1
Q
What are the 3 elements of communication? What percentage is each of them used?
A
Visual - 55%
Verbal - 7%
Vocal - 38%
2
Q
Who created the 55-38-7 model of communication?
A
Prof. Albert Mehrabian
3
Q
What are the 5 elements of Vocal communication?
A
- Variety
- Quality
- Rate
- Volume
- Vocalized Pauses
4
Q
What are the 4 elements of Visual communication?
A
- Eye Contact
- Posture
- Gestures
- Facial Expressions
5
Q
What is Verbal communication?
A
The actual words that are spoken.
6
Q
What are 5 roadblocks of effective communication?
A
- Unfair Comparison
- Language Barriers
- Misunderstandings
- Lack of Listening
- Speech Impediment
7
Q
What are the 4 steps in the listening process?
A
- Paying Attention
- Attach Meaning
- Evaluate the Message
- Respond and Remember
8
Q
How can you show you are an active listener?
A
- Get involved verbally
- Get involved non verbally
- Get involved mentally
- Get involved physically
9
Q
List 3 tips to remember when communicating over the telephone.
A
- Smile - it improves vocal quality
- Sit up straight - keeps you more alert
- Use a low voice pitch - sounds more mature & authoritative
- Match the speaking rate of the caller
- Avoid extremes in volume - loud = pushy or rude
soft = timid or uncertain - Avoid marshin language - expressions like “uh-huh” “yeah” and sounds dull and indifferent
10
Q
When actively listening you should not…
A
Interrupt, prejudge, script-write, or react emotionally
