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Communications 1 & 2
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What are examples of unethical communication or behavior?
Telling other students another student's class grade, giving a bank receipt to the wrong customer, using an office computer to shop during work hours, etc.
What are external barriers?
lighting, heat, cold, noise, seating, document appearance, closed communication, etc.
What are examples of confidential information?
patient health records, employee salaries, computer passwords, social security number, etc.
To show fairness and sensitivity toward others at work, you should...
treat everyone with respect, be adaptable, listen actively, etc.
What are characteristics of a person who has a professional attitude?
refrains from making judgements about others, keeps an open mind, dose not make assumptions or jumps to conclusions, keeps emotions in check, etc.
Most Americans appreciate personal space of? (inches to feet)
18 inches to 4 feet
An oversimplified belief about a group of people is called...
stereotype
Give an example of cultural differences that can be communication barriers.
language, body language, personal space
When taking a phone message, what four parts are included?
Name and company of the caller, date and time, phone number of the caller, the message
What is an issue of someone who has too little self-confidence?
people question why they should believe you
What are the three types of workplace team?
Employee and Manager Relationships, Coworker Relationships, Customer Relationships
What are the four roles of nonverbal communication?
Reinforce, Contradict, Substitute, or Regulate a message
When using the three-part greeting, what is the best way to answer a business call?
Greeting, name of company/department, your name
Speaking clearly and more slowly than you would in person would be used when...
When talking on the phone
This part of the conversation is when the sender and receiver may briefly restate what has been discussed in the conversation.
summary
Saying “hafta” rather than “have to” is an example of...
poor enunciation
When using email for customer contact, in the message you should...
state the purpose of the message clearly
What is another employee who works for your company and buys goods/services?
An internal customer
What involves performing activities to ensure customer satisfaction?
Customer service
Trying to understand the speaker’s point of view, attitudes, or emotions is...
emphatic listening
A person who has a professional attitude...
refrains from making judgments about others
To deal ethically with clients or customers, you should...
be honest about the products or services your company offers
Once on the job, an employee may need to read for what reasons?
for background information, to locate specific data, to learn new procedures
Information in digital form
is in an electronic format
Lack of motivation or interest on the part of the receiver is a type of what?
internal communication barrier
What are the four goals of communication?
to obtain or share information, to build goodwill, to persuade, to build relationships and self-esteem
Sending and interpreting messages related to products, services, or activities of a company or an organization is
business communication


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