9 Questions
Què és la comunicació interpersonal?
Un procés complex i essencial per a la vida humana i l'ordre social
Què és la comunicació?
Un procés d'intercanvi continu de pensaments entre dues persones
Quina és la principal eina per al servei al client en les organitzacions?
La comunicació
Què implica la comunicació?
La codificació i descodificació de missatges entre un emissor i un receptor
Per què és crucial el feedback en la comunicació?
Per assegurar que el missatge ha estat entès
Quants són els estats lògics en la transmissió d'un missatge?
Set
Per què pot ser distorsionada o incompleta la comunicació?
Totes les anteriors
Què es requereix per a una bona comunicació?
Un llenguatge comú i comprensió, l'absència de distraccions i un missatge seguit d'una resposta
Qui té la responsabilitat de fer-se entendre en la comunicació?
La persona que envia el missatge
Study Notes
- Interpersonal communication is complex and essential for human life and social order.
- Communication is a continuous process of exchanging and sharing thoughts between two people.
- Communication is the main tool for customer service in organizations.
- Communication involves encoding and decoding messages between an emitter and a receiver.
- Feedback is crucial in communication to ensure that the message has been understood.
- There are seven logical stages in the transmission of a message.
- Communication can be distorted or incomplete due to information overload, external events, or misinterpretation.
- Good communication requires a common language and understanding, the absence of distractions, and a message followed by a response.
- The responsibility for making oneself understood lies with the person communicating.
- The process of communication is based on the person communicating and their intention and desired outcome.
- Communication is affected by personal frames of reference and perceptions of others.
- There are three types of communication: incidental, consumptive, and instrumental.
- The goal of intentional communication is to modify the knowledge, skills, or behavior of the receiver.
- Feedback from the receiver is necessary for effective communication.
- There are verbal and non-verbal ways to provide feedback.
- The sender should respond to feedback immediately to ensure full communication.
- Active listening is necessary for quality customer service.
- Active listening involves receiving the message, maintaining appropriate physical and mental attitudes, and asking appropriate questions.
- Communication barriers can be overcome by preparing the message, understanding non-verbal cues, and summarizing the message.
- Attitudinal requirements for effective listening include empathy and understanding of client expectations.
- Active listening is important in customer service to avoid misunderstandings and project professionalism.
- Techniques for active listening include creating a pleasant atmosphere, being prepared, avoiding distractions, summarizing ideas, and asking questions.
- The 10 rules of active listening include focusing on ideas, evaluating content, listening optimistically, avoiding quick conclusions and judgments, concentrating, and maintaining an open mind.
Test your knowledge of communication with our quiz! From the basics of encoding and decoding messages to techniques for active listening, this quiz covers a wide range of topics. Discover the importance of feedback, overcome communication barriers, and learn the attitudinal requirements for effective listening in customer service. With catchy titles and descriptions for each question, this quiz will keep you engaged and help you improve your communication skills. Take the quiz now and see how much you know about interpersonal communication!
Make Your Own Quizzes and Flashcards
Convert your notes into interactive study material.
Get started for free
