Chapter6- Interpersonal Communication Flashcards
What most often leads to misunderstandings and arguments during interpersonal communications?
Misinterpretation by the receiver
What can a company officer do to improve verbal skills?
- engage in duel perspective
- Take responsibility for personal feelings and thoughts
- show respect for the feelings and thoughts of the other person
- try to gain accuracy and clarity and speaking
- be aware of any special needs of the receiver
- avoid speaking or addressing a problem while angry or emotional
When engaging in duel perspective officer should be aware of what?
Receivers frame of reference
When trying to show respect for the feelings and thoughts of the other person, officers should avoid what?
Applying personal feelings to another person such as saying I know how you feel
How can an officer gain accuracy and clarity when speaking
Avoid generalizations that result in stereotypes
One suggestion for improvingThe communication process is to sit in chairs that are at what angle?
90°
What are the five general purposes for interpersonal communication?
Learning, relating, influencing, playing, and helping
What is the learning purpose for interpersonal communication?
Where you acquire knowledge or skills
What is the purpose for the relating portion of interpersonal communication?
Helps establish a new relationship or maintain an existing one
What is the influencing purpose for interpersonal communication?
To control, direct, or manipulate behavior
What is the purpose of the playing portion of the interpersonal communication process?
To create a diversion and gain pleasure or gratification
What is the purpose of the helping portion of the interpersonal communication process?
Minister to the needs of another person or console someone in the time of tragedy or loss
What are the four barriers to listening?
Information overload, personal concerns, outside distractions, and prejudice
How can information overload be prevented?
Identify only the essential elements of the message
How can personal concerns be prevented?
Focus on the speaker and the message rather than personal concerns or thoughts
How can outside distractions be prevented?
Take control of the environment and remove as many distractions as possible
How can prejudice be prevented?
Focus on the message and not the messenger
What does the Olfactory nerve sense?
Smell
What does the gustatory sense?
Taste
What are the three most common forms of communication?
Formal, informal, and written
What are the four parts of interpersonal communication?
Causal language, nonverbal clues, spontaneity , and changing of roles between the speaker in the listener
What is the role of the sender/speaker?
They originate the message by encoding or turning thoughts and mental images into words
What is the medium or channel?
The path that iMessage takes between the sender and the receiver
What is the role of the receiver?
Receives the message and the codes or interprets it
What is interference?
Factor that prevents the receiver from fully receiving the message
What would be an example of an internal barrier?
Hearing impairment
What would be an example of an X ternal barrier?
Outside scene noise
How can internal barriers best be handled?
Receiver must focus on the sender and provide feedback immediately
What is feedback?
Feedback completes the communication process resulting in an ongoing cycle that can be illustrated with a loop
What are the five general purposes for interpersonal communication?
Learning, relating, playing, influencing, and helping
Which one of these five reasons is use the most in the fire service?
Playing
Words provide the receiver with what percentage of the message
7%
Outside of words what provides the large majority of the message?
Nonverbal actions make up 93%
What does it mean when the words are arbitrary?
It means that every word does not mean the same thing to everyone words can change from generation to generation overtime
What does it mean if words are ambiguous?
Word meanings are not specific and do not have agreed upon definitions
What does it mean if words are abstract?
Word meanings are generalization’s rather than concrete or tangible meanings
Nonverbal elements such as kinesics make up what percentage of nonverbal communication
55%
What makes up 38% of nonverbal communication?
Vocal tones and inflections
What are kinesics?
Body motions and positions
What is paralanguage or vocalic’s?
Vowell sounds or tones used to create a verbal message
What is self presentation?
Clothing, touch, use of time, and control of the speakers environment
What are the main elements of kinesics?
I contact, facial expressions, gesture, posture, and poise
How many facial expressions is the human body able to make?
6
What is an emblem?
This is a jester that takes the place of verbal communication
What is a gesture that emphasizes or helps convey the verbal message?
Illustrator
What is a gesture that goes with a verbal expression of feelings?
Affect display
What is a gesture that is used to control the flow of verbal conversation?
A regulator
What is a gesture usually unconscious that are used to relieve stress in a speaker such as ringing of the hands, tapping of the foot, scratching their head, or stroking the face?
Adapter
What is poise?
Poise is the accumulation of all the other nonverbal elements into one image of self-confidence and authority
What is the mono chronic use of time?
When time is compartmentalized with events scheduled in succession. Simply put meeting should start perfectly on time or you are late
What is poly chronic use of time?
Time is cyclical and punctuality is not important
What percentage of a conversation do people remember after 24 hours?
50%
What percentage of a conversation do people remember after 48 hours?
25%
The most important skill for a good company officer is what?
Listening
What is the active part of communication that includes attending, understanding, remembering, evaluating, and responding to the speaker
Listening
What is attending?
Paying attention to the message
What part of the listening process consist of decoding the message and assigning meaning to it?
Understanding
What are the three steps to understanding?
Organize the message into a logical pattern, observe nonverbal cues, ask questions to clarify the message
What is it called when a listener fully processes and understands what is said
Remembering
What part of the listening process is critically analyzing the message to determine how factual it really is?
Evaluating
What is a verifiable piece of data that can support the decision making process
Fact
What is a generalization that may not be verifiable without additional data?
Opinion
What is the final step to the communication process when rolls are exchanged
Responding
What can be done to show the listener both listened and understood the message
Paraphrasing
What characteristic of words means that the word meanings are not specific
Ambiguous
