Communication Skills Flashcards

1
Q

sources that provide relevant, valid written material

A

academic journals, books, magazines, newspapers, websites, and other online sources

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2
Q

analyze company resources to ascertain policies and procedures

A

-company’s website, employee handbook, and any other documents
-ensures all employees following the same guidelines
-ensures company is compliant with any applicable laws and regulations

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3
Q

communication techniques that support and encourage a speaker

A

-active listening
-providing positive feedback
-asking open-ended questions

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4
Q

demonstrate active listening skills

A

-listening carefully, then giving feedback about what you understood
-watching verbal and non verbal cues
-look engaged

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5
Q

nature of effective verbal communications

A

-speaker is aware of audience, context of the conversation, and language they are using
-listen to the other person and respond appropriately
-includes speaking AND writing!

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6
Q

provide legitimate responses to inquiries

A

-customer service standard
-customer service representatives must be knowledgeable and provide accurate information to customers timely
-courteous and professional
-provide solutions and follow up

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7
Q

informational message

A

provide the reader with the necessary information to make an informed decision or take the necessary action

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8
Q

inquiry

A

ensure that all questions are addressed before making a decision or taking action

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9
Q

digital communications exposes business to risk

A

-potential for data breaches, phishing attacks, and malware infections
-spread misinformation
-spread confidential information
-facilitate fraud and other criminal activities

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10
Q

infographics

A

present data in a visually appealing way

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11
Q

heat-maps

A

show the relative importance of different data points

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12
Q

dynamic model outputs

A

-show how data changes over time
-identify trends and patterns

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13
Q

impact of a person’s social media brand on the achievement of organizational objectives

A

-use to create touchpoints and improve public image
-allows a person to connect with customers and advertise more effectively

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14
Q

distinguish between using social media for business and personal purposes

A

-business: promote company’s offerings, connect with customers, brand awareness, follow legal laws like copyright
-personal: connect with friends/family, express opinions, share personal stuff

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15
Q

channels for workplace communication

A

email, phone, text, or in-person meetings

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