Chap 1 Communication

1) Define Communication
-act of transfer, convey info, share understanding, from one to another place.
2) Justification.(oiC)
-to express opinions, impression, comments.
3) Why communicate
-Instruct, inform, influence, get purpose.
4) Communication process
-Source, encode, msg/channel, decode, receiver, feedback.

5) Intrapersonal communication
-Within an individual.
6) Interpersonal communication
-With another person.
7) 2Forms of comm
-Verbal(oral, written), non verbal( body language)
8) Non-Verbal comm (BPP)
-Body language(eye contact)
-pictorials(pics)
-paraverbal(tone)
9) Formal comm characteristics
-formal format, official, precise
10)
Informal comm characteristics
-Casual,x rules.

11)
Factors Considered for comm channel (FEPC)
-Feedback speed.
-Emotional content
-personableness
-cues

Chap 2 Barrier
1) Define Barriers of comm (PUF)
-never perfect, unique thoughts, feelings

2) Define High & low context

-high, intrapersonal relationships, relational, indirect
-low, logic, factual, very direct.

3) Why x comm effectively?

-deceitful, dishonest
4) Define intercultural comm
-exchange of information between 2 or more cultures.

5) Types of Barriers( PPCL)

-Psychological, physical, cultural, language
6) Elements of culture (Scarlef)
-Social organization, custom tradition, art literature, religion, language,
economic system, form of gov.

7) Define stereotype, prejudice, discrimination, Ethnocentrism.

-stereo, oversimplify ides of a group of ppl.
-prejudice, judge be4 know, own feelings, thoughts.
-discri, action against 1 group of ppl.
-ethno, point of view of only 1 culture.
8) Language barriers (DJSA)
-Dialect, varieties of languages.
-jargon, technical word.
-Slang, vocab.
-Accent, pronunciation.
9) When Barriers occur? (DIRT)
-Develop, interpret, receive, transmit.
10)
Problem developing msg (DIEU)
-difficult to express, indecision of content, emotional conflicts, unfamiliar
with receiver.

11)
Ways to improve comm( FMC)
-Facilitate feedback, minimize noise, create msg carefully.

12)
Problem receiving msg (PL)
-Physical, signal, connections
-lack of attention from receiver.

13)
Problem interpreting msg (BE)
-Background
-Emotional reactions.
14)
Problem transmitting msg (PCL)
-Physical, distraction.
-conflict meanings.
-too many links.
15)
How barriers occur? Semantic, Physical. ( elaborate)
-semantic, choice of words.
-physical, appearance, surroundings
16)
Types of barriers, psychological (PES)
-perceptual, based on needs, fill info x check.
-Emotional, bias, close minded.
-Selectivity, due to time constraints, flow of info.

Chap3 social media and telephone skills

1) Define social media
-interactive media, subset of new media.
-require participants.

2) Characteristics of social media (POC^3)

-Participants, feedback.
-Openness, ease of access.
-conversation, old(msg distributed), new( 2 way comm)
-community, easy to create groups
-connectedness, use links
3) Example of old and new media
Old, Telephone, tv, newspaper.
New, internet, websites.
Chap3 Telephone skills
1) Basic skill 1 (TRC)
-Tone, Rate of speech, content(simplify msg)
2) Skill 2 (AAEST)
-Attention, access, expertise, stress main point, take note.
3) Skill 3, answer call effectively, state
-greet, company name, my name, how can I help u.

4) Skill4 take better msg,( complete info)

-complete info, identify what caller wants.

Chap 5 Speech/Presentation
1) Aim of speech, presentation (PIE)
-Persuade, inform, entertain

2) Developing speech (msg, non verbal, draw ideas.)

3) Way to prevent lose interest (IBVEQ)

-intro, body, visual aids, ending, q&A

4) Art of delivery {x memorize ,eye contact, speak from notes (visual aids),
think be4 say}

5) Prepare for successful speech ( Confident, location, items)

6) Team presentation ( Discuss, visual aids, Q&A)

Chap 6 public speaking

1) Aim of public speaking(iie)
-inform, influence, entertain.

2) Different between public speaking and presentation

-no interruption, no excessive visual aids.

3) Define Logos, Ethos, Pathos.

-logos, Factusl datas, statistics.
-ethos, citation from experts.
-pathos, emotional examples.
4) Types of speech (info, persuade), state characteristics
-informative speech, well researched, facts, make audience understand.
-persuasive speech, persuade, convince ppl, change ppl opinion, x hurt
feelings.

5) Tips to overcome nervousness( RAWR)

-know room, know audience, know material, relax.

Chap 7 Correspondence
1) Purpose of correspondence
-to write effective business letter, memo.
2) How to write effective business letter & memo (Fapesf)
-Format, know audience, know purpose, use simple English, use effective
sentences, facts, x emotions.

Chap 8 Reports

1) Short report (Characteristics)

-to provide info, justify idea
2) Formal short report (characteristics)
-Title, intro, section with heading, recommendation
3) Steps to write report (PICO)
-prupose, organize info, present content, order of presentation

4) Types of short report (JPP)

-Justification
-Progress
-periodic
5) Writing the front (Title page, letter transmittal, table of content, list of tables),
state in details.
-title page(title,name,date), LT(state person request, acknowledgement)
Created by Hoon Jian Wen