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1130 > final exam > Flashcards

final exam Flashcards

1
Q

2 types of questioning responses

A

closed: for yes/no answers or precise information
open: for more information or elaboration

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2
Q

empathy formula

A

you feel because
youre feeling because

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3
Q

examples of questioning responses

A

closed: what is your cats name?
open: what is your cat like?

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4
Q

what is paraphrasing

A

to confirm with the speaker that you have been listening and heard them correctly

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5
Q

3 parts of a perception check

A
  1. Description of behaviour
  2. 2 possible interpretations of behaviour
  3. Request feedback
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6
Q

4 steps of perception process

A

Selection
Organization
Interpretation
Negotiation

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7
Q

Selection

A

of the data we will pay attention or notice
Depends on:
Intensity
repetition
contrast
change
motives
emotional state

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8
Q

Organization/observations

A

of the data that we notice into a meaningful packages
organizing perceptions of people and events
split into:
physical traits
role based
interaction-based
psychological
past experiences

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9
Q

Interpretation

A

making sense of the data that we have constructed
Dependent on:
degree of involvement
relational satisfaction
past experiences
assumptions about human behaviour
expectations and knowledge of others

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10
Q

Negotiation

A

process by which communicators influence one another’s perceptions through communication
only one that informs other peoples perceptions

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11
Q

difference between sympathy and empathy

A

s: feeling bad or good for someone, having compassion
e: feeling bad or good with someone, experiencing it with them

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12
Q

“I” language

A

takes responsibility for personal feelings
less defence provoking
can be egotistical or self absorbed

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13
Q

“We” language

A

signals inclusion and commitment
can speak improperly for others

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14
Q

“you” language

A

signals other orientation, particularly when topic is positive
can be judgemental or accusatory esp during confrontation

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15
Q

passive

A
  1. Inability or unwillingness to express thoughts or feelings in a conflict
  2. Often comes from lack of confidence, awareness, or skill
  3. Sometimes people are aware but choose to behave passively
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16
Q

aggression

A

Lashing out to attack source of displeasure
Non-verbal emblems (shaking fist, waving arms)
Character attacks
Swearing
Ridicule
Can result in a destructive spiral

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17
Q

assertion

A

Facing conflict directly, trying to find solutions that meet needs of everyone in relationship
Speaker’s statement expresses thoughts and feelings clearly, without attacking the other person

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18
Q

What is Communication Climate?

A

The social tone of the relationship
How people feel about each other while completing a task/activity
positive or negative, can change over time

19
Q

Benefits of Teams

A

Increased problem solving
Improved effectiveness
Improved accuracy/competency

20
Q

Disadvantage of Teams

A

May build resentment if one team member doesn’t contribute as much as others (social loafing)
Group think
Longer Process

21
Q

Group think

A

when peoples desire for harmony overrides good decision making

22
Q

Feedback

A

information given by one person to another, describing their behavior and the effect of their behavior

23
Q

Why Give Feedback?

A

Helps to build respect and trust
Improves team performance
Allows for opportunities to grow and for positive change
Helps us to understand ourselves better

24
Q

what to consider when Giving Feedback

A

Describe your feelings/wants without judgment, focus on behaviour
Use I statements
Avoid generalizations
Look for solutions with the person
Be clear and honest about requests
No hidden agenda

25
Q

4 different methods of conflict resolution/management

A

WIN-LOSE (COMPETITION) OR LOSE-WIN (ACCOMMODATION)
LOSE-LOSE (AVOIDANCE)
COMPROMISE
WIN-WIN (COLLABORATION)

26
Q

WIN-WIN (COLLABORATION)

A

Collaborative problem-solving
approach
goal is to find a solution that satisfies the needs of everyone
Work together to find that solution

27
Q

3 levels of confirming communication and 2 levels of disconfirming communication

A

confirming:