Effective Communication Study Guide

The four basic communication skills are:

• Reading, writing, listening, and speaking

• Drawing, painting, singing, and dancing

• Running, jumping, swimming, and cycling

• Cooking, cleaning, gardening, and shopping

Expressing ________________ on the job will have customers coming back.

• courtesy

• anger

• impatience

• indifference

Speaking skills are:

• The ability to write effectively

• The ability to communicate verbally

• The ability to read quickly

• The ability to listen attentively

Through communication people share:

• food

• ideas and information

• money

• clothes

What is the first step in how to improve communication?

• Listening actively

• Speaking clearly

• Using gestures

• Writing notes

We should speak with proper language when talking to others.

• True

• False

The difference between hearing and listening is:

• Hearing is an involuntary process, while listening is a voluntary and active process.

• Hearing and listening are exactly the same.

• Listening is involuntary, while hearing is voluntary.

• Hearing requires more attention than listening.

Name two situations in which people fail to listen.

• When they are distracted or preoccupied and when they disagree with the speaker.

• When they are actively taking notes and when they are asking questions.

• When they are making eye contact and when they are nodding in agreement.

• When they are summarizing the conversation and when they are clarifying doubts.

Being a good listener will help you become a better _____________.

• communicator

• driver

• mathematician

• painter

Listening is a skill you improve by what?

• Practicing regularly

• Reading books

• Watching TV

• Sleeping