Smells in an environment contribute to our perception of warmth.

Negative emotions and aggressive behavior of employees are two noticeable reasons for increased organizational costs.

Vocalics refer to how people use their voices to communicate and express themselves.

Feedback points to the need for us, as communicators, to look to for cues from the other person with whom we are communicating.

A hug or pat on the back is an example of a social touch.

Every time Katie visits her grandmother, she can smell the aroma of chocolate chip cookies or an apple pie baking in the oven. These smells make Katie comfortable and what she feels is a sense of warmth at her grandmother’s house.

The second step of the KEYS process is to evaluate the professional context.

Being an effective listener is a prerequisite to achieving professional excellence.

The first step in the KEYS process is “Know Your Audience.”

Evaluating the information being sent is known as informational listening.