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Communication Skills - MCM 301

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Communication Skills - MCM 301

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Questions and Answers

What is the term for the normal pitch of a speaker's voice?

Normal Pitch

An effective speaker should use a consistently slow rate of speech.

False (B)

What are 3 barriers to communication?

Over-communication (correct)
Conflicting Information (correct)
Language Differences (correct)
Misunderstanding of Words (correct)
All of the above

What are the four stages of development for a group?

<p>Forming, Storming, Norming, Performing</p> Signup and view all the answers

What does the abbreviation Q & A stand for?

<p>Question and Answer</p> Signup and view all the answers

An effective speaker must focus on listening well.

<p>True (A)</p> Signup and view all the answers

What are the three types of responses to an objection?

<p>Agree, Re-approach, Arbitrate</p> Signup and view all the answers

The first step in planning a good-news letter is to use a fast-start opening.

<p>True (A)</p> Signup and view all the answers

When should you use the indirect approach when writing a bad-news letter?

<p>When the reader may be emotionally involved</p> Signup and view all the answers

What are the five planning steps to a persuasive message?

<p>Analyze your purpose, Analyze your audience, Establish your credibility, Strive for high ethical standards, Developing Persuasive Messages</p> Signup and view all the answers

What are some of the tools of persuasive writing?

<p>Framing your arguments (A), Balancing emotional and logical appeals (B), Reinforcing your position (C), Dealing with resistance (D), All of the above (E)</p> Signup and view all the answers

What is the first step in writing a persuasive message?

<p>Get your reader’s attention.</p> Signup and view all the answers

You should always use the direct approach to writing a bad-news letter.

<p>False (B)</p> Signup and view all the answers

What are the four types of buffers you can use when writing a bad-news message?

<p>Agreement, Appreciation, Cooperation, Fairness, Praise, Understanding, Good news</p> Signup and view all the answers

What three steps can a speaker use to remain in control of a presentation when a disruption arises?

<p>Remain Calm, Take Action, Be Flexible</p> Signup and view all the answers

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Flashcards

Hearing

The act of sensing sounds, mainly spoken words in human communication.

Listening

The conscious, active process of eliciting information, ideas, attitudes, and emotions in interpersonal, oral exchange for the purpose of increasing the listener’s capacity or planning and decision-making.

Active Listening

A special kind of listening where you send back to the speaker what you think they meant, both in content and feelings.

Protective Listening

When listeners unconsciously tune out certain kinds of stimuli, often due to negative or hostile expressions.

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Partial Listening

Listening where you respond to some stimuli while ignoring others, missing important facts and points.

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Preferential Listening

Listening that is affected by a listener's beliefs, interests, or emotions, often distorting the speaker's meaning.

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Critical Listening

Listening that focuses on critically analyzing and evaluating the speaker's message, often looking for biases or propaganda.

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Empathetic Listening

Listening where you try to demonstrate empathy for the speaker, understanding their feelings and perspectives.

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Receiving/Hearing

The automatic psychological process of receiving aural stimuli, where sound waves are perceived by the ear and translated into neurological impulses.

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Filtering

The process of interpreting and assigning meaning to the sounds or symbols you hear, based on your unique experiences and knowledge.

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Understanding

The stage where you understand what the speaker means, comprehending their message and grasping their intended meaning.

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Remembering

The process of retaining messages for a period of time, recognizing that memory is reconstructive and not reproductive.

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Evaluating

Judging the messages received in some way, analyzing the speaker's motives, credibility, and the soundness of their reasoning.

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Responding

The final stage of listening where you respond to the speaker, both verbally and nonverbally, indicating your level of understanding and engagement.

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Communication

An exchange of information and ideas from one person to another, involving a sender transmitting an idea to a receiver.

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Sender

The source of the communication, initiates the message by encoding the idea into words or symbols.

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Receiver

The receiver of the communication, decodes the message and interprets the meaning of the words and symbols.

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Message

The actual physical product of the source's encoding, conveyed through words, written symbols, gestures, or other forms of expression.

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Channel

The medium through which the message is transmitted from the sender to the receiver, such as speech, writing, visual aids, or technology.

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Noise

Anything that hinders communication, such as a noisy environment, ambiguous symbols, interruptions, or inattention.

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Communication Process

The process where the source encodes the idea into a message, which is then transmitted through a channel to the receiver who decodes it.

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Feedback

The receiver's response to the sender's message, indicating their understanding and allowing the sender to adjust their message.

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Intrapersonal Communication

Communication that occurs within a single person, involving internal thoughts, feelings, and self-talk.

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Interpersonal Communication

Communication that occurs between two or a few people, involving face-to-face interactions, conversations, and dialogues.

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Mediated Communication

Communication that uses an intermediate means for carrying messages, such as the telephone, letter, or email.

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Person-to-Group Communication

Communication that involves one speaker and an audience, such as a presentation or a lecture.

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Mass Communication

Communication that involves sending messages to large, public, diverse audiences, often through mass media like newspapers, radio, or television.

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Internal Communication

Communication that occurs within an organization, including downward, upward, and lateral communication.

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External Communication

Communication that occurs between an organization and external publics, such as customers, suppliers, or the media.

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Study Notes

Communication Skills - MCM 301

Course covers 45 lessons
Topics include communication, levels of communication, interpersonal communication, communication in organizations, listening, nonverbal communication, barriers, speech, and written communication
Table of Contents lists page numbers for each lesson
Additional lessons on writing resumes, and an overview are included.

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Communication Skills - MCM 301 Handouts (PDF)

Description

This quiz covers essential topics in communication skills, including interpersonal communication, nonverbal cues, and communication in organizations. It also addresses barriers to effective communication and provides insights into both verbal and written communication strategies. Prepare to test your knowledge across 45 detailed lessons.

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