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1. Verbal communication is communication done by word of mouth and face-toface. 2. Three general telephone etiquettes when answering the telephone are: 1. Identify yourself, with your first and last name, when answering the phone.
2. Return phones calls within 24 hours, and apologize if the call is late.
3. Identify yourself when you place a call. Say your name, the company, business or department you represent. Then state the nature of your call. If you do not identify yourself, expect to be asked and do not take offense. 3. The speaking style is problem-solving style. 4. Women are found to talk to create connections and intimacy. 5. The seven steps to creating an effective speech are: 1. Choose a topic 2. Define the purpose of your speech 3. Get to know your audience 4. Gather information for your speech 5. Organize your speech 6. Add an introduction to your speech 7. Add a conclusion to your speech 6. Skills an active listener should use (Any three):
1. concentrates on what is being said (doesn't read, shuffle papers or otherwise non-verbally communicate a lack of interest) 2. listens to all facts and tries not to interrupt until the speaker has concluded his/her statements. When someone is talking for a long period of time, it is sometimes helpful to either take notes or ask the speaker to stop so that you can feed back to them what you have heard. 3. listens for key words of interest on which to comment and ask questions (communicating that I am really interested and want to hear more or better understand what you are saying.) 4. is objective; hears people as they are, not the way you'd like them to be. 5. holds back personal judgments until the speaker has presented his/her ideas. 7. Effective feedbacks that a good communicator should use: (Any three) • descriptive (not evaluative)(avoids defensiveness.) By describing one's own reactions, it leaves the individual fee to use it or not to use it as he sees fit • avoid accusations; present data if necessary • describe your own reactions or feelings; describe objective consequences that have or will occur; focus on behavior and your own reaction, not on other individual or his or her attributes • suggest more acceptable alternative; be prepared to discuss additional alternatives; focus on alternatives • specific rather than general. • focused on behavior not the person. It is important that we refer to what a person does rather than to what we think he is. Thus we might say that a person "talked more than anyone else in this meeting" rather than that he is a "loud-mouth." • It takes into account the needs of both the receiver and giver of feedback. It should be given to help, not to hurt. We too often give feedback because it makes us feel better or gives us a psychological advantage. • It is directed toward behavior which the receiver can do something about. A person gets frustrated when reminded of some shortcoming over which he has no control. • It is solicited rather than imposed. Feedback is most useful when the receiver himself has formulated the kind of question which those observing him can answer or when he actively seeks feedback. • Feedback is useful when well timed (soon after the behavior depending, of course, on the person's readiness to hear it, support available from others, and so forth). Excellent feedback presented at an inappropriate time may do more harm than good.
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Sharing of information, rather than giving advice allows a person to decide for himself, in accordance with his own goals and needs. When we give advice we tell him what to do, and to some degree take away his freedom to do decide for himself. It involves the amount of information the receiver can use rather than the amount we would like to give. To overload a person with feedback is to reduce the possibility that he may be able to use what he receives effectively. When we give more than can be used, we are more often than not satisfying some need of our own rather than helping the other person. It concerns what is said and done, or how, not why. The "why" involves assumptions regarding motive or intent and this tends to alienate the person generate resentment, suspicion, and distrust. If we are uncertain of his motives or intent, this uncertainty itself is feedback, however, and should be revealed. It is checked to insure clear communication. One way of doing this is to have the receiver try to rephrase the feedback. No matter what the intent, feedback is often threatening and thus subject to considerable distortion or misinterpretation. It is checked to determine degree of agreement from others. Such "consensual validation" is of value to both the sender and receiver. It is followed by attention to the consequences of the feedback. The supervisor needs to become acutely aware of the effects of his feedback. It is an important step toward authenticity. Constructive feedback opens the way to a relationship which is built on trust, honest, and genuine concern and mutual growth.
TELEPHO NE ETIQU ET TE IS JUST AS IMPO RTANT AS WHE N SPEAKI NG WITH SOMEO NE IN PERSON We’ve all heard about them from the time we were very young- manners, manners, manners. Mothers all over the globe do what they can to instill some kind of proper etiquette in their children and many succeed. However when many people use the telephone, etiquette seems to disappear. Not only that, but it isn’t uncommon for someone to experience poor business telephone etiquette. When a person contacts a business and they don’t use proper telephone etiquette, the business will most likely loose customers. Talking on the telephone is no different than speaking with someone in person, but for some reason a piece of electronic equipment between the mouth and the ear tends to make people forget that there is such a thing as phone etiquette.
One of the most common situations where we immediately forget any kind
of telephone etiquette is when a salesperson calls on the phone. Our initial reaction is that the telephone call is unsolicited and unwanted. Why should
we be polite to a businessperson that is interrupting our personal time with an uninvited phone call? Well we wouldn’t verbally assault the perfume sample dispenser in a department store, but they are doing the same thing the person on the phone is doing- selling a product. The person on the phone is just as human and deserves to be treated with courtesy. Not to mention it is far easier to simply say “No, thank you” and “Good-bye” than getting worked up and feeling guilty later on. Since many of us seem to have forgotten telephone etiquettes, here are a few telephone etiquette tips as an update to skills that are quite natural in many of us. Always answer the phone by saying, “Hello” and not any other greeting. If the person who has been requested is not available, simply state that he or she “is not available at this time. May I take a message?” Not only does the person on the other end of the phone have a good impression about you, that feeling will apply to the person they are calling for as well.
Always be quick and to the point while remaining pleasant during a phone call. Friends and family will continue with a telephone conversation if they have time, otherwise they are not likely to rush you off of the phone no matter how busy they are. No one is perfect, so if you dial a wrong phone number state your mistake, apologize and hang up the phone. Businesses are beginning to realize that without providing telephone etiquette training, many employees are offending or even angering customers on the phone. New hires are often presented with a guide for telephone etiquette and some may even have to go to professional telephone etiquette training. Proper phone etiquette is important at both a personal and professional level. Being polite on the telephone is just as important as when speaking with someone in person. You might be surprised at how good you feel about yourself if you use proper telephone etiquette and the positive responses received while talking on the phone.