Addressing your target audience based on your research and its needs should allow you to develop a ________ that will help you to better communicate as well.

• Research

• Specificity

• Needs

• Strategy

When defending ideas objectively, you say an opinion or propose an idea, know that there are some people who will not understand it. You need to:

• Be prepared

• Thank any critics

• Practice

• Control your body language

One of the 4 stages in the idea evaluation process is to have a

• Developing evaluation

• Personal evaluation

• Impact evaluation

• Outsource evaluation

When communicating with a Controller

• Get to the point, state what's in it for them and ask straightforward questions. Communicate confidently with a clear and concise message. Avoid the clutter and fluff.

• Show an interest in them, listen patiently and give them a good "feel" about your message or what you're asking them to do.

• Avoid small talk, present facts and data, provide details and the process you'll follow to service them.

• Show interest in them, be upbeat, tie their personal experiences to your message

While employees at all levels have good ideas for how to drive the business to greater success, management often seems to be hard of hearing. Why? Because most employees don’t know how to:

• articulate the problem well enough to identify its cause

• get the resources and support the need to resolve it

• ask others for ideas

• network for information

Individuals who are able to defend their ideas objectively usually are able to provide others with?

• Personal opinions

• Emotional information

• Logical evidence

• Unrelated statistics

To be able to explain and defend their ideas objectively to others, individuals usually need to have effective __________ skills.

• Computer

• Technical

• Verbal

• Reading

In order to be understood on the telephone, a business's employees should always...

• Speak from notes

• Use technical terms

• Enunciate clearly

• Speak rapidly

All calls coming into a business should end as pleasantly as possible in order to

• Get them off the phone quicly

• Make the best use of your time.

• Help you to get a good review.

• Leave a good last impression with callers.

Which of the following is NOT a tool that people use when participating in discussions:

• Stating your own opinion

• Attacking someone else's idea

• Suggesting a better way to do something

• Sharing a truthful statement