Communication Process
Who is responsible for creating and sending the message in the communication process?
Who is the Sender?
Which one happens naturally without conscious effort?
What is hearing?
Name one communication barrier.
Poor listening
Language differences
Noise
Assumptions
Emotions
Which level of listening is the highest?
what is empathic listening
What is the first step in active listening?
what is pay attention
What part of the communication process confirms whether the message was understood?
what is feedback?
True or False:
Listening and hearing mean the same thing.
What communication barrier occurs when someone interrupts before the speaker finishes?
what is poor listening
At which level does a person only hear parts of the conversation?
what is selective listening
Name one way to show you are listening.
Eye contact
Nodding
Appropriate facial expressions
Verbal acknowledgements
The process of converting thoughts into words, gestures, or symbols is called ________.
What is Encoding?
Listening requires understanding, attention and ________.
what is Feedback (or interpretation)
A customer cannot hear the employee because construction is taking place nearby.
What type of barrier is this?
what is Physical (Environmental) barrier
At which level does a person pretend to listen but is mentally elsewhere?
what is pretend listening
Why should employees avoid interrupting customers?
To allow customers to fully explain their concerns.
Name any two communication channels.
A customer explains a complaint while the employee is thinking about lunch.
Is the employee hearing or listening?
what is hearing?
True or False:
Strong emotions can affect communication.
what is true
What level describes giving the speaker full attention and understanding the facts?
Attentive Listening
Complete this sentence:
"So what I hear you saying is..."
This is an example of ________.
what is Paraphrasing (Clarifying)
Arrange these in the correct order:
Feedback
Sender
Receiver
Message
Encoding
Decoding
What is Sender
Encoding
Message
Receiver
Decoding
Feedback
Give two differences between hearing and listening.
Hearing is passive.
Listening is active.
Hearing involves sound.
Listening involves understanding.
A customer does not understand technical words used by the employee.
What communication barrier occurred?
what is language barrier
Arrange these from lowest to highest level.
Ignoring
Empathic
Pretend
Attentive
Selective
Ignoring
Pretend
Selective
Attentive
Empathic
Name all five steps of Active Listening.