Chapter 3: Interpersonal Communications Flashcards
What is the breakdown for amount of time spent communicating to others in a first line supervisors day?
Subordinates: 55
Superiors: 26
Citizens: 15
Other supervisors: 4
How many specific tasks are there for 1st line supervisors and how many of them involve communication?
53 tasks, 51%
How many different definitions of the word communicate?
94
Who controls the relevancy and flow of information and what is this called?
Sender, Gate keeping
What are the 6 aspects of the communication process?
● What the sender MEANT to say
● What the recipient HEARD
● What the recipient SAID
● What the recipient THINKS he or she heard
● What the sender THINKS the recipient said
● What was IN FACT said
When does two way conversations occur?
When feedback is provided
Barriers to communication can be either:
Physician or Psychological
Examples of Psychological barriers to communication
fatigue, rotating shifts, working shifts out of sync with normal society, or sitting in court after a regular shift
What is the foundation for feedback?
Trust and relationships
What listening efficiency do most people maintain?
25%
What is the 1st tenet of the art of listening?
Pay attention to the speaker
When listening you should address the situation
Intellectually, not emotionally
What is the main conveyor of non verbal communication?
The face
What is the breakdown of the the components of how a message is sent?
7 percent words, 38 the way you say it, 55 percent nonverbal
What is paralanguage?
Sending messages not only through language and words but also by tone of voice, pitch, and inflection.
