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CCM Review Course > Interpersonal Skills > Flashcards

Interpersonal Skills Flashcards

1
Q

What are the three types of business communication?

A
  • Downward communication
  • Upward communication
  • Lateral communication
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2
Q

Define downward communication.

A

The passing of information from a club’s higher levels to its lower levels.

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3
Q

Define upward communication.

A

The passing of information from a club’s lower levels to its higher levels.

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4
Q

Define lateral communication.

A

The passing of information between persons at the same level in the club.

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5
Q

What are linking pins in communication?

A

Club managers and employees are joined together in a network of communication linking pins.

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6
Q

What is the sender-receiver model of communication?

A

Involves thoughts/feelings, encoding, message transmission, decoding, and feedback.

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7
Q

True or False: We communicate chiefly with words.

A

False

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8
Q

List three communication barriers.

A
  • Distractions
  • Differences in background
  • Poor timing
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9
Q

What is the halo effect in communication?

A

Favoring someone for one positive characteristic while overlooking other traits.

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10
Q

What is the pitchfork effect?

A

Disliking someone due to a single negative characteristic.

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11
Q

What are the three parts of a presentation?

A
  • Introduction
  • Main body
  • Conclusion
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12
Q

What should the introduction of a presentation include?

A
  • Relate information to the audience
  • Explain your competency
  • Capture the audience’s attention
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13
Q

What is an effective way to present information in the main body of a presentation?

A

Present information in logical order with points supporting the presentation’s intent.

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14
Q

What are some delivery tips for presentations?

A
  • Maintain good posture
  • Use eye contact
  • Employ appropriate gestures
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15
Q

What distinguishes listening from hearing?

A

Listening is an active process that involves engagement and understanding.

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16
Q

List the four stages of active listening.

A
  • Focusing
  • Interpreting
  • Evaluating
  • Responding
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17
Q

What is mirroring in active listening?

A

Restating some of the speaker’s key words to show interest.

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18
Q

What role does body language play in communication?

A

It conveys attitudes and feelings beyond just words.

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19
Q

What does avoiding eye contact typically indicate?

A

Cold, evasive, indifferent, insecure, or passive feelings.

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20
Q

True or False: Facial expressions are always reliable indicators of feelings.

A

False

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21
Q

What is the purpose of writing outlines?

A

To organize thoughts and present information logically.

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22
Q

Define active language in writing.

A

Using the subject to perform the action rather than being acted upon.

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23
Q

What is the inverted pyramid structure in writing?

A

Presenting the most important information first, followed by less important details.

24
Q

List three poor listening habits.

A
  • Allowing your mind to wander
  • Focusing on one word at the expense of the whole message
  • Tuning out difficult or dull messages
25
Q

What is the importance of visual aids in presentations?

A

They can summarize information better than words on a screen.

26
Q

What should be included in the conclusion of a presentation?

A

Summarize information presented and request action if applicable.

27
Q

What are some examples of nonverbal messages?

A
  • Making direct eye contact - Friendly
  • Avoiding eye contact - Cold
  • Smiling - Contented
28
Q

What do crossed arms typically indicate?

A

Anxiety or disagreement.

29
Q

What factors can affect writing clarity?

A
  • Clear and organized thinking
  • Use of simple words and short sentences
30
Q

What is self-disclosure in active listening?

A

Indicating how a listener feels about what has been said.

31
Q

What should club managers do to improve their writing skills?

A

Read the work of others.

32
Q

What is the significance of planning your writing?

A

It ensures effective communication of written messages.

33
Q

What is a topic sentence?

A

A sentence that delivers clear information to drive the rest of the paragraph.

34
Q

How should sentences be structured for better readability?

A

Use short sentences and alternate long sentences with short ones.

35
Q

What is the recommended maximum length for sentences?

A

No more than three typed lines.

36
Q

What should each paragraph contain to support the topic sentence?

A

Details or back-up material.

37
Q

What is the first step in the writing process?

A

Write the content; then edit.

38
Q

What should be done if the written work is important?

A

Ask another person to do a careful edit after you.

39
Q

What is the primary purpose of a memo?

A

To convey information clearly, concisely, and to the point.

40
Q

What should be included in a document checklist?

A

Organizational structure, reader consideration, objectives, outlines, logical order, and clarity.

41
Q

What does conciseness in writing involve?

A

Using active verbs and strong, specific words.

42
Q

What is a crucial aspect of e-mail communication?

A

E-mails are not private and can be retrieved even after deletion.

43
Q

What should the subject line of an e-mail convey?

A

A short, specific identification of the message’s topic.

44
Q

When should you reply to e-mails?

A

As soon as possible, preferably within twenty-four hours.

45
Q

What is one characteristic of effective managers?

A

They are effective communicators and better leaders.

46
Q

What can hinder inter-departmental communication?

A

Personal conflicts between managers and lack of standard operating procedures.

47
Q

What are cross-functional teams used for?

A

To address issues that may impact multiple departments.

48
Q

What are the three possible outcomes of negotiations?

A
  • An agreement is reached. * Negotiation continues in the future. * Parties agree to disagree.
49
Q

What is a key element of formal negotiation preparation?

A

Find out as much as possible about the situation.

50
Q

What should be included in the follow-up after a negotiation?

A

A written summary of the negotiation session.

51
Q

What should social media marketing achieve?

A

Personalization of marketing efforts.

52
Q

What are the contents of a basic board agenda?

A
  • Welcome * Approve minutes * Committee reports * Meeting topics * Next meeting * Meeting close
53
Q

What should board minutes record?

A

What was decided, accomplished, and agreed upon with applicable responsibilities.

54
Q

What essential details should board minutes include?

A
  • Date * Time * Name of chair * Approval of previous minutes * Main topics * Conclusion * Resolutions
55
Q

What should be noted about main motions in board minutes?

A

Who made the motions and the number of yes/no votes.

56
Q

What is the role of the board secretary regarding minutes?

A

Include their signature and submit completed minutes in the required format.

CCM Review Course (11 decks)

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