Chapter 4

Question 1

Four steps in the communication process

Answer 1

(1) The sender encodes the message and selects the transmission channel
(2) The sender transmits the message
(3) The receiver decodes the message and decides whether feedback is needed
(4) Feedback, in the form of a respond or a new message, may be transmitted

Question 2

Advising

Answer 2

provide evaluation, opinion, direction, or instructions

Question 3

Diverting

Answer 3

switch the message; change the subject

Question 4

Probing

Answer 4

ask for more information

Question 5

Reassuring

Answer 5

give supportive statements

Question 6

Reflecting

Answer 6

paraphrase the message back to the sender

Question 7

Calming an emotional person

Answer 7

DO NOT - use behavior that gets people emotional, argue, return negative behavior, or belittle
DO - use empathic listening and reflecting statements

Question 8

Get and Give Criticism

Answer 8

First, accept that the only way to improve our behavior is to accept criticism
criticism is painful
Seek without being emotional, defensive, and blameful
Give, get the receiver to ask for your feedback