Communication Skills Flashcards
What kind of questions are used to open dialogue and gather information?
Open-ended questions
Listen with _______________
Full attention
Observe and read ____________ language.
Body
Control your _____________.
Filters
Listen all the way to the _____________ before responding.
End
Check your understanding by ____________ what you heard.
Rephrasing
Take _____________ when appropriate.
Notes
Listen for vocal qualities including _________, _________, and _________.
Pitch, pace, power
The percentage of your message, carried by your words alone, that the average person may take away.
7%
What are the four Listening Levels?
Dull roarIn and out Facts onlyFacts and nonverbal cues
Issues, ideas, concepts that may get in the way of normal communication and cloud the message. These are also considered “biases”.
Filters
Why is it often difficult to “cover up” emotions nonverbally?
Because while you may be able to turn off your voice and words, multitasking is difficult for a cool mind. One that is agitated has a more difficult time multi-tasking and monitoring verbal AND nonverbal cues.
Use _______________ questions to encourage others to share their questions, ideas or concerns.
Open-ended
How might you ask Participants to ask questions?
What questions might you have for me?
Be sure that YOUR _______________ encourages an answer to questions.
Body-language
Open-ended questions begin with:
WhoWhatWhenWhereWhyHow
If someone has listened to your ideas, has adopted them as their own, and has begun telling other people, you have reached the ___________________ informing level.
Gaining commitment
If Influencing is to planting a seed, then ________________ is to watering and caring for the seed.
Persuading
What is the difference between ANNOUNCING and EXPLAINING?
Announcing requires no commitment from the listener. Explaining is done in a way that the sender curates the message so that the listener will internalize and understand the message.
WIIFM
What’s In It For Me
Research shows that the common person can retain between ________________ of information at one time.
4-6 chunks
Why is it important to include reasons and rationale when providing information?
Most people (adults) want to know WHY they are being asked to do or think something.
Self-esteem is:
Confidence in one’s own worth or abilities; self-respect.
Empathy is:
The ability to understand and share the feelings of another.
Empathy vs Sympathy
Empathy is the ability to experience the feelings of another person. It goes beyond sympathy, which is caring and understanding for the suffering of others.
Empathy vs Compassion
While empathy refers more generally to our ability to take the perspective of and feel the emotions of another person, compassion is when those feelings and thoughts include the desire to help. Empathy is often ACCOMPANIED by compassion.
What is culture?
When applied to a smaller social grouping: The customs, arts, social institutions, and achievements of a particular nation, people, or other social group.Culture may be all the situations, events, interactions, and learning that has shaped the way that you see the world and make decisions.
Why is culture something UBC members need to know about?
Culture is a strong part of people’s lives. It influences their views, their values, their humor, their hopes, their loyalties, and their worries and fears. So when you are working with people and building relationships with them, it helps to have some perspective and understanding of their cultures.
When we witness nonverbal cues in another person, we often tend to perceive the __________________ connotations of the cue.
Negative
People commonly listen with the intention of ____________ rather than understanding.
Responding
