Communication

Question 1

How does Communication work?

Answer 1

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

Question 2

What is the communication triad?

Answer 2

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

Question 3

7 modes of communication?

Answer 3

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

Question 4

Tips to communicating? (6)

Answer 4

• 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

Question 5

Percentages of Listening

Answer 5

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

Question 6

Superficial level

Answer 6

Non-listening

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

Question 7

Obvious level

Answer 7

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

Question 8

Insight Level

Answer 8

Listening for understanding

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

Question 9

Types of non-verbal communication (7)

Answer 9

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

Question 10

Non verbal messages can

Answer 10

• repeat
• contradict
• complement (Add to)
• replace
• accent (emphasize)

Question 11

Closed question

Answer 11

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

Question 12

open question

Answer 12

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

Question 13

why questions

Answer 13

• defensive

- close down

Question 14

How does silence strengthen communication (5)

Answer 14

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

Question 15

How does silence negatively affect communication

Answer 15

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

Question 16

SET Principle

Answer 16

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

Question 17

Assertiveness

Answer 17

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

Question 18

3 Types of Assertiveness

Answer 18

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

Question 19

5 Conflict styles

Answer 19

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

Question 20

Position

Answer 20

what someone wants, represents their solution or perspective

Question 21

interest

Answer 21

the underlying concern or need driving the position, the why

Question 22

Democratic

Answer 22

• 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

Question 23

authoritarian

Answer 23

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

Question 24

Task-oriented

Answer 24

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

Question 25

Relationship-oriented

Answer 25

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

Question 26

Laissez-Faire

Answer 26

• 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