3391_communications_net-1

3391_communications_net-1 - Communication Principles...

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Communication Principles Chapter 5
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80% of our workday 9% writing 30% talking 45% listening 16% reading 55% - what you see or feel (expressions, dress, posture, eye contact, gestures) 38% - what you hear (sincerity, credibility, knowledgeable) 7% - words themselves
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Word Choice Evoke an image Technical jargon Avoid slang Avoid overeager image Use positively-toned words (p. 127)
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Asking questions Open-ended and closed-ended questions Space out questions Short, simple questions Encourage additional information Probe Why do you feel that way? “When you’re telling, you’re not selling.”
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Open-ended Questions What happens when…? How do you feel about…? Describe the… Use to probe for descriptive information
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Close-ended Questions Do you…? Are you…? How many…? How often…? Use to clarify or confirm information
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Asking questions Open-ended and closed-ended questions Space out questions
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This note was uploaded on 09/16/2011 for the course MAR 3391 taught by Professor Garcia,s during the Summer '08 term at University of Central Florida.

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3391_communications_net-1 - Communication Principles...

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