Office Communication and Procedures

Question 1

Feedback

Answer 1

when the receiver and sender reverse positions

Question 2

The channel

Answer 2

method used to convey the information (verbal, nonverbal, written, or electronic)

Question 3

effective observation

Answer 3

the ability to recognize and understand nonverbal communication, or the body language that reveals a great deal about an individual.

Question 4

Proxemics

Answer 4

the study of what people consider comfortable personal space.

Question 5

, you listen to a speaker and then repeat his or her message in your own words, without changing the meaning.

Answer 5

Paraphrase

Question 6

The five components of the communication process are the message, the sender, the ————- the receiver, and feedback.

Answer 6

Chanel

Question 7

When we communicate, we have ——————

that determine how we express and understand messages.

Answer 7

Reference points

Question 8

—————— is defined as the ability to recognize and understand nonverbal communication, or the body language that reveals a great deal about an individual.

Answer 8

Effective observation

Question 9

List five barriers to effective communication.

Answer 9

-Criticizing
-Name-calling
-Praising evaluatively
-Ordering
-Threatening
-Moralizing
“Bully” questioning. Asking questions that are often conversation stoppers because the response must be a forced yes or no. “Are you sorry you did it?” or “Well, weren’t you supposed to know that before you attended the meeting?” or “You mean you didn’t take the report with you?”
-Unwelcome advising
-Diverting attention
-Logical argumentation prematurely
-False reassuring

Question 10

Give four ways you can improve your oral communication skills.

Answer 10

• Listen to audio books
• Become good friends with your dictionary
• Think positively
• Listen attentively to those who speak correct, effective English