Ch 4: Communication Skills

Question 1

What are the different types of questions classified by amount and specificity of information

Answer 1

> Open-end questions (non directive): designed to allow the customers to respond freely. E.i. what happened when? how do you feel? describe the? (encouraged to disclose personal or business information)

> Closed-end questions: limit the customers responses to one or two words. E.i. do you? are you? how many? how often? (typically used to confirm or clarify information)

> Dichotomous questions (directive): allow the customer to select from two or more options. E.i. which do you prefer the x or the y?

Question 2

What are the different types of questions classified by strategic purpose

Answer 2

> probing questions: draws out more articulate and precise details, for use in needs discovery and solution identification.
E.i. can you share with me an example of that? how long have you been dealing with that situation? that is interesting, could you tell me more?

> evaluative questions: use open-end and close-end question formats to confirm and uncover attitudes, opinions, and preferences the prospect holds.
E.i. how do you feel about? what do you think? do you see the merits of?

> tactical questions: used to shift or redirect the topic of discussion when the conversation gets off course
E.i. earlier you mentioned that __. could you tell me more about how that might affect __.

> reactive questions: refer to or directly results from information previously provided by the other party.
E.i. you mentioned that __. could you give me an example of what you mean?

Question 3

What are the different types of listening

Answer 3

• social listening: an informal mode of listening associated with day-to-day conversation and entertainment
• serious listening: a form of listening that is associated with events or topics in which it is important to sort through, interpret, understand, and respond to received messages
• active listening: the cognitive process of actively sensing, interpreting, evaluating and responding to verbal and nonverbal messages. (concentration: required to break through distractions and other interferences. cognition: used to sort through and select relevant messages and interpret them)

Question 4

Define SIER and explain what it stands for?

Answer 4

A model that depicts active listening as a hierarchical, four step sequence of sensing, interpreting, evaluating and responding

Question 5

Explain sensing, interpreting, evaluating and responding

Answer 5

• sensing: sensing and receiving the verbal and nonverbal components of the message being sent
• interpreting: after the message is received, it must be correctly interpreted
• evaluating: the results from the interpretation stage are evaluated to sort fact from opinion and emotion
• responding: two-way communication requires that the listener responds to the sender by providing feedback

Question 6

Define nonverbal communication (pg 109)

Answer 6

The conscious and unconscious reactions, movements and utterances that people use in addition to the words and symbols associated with language.

For example;
- facial expressions and eye movements
- placement and movements of hands, arms, head and legs
- body posture and orientation
- proxemics (personal distance)
- variations in vocal characteristics
- nonverbal clusters

Question 7

What are the four preferred spatial zones

Answer 7

• intimate zone (0 to 2 ft)
• personal zone (2 to 4 ft)
• social zone (4 to 12 ft)
• public zone (beyond 12 ft)

Question 8

What are the common nonverbal clusters

Answer 8

Openness - openness, flexibility and sincerity > body posture is moving closer and leaning forward > movement of open hands and uncrossed arms and legs > eyes and facial expression of good eye contact and slight smile

Defensiveness - defensiveness, skepticism and apprehension > body posture is rigid > movement of clenched fists and crossed arms and legs > eyes and facial expression of minimal eye contact and glancing sideways

Evaluation - evaluation and consideration of message > body posture of leaning forward > movement of hand on cheek and stroking chin > eyes and facial expressions of a tilted head and dropping glasses to the tip of the nose

Deception - dishonesty and secretiveness > body posture of rocking back and forth > movement of fidgeting with objects and increased leg movements > eyes and facial expression of a forced smile and frequent gazes elsewhere

Readiness - dedication or commitment > body posture of sitting forward > movement of hands on hips, legs and crossed > eyes and facial expression of increased eye contact

Boredom - lack of interest and impatience > head in palm of hands and slouching > movement of tapping feet, drumming fingers and swinging foot > eyes and facial expression of poor eye contact and blank stares