Communication Flashcards

1
Q

How does Communication work?

A

Information input from messenger/sender–> message is decoded—-> Behaviour/output/ response from reciepient

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2
Q

What is the communication triad?

A

Biology-how, ears/eyes/brain, the receiving
Psychology- who, personality/mental health/feelings/emotions, the intepretation
Sociology- when and where, social experience/culture/social media/ family friends school church

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3
Q

7 modes of communication?

A
  1. person to person
  2. meetings
  3. paper
  4. internet
  5. phones
  6. mobile phones
  7. hand writing
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4
Q

Tips to communicating? (6)

A
  • consider goal of communicating
  • make sure goal is understood
  • communicating is hard work
  • communication takes patientce
  • involves interpretation
  • listening to understand is harder than being understood
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5
Q

Percentages of Listening

A

55% is how you look
38% is how you sound
7% is the words you say
93% of message is non words (55+38)

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6
Q

Superficial level

A

Non-listening

  • blank face, fading out, staring,
  • saying “I see, uh huh sure”
  • nodding, looking at watch
  • thinking about other things
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7
Q

Obvious level

A

Listening for rejection

  • seems like listening
  • process information to respond
  • formulate thoughts before finished
  • reject-“that won’t work, but; can’t”
  • sometimes talk over or debate
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8
Q

Insight Level

A

Listening for understanding

  • seek ti understand the other
  • seek deeper meaning
  • active listening: empathy, questions, reframing, summarizing
  • “it sounds like; I hear you say”
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9
Q

Types of non-verbal communication (7)

A
  • facial expressions,
  • gestures
  • paralinguistics
  • haptics
  • Body language
  • appearance
  • eye contact/glaze
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10
Q

Non verbal messages can

A
  • repeat
  • contradict
  • complement (Add to)
  • replace
  • accent (emphasize)
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11
Q

Closed question

A
  • require short factual one concept answers
  • yes or no
  • seeks understanding of basic information
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12
Q

open question

A
  • what, how, why
  • seeks knowledge, ideas, opinions, feelings,
  • opens, explores, looks for detail
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13
Q

why questions

A
  • defensive

- close down

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14
Q

How does silence strengthen communication (5)

A
  • to pause
  • to support
  • to show respect
  • to slow down pace and intensity
  • to control one self and emotions
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15
Q

How does silence negatively affect communication

A
  • to shut down convo
  • to ice out/bully
  • to ignore
  • to avoid responsibility
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16
Q

SET Principle

A

Support-statement of support or acknowledgement
Empathy- statement of person’s feelings
Truth- statement of fact or reality

17
Q

Assertiveness

A

Standing up for yourself without putting others down. Stating what you want and why.

18
Q

3 Types of Assertiveness

A

Aggressive (shark)- i am right, power over, dominance
Passive (Turtle) Give in, give up, silent, I lose
Passive-Aggressive (snake) passive first, then aggressive

19
Q

5 Conflict styles

A
Turtle (avoiding)
Teddy Bear (accomodating)
Fox (compromising)
Owl (colloborating)
Shark (competing)
20
Q

Position

A

what someone wants, represents their solution or perspective

21
Q

interest

A

the underlying concern or need driving the position, the why

22
Q

Democratic

A
  • team guided by one leader but all individual involved in decision making
  • uses consensus and group decision making
  • leader has final say
  • inclusive, interested and sharing
23
Q

authoritarian

A
  • one leader or boss
  • leader dictates all policies and procedures
  • lacks participation from subordinates
  • directive, controlling, bossy
24
Q

Task-oriented

A
  • only focus on getting task done
  • not worried about people, end product is important
  • focused, clear, organized, goal focused
25
Q

Relationship-oriented

A
  • care about people their feelings and well-being
  • leaders focused on growing and developing people
  • encourage teammwork and creative colloboration
  • friendly and approachable
26
Q

Laissez-Faire

A
  • a non authoritarian leadership style less involved
  • leader believes people work best when they are left alone to do things their own way
  • uninvolved leadership style hands off