Exam 2: Ch. 5-8 Flashcards
Listening defined:
complex process of selecting, attending to, creating meaning from, remembering, and responding to verbal and nonverbal messages
Hearing defined:
The physiological process of decoding sounds
Listening styles: (4)
relational listening style
analytical listening style
critical listening style
task-oriented listening style
Relational Listeners:
- tend to prefer listening to people’s expressions of their emotions and feelings
- searches for common interests and seeks to empathize with the feelings of others
- less apprehensive when communicating with others
- also called “sympathetic listeners”
Analytical Listeners:
- focus on facts and tend to withhold judgement before reaching a specific conclusion
- tend to listen to an entire message before assessing the validity of the information they hear
- focus more on facts and details than emotions
critical listeners:
- are good at evaluating information they hear
- able to hone in on inconsistencies in what someone says
- more likely to catch errors in the overall logic and reasoning that is being used to reach a conclusion
- also called “second guessers”
task-oriented listeners:
- focuses more on achieving a specific outcome or accomplishing a task than focusing on the communication relationship when they listen to others
- focuses on verbs - what needs to be done
- they want to do something with the information that they hear.
Why should we understand our listening style: (3)
- can help you adapt and adjust to the listening situation
- understand that you may have more than one listening style
- be aware of the listening styles of others so that you can communicate messages that they are more likely to hear
Different listening barriers: (7)
- being self-absorbed
- unchecked emotions
- criticizing the speaker
- differing speech rate and thought rate
- information overload
- external noise
- listener apprehension
Conversational Narcissism:
- being self-absorbed
- when a self-absorbed communicator is just talking about their ideas, experiences, and stories
selective listening:
- self-absorbed
- letting pre-performed biases, prejudices, expectations, and stereotypes cause us to hear what we want to hear instead of listening to what a speaker actually said
ambush listener:
person who is overly critical and judgmental when listening to others
Listener apprehension:
the fear of misunderstanding or misinterpreting, or not being able to adjust psychologically to messages spoken by others
Three steps to being more of an other-oriented listener:
1) stop
2) look
3) listen
social decentering:
cognitive process in which we take into account another person’s thoughts, feelings, values, and background, and perspective
Listen actively:
- process of being physically and mentally engaged in the listening process and letting the listener know that you are engaged
- confirms message understanding
- confirms message affect
critical listening:
- goal is to use information to make a choice
- Information triage: process of evaluating and sorting out information
fact:
something that has been directly observed to be true and thus has proven to be true
inference:
conclusion based on speculation
How does listening well help in a work-related atmosphere?
things go more efficiently because things only need to be said once
How does listening well help in a medical related situation?
i. This could be life or death – medicine that is prescribed wrong could kill
ii. Prevents mistakes from happening when listening well
iii. If patients don’t like talking about something personal then they only need to say it once – reduces frustration and embarrassment.
iv. Patients are more satisfied/happier/ and healthier when they feel they are being listen to.
How to improve accurate responding skills: (5)
- Ask appropriate questions
- accurately paraphrase
- provide well-timed responses
- provide usable information
- appropriately adapt your responses
How to improve empathic responding skills: (3)
- dont interrupt
- paraphrase emotions
- provide helpful social support
social support:
expression of empathy and concern for others that is communicated while listening to them and offering positive and encouraging words
How to improve your confirmation skills: (6)
- direct acknowledgement
- agreement about judgements
- supportive response
- clarifying response
- expression of positive feeling
- compliment
How to avoid Disconfirming responses:
- impervious responses
- interrupting response
- irrelevant response
- tangential response
- impersonal response
- incoherent response
- incongruous response
Words as symbols:
word, sound, or visual image that represents something else, such as thought, concept, or object.
Relating to the idea of words being symbols:
referent: thing that a symbol represents
thought: mental process of creating an image, sound, concept, or experience triggered by a referent or symbol
denotative meaning of a word:
- creates content
- the word’s restrictive or literal meaning
connotative meaning of a word:
- creates feelings
- personal or subjective meaning of a word
Words as concrete and abstract:
if the word can be experienced its referent with one of their senses; if you can see a word’s referent, or touch it, smell it, taste it or hear it, then the word is concrete.
- not able to do above, means it is abstract; Transportation is abstract compared to red Mercedes that is concrete
Words are arbitrary
There is not an obvious meaning words represent what they refer to.
words are culture-bound:
words change from culture to culture
- semantics: study of words and meaning
- symbolic interaction theory: people make sense of the world based on their interpretation of words or symbols used by others
Words create perceptions
words give you the tool to create how you perceive the world by naming and labeling what you experience
Words influence thought:
- words and thoughts are inextricably linked
- when someone says “pink elephant” it is impossible not to think of a pink elephant
words influence actions:
- your thoughts, which are influenced by words, affect how you behave
linguistic determinism:
- language shapes the way we think
- our words also reflect our thoughts and culture
linguistic relativity:
- each language includes some unique features that are not found in other languages
Sapir-Whorf hypothesis:
- language shapes our culture and culture shapes our language
worldview:
how they interpret what they experience
Words make and break relationships:
- Profanity
- Euphemism: A mild or indirect word that is substituted for one that describes something vulgar, profane, unpleasant, or embarrassing.
