COMMUNICATION Flashcards
define communication
the exchange of information
four parts of communication
sender - speaker
message - information
receiver - listener
feedback - response
ways a message can be sent
verbal, non-verbal (written), body language
verbal communication is affected by ___
tone of voice, speed of speech, choice of words, inflection (gestures)
- the way the words themselves are said
written communication is affected by ___
choice of words, neatness, bold, italics, underline, pen color, style of writing, presentation, size
principles of communication (7)
- completeness - finish your sentences
- consideration - to whom are you speaking to, environment
- courtesy - manners
- concreteness - expressiveness
- conciseness - say what you mean
- clarity - be clear
- correctness - factual
factors that affect body language (8)
- eye contact
- facial expression
- appearance
- posture (slouch vs. leaning forward)
- touch
- body positioning (standing vs. sitting)
- activity level (walking vs. running)
- hand and body movements
facial expressions
sad, happy, anger, disgust, surprise, fear
types of non-verbal communication, define
- kinesics - body movement, gaze (eye contact), facial expression, gestures (hand)
- proxemics - distance between two people
- touch
influences on non-verbal communication (10)
touch, distance, interpersonal (cultural), level of activity, level of concentration, body language, courtesy(manners), non-judgmental attitude, mood, appearance
type of proxemics
- intimate, 0-2ft, face-to-face
- personal, 2-4ft, family and friends
- social, 4-12ft, business
- public, >12ft, open spaces
communication strategies
verbal vs active vs therapeutic strategies
- verbal strategies - ask questions, confirm, rephrase
- active listening - show that you are engaged in the conversation
- therapeutic - focuses on physical and emotional well-being
therapeutic strategy
open discussion
listen first, speak last
make observations
give recognition
passive vs aggressive vs assertive vs tactful communication
- passive: non-direct, “you”
- aggressive: very direct, “i”
- assertive: direct, “we”
- tact: ability to communicate your feelings without hurting others’ feelings
Assertive communication
compromise vs collaboration vs reflective strategies
- compromise: give and take for happy medium
- collaboration: working together for common goal
- reflective: ensures receiver understands message, clarification through reinstating and rephrasing
