Man Comm Ext Prep 1

The rules of this communication are NOT universal (different rules for different cultures).

• Verbal communication

• Non-verbal communication

• Mass communication

A telephone conversation with a client is an example of … communication.

• Oral

• Oral direct

• Oral indirect

• Direct

Studies show that the most effective and accurate method of conveying AND interpreting messages is …

• direct written communication

• direct oral communication.

• non-verbal communication.

• direct written communication AND direct oral communication.

When the sender prepares the message and considers which medium to use

• Feedback

• Decoding

• Encoding

• Reasoning

Listening to a customer, understanding the complaint first, before you react to the message

• Critical (analytical) listening

• Appreciative (empathic) listening

• Attentive listening

• Patient listening

Non-verbal communication required for effective customer service

• Eye contact

• Smiling

• Eye contact AND smiling

The art of making small talk, ensuring that people feel at ease

• Phatic communication

• Establishing rapport

• Social etiquette

Using words which confuse others (they do not know these words, or they attach different meanings to these words)

• cultural barriers

• reasoning

• semantics

Communication using sound is dependent on the receiver's ability to hear.

• Paralinguistics

• Acoustic semiology

• Visual semiology

• Non-verbal semiology

The handshake is an important non-verbal form of communication.

• Proxemics

• Tacesics

• Kinesics

• Graphics