| A | B |
|---|
| communication | process of exchanging info, ideas, and feelings |
| effective communication | sending, receiving, and understanding message |
| body language | nonverbal, gestures, movements, and mannerisms that communicate your thoughts |
| channels | avenues by way message is delivered, sound, sight and written word |
| sound and sight channels | delivered in face to face communication |
| sound channel | telephone conversation |
| written channel | messages delivered via email, letters, memos and reports |
| feedback | receivers response to message |
| blocks | interfere with understanding the message being communicated |
| three primary blocks | distractions, emotional, and planning a response (mentally preparing response while other person is still talking) |
| setting | where communication takes place |
| listening versus hearing | hearing is physical process of sound traveling into ear, listening is mental process that requires brain to process info gathered |
| distractions (blocks) | blocks including noises, environmental factors, interruptions by other people, competing thoughts |
| emotional blocks | biases against the opinions expressed by sender that prevent you from understanding |
| planning a response blocks | where person cannot concentrate on message and his response at the same time |
| reading | process of trying to understand a message visually |
| how do you improve your reading skills? | focuse, form pictures, improve vocabulary |
| jargon | technical or specialized vocab used by a profession |
| body language-eyes | when happy, pupils enlarge |
| body language-posture | leaning slightly forward and nodding means you are paying attention |
| traits | characteristics or behavior |
| tact | showing respect in handling a situation and the people involved, by use of words and body language |
| initiative | doing what needs to be done without being asked, ie. cleaning your room |
| responsibility | being accountable for your actions and doing your duty |
| enthusiasm | intense interest and eagerness to do job |
| attitude | mental outlook you have toward people and situations, seeing their point of view |
| self control | slow to anger and refraining from saying the wrong thing |
| orderliness | don't speak out in meeting, wait until appropriate time to speak |
| self awareness | knowing yourself, recognizing your strengths and weaknesses, being willing to change |
| flexibility | adapting the change easily |
| self esteem | your perceived worth or value |
| "thumper's rule" | treat others with the respect and kindness that you would like to be treated with yourself |
| empathy | listening and understanding a person's situation or frame of mind, even when you don't agree |
| assertiveness | standing up for your rights, beliefs and ideas, without being pushy or aggressive |
| time management | budgeting your time to reach deadlines and appointments, weighing the importance of each task |
| goal setting | creating a plan for your career (life), includes short term, medium term, long term goals |
| interpersonal skills in marketing | handling customers questions and problems, understanding managment role, knowing procedures to handle complaints, etc. |
| team | a group of peole who work together to achieve a goal |
| training | learning different tasks expected at a job |
| team planning | working as a group to set a plan |
| team goals | goals set and agreed upon by a group of workers |
| consensus | decison that each group member agrees to |
| agreement | specific commitment that each group member makes with a group |
| shared leadership | allows all team members to perform some management functions |
| a valuable team player | keeps communication open, is positive, does what is expected, respects others, resolve conflicts, makes team goals his personal goals too |
