Chapter 10

Question 1

Voice

Answer 1

38%

Inflection, tone, pitch

Question 2

Words

Answer 2

Only make up 7% of what actually gets communicated

Question 3

Non verbal communication

Answer 3

55%

Facial expressions, body language

Question 4

Process of communication

Answer 4

1. decision to send message about
2. Encoding of the message
3. Channel through which the message is transmitted to receiver
4. decoding message by the receiver
5. Internal Response to the message

Question 5

Strategies

Answer 5

1. Direct
2. Empathy over sympathy
3. comfortable communication style -keep unique
4. positive approach
5. verbal language should match with non verbal language
6. Acknowledge greeting of others
7. Open door policy
8. Consistent

Question 6

Sandwich approach

Answer 6

Compliment 
-------------
Instruction to better themselves 
-------------
Positive statement

Question 7

Active listening

Answer 7

Ask questions
Paraphrase
Acknowledge and respond

Question 8

Receiving messages effectively

Answer 8

-supportive listening

Let them know you are with them and value their message

Question 9

Sender failure

Answer 9

Usually poorly transmitted

Question 10

Receiver failure

Answer 10

Failure to actively listen

Question 11

Types of communication

Answer 11

Assertive

Non assertive

Aggressive