After completing this chapter, you should be able to:

1. Explain why communication skills are important.

2. List and explain the four steps in the communication process.

3. List the steps in the message-sending process.

4. Explain three levels of listening.

5. Describe how to be an active projective listener.

6. Describe how to get feedback.

7. Explain five response styles and when to use each.

8. Define the following 10 key terms (in order of appearance in the chapter):