What is an issue of someone who has too little self-confidence?
people question why they should believe you
Most Americans appreciate personal space of? (inches to feet)
18 inches to 4 feet
What are external barriers?
lighting, heat, cold, noise, seating, document appearance, closed communication, etc.
Lack of motivation or interest on the part of the receiver is a type of what?
internal communication barrier
Sending and interpreting messages related to products, services, or activities of a company or an organization is
business communication
Trying to understand the speaker’s point of view, attitudes, or emotions is...
emphatic listening
Give an example of cultural differences that can be communication barriers.
language, body language, personal space
What are the four roles of nonverbal communication?
Reinforce, Contradict, Substitute, or Regulate a message
This part of the conversation is when the sender and receiver may briefly restate what has been discussed in the conversation.
summary
Information in digital form
is in an electronic format
What are examples of confidential information?
patient health records, employee salaries, computer passwords, social security number, etc.
What are characteristics of a person who has a professional attitude?
refrains from making judgements about others, keeps an open mind, dose not make assumptions or jumps to conclusions, keeps emotions in check, etc.
When using email for customer contact, in the message you should...
state the purpose of the message clearly
When taking a phone message, what four parts are included?
Name and company of the caller, date and time, phone number of the caller, the message
What involves performing activities to ensure customer satisfaction?
Customer service
When using the three-part greeting, what is the best way to answer a business call?
Greeting, name of company/department, your name
What are examples of unethical communication or behavior?
Telling other students another student's class grade, giving a bank receipt to the wrong customer, using an office computer to shop during work hours, etc.
Once on the job, an employee may need to read for what reasons?
for background information, to locate specific data, to learn new procedures