Communication Skills Flashcards
sources that provide relevant, valid written material
academic journals, books, magazines, newspapers, websites, and other online sources
analyze company resources to ascertain policies and procedures
-company’s website, employee handbook, and any other documents
-ensures all employees following the same guidelines
-ensures company is compliant with any applicable laws and regulations
communication techniques that support and encourage a speaker
-active listening
-providing positive feedback
-asking open-ended questions
demonstrate active listening skills
-listening carefully, then giving feedback about what you understood
-watching verbal and non verbal cues
-look engaged
nature of effective verbal communications
-speaker is aware of audience, context of the conversation, and language they are using
-listen to the other person and respond appropriately
-includes speaking AND writing!
provide legitimate responses to inquiries
-customer service standard
-customer service representatives must be knowledgeable and provide accurate information to customers timely
-courteous and professional
-provide solutions and follow up
informational message
provide the reader with the necessary information to make an informed decision or take the necessary action
inquiry
ensure that all questions are addressed before making a decision or taking action
digital communications exposes business to risk
-potential for data breaches, phishing attacks, and malware infections
-spread misinformation
-spread confidential information
-facilitate fraud and other criminal activities
infographics
present data in a visually appealing way
heat-maps
show the relative importance of different data points
dynamic model outputs
-show how data changes over time
-identify trends and patterns
impact of a person’s social media brand on the achievement of organizational objectives
-use to create touchpoints and improve public image
-allows a person to connect with customers and advertise more effectively
distinguish between using social media for business and personal purposes
-business: promote company’s offerings, connect with customers, brand awareness, follow legal laws like copyright
-personal: connect with friends/family, express opinions, share personal stuff
channels for workplace communication
email, phone, text, or in-person meetings
