Chapter 3 - Communications Flashcards
Goal of Communication….
to have the message transmitted, received, and understood as the sender intended
5 Steps of communication model…
Idea, encoded, transmit, decoded, feedback
Where does breakdown occur in the communication model?
At all steps
Breakdown in Idea step -
idea may be complex or not fully understood by the sender
Breakdown in Encoding step -
words, tone, and body language are misunderstood
Breakdown in Transmitting step -
words, tone, and body language are misunderstood
Breakdown in Decoding step -
receiver processes information through their filters of opinions, preferences, and perceptions - misinterpretation leads to breakdown
Breakdown in Feedback step -
delayed or judgmental feedback
What are some good listening practices?
focus on message, interpret and comprehend message, analyze the information, focus on facts rather than opinion, provide feedback
_____ is a communication technique requiring the listener to offer feedback tot he speaker by restating or paraphrasing the original words to confirm what they have heard and to confirm understanding by both parties
Active Listening
What are the three categories of barriers and filters to communication?
-Environmental – noise and distraction
-Physiological – speed or misspeaking
-Psychological – selective listening, negative attitudes, personal reaction, poor motivation
What are the five styles of communication?
Bodily kinesthetic
Visual
Verbal
Logical
Interpersonal
What are the four categories of non-verbal communication?
Appearance, expressions, eye contact, proximity
Proximity of Public Area -
over 12 feet apart
Proximity of Social Area -
Between 4 and 12 feet
