Communication Flashcards
What can be defined as all interactions between one or more message senders and on or more message receivers intended to develop mutual understanding?
communication
What are the 3 ways in which we can communicate?
- verbal
- nonverbal
- emotional
What can be used to add meaning to our verbal communication?
voice modulations
What are 7 types of voice modulations?
- articulation
- intensity
- pitch
- range
- rhythm
- tempo
- variations superimposed on the chosen words
What are the 5 ways listeners deal with verbal input?
- ignore the message
- pretend to listen
- selective listening
- attentive listening
- empathetic listening
What is the highest level of listening?
empathetic listening: making a sincere personal commitment to fully understand the speaker’s frame of reference by attending to all aspects of their communication, before responding.
At a minimum what type of listening must we attain?
attentive in which we attempt to grasp the sender’s meaning most of the time and respond meaningfully.
______ communication is comprised of movements, postures, gestures such as head nodding, facial expressions that reflect the feelings of the communication receiver, eye contact, and place of focus, touch, smell, space, distance, timing, and silence.
Nonverbal
What are the 4 zones of social distance?
- Public zone
- Social zone
- Personal zone
- Intimate zone
Distance between people per zone:
Public zone > __ feet
Social zone = __-__ feet
Personal zone = __-__ feet
Intimate zone
> 12
4-12
1.5-4
What is the benefit of communicating within the public zone?
Degree of safety is felt as there is sufficient time and distance to react to any perceived threat and take appropriate action
What is the benefit of communicating within the social zone?
Distance allows for verbal communication but others are still at a safe distance.
What is the benefit of communicating within the personal zone?
conversation is more direct
What is the benefit of communicating within the intimate zone?
eye contact is easy
Describe Malcom Gladwell’s theory on blink reactions
In low stress situations or in situations where our biases about race, gender, and sexual attraction can be eliminated we make very good decisions based on snap judgments especially if it is in an area of our expertise
What can be defined as the ability to accurately appraise the readiness or resistance of followers to act on information?
Perceptiveness
Emotional _____/_____ is a construct believed by some to be involved in social perceptiveness.
intelligence/quotient
Emotional quotient is a combination of personality characteristics and cognitive abilities that facilitate what 4 things?
- Emotional self-awareness
- Control over emotions and emotional tendencies
- Social Awareness
- Relationship management skills
What are 3 directions in which communication can go?
- downward
- upward
- lateral
Describe downward communication
facilitated largely through management’s control of most of the means of communication
Describe upward communication
Communication occurs from subordinates to a superior
What is upward communication dependent upon?
the leader’s ability to listen
What are 3 suggestions for communicating upward?
- be selective in what you communicate
- prepare your communication by analyzing the problem, assessing its implications, preparing a few alternative solutions, and identifying your recommendation
- structure the communication to meet the time constraints of your superior
Describe lateral communication
Between 2 people at the same organizational level
Before meeting what are 5 things that must be analyzed?
- Required level of confidentiality
- Who needs to be there?
- What potential reactions may be?
- How much time is needed?
- Desired outcome
Describe how much effort is needed to change 9 work variables from easiest to harder
- job skills
- organization and time
- management
- management of work
- knowledge
- attitudes
- habits
- traits
- personality characteristics
What enhances the likelihood of achieving substantive understandings?
Trust between parties
What can be defined as a bidirectional means of developing and maintaining social connections?
networking
What are 7 crucial conversation techniques for success?
- Focus on what you really want not the argument
- Learn to look for signs of yourself/others moving towards silence or violence
- Make the conversation safe with mutual purpose and respect
- Master my stories: Question if your absolute certainty is from hard fact or invented stories
- State my path (share, tell, ask, talk, encourage)
- Explore others path: A, B, C’s (ask, build, compare)
- Move to action: how we decide, move forward, and follow up
When an individual feels as though a conversation is unsafe they move towards one of 2 things, what are they?
Silence or Violence
“CRIB” for mutual purpose. What does this mean?
Commit to mutual purpose
Recognize
Invent mutual purpose
Brainstorm new strategies
