exam prep Flashcards
What does F2F communication involve?
Oral communication, listening skills, and non-verbal communication
What are some advantages of face-to-face communication?
- Expressive (voice + body language)
- Avoid misunderstandings
- Immediate feedback
- Possibility to correct messages
- Listener’s reaction is visible
What is included in the vocal toolbox?
- Timber
- Prosody
- Pace/rate
- Pitch
- Volume
What percentage of listening is done efficiently?
25%
What are some consequences of poor listening skills in business?
- Rewriting of messages
- Rescheduling of appointments
- Costly in terms of financial or personal resources
What are techniques to improve listening skills?
- Establish receptive mindset
- Listen for the main points
- Judge ideas but not appearances
- Provide feedback (paraphrasing, clarifying)
What is non-verbal communication?
Communication without words, such as body language, appearance, and territory
What should you do when planning a phone call?
Take notes and use a 3-point introduction
What are the three components of a 3-point introduction for a phone call?
- Greet the other person by name
- State your own name
- State the purpose of the call
What percentage of meetings are unproductive?
1/3
What are the phases of effective meeting communication?
- Preparation
- Execution
- After meeting housekeeping
What is the purpose of the ‘parking lot’ in meetings?
To ensure off-topic discussions do not occur
What are the two types of business presentations?
- Informative
- Persuasive
What are examples of informative speeches/presentations?
- Reports
- Briefings
- Instructions
What are examples of persuasive speeches/presentations?
- Proposals
- Selling
- Promoting
What are the three parts of rhetoric and persuasive appeals?
- Ethos
- Pathos
- Logos
What does the Elaboration Likelihood Model (ELM) emphasize?
Taking the central information processing route
What are the steps in planning a business message?
- Prewriting (25%)
- Writing (25%)
- Revising (50%)
What is the primary audience in business message planning?
The person you want to read it
What is the purpose of an email in business communication?
To summarize the most important results of face-to-face meetings
What characterizes letters in business communication?
More formal and various types
What are the key features of memos?
- Short and to the point
- Used for immediate importance
- No greeting, closing, or signature
What is essential when delivering a negative message?
To provide the reason in a sensitive manner
What is the difference between direct and indirect negative messages?
- Direct: bad news, reason, pleasant
- Indirect: more subtle approach
