Verbal Communication
One form of verbal communication that is ~ not ~ face-to-face communication
- phone communicaiton
- video call
- voice message
- written communication
Define non-verbal communication
Sending and receiving messages without the use of words, both spoken and unspoken
- supervisor
- coworkers
-guests/customers
-subordinates
Define the term "communication barrier"
Something that prevents a message from being received as it was intended.
Give 3 instances when it would be appropriate to call in to work.
- illness/injury
- death in the family
- car trouble
True or false: writing a letter is a form of verbal communcation
True!
True or false: emailing is a form of non-verbal communication
False
50 point bonus: why is emailing not a form of non-verbal communication?
Define "feedback"
Delivery of information that serves to correct or evaluate an action or behavior.
Give 3 examples of tangible communication barriers.
- broken microphone
- broken phone
- bad phone connection
- broken camera
Define "subjective"
Interpretive meaning/not fact-based
Based on personal taste/feeling/experience
The literal meaning/factual meaning
not influenced by personal perception or emotion
Define "proxemics"
The use of physical space as a form of communication
List 3 functions of feedback.
-to inform
-to clarify behavior or messages
- to reinforce behavior
- to improve behavioral awareness
- to communicate opportunities for improvement
Define Jargon
List the sections of a professional email
- Subject line, greeting, body, closing, sign-off, signature
Name 3 things about a persons background that will influence how they communicate and view the world
- Age
- Gender
- Race/ethnicity
- socioeconomic status
- religion
Name 3 examples of non-verbal communication.
Eye contact/movement, physical space, vocal speed, vocal tone, volume, physical touch.
Bonus 50 points: Name the categories that those examples fit under (remember the -ics words)
What term is used to describe the process of listening to understand, and with removed judgment?
Active listening
Give 3 examples of intangible communication barriers
- emotional disconnect
- bias
- sensory overload/overwhelm
- semantics
- filtering
Describe "chain of command" and how it is used in the workplace
What is a "symbol" as it relates to verbal communication?
visuals that represent something else (letters,words, images)
Define active listening
Listening with removed judgment and the intent to understand the speaker.
Define "assertive" communication
Firm, but polite. Typically used in advocacy.
Give two ways silence is used in communication
- give listener space to process
- create emphesis
- to shut down communication
Scenario: you are in a performance review with your manager. In a discussion about your interactions with customers, your manager mentions that you could be friendlier and have had a couple comments from customers that you weren't very helpful. You start to feel defensive about these comments and feel yourself shutting down. What is an appropriate way to move forward in this situation.
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