Effective Communication

What is communication?

• Exchanging thoughts, ideas and messages through speech, writing, signals and body language

• Imparting information

• A system such as mail, telephone or television for sending and receiving messages

• All of the above

Which is NOT a benefit of effective communication?

• Enhanced interpersonal relationships

• Clearer understanding of business goals

• Revenue losses

• Improved business and individual performance

Which of the following is NOT a characteristic of the Aggressive communication style?

• Avoids direct communication

• Loud voice

• Interrupts

• Poor listener

Which of the following is a characteristic of the Passive communication style?

• Intolerant

• Agreeable

• Offensive

• Egotistical

Which is not a characteristic of the Assertive communication style?

• Authoritarian

• Direct

• Proactive

• Convincing

Which of the following is NOT a barrier to effective communication?

• Distraction

• Noise and movement

• Poor timing

• Knowledge of subject

• Asking questions

Which of the following is NOT helpful when communicating by e-mail?

• Sending an email several paragraphs long

• Being aware of your tone before sending

• Treat email as you would a letter with a greeting, body and closing

• Use email to follow up on previous conversation

• Organize your thoughts so it flows well

When dealing with an upset caller, which of the following is the WRONG course of action?

• Remaining calm and polite, no matter the other person's tone or language

• Acknowledge their frustrations and empathize

• Say, "I'm sorry, there's nothing we can do to help you"

• Find a creative solution that works for both parties involved

Complete the following sentence: "Being a good listener..."

• ...means pretending you're interested in what the other person is saying.

• ...means you remain quiet and let the other person talk for a long, long time.

• ...isn't just waiting for your turn to speak.

• ...isn't a big part of effective communication.

Why is it important to know your own communication style?

• So you can feel good about yourself

• To learn more about more personality

• So you can adjust your style when communicating with others who may have a very different style

• So you can change everything about your personality

• So you know if you have the "right" or "wrong" communication style