Improving Communication

Question 1

What are the 3 elements of communication? What percentage is each of them used?

Answer 1

Visual - 55%
Verbal - 7%
Vocal - 38%

Question 2

Who created the 55-38-7 model of communication?

Answer 2

Prof. Albert Mehrabian

Question 3

What are the 5 elements of Vocal communication?

Answer 3

1. Variety
2. Quality
3. Rate
4. Volume
5. Vocalized Pauses

Question 4

What are the 4 elements of Visual communication?

Answer 4

1. Eye Contact
2. Posture
3. Gestures
4. Facial Expressions

Question 5

What is Verbal communication?

Answer 5

The actual words that are spoken.

Question 6

What are 5 roadblocks of effective communication?

Answer 6

1. Unfair Comparison
2. Language Barriers
3. Misunderstandings
4. Lack of Listening
5. Speech Impediment

Question 7

What are the 4 steps in the listening process?

Answer 7

1. Paying Attention
2. Attach Meaning
3. Evaluate the Message
4. Respond and Remember

Question 8

How can you show you are an active listener?

Answer 8

1. Get involved verbally
2. Get involved non verbally
3. Get involved mentally
4. Get involved physically

Question 9

List 3 tips to remember when communicating over the telephone.

Answer 9

1. Smile - it improves vocal quality
2. Sit up straight - keeps you more alert
3. Use a low voice pitch - sounds more mature & authoritative
4. Match the speaking rate of the caller
5. Avoid extremes in volume - loud = pushy or rude
   soft = timid or uncertain
6. Avoid marshin language - expressions like “uh-huh” “yeah” and sounds dull and indifferent

Question 10

When actively listening you should not…

Answer 10

Interrupt, prejudge, script-write, or react emotionally