CALM communication Flashcards
What are the 3 conversations always going on?
- what you think you are saying
- what you are actually saying
- what the other person thinks you are saying
What attributes does non-verbal communication have?
- communicates feelings
- can be conscious or unconscious
- cultural differences
- open for misinterpretation
- express 93% of our feelings non-verbally
- often lie with our words but not our body language
what are the functions of non-verbal communication?
- repeating what has already been expressed verbally
- replacing verbal communication
- contradicts verbal communication
- complements/emphasizes verbal communication
- provides information about the mutual relationship
What are 4 types of non-verbal cues?
options:
- tone of voice
- facial expression
- posture/body position
- eye contact
- touching
- spatial distance
- clothing
- body piercings and tattoos
what is FELOR?
Face the person Eye contact Lean forward Open posture Relaxed
how do you properly shake someone’s hand?
- make eye contact
- make palm to palm contact
- shake 2-4x or 3-5 seconds
- firm grip
What are the 6 world recognized facial expressions?
- happiness
- anger
- disgust
- sadness
- fear
- surprise
What are the 3 styles of communicating? (AAP)
- Aggressive
- Assertive
- Passive
What are the 5 ways to respond? (PRISE)
Probing - trying to get more information Reflective -restate what you think you heard Interpretive -try to guess the emotion behind the word Supportive -shows your understanding Evaluate -making a judgement
What are the 3 types of questions?
- open
- closed
- rhetorical
What is the difference between hearing and listening?
- hearing is the physical act
- listening takes conscious effort and focus
What are the 2 types of listening?
Pseudo listening - give the appearance of being attentive
Selective listening - only hear what you want to hear
What are the 3 types of noise that affect communication?
- physiological
- psychological
- enviromental
