Communication Skills Flashcards
Define Effective Communication.
The passing of information between one person and another that is mutually understood and results in the other person behaving in a manner which demonstrates understanding.
What are the two elements of effective communication?
- The meaning is understood by the receiver in the same way it is understood by the sender, and;
- Knowledge of the receivers understanding is passed back to the sender by some form of Feedback.
What are the 5 processes of communication?
- Encoding,
- Transmission,
- Receiving,
- Decoding, and
- Feedback
Define Encoding.
The translation of experience/concept into symbols.
Define Transmission.
Translation of encoded symbol into observable behavior.
Define Receiving.
The brain interprets symbols from the sender.
Define Decoding.
Same process as encoding for sender (translation of experience/concept into symbols).
Define Feedback.
The receiver responds to sender/self-correcting mechanism (facial expressions or a change in behavior back on the job).
___________ Communication involves the sender telling the receiver information; ending their communication. Examples include lectures or handouts.
One-Way Communication
In ________ Communication the receiver may ask questions for clarification. Examples include group discussions and activities.
Two-Way Communication
______________ Communication requires that the sender ask directed questions, build in group activities/discussion, and avoid lecture-only approaches.
Encouraging Two-Way Communication
List three factors that influence perception.
Past Experience, Motivation, and Social Context.
What is symbolic communication?
One’s opinion of another based on their clothing, jewelry, hair style, and other symbols.
List some barriers to verbal communication.
Use of “jargon”.
Absence of common experiences.
Use of unknown acronyms.
What are three different methods of communication one can use to transfer meaning to another person?
Symbolic, Verbal, and Nonverbal Communication.
_____ words objects or events a human being can experience directly, such as a candy bar or a dog.
Concrete Words
_______ words are ideas or concepts that cannot be directly experienced. These are concepts that cannot be touched, seen, heard, tasted, or smelled.
Abstract Words.
Nonverbal Communication includes _______ and __________ characteristics.
Proxemics and Vocal Characteristics.
______ is defined as one’s perception of social and personal space.
Proxemics
_______ characteristics include an instructor’s pitch, rate of speech, silent pauses and volume.
Vocal Characteristics
What are two components of effective listening?
Listen for Total Meaning
Listen with a serious purpose to comprehend, remember, analyze, criticize, and evaluate.
What is Inference?
A conclusion or opinion (Subjective Evaluation)
What is observation?
Facts made after observation (Statement of facts).
The average listening effectiveness rate is ____%.
25%
Proper speech rate is ____-____ words per minute.
155-160
List some sender caused barriers:
Not clear about a message.
Incorrectly assumes knowledge.
Poor medium for the message.
Does not allow feedback.
Poor language selection.
Improperly analyzes the receiver.
Background experiences differ.
Contradictory Communication.
List some Listener caused barriers:
Assume uninteresting/unimportant.
Mentally criticize the speaker.
Automatically question/oppose idea.
Listen ONLY for factual data.
Hear only one third of the message.
ONLY Visually attentive.
Permit speaker to be inaudible.
Tune out technical information.
Find words/phrases distasteful.
