Chapter 14: Communication & Conflict

Question 1

Communication

What is

Answer 1

Share info / message from sender to receiver

Question 2

Interpersonal Communication Model

By who, elements (6), what about last 2 elements

Answer 2

Berlo
Source, message, channel, receiver, encoder, decoder
encoder/decoder need to be similar

Question 3

Types of Communication (2)

Other name for second type

Answer 3

Explicit -> direct, intentional
Implicit -> indirect, unintentional (tone, body language…)
-> Meta-communication i.e. non verbal (70%)

Question 4

Famous double negative phrase, by who

Answer 4

One cannot not communicate

Paul Watzlawick

Question 5

Great Speech Component (4)

Answer 5

Great person
Compelling message
Noteworthy event
Masterful delivery

Question 6

Pro Language, why good

Sterile Cockpit, what is

Answer 6

Reduces misunderstandings, good in emergency

No small talk under 10 000’

Question 7

Intelligibility

What is, what can reduce intelligibility (8)

Answer 7

Effectiveness and quality of communication

ambiguity, long messages, channel, receiver, uniqueness, expectancy, workload, interruptions

Question 8

Conflict Types (2)
Can it evolve?

Answer 8

Intrapersonal: yourself
Interpersonal: with others
Can escalate

Question 9

Conflict Resolution Methods (6)

Answer 9

Active listening
Feedback
Negociation
Enquiry
Advocacy
Meta-Communication