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ECE > AIC Final > Flashcards

AIC Final Flashcards

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1
Q

What is listening?

A

Ability to accurately receive and interpret messages in the communication process.

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2
Q

What is hearing?

A

Ability to perceive sounds

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3
Q

What is active listening?

A

A communication technique that requires the listener to understand, interpret, and evaluate incoming communications.

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4
Q

Why are non-verbal messages important?

A

They can change the way a message is interpreted and can either enhance or hinder communication.

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5
Q

What are attitudes?

A

An outlook on life that is contingent on perspective and developed as a result of emotion.

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6
Q

What are some active listening strategies?

A

Attending, minimal encouragers, paraphrasing, reflecting, emotion labelling, validation, probing, silence, using “I” messages, summarizing, checking perceptions, and self-disclosing.

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7
Q

What is paraphrasing?

A

Repeating what you think a person said by stating what you heard in your own words.

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8
Q

What is parroting?

A

Repeating what you think the person said word for word.

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9
Q

What is reflective listening?

A

Reflecting on what a person says by putting feelings into words.

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10
Q

What is emotional intelligence?

A

Ability to manage emotions in one’s self and in others in order to reach desired outcomes.

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11
Q

What are the five dimensions of emotional intelligence?

A

Self-awareness, self-regulation, motivation, empathy, and social skill.

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12
Q

What is personal competence in relation to EI?

A

Self awareness and self management.

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13
Q

What is social competence is relation to EI?

A

Social awareness and relationship management.

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14
Q

What is assertiveness?

A

A style of communicating our feelings, thoughts, and beliefs in an open and honest manner without violating the rights of others or ourselves.

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15
Q

What are the characteristics of assertion?

A

Express yourself, clearly, ethically, integrity, and taking responsibility.

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16
Q

What is the concept of power?

A

Interpersonal power involves respect for each other’s human rights, regardless of opinions. Role power involves the rights and obligations of a particular role.

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17
Q

What is personal power?

A

Power linked to behaviour that teaches people how to treat us, influences thoughts and feelings, and controls our behaviour.

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18
Q

What is the ECHO technique?

A 
Personal power technique.
Emotions
Cognition
Holding those feelings
Outcome
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19
Q

What factors stop us from being assertive?

A

Fear of conflict, avoiding, lack of confidence or power, past experiences, fear of hurting others, can’t find the proper words, and fear of being rude.

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20
Q

What are cultural rules and codes?

A

Different patterns of behaviour particular to different cultures or societies.

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21
Q

What are the goals of assertive communication?

A

To communicate with respect and to understand one another, to protect own rights while not violating others’, and to promote strong long-term relationships.

22
Q

What are the assertiveness skills?

A

Non-verbal assertive language, using facts instead of judgements, using “I” statements, empathic assertions, consequence assertions, scripting assertions, repeating assertions, holding assertions, fogging statements, content-to-process shift, defusing statements, and saying “no”.

23
Q

What are the four communication styles?

A

Aggressive, Passive Aggressive, Passive, and Assertive.

24
Q

What is conflict?

A

A serious disagreement or argument based on incompatible ideas or variances.

25
Q

What is anger?

A

A strong feeling of annoyance, displeasure, or hostility.

26
Q

What are the two basic aspects of all conflict modes?

A

Level of assertiveness and level of cooperation.

27
Q

What are the five conflict handling modes?

A

Avoiding, Collaborating, Compromising, Competing, and Accommodating.

28
Q

What are the steps in the process of conflict?

A
  1. Awareness
  2. Tension building
  3. Active phase
  4. End
  5. Evaluation and follow-up
29
Q

What are the six steps of conflict resolution?

A
  1. Approach and define the conflict
  2. What are the facts?
  3. What is the overall objective or desired outcome?
  4. What are the possible solutions?
  5. What is the best solution?
  6. Evaluate and adjust
30
Q

What are the four personality dimension types?

A

Gold, Green, Blue, and Orange.

31
Q

What are the core needs of Gold types?

A

Belonging, security, and order.

32
Q

What are the core needs of Blue types?

A

Purpose and harmony.

33
Q

What are the core needs of Green types?

A

Achievement, productivity, efficiency, and accomplishment.

34
Q

What are the core needs of Orange types?

A

Spontaneity and recognition.

35
Q

What are the frustrations of Gold types?

A

Irresponsibility, lack of planning, lack of discipline, laziness, and high risk taking.

36
Q

What are the frustrations of Blue types?

A

Lying, violence, personal rejection, lack of communication, lack of close friends, and sarcasm.

37
Q

What are the frustrations of Green types?

A

Routine, small talk, plagiarism, illogical arguments, social functions, and incompetence.

38
Q

What are the frustrations of Orange types?

A

Rules and laws, same routine, deadlines, paperwork, lack of adventure, and too much structure.

39
Q

What is collaboration?

A

The ability to work cooperatively with others and create group synergy in pursuing collective goals.

40
Q

When is collaboration needed?

A

In team environments, when working towards a common goal with others, and when interacting with other people.

41
Q

What are the components of collaboration?

A

Face-to-face interaction, positive interdependence, interpersonal skills, monitoring and processing of group functioning, and individual accountability.

42
Q

How can we foster collaboration?

A

Practice conflict management skills, use collaborative problem solving skills, communicate, develop and establish goals, control, monitor, and provide feedback, and set work roles or assign tasks.

43
Q

What are the skills of Avoiding types?

A

Withdrawing, sidestepping, sense of timing, and ability to leave things unresolved.

44
Q

What are the skills of Collaborating types?

A

Ability to listen, understand, and empathize, non-threatening confrontation, input analysis, and identifying underlying concerns.

45
Q

What are the skills of Compromising types?

A

Negotiating, finding a middle ground, making concessions, and assessing value.

46
Q

What are the skills of Competing types?

A

Arguing or debating, using rank, position, or influence, asserting your opinions and feelings, standing your ground, and stating your position clearly.

47
Q

What are the skills of Accommodating types?

A

Forgoing your desires, selflessness, obedience, and ability to yield.

48
Q

What is self-awareness?

A

Ability to recognize and understand your moods, emotions, and drives, as well as their effect on others.

49
Q

What is self-regulation?

A

Ability to control or redirect disruptive impulses and moods.

50
Q

What is motivation?

A

A passion to work for reasons that go beyond money or status.

51
Q

What is empathy?

A

Ability to understand the emotional makeup of other people.

52
Q

What is social skill?

A

Proficiency in managing relationships and building networks.

ECE (1 decks)

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