101.03 Basic Comunication

Question 1

What is communication?

Answer 1

Every time you exchange ideas thoughts or feelings with someone you were communicating

Question 2

Nonverbal communication

Answer 2

Smiling

Appropriate posture extending a hand to greet

bold shoulders sloping body posture eye contact

Question 3

Smiling conveys what?

Answer 3

Universal sign of approval

Question 4

Appropriate posture

Extending hand to greet

Answer 4

Communicates self-confidence

Question 5

Bowed shoulders

Sloping body posture

Answer 5

Conveys uncertainty

Question 6

Eye contact

Answer 6

Universal sign of acknowledgement

Question 7

Elements of nonverbal communication

Answer 7

Facial expression: Gesture, look or aspect of the face

Eye contact: Direct gaze of two people looking into one another’s eyes

Gesture:Body movement or mannerism

Question 8

Facial Expression

Answer 8

Offer a genuine smile to everyone
Pay attention to what your expression is saying
Avoid negative facial expressions

Question 9

Eye contact

Answer 9

Make eye contact at start of conversation
Use eye contact throughout conversation
Avoid prolonged staring into another’s eyes
Avoid looking over the person’s shoulders

Question 10

Gesture

Answer 10

Use a firm steady handshake
Keep hands out of pockets; avoid fidgeting
Nod occasionally
Avoid negative gestures such a pointing

Question 11

Posture

Answer 11

Keep stomach in, chest out, shoulders back, head up, feet 6-8” apart
Stand or sit with a straight back
Avoid slouching
Lean forward to communicate

Question 12

Proximity

Answer 12

Avoid positioning yourself too closely

Avoid positioning yourself too far away

Question 13

Verbal communication: Three-step approach to speaking with clarity

Answer 13

Less is more
Get to the point
Focus on what’s important

Question 14

Clarity

Answer 14

Characterized by precision of body language and clearness in the voice.
Recommendations: Use proper enunciation avoid dropping the ends of words, or running words together
be specific with word choices
be prepared to speak; avoid muffled, hesitant speech
Avoid gum giggling clearing throat or nose

Question 15

Appropriate vocabulary: use of acceptable expressions terms in words

Answer 15

Use words that create a clear mental picture picture avoid common grammar mistakes don’t use derogatory profane or politically motivated expressions avoid slang or jargon

Question 16

Pitch: tone in frequency; high or low vocal tones

Answer 16

Use inflection; vary your tone of voice

match the tone of voice to what you intend to convey

Question 17

Rate: Tempo; the quickness or slowness of your speech

Answer 17

Vary the rate you speak

Speak slowly when explaining difficult concepts

Question 18

Force: Strength of volume; from soft to loud

Answer 18

Speak loud enough to be heard, but not too loud

Pay attention to factors such as room size and background noise

Question 19

Questioning: statements used to encourage a response from another person

Answer 19

Open ended:
response beyond a simple yes or no
Who what when where why and how

Closed and it
Usually answer with yes or no
Would , do, did, could, or may

Question 20

Grammar

Answer 20

If language is not used correctly:
Communication and understanding can be impaired
Could impact recognition as a professional

Question 21

Two way communication

Answer 21

Present and pleasant greeting greeting
Use tact
No the purpose and importance of your ideas
Be aware of your environment
Watch your overtones
Consult with others were necessary

Question 22

Listening elements of good listening habits

Answer 22

Focus attention: be aware and informed of what is going on around you

Respond: Acknowledge or clarify recognition

Question 23

Focus attention

Answer 23

Maintain open listening; avoid pre-judging
Be authentic; ask questions to show interest
Pay attention to nonverbal messages
Listen all the way to the end
Understand that listening is not waiting to speak
Recognize that listening requires intentions

Question 24

Repeat: verify communication by restating

Answer 24

Restate what you heard to verify message

Listen for details and repeat to gain accuracy

Question 25

Paraphrase: translate what you heard into your own

Answer 25

Show understanding by putting into your own words

Summarize meaning of what has been heard

Question 26

Question: expand, clarify and confirm your understanding by questioning

Answer 26

Ask open ended questions to gain information

Ask closed ended questions to verify understanding

Question 27

Nonverbal communication is sometimes called body language

Answer 27

True

Question 28

A smile is a universal sign of approval

Answer 28

True

Question 29

The direct gaze of two people looking into one another’s eyes is know as…

Answer 29

Eye contact

Question 30

The carriage, position, or stance of the body is know as…

Answer 30

Posture

Question 31

The nearness of another to one’s personal space is referred to as…

Answer 31

Proximity

Question 32

The tone or inflections of your voice, level and rate of speech all play an important role in…

Answer 32

Non verbal communication

Question 33

Open ended questions encourage a response beyond….

Answer 33

“Yes”

Question 34

Learning to say the proper thing without offending someone is known as…

Answer 34

Tact

Question 35

Use of a prompting comment such as “ tell me more” is an example of a listening element called…

Answer 35

Respond

Question 36

Restating what you heard to verify the message is an example of a listening element called….

Answer 36

Repeat