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Workplace Com MT
| Question | Answer |
|---|---|
| Characteristics exhibited by service providers that can send a variety of messages that range from professional to negative attitude. | appearance and grooming |
| to manner or clarity in which verbal messages are delivered | articulation, enunciation, or pronounciation |
| nonverbal communication cues that send powerful messages through gestures, and grooming | body language |
| grouping of nonverbal behaviors that include a possible negative intent while others indicate a positive message intent. | clusters |
| use of colors to send a nonverbal message through advertisements and other elements of the organization. | emotional messages of color |
| any aspect of the workplace with which a customer comes into contact | environmental cues |
| includes the acceptable rules, manners, and ceremonies for an organization, profession, or society | etiquette and manners |
| communication between males and females | gender communications |
| the healthy maintenance of the body using commercial products to eliminate or mask odors | hygene |
| the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings and relationship breakdowns | impact of culture |
| Noises that can interfere with messages being effectively communicated between 2 people | interferences |
| unintentional misuse of or distortion of a word or phrase that sounds somewhat like the one intended but with a different context. | malapropism |
| factors used to send messages that impact a customer's perception of feeling about a service provider or organization | miscellaneous cues |
| movements, gestures, body positions, vocal qualities, and a variety of unspoken signals sent by people, often in conjunction with verbal messages | nonverbal language |
| a vocal effect or noises made as someone speaks that lets a speaker know that the message is being listened to and followed | paralanguage |
| a verbal technique of delaying response in order to allow time to process information received, think of a response, or gain attention | pauses |
| the process of clarifying a nonverbal cue that was received by stating what behavior was observed, giving one or two possible interpretations, then asking the message sender for clarification | perception checking |
| the change in tone of the voice as one speaks | pitch |
| how one sits or stands in order to project various nonverbal messages | posture |
| invisible barrier surrounding people in which they feel comfortable interacting with others | proxemics |
| the study of pupil reaction to stimuli | Pupilometrics |
| RUMBA | Realistic, Understandable, Measurable, Believable, Attainable |
| Pitch, Volume, rate of speech, voice quality, articulation, pauses, silence, semantics | What are the verbal cues? |
| the loudness or softness of the voice when speaking | volume |
| the sound of one's voice | voice quality |
| qualities of the voice that send powerful nonverbal messages | vocal cues |
| verbal sounds, words, or utterances that break silence but add little to a conversation | verbal fillers |
| amount of attention given to a person or project | time allocation |
| nonverbal messages sent on the basis of how close or far someone stands from another person | spatial cues |
| technique used to gain attention when speaking, to allow thought, or to process information received. | silence |
| the study of relationship between signs, symbols, and words and their meaning | semantics |
| the number of words spoken per minute | rate of speech |
Created by:
srentrop