Communications

Question 1

a process in which a person, through the use of signs (natural, universal)/symbols (by human convention), __________ and/or __________, consciously or not consciously but ____________, conveys meaning to another in order to affect change.

Answer 1

verbally

non verbally

intentionally

Question 2

Communication

the process or act of __________ a
message from a __________ to a __________, through a channel and with the interference of noise.

A complex dynamic process of the exchange of meanings between people resulting in the establishment of a relationship

Answer 2

transmitting ; sender

receiver

Question 3

Components of communication

Input.
Sender.
_________ .
_________.
Receiver.
Output.
_________.
__________

Answer 3

Channel

Noise

Code

Feedback

Question 4

In the total communication process, majority is??

Answer 4

Listening then speaking then reading then writting

Question 5

Levels of communication

VERBAL
•Intra verbal: ________ of word and sound
•Extra verbal: ________ of words and phrases

Answer 5

intonation

implication

Question 6

Levels of communication

NON-VERBAL

Gestures
Postures
Movements

Answer 6

Okay

Question 7

Communication

7% WORDS: Words are only ______ and the listeners put ——————- on speakers words

38% PARALINGUISTIC: The ______ in which something is said - the ______, ______ and voice _________ is important to the listener.

55% BODY LANGUAGE: What a speaker _______ while delivering a message affects the listener’s understanding most.

Answer 7

labels; their own interpretation

way; accent; tone; modulation

looks like

Question 8

Types of body language
(PEOPLE)

___________ & ___________
◦

___________

◦

___________

◦

___________

◦

___________

◦
___________ OF ___________

Answer 8

P)OSTURES & GESTURES
◦
(E)YE CONTACT
◦
(O)RIENTATION
◦
(P)RESENTATION
◦
(L)OOKS
◦
(E)XPRESSIONS OF EMOTION
◦

Question 9

7 C’s of Communication?

Answer 9

CONSIDERATE
CONCRETE
CONCISE
COURTEOUS
CLEAR
COMPLETE
CORRECT

Question 10

DO’s in Communication

Use precise, memorable and powerful words
Support your words with __________
Give _______
_____ contact
Active _________
Paraphrase
KISS – _______________
Avoid ________
Appropriate facial expressions
Exhibit affirmative ________

Answer 10

visual aids
examples
Eye
listening
Keep it short and simple
interrupting
head nods

Question 11

DONT’s in Communication

Do not use ___________ terms and terminologies
Do not speak too _______ or too _______
Do not speak in inaudible surroundings as you wont be heard
Do not assume that _______ understands you
Do not _______ your patient (may have some rare exceptions to this rule).

Answer 11

technical ; fast ; slow

everybody

interrupt

Question 12

Barriers in communication (that have to do with the communicator)

Unwillingness to say things __________ Unwillingness to __________ to others differently
Unwillingness to learn _____ approaches Lack of __________
Lack of __________
Voice quality
Prejudice

Answer 12

differently ; relate

new ; Self-Confidence

Enthusiasm

Question 13

Barriers in communication (that have to do with the communicator)

Disagreement between ________ and ________ messages
Negative Self Image
Lack of ________
Lack of ________ and ________
Language and Vocabulary Level
Lack of Self Awareness

Answer 13

verbal and non-verbal messages

Feedback

Motivation ; Training

Question 14

Barriers in communication (that have to do with the receiver)

_______ Perception
Unwillingness to _______
Lack of _______ in the Topic/Subject _______ & Belief System
____________ System
Internal & external factors

Answer 14

Selective ; Change

Interest ; Prejudice

Personal Value

Question 15

External barriers in communication

Environment
•The _______
•The effect of ________
•_________ in the room

Other People
Time

Answer 15

venue

noise ; Temperature

Question 16

Listening is the _________ of the __________ of words and sentences by the brain.
This leads to __________ of facts and ideas.

Answer 16

absorption ; meaning

understanding

Question 17

Various Stages of listening

HF CARR

Answer 17

Hearing
Focusing on the message not the person
Comprehending and interpreting Analysing and evaluating
Responding
Remembering

Question 18

List the 3 techniques of listening

Answer 18

Paraphrase
Summarize
Question

Question 19

5 basic reasons we do not listen

Listening is ______ Work
Competition; ?_________!
The Rush for _______
________ differences (120 wpm v/s 360 wpm)
Lack of ________

Answer 19

Hard Work
phone!
Action
Speed
Training

Question 20

Types of Questions

List 2

Answer 20

CLOSE ENDED

OPEN ENDED

Question 21

Types of questions

CLOSE ENDED
Generally result in ____________ or other ______________ answers. They should be used only when you want ______, quick answers. Otherwise, they inhibit ___________.

OPEN ENDED
They invite an actual explanation for a response. Questions that begin with “____”, “______” and “_______” are open ended
questions.

Answer 21

short yes/no

one word ; precise

thought.

“how”, “what” and “why”