Communication Skills

Question 1

What kind of questions are used to open dialogue and gather information?

Answer 1

Open-ended questions

Question 2

Listen with _______________

Answer 2

Full attention

Question 3

Observe and read ____________ language.

Answer 3

Body

Question 4

Control your _____________.

Answer 4

Filters

Question 5

Listen all the way to the _____________ before responding.

Answer 5

End

Question 6

Check your understanding by ____________ what you heard.

Answer 6

Rephrasing

Question 7

Take _____________ when appropriate.

Answer 7

Notes

Question 8

Listen for vocal qualities including _________, _________, and _________.

Answer 8

Pitch, pace, power

Question 9

The percentage of your message, carried by your words alone, that the average person may take away.

Answer 9

7%

Question 10

What are the four Listening Levels?

Answer 10

Dull roarIn and out Facts onlyFacts and nonverbal cues

Question 11

Issues, ideas, concepts that may get in the way of normal communication and cloud the message. These are also considered “biases”.

Answer 11

Filters

Question 12

Why is it often difficult to “cover up” emotions nonverbally?

Answer 12

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.

Question 13

Use _______________ questions to encourage others to share their questions, ideas or concerns.

Answer 13

Open-ended

Question 14

How might you ask Participants to ask questions?

Answer 14

What questions might you have for me?

Question 15

Be sure that YOUR _______________ encourages an answer to questions.

Answer 15

Body-language

Question 16

Open-ended questions begin with:

Answer 16

WhoWhatWhenWhereWhyHow

Question 17

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.

Answer 17

Gaining commitment

Question 18

If Influencing is to planting a seed, then ________________ is to watering and caring for the seed.

Answer 18

Persuading

Question 19

What is the difference between ANNOUNCING and EXPLAINING?

Answer 19

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.

Question 20

WIIFM

Answer 20

What’s In It For Me

Question 21

Research shows that the common person can retain between ________________ of information at one time.

Answer 21

4-6 chunks

Question 22

Why is it important to include reasons and rationale when providing information?

Answer 22

Most people (adults) want to know WHY they are being asked to do or think something.

Question 23

Self-esteem is:

Answer 23

Confidence in one’s own worth or abilities; self-respect.

Question 24

Empathy is:

Answer 24

The ability to understand and share the feelings of another.

Question 25

Empathy vs Sympathy

Answer 25

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.

Question 26

Empathy vs Compassion

Answer 26

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.

Question 27

What is culture?

Answer 27

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.

Question 28

Why is culture something UBC members need to know about?

Answer 28

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.

Question 29

When we witness nonverbal cues in another person, we often tend to perceive the __________________ connotations of the cue.

Answer 29

Negative

Question 30

People commonly listen with the intention of ____________ rather than understanding.

Answer 30

Responding