Effective Communication

In summary, what is effective communication?

• Vague and lengthy exchange of information
• Misleading and confusing exchange of information
• Incomplete and inaccurate exchange of information
• Clear and concise exchange of information

Which skill below is appropriate for effective communication?

• Active listening
• Using jargon
• Ignoring feedback
• Talking over others

If you are talking to someone in person you need to

• Make eye contact with the people you are speaking with

• Look at what you are talking about.

• Close your eyes.

• Turn your back to them.

Responsible speakers communicate in ways that are ​ (a)   ​ , careful, and objective.

• accurate
• joyous
• cruel
• irresponsible

Business leaders need ____ ____ skills to properly address issues within an organization.

• Analytical
• Decision-making
• Technical
• problem solving

Responsible speakers communicate in ways that are ​ (a)   ​ , careful, and objective.

• accurate
• joyous
• cruel
• irresponsible

Business leaders need ___ ___ skills when setting policies and managing people and processes.

• technical and creative
• financial and marketing
• leadership and communication
• decision-making

What is customer service?

• Customer service is the process of manufacturing goods
• Customer service is the support and assistance provided to customers before, during, and after their purchase of a product or service.
• Customer service is the act of skydiving
• Customer service is the study of ancient history

Why are customer service skills important?

• Customer service skills are only important for increasing costs.
• Customer service skills are irrelevant in today's business environment.
• Customer service skills are only needed for administrative tasks.
• Customer service skills are important for building relationships, resolving issues, increasing satisfaction, and driving success.

Smiling is ___________ communication

• Verbal

• Non-verbal