4 communication process:
+ sender encoding process
+ communication channel
+ receiver decoding process
+ feedback
6 basic elements of communication model:
+ sender
+ receiver
+ message
+ channel
+ shared understanding
+ feedback
2 mixed message meanings – nonverbal contradict verbal:
+ verbal – positive
+ nonverbal – negative
3 communication styles:
+ aggressive => closed-minded, poor listener, fosters resistance, defiance, retaliation, show lack of respect
other’s rights, sarcasm, insult others, demand, difficulty see other’s point of view, interrupt, tend to talk over,
win at any cost, humiliate, dominate others, make choice for others
+ passive => indirect, hesitant to say what’s on their mind, tend to agree externally while disagree internally,
avoid or ignore problem, allow others to make choice for them, believe others more important, beat around
the bush to make a point, become resentful later
+ assertive => effective active listener, open to negotiate, bargain, compromise in ways that everyone wins,
exercise their rights without denying other’s rights, honest, direct, body language
6 communicate with customers use assortment of question types:
+ open questions
+ closed questions
+ probing questions – open and closed.
+ alternative choice questions – closed. Ex: would you like coffee or tea?
+ leading questions – closed. Ex: it is, isn’t it? Right?
+ direct questions – open and closed
Bombardment approach - closed:
+ ask a lot of questions in a short period of time, put customers on defensive
When writing business documents:
+ identify the audience, tailor message accordingly.
+ write clearly with purpose in mind.
+ present your message in concise, easy-to-understand, grammatically correct.
+ use proper tone like confident, positive, courteous
“the word listen contains same letters as the word silent” – Stephen Covey
“most people don’t listen with the intent to understand, they listen with the intent to reply” – Stephen Covey
