Communication

Question 1

communication methods

Answer 1

listening, speaking, reading, writing

Question 2

verbal communication

Answer 2

speaking, writing/reading

Question 3

nonverbal communication

Answer 3

emotions, body language

Question 4

communication barrier categories

Answer 4

solution sending: only give solutions when asked or wait a little bit first, sometimes people just need to vent and don’t want you to try fixing their problems right away
judging: approach carefully with facts and no judgements
failure to respond to concerns: acknowledge that the client is upset

Question 5

how do you overcome communication barriers?

Answer 5

be aware of barriers, build effective listening skills, receive message-process message-respond

Question 6

hearing vs listening

Answer 6

hearing is just the physiological process of capturing sound waves, listening is a learned skill that is an active process and requires focus and engagement

Question 7

active listening

Answer 7

asking open-ended questions, clarify, avoid judgement, show interest, listen for feelings in what the other person is saying

Question 8

empathetic listening

Answer 8

eliminate judgements, prevent alienation, show compassion, respect, and understanding

Question 9

assertive communication

Answer 9

when behavior hides emotions and thoughts
meet in the middle so both sides understand each other’s needs

Question 10

what does the acronym DISCOVER stand for in assertive communication?

Answer 10

decide what you want
identify negative tendencies
substitute positive thoughts
choose a technique
own changes
victory celebration
evaluate experience
remember for future

Question 11

what are good things that can come out of conflict management?

Answer 11

builds personal development, strengthens work relationships, reminds that different isn’t bad, enhance self-esteem, lessens stress level, improves ability to see different perspectives, heightens job satisfaction, gain appreciation of others