The player will show in this paragraph

Before you explore this unit further, you should learn the following terms.

1. Communication - the exchange of information between senders and receivers

2. Customer relations - the use of communication skills to meet the needs of customers.

3. Channels - the avenues by which the message is delivered (email, phone)

4. Feedback - the receiver’s response to the message

5. Blocks - interfere with the understanding the message. There are three primary block to understanding a message. They are distractions, emotional blocks, and planning a response.

6. Setting - where the communication takes place

7. Active Listening - listening and responding with full attention to what’s being said.

You can practice these terms in the Are You Ready? area.