2-0 Introduction and Key Terms

Unit one established the purpose and definition of communication, why we do it, why we aren’t very good at it, and the consequences of inevitable miscommunication. While the ability to communicate well is important for everybody; business, organizational, and professional success is wholly dependent on it. Without effective communication; customers can’t be served, value can’t be created and revenue won’t be generated.

In Unit two, we delve into the importance of words in communication. Words are a fundamental component of communication as they are often the means of the message and the message itself.

In Lesson one; we learn why words are our interaction go-to; how long humankind has been using them, and the staggering volume of words we are exposed to each day. We introduce the need to carefully consider the delivery of words and break down the concepts of tone and register in the spoken and written word.

Lesson two explores the impact nonverbal communication has on exchanges and interactions. We learn that the majority of communication signals are exchanged this way and what we can do to increase the likelihood of them being perceived accurately.

In Lesson three, we focus on the role of listening in communication. We review the differences between hearing and listening and are introduced to the actions we can take and techniques we can use to become better listeners.

The following questions can be used as readying activities to introduce concepts, create participation and encourage analytical and creative thinking. Questions can be used before you begin the unit, or at any time during each lesson.