Managing your Emotions
Yes or No: Is managing your emotions important?
Yes.
What is an informal communication setting?
Conversations with friends, family, teachers, etc.
What is Body Language?
Body Language is a range of nonverbal signals that you can use to communicate your feelings and intentions.
True or False: Should you take a deep breath when experiencing strong emotions?
True.
What is a formal communication setting?
Meetings and presentations.
What is the Verbal Communication and Non-Verbal Communication?
Verbal Communication is the use of words to communicate by speaking out loud using your voice, and Non-Verbal Communication is the use which beings deliver communication to others by your emotions, needs, intentions, attitudes, without using words.
True or False: I shouldn't consider other parties when I am experiencing strong emotions.
False.
When dealing with difficult customers, what do you do?
A) Argue with the customer
B) Remain calm and professional
C) Ignore what they have to say and not listen
Correct answer is B, remain calm and professional.
What is Communication?
Process of conveying information between two or more people.
What does it mean to manage your emotions?
The ability to experience and express emotions.
When should you return calls and emails? And what if the request is time sensitive?
Within 24 hours and if it's time sensitive you should complete as soon as possible.
When you slouch in your chain, what is that and is it professional or unprofessional?
It is Body Movement/Posture and it is unprofessional.
Which Step(s) of Managing your Emotions is NOT correct?
A) Rationalize and deny.
B) Identify what you are feeling.
C) Accept the emotion.
D) Decline the emotion.
The correct answer is A and D, (A) rationalize and deny and (D) decline the emotion.
List the 5 Components of Communication in order
Sender, Message, Channel, Receiver, and Feedback.
What are all 5 body languages?
Facial expression, tone of voice, body movement/posture, gestures and eye contact.