Term
| name 3 communication myths? |
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Definition
| we communicate only when we want to communicate, words mean the same to me and to you, we communicate chiefly through words |
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Term
| name 4 barriers to communication? |
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Definition
| distractions, poor timing, emotions, prejudice |
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Term
| what are 4 biases that affect communication? |
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Definition
| first impressions, stereotypes, halo or pitchfork effect, contract effect |
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Term
| what are 4 speaking skills? |
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Definition
| steady volume, pitch, and tone, varying your speech, speaking on the job, formal presentations |
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Term
| name 4 qualities about listening skills? |
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Definition
| not the same as hearing, a skill that can be developed, key skill in hospitality, there is no listening training early in life |
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Term
| what are 4 obstacles to listening? |
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Definition
| mind wanders, tuning out, distractions, prejudices |
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Term
| what are the four stages in active listening? briefly explain them. |
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Definition
focusing: decide to listen and focus on the speaker.
interpreting: determine the speaker's meaning, show you understand, and reach a common understanding.
evaluating: gather and evaluate information and then communicate your evaluation.
responding: learn what the speaker expects and decide what to do. |
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Term
| Active Listening Skills: what is mirroring? |
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Definition
| repeating exactly some of the speaker's key words |
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Term
| Active Listening Skills: what is paraphrasing? |
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Definition
| using your own words to restate the speaker's feelings or meaning |
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Term
| Active Listening Skills: what is summarizing? |
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Definition
| condensing and stressing the speaker's important points |
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Term
| Active Listening Skills: what is self-disclosure? |
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Definition
| showing how you feel about what the speaker said |
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Term
| Active Listening Skills: what is questioning/clarifying? |
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Definition
| asking questions to ensure understanding |
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Term
| when would you ask open-ended questions? |
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Definition
| to begin a discussion, to understand the speaker's ideas, to examine a touchy subject, to avoid influencing an answer |
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Term
| when would you ask close-ended questions? |
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Definition
| to get specific details on who, what, where, when, why, which, how many |
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Term
| how are open-ended questions different from close-ended questions? |
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Definition
| open-ended questions requires more than a yes or no answer. Closed-ended questions can be answered simply with a yes or no. |
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Term
| what are 4 comments you can say to keep the speaker speaking in an open-ended question? |
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Definition
| I understand, tell me more, let's talk about it, I see |
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Term
| name 5 types of non-verbal communication? |
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Definition
| facial expression, eyes, posture, gestures, body movement |
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Term
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Definition
| state your main point in the topic sentence, use clear, concise, and to the point words, use shorter sentences that are easier to understand. |
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Term
| what are 5 cautions to use in emailing? |
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Definition
| work email is not private, rarely us "reply to all", use concise subject lines, use spellcheck, don't yell in CAPS |
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Term
| what should you do in social networking? |
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Definition
| Have separate business and social accounts. |
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