Chapter 5 Flashcards
Lower levels communicate with upper levels of organization
Upward Communication
Upper levels communicate with lower levels of organization
Downward Communication
Satisfaction surveys are an example of what type of communication?
Upward - since lower level communicating with upper
HR emailing about policy changes is what type of communication?
Downward Communication
Communicating with different departments is?
Diagonal
Marketing asking accounting for a social media ad is a type of what communication?
Diagonal
Manager to manager talking is what type of communication?
Horizontal
People at the same level communicating in an organization?
Horizontal
Excited when talking
Relies heavily on feelings
Expresser
Decisive viewpoint
Likes things their way
Driver
Likes challenges and not many facts
Expresser
Doesn’t care for small talk, gets to the point
Driver
Likes positive attention
Values friendships
Relater
Seeks data
Asks a lot of questions
Analytical
Needs structure and time to think about decisions
Analytical
4 Main Types of Communication Styles
Driver, Expresser, Relater, Analytical
Puts rights of other’s in front of their own
Passive
Over apologetic person
Passive
Stands up for their rights, but may violate or offend others
Aggressive
Invalidating others
Aggresive
Standing up for yourself
Assertive
Direct, but not offensive
Assertive
When we are focused on sharing our POV, but not listening.
Combative/Competitive
How many listening types are there?
Three
What is combative listening?
When we are focused on sharing our POV, or what we will say next. Hearing, but not listening.
Hearing but not listening?
Combative listening
Interested and understanding what other’s say
Active listenining
Active listening
Interested and understanding what other’s say
When we listen, have a question, but assume
Passive listening
Taking words in, but not verifying it
Passive listenining
4 parts of active listening?
Sensing
Interpreting
Evaluation
Response
Hearing, seeing and receiving verbal and nonverbal aspects of a message.
Sensing
Placing a message in meaningful context.
Interpreting
Receiver must sort fact from opinion
Evaluation
Feedback to sender on how well message was understood.
Response
Written communication has how many aspects?
Four - Complete, Concise, Correct, Clear
What are the four c’s?
Complete
Concise
Correct
Clear
Did you include all facts and answer all questions in the text?
Complete
Will they understand? Not too long or confusing text.
Concise
Check for grammar and misspelling
Correct
Is your writing understandable?
Does it flow well?
Clear
Conveying a message without words
Non-verbal communication
Non-verbal communication includes:
Gestures
Facial Expressions
Tone of Voice
Timing
Posture and where you stand
What is an expression that reinforces a verbal message?
Illustrator
Spreading your arms wide to describe something big, or showing a thumbs up is what?
Emblem
Expression that controls, encourages, or discourages interaction
Regulator
Raising your hand for a question is an example of?
Regulator
Nodding in agreement, or looking away is an example of?
Regulator
Smiling is an example of
Affect Displays
Expression of emotion or mood
Affect Displays
Adapting yourself in a way not designed?
Self-adaptor
Playing with hair while speaking is?
Self-adaptor
Using an object for the purpose other than intended is?
Object-adaptor
Clicking a pen repeatedly is an example of?
Object-adaptor
Non Verbal is more powerful than verbal? True/False
True
How many types of non-verbal communication are there?
7
What are the types of non-verbal communication?
Space
Time
Body Movement
Touch
Paralanguage
Artifacts
Environment
Space in non-verbal communication example
Personal space - can be different in other cultures
Time in non-verbal communication example
How long you take to reply
Touch in non-verbal communication example
Haptics - handshake, hug, kiss, doctor touching you
Body Movement in non-verbal communication example
Nodding your head, raising hand to pause
Paralanguage in non-verbal communication example
Tone and intensity of voice
Pausing while you talk
Artifacts in non-verbal communication example
Decorative ornamentation
Tattoos or how you dress
Environment in non-verbal communication example
Decorative office or with amenities
The public speaking triangle has three points, which are?
Introduction > First Point > Conclusion
Persuading someone with credibility / Expert on subject
Ethos
Persuading someone with emotion, fear, shame
Pathos
Persuading someone with logic, listing out reasons
Logos