How to manage misunderstandings: (6)
- Be aware of missed meaning
- be clear
- be specific
- be aware of changes in meaning
- be aware of polarizing either-or extremes
- be unbiased
bypassing:
when the same words mean different things to different people
malapropism:
- a confusions of one word or phrase for another that sounds similar to it
restricted code or jargon:
set of words that have a particular meaning to a person, group, or culture
Allness statements:
tendency to use language to make unqualified, often untrue generalizations
indexing:
avoiding generalizations by using statements that separate one situation, person, or example from another
static evaluation:
falis to recognize change; labels in particular have a tendency to freeze-frame our awareness
How to use words of support: (6)
- describe your feelings rather than evaluate behavior
- solve problems rather than control
- be genuine rather than manipulative
- empathize rather than remain detached
- be flexible rather than rigid
- present yourself as equal rather than superior
extended “I” language:
brief preface to a feedback statement, intended to communicate that you don’t want your listener to take your message in an overly critical way
Assertive vs. aggressive
- Assertive: able to pursue one’s own best interests without denying a partner’s right
- Aggressive: expressing one’s interests while denying the rights of others by blaming, judging, and evaluating other people.
5 ways to assert yourself in the face of controversy
- describe how you view the situation
- disclose your feelings
- identify the effects of the behavior
- be silent and wait
- paraphrase content and feelings
Grice’s principal of cooperation (how conversations continue to flow)
- Maxim of quantity: Provide enough information to keep the conversation going.
- Maxim of quality: Information is quality, and accurate that can be supported with evidence
- Maxim of relation: Needs to be relevant to the conversation.
- Maxim of manner: Avoiding obscurity
How to express your emotions to others
- Use well-chosen words or phrases to express the emotions you are feeling
- Practice expressing your emotions
- Use word pictures to Communicate feelings and emotions; Use similes
3 different styles of changing topics:
- Coherent topic shifts
- Non co-horrent shifts: No connection from one topic to the next
- Sin license: Obtaining permission to change the subject (but not really) to say something inappropriate.
Nonverbal communication:
behavior other than written or spoken language that creates meaning for someone
3 types of nonverbal communication:
- Intrinsic: biological; you can’t control it.
- Iconic: also naturally biologically but it can be patterned behavior that represents something else; Depending on the person or culture; not across time
- Arbitrary: some nonverbal mean different things to different people
importance of nonverbal communication:
- the primary way we communicate our feelings and attitudes
- usually more believable than verbal messages
- work with verbal messages to create meaning
- help people respond and adapt to others
- play a major role in interpersonal relationships
interaction adaption theory:
suggesting that people interact with others by adapting to their communication behaviors
interactional synchrony:
mirroring of each other’s nonverbal behavior by communication partners
Stages of “Quasi-Courtship behavior”
- courtship readiness
- preening behaviors
- positional cues
Ekman and Friesen classified movements and gestures according to their functions: 5 categories
- emblems
- illustrators
- affect displays
- regulators
- adaptors
emblems:
nonverbal cues that have specific, generally understood meanings in a given culture and may actually substitute for a word or phrase are emblems
“Warm” people
- face their partners directly
- smile more
- Make more eye contact
- fidget less
- generally make fewer unnecessary hand movements
“Cold” people
- make less eye contact
- smile less
- fidget more
- turn away from their partner
Adam Kendon identified four functions of eye contact in interpersonal interactions:
- cognitive function
- monitoring function
- regulatory function
- expressive function
Conclusions about the expression and interpretation of facial expressions:
- you can control some facial expressions
- facial expressions are contagious
- smiling is cross cultural
- there may be a universal basis for interpreting facial expressions
- complex facial expressions are easier to interpret
- it’s likely you can spot a phony smile
- you express micro expression
Functions of vocal cues:
- communicate emotions
- help us manage conversations
- use of silence speaks volumes
backchannel cues:
vocal cues that signal your wish to speak or stop speaking
Fun facts about facial expressions:
i. Face is the exhibit gallery for emotional displays.
ii. 250,000 different expressions
iii. Six primary face expressions: Surprise, fear, disgust, anger, happiness, sadness
Hall’s Four spatial zones:
- Intimate space (0- 11/2ft)
- Personal space (11/2 – 4ft)
- Social space (4-12ft.)
- Public Space (12ft and beyond)
