Chapter 7,8,9

Question 1

comprehensive listening

Answer 1

listening to understand

- understand the meaning of the words being spoken

Question 2

empathic listening

Answer 2

listening to interpret

- try to listen better for how they may feel or how they express their body language when talking about something

Question 3

analytical listening

Answer 3

listening to evaluate

- after you listen give a little room to think before you try to speak back to them

Question 4

effective habits

Answer 4

knowledge
- what to do, why to do it

skills
- how to do it

desire
- want to do it

Question 5

HURIER

Answer 5

• hearing
• understanding
• remembering
• interpreting
• evaluating
• responding

Question 6

(remember) MARV

Answer 6

• mnemonic
• associate
• repeat
• visualize

Question 7

thought speed

Answer 7

speed at which people can think compared to which people can speak

Question 8

golden listening rule

Answer 8

listen to others as you would have them listen to you

Question 9

empathic listener

Answer 9

focuses on understanding a members situation, feelings, or motives

Question 10

substantive conflict

Answer 10

occurs when members disagree about issues, ideas, decisions, actions, or goals

ex:

Question 11

Affective conflict

Answer 11

a type of conflict that reflects the emotions stirred by interpersonal disagreements, differences in personalities and communication styles and conflicting core values and beliefs

Question 12

procedural conflict

Answer 12

a disagreement over what method or process a group should follow to accomplish its goal

Question 13

5 decision-making styles

Answer 13

rational 
intuitive
dependent
avoidant
spontaneous

Question 14

rational

Answer 14

weigh information and optiosn

Question 15

intuitive

Answer 15

make decisions based on instincts and feelings

Question 16

dependent

Answer 16

seek advice and opinions of others

Question 17

avoidant

Answer 17

feel uncomfortable making decisions

Question 18

spontaneous

Answer 18

are impulsive and make quick decisions on the spur of the moment

Question 19

constructive

Answer 19

an approach to disagreement in which group members express differences in a way that values everyones contributions and promotes the groups goals

Question 20

destructive

Answer 20

disagreement that is expressed through behaviors that create hostility and prevent achievement of the groups goals

Question 21

single question format

Answer 21

5 steps
identify the problem
create a collaborative setting
analyze the issues
identify possible solutions
answer the single question

Question 22

standard agenda

Answer 22

task clarification, 
problem identification, 
fact finding, 
solution criteria,
solution suggestions, solution evaluation and selection, 
solution implementation

Question 23

creative problem solving methods

Answer 23

brainstorming
nominal group technique
decreasing options technique

Question 24

brainstorming

creative problem solving methods

Answer 24

sharpen the focus
for all to see
number the ideas
encourage creativity
all input no putdown
build and jump

Question 25

nominal group technique NGT

creative problem solving methods

Answer 25

idea generation

idea evaluation and voting

Question 26

decreasing options technique DOT

creative problem solving methods

Answer 26

generate ideas
post ideas
sort ideas
prioritize ideas

Question 27

enhancing group creativity

Answer 27

control judgement
encourage innovation
ask “what-if” questions
use metaphors

Question 28

AEIOU model

Answer 28

Assume others mean well
Express your feelings
Identify what you’d like to happen
Outcomes made clear
Understanding is achieved