FACIAL EXPRESSION, EYE CONTACT, GESTURES AND PHYSICAL MOVEMENTS.
Term
CALLING CARD CALL
Definition
LONG DISTANCE CALL THAT ALLOWS CALLER TO CHARGE THE SERVICE TO A SPECIFIC ACCOUNT NUMBER.
Term
CHANNEL
Definition
CONNECTING DEVICE BETWEEN SPEAKER AND LISTENER THROUGH WHICH MESSAGE IS SENT.
Term
COLLECT CALL
Definition
OPERATED-ASSISTED CALL PAID BY PERSON OR COMPANY ON RECEIVING END.
Term
CONFERENCE CALL
Definition
THREE OR MORE PEOPLE IN DIFFERENT LOCATIONS NEED TO DISCUSS BUSINESS WITH EACH OTHER AT THE SAME TIME.
Term
CONTENT LISTENING
Definition
TO GAIN AN UNDERSTANDING OF THE CONTENT OF THE PRESENTATION.
Term
CRITICAL LISTENING
Definition
EVVALUATING THE INFORMATION BEING PRESENTED IN TERMS OF LOGIC, VALIDITY AND IMPLICATIONS FOR ONE'S OWN PERFORMANCE.
Term
CRITICISM
Definition
TELLS PERSON WHERE AREAS OF THEIR PERFORMANCE REQUIRE IMPROVEMENT.
Term
DECODING
Definition
PROCESS BY WHICH LISTENER INTERPRETS THE MESSAGE.
Term
DIRECT-DISTANCE DIALING
Definition
PLACING A LONG-DISTANCE CALL W/O THE INTERVENTION OF AN OPERATOR.
Term
DIRECT PERSONAL CHANNELS
Definition
FACE-TO-FACE CONVERSATIONS, TELEPHONE CALLS, AND CONFERENCES.
Term
EMPATHETIC LISTENING
Definition
TRYING TO UNDERSTAND THE SPEAKER'S EMOTIONS AND FEELINGS ABOUT THE TOPIC BEING PRESENTED.
Term
ENCODING
Definition
PROCESS OF ASSEMBLING AND ORGANIZING SYMBOLS TO FORMULATE THE MESSAGE.
Term
ENVIRONMENT
Definition
CONTEXT IN WHICH COMMUNICATION ENCOUNTERS TAKE PLACE (I.E. OFFICE OR MEETING).
Term
FEEDBACK
Definition
THE RESPONSE THAT TELLS SENDER WHETHER THE MESSAGE WAS TRULY RECEIVED.
Term
IMPERSONAL CHANNELS
Definition
WRITTEN MEMORANDA, E-MAILS, BULLETIN-BOARD NOTICES - SMALL AMOUNT OF INFORMATION NEEDS TO BE SIMPLY COMMUNICATED.
Term
INTENDED MEANING
Definition
MESSAGE SPEAKER WAS ACTUALLY TRYING TO COMMUNICATE.
Term
INERACTIVE CHANNELS
Definition
ALLOW FOR QUESTIONS AND CONCERNS TO BE IMMEDIATELY ADDRESSED.
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