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Communications Flashcards

1
Q

Describe the communication model

A

Context overall
Noise interference

Message and feedback loop between sender (encoder) and receiver (decoder)
Channel in the middle

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2
Q

Four ways people communicate

A
  1. Listening
  2. Talking
  3. Reading.
  4. Writing.
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3
Q

When to talk and not write

A

Want Immediate feedback
Simple message
No permanent record needed
Assemble audience
Encourage interaction to reach a decision

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4
Q

Nonverbal communication can be

A
  1. Used to complement what is said.
  2. Augment a verbal expression.
  3. Regulate or control the flow of conversation.
  4. Used to relieve tension.
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5
Q

Four points for a business letters with technical information

A
  1. Headings to organize and label.
  2. White space to divide data for easy viewing.
  3. Summarize your report.
  4. Specify conclusions and recommendations.
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6
Q

Four points to responding to an inquiry

A
  1. Answer questions in the same order.
  2. Refer to questions to clarify which ones you were answering.
  3. Be as complete as possible.
  4. Refer to additional sources
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7
Q

Business writing tone points

A
  1. Brief with necessary information.
  2. Friendly but efficient.
  3. Show interest in client concerns.
  4. Helpful and friendly.
  5. Write as you would speak.
  6. No slang or bad grammar.
  7. Conversational style.
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8
Q

What is the executive summary also called?

A

Bottom line

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9
Q

Describe executive summary

A

First thing audience will read
Written last

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10
Q

Beginning middle and end of the report (clients perspective)

A

Beginning= executive summary
Middle = introduction
End= conclusions and recommendations

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11
Q

How should you start the main part of your report?

A

By introducing your audience to your topic (brief introduction to the property)

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12
Q

What is the main part of a report?

A

Introduction (middle)

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13
Q

What is the second part of the introduction?

A

(Body of report)
All the inspection items

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14
Q

In what order should you write a report?

A

Introduction (middle)
Conclusions and recommendations (end)
Executive summary (end)

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15
Q

Seven tips to make your inspection reports stand out.

A
  1. Purpose. What will it accomplish?
  2. Write to your readers. Who is your audience?
  3. Orderly manner. Inspect, write, summarize.
  4. Length matters. Cover your topic, then quit.
  5. Flow logically from start to finish.
  6. Appearance matters.
  7. Review and revise
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16
Q

Contents of a report

A
  1. Letter of transmittal.
  2. Table of contents.
  3. Summary.
  4. Body. (Roof, exterior, etc)
  5. Concluding remarks.
  6. Attachments.
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17
Q

What attachments should you send in a report

A

Glossary
Contract
Standards of inspection
Reference documents

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18
Q

Merits of oral communication

A

Saves time
More forceful
Meaning is conveyed
Immediate feedback
Immediate clarification
Promotes informal communication
More effective with groups
Better for conveying feelings and emotions

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19
Q

Limitations of oral communication

A

Distance is a hurdle
Unsuitable for lengthy messages
iMessage cannot be retained for long
Word once uttered cannot be taken back
Hard to control pitch, and tone
Demands thinking, coherently as one speaks
May lead to misunderstandings
Message chains

20
Q

Essentials of effective oral

A

Pronunciation
Brevity (proper exact words)
Precision
Conviction
Logical sequence
Appropriate word choice
Avoid hackneyed phrases (insignificant) and clichés and jargon
Natural voice
Finding the right register

21
Q

How to overcome communication barriers

A
  1. Listen.
  2. Watch
  3. Repeat for clarification.
  4. Minimize distractions.
  5. Be open minded.
  6. Correct channel and medium
22
Q

What are the four types of effective listening skills?

A
  1. Content listening -to understand.
  2. Critical, listening -to evaluate
  3. Empathetic, listening -do you understand feelings, needs and wants
  4. Active listening -helping resolve.
23
Q

Five effective listening categories

A
  1. Attending. (mental sorting.)
  2. Understanding. (decoding)
  3. Evaluating. (critically analyzing)
  4. Remembering. (retaining.)
  5. Responding appropriately.
24
Q

Effective two way communication skills

A
  1. Empathizing.
  2. Clarify
  3. Describing feelings.
  4. Assertiveness.
25
Q

How to empathize

A

Receive the situation through the other persons eyes.
Concentrate
Adopt an attitude of caring
Imagine how youd feel
Speculate on persons, emotional state
Respond with sensitivity

26
Q

How to clarify?

A

Questioning.
1. Specific
2. Sensitivity.
3. Open ended or closed questions.

Paraphrasing
1. Confirm that you were both on the same page
2. Help responses by showing support

27
Q

Why people aren’t assertive

A

Fear of reprisal
Insecurity about knowledge or expertise
Question, self-worth
Belief that it’s not worth the time or effort
Acceptance of the explanation given
Cultural considerations

28
Q

Types of oral communication

A

Face-to-face
Video conferencing
Telephone
Interviews
Group discussion
Presentations
Grapevine

29
Q

5 Report mistakes

A
  1. Report noise.
  2. Poor explanation of limitations
  3. Recommendation noise
  4. Technical jargon
  5. Not reporting to clients preferences
30
Q

What are important to clients when reading reports

A

Why it is important
Prioritize
Headings help
Tell me what to do
Executive summary
Cost estimates

31
Q

How many times should you tell someone something?

A

Three times
1. Executive summary.
2. Body or middle (introduction)
3. Conclusion and recommendations.

32
Q

Describe determining the purpose of a report

A

Are you writing this report to persuade or inform?
Will it project into the future or review the past ?
We inform clients about the condition at the time of inspection
We are not trying to persuade the client to do anything or speculating how the property got to the state we are describing
We do not predict what might happen

33
Q

Describe writing to your readers

A

Who are your clients?
Experienced or inexperienced ?
Cultural differences?

34
Q

Describe proceeding in an orderly manner

A

The last thing you write will likely be the first thing your audience reads

35
Q

Explain why the length of a report matters

A

Should be long enough just to accomplish its purpose
Anticipate questions and objections and provide responses

36
Q

Describe flowing logically

A

Your first point should naturally flow into the second and so on. Think of the report as telling a story.

37
Q

Describe appearance on reports

A

Liberal use of headers and sub headers
White space
Colour only if it needs to be there
Visuals for emphasis, but not as filler

38
Q

Describe review and revise

A

Once everything is written review and revise it again.

39
Q

What does HILR stand for?

A

Home Inspector Licensing Regulation

40
Q

What needs to be in the report according to the HLIR

A
  1. In writing
  2. Opinion, on the condition of each of the things that the contract requires inspector to inspect.
  3. Identifies any of those things that the license he recommends the consumer obtain expert advice for.
  4. Report specifies what is not covered by the home inspection
  5. Consumers name and address.
  6. Licensee’s name, and licensee business name.
  7. Business address or mailing address.
  8. License number, telephone number, fax, email.
  9. Address of property inspected
  10. Date of home inspection.
41
Q

This is the absolute minimum of home inspection

A

Written report. We should be debriefing as well.

42
Q

What is a letter of transmittal?

A

The transmittal letter provides the recipient with a specific context in which to place the larger document and simultaneously gives the sender a permanent record of having sent the material.

43
Q

Should you say the term no visible evidence?

A

No. Say I observed in the past tense

44
Q

Five steps for dealing with complaints

A
  1. Don’t react.
  2. Disarm them with empathy.
  3. Reframe argument.
  4. Make it easy to say yes.
  5. Make it hard to say no
45
Q

What is the fourth and fifth step in writing a report?

A

Comprehension check
Then answer questions

46
Q

What is brevity

A

concise and exact use of words in writing or speech.

47
Q

What is a hackneyed phrase

A

(of a phrase or idea) lacking significance through having been overused

Home Inspection (13 decks)

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