Feedback / Active Listening
True or False: Looking at your phone while someone is talking is an active listening strategy.
False. Looking at your phone communicates that you are not listening.
True or False: Facts are more important that opinions in the workplace.
True. When communication breaks down, stick to the facts.
True or False: You should include all the information from a reading when you make a graphic organizer.
False (only the important information)
How should you start each step in a set of instructions? (what kind of word)
a verb / action word
What are two things an active listener does?
pays attention, repeats what you said, asks questions (other answers may be possible)
When dealing with a customer's complaint, it is important to ___________ carefully.
listen
What is the purpose of active reading strategies?
to understand a reading better
What does PACT stand for?
Purpose, Audience, Context, Tone
What could a slumping posture communicate?
tired, lazy, not confident (other answers may be possible)
What is the best communication channel for difficult messages? (eg. email, text message, face to face)
face to face
YAY!
What should you avoid in a professional email?
(any of the following) abbreviations, all caps, informal tone (eg. Hey dude!)
What are three types of visual feedback?
facial expression, gestures, posture, body language (any 3, other answers may be possible)
What is jargon and why should you avoid it?
jargon = specialized language for a particular field
people in other areas / specializations may not understand
Other than information, what does a graphic organizer show?
the relationship between the pieces of information
Describe a good email subject line in 3 words.
clear, brief, specific
What are three types of auditory nonverbal feedback?
pitch, tone, volume
What should you do when dealing with a customer complaint?
stay calm, avoid blaming the customer, provide a solution (other answers may be possible)
What are three steps in active reading?
highlight / annotate, graphic organizer, summary
Name 3 common sections of a set of instructions.
introduction, caution/warning notice, technical background, equipment and supplies, the steps / procedure, conclusion (any 3)