Verbal and Non-Verbal Communication Skills

What are interpersonal skills?

• Skills needed to work effectively in common IT jobs

• Skills needed to communicate effectively with others

• Skills needed to troubleshoot technical issues

• Skills needed to network and transfer information

What is verbal communication?

• Using spoken words to communicate

• Using written words to communicate

• Using body language to communicate

• Using technical terms to communicate

What is an example of formal language?

• Using slang and informal vocabulary

• Using technical terms and acronyms

• Using precise and professional English

• Using non-technical language

When should you use technical language?

• When speaking to your superiors

• When speaking to customers

• When speaking to close colleagues

• When speaking to friends

What is an example of a closed question?

• What do you think of Google Chrome?

• What browser do you use?

• Do you prefer Safari or Chrome?

• Is Google Chrome the best browser?

Why should you avoid leading questions?

• They can pressure the respondent

• They can provide biased answers

• They can be confusing for customers

• They can make you look unprofessional

What are some verbal barriers to effective communication?

• Language barriers

• Noisy environment

• Disabilities

• All of the above

What is an example of non-verbal communication?

• Using spoken words

• Using written words

• Using body language

• Using technical terms

How can eye contact be used in communication?

• To show listening and inclusion

• To avoid distractions

• To communicate technical information

• To make others feel excluded

What are some barriers to non-verbal communication?

• Distractions

• Virtual communication

• Language barriers

• All of the above