101.03 Basic Comunication Flashcards
What is communication?
Every time you exchange ideas thoughts or feelings with someone you were communicating
Nonverbal communication
Smiling
Appropriate posture extending a hand to greet
bold shoulders sloping body posture eye contact
Smiling conveys what?
Universal sign of approval
Appropriate posture
Extending hand to greet
Communicates self-confidence
Bowed shoulders
Sloping body posture
Conveys uncertainty
Eye contact
Universal sign of acknowledgement
Elements of nonverbal communication
Facial expression: Gesture, look or aspect of the face
Eye contact: Direct gaze of two people looking into one another’s eyes
Gesture:Body movement or mannerism
Facial Expression
Offer a genuine smile to everyone
Pay attention to what your expression is saying
Avoid negative facial expressions
Eye contact
Make eye contact at start of conversation
Use eye contact throughout conversation
Avoid prolonged staring into another’s eyes
Avoid looking over the person’s shoulders
Gesture
Use a firm steady handshake
Keep hands out of pockets; avoid fidgeting
Nod occasionally
Avoid negative gestures such a pointing
Posture
Keep stomach in, chest out, shoulders back, head up, feet 6-8” apart
Stand or sit with a straight back
Avoid slouching
Lean forward to communicate
Proximity
Avoid positioning yourself too closely
Avoid positioning yourself too far away
Verbal communication: Three-step approach to speaking with clarity
Less is more
Get to the point
Focus on what’s important
Clarity
Characterized by precision of body language and clearness in the voice.
Recommendations: Use proper enunciation avoid dropping the ends of words, or running words together
be specific with word choices
be prepared to speak; avoid muffled, hesitant speech
Avoid gum giggling clearing throat or nose
Appropriate vocabulary: use of acceptable expressions terms in words
Use words that create a clear mental picture picture avoid common grammar mistakes don’t use derogatory profane or politically motivated expressions avoid slang or jargon
Pitch: tone in frequency; high or low vocal tones
Use inflection; vary your tone of voice
match the tone of voice to what you intend to convey
Rate: Tempo; the quickness or slowness of your speech
Vary the rate you speak
Speak slowly when explaining difficult concepts
Force: Strength of volume; from soft to loud
Speak loud enough to be heard, but not too loud
Pay attention to factors such as room size and background noise
Questioning: statements used to encourage a response from another person
Open ended:
response beyond a simple yes or no
Who what when where why and how
Closed and it
Usually answer with yes or no
Would , do, did, could, or may
Grammar
If language is not used correctly:
Communication and understanding can be impaired
Could impact recognition as a professional
Two way communication
Present and pleasant greeting greeting Use tact No the purpose and importance of your ideas Be aware of your environment Watch your overtones Consult with others were necessary
Listening elements of good listening habits
Focus attention: be aware and informed of what is going on around you
Respond: Acknowledge or clarify recognition
Focus attention
Maintain open listening; avoid pre-judging
Be authentic; ask questions to show interest
Pay attention to nonverbal messages
Listen all the way to the end
Understand that listening is not waiting to speak
Recognize that listening requires intentions
Repeat: verify communication by restating
Restate what you heard to verify message
Listen for details and repeat to gain accuracy
Paraphrase: translate what you heard into your own
Show understanding by putting into your own words
Summarize meaning of what has been heard
Question: expand, clarify and confirm your understanding by questioning
Ask open ended questions to gain information
Ask closed ended questions to verify understanding
Nonverbal communication is sometimes called body language
True
A smile is a universal sign of approval
True
The direct gaze of two people looking into one another’s eyes is know as…
Eye contact
The carriage, position, or stance of the body is know as…
Posture
The nearness of another to one’s personal space is referred to as…
Proximity
The tone or inflections of your voice, level and rate of speech all play an important role in…
Non verbal communication
Open ended questions encourage a response beyond….
“Yes”
Learning to say the proper thing without offending someone is known as…
Tact
Use of a prompting comment such as “ tell me more” is an example of a listening element called…
Respond
Restating what you heard to verify the message is an example of a listening element called….
Repeat
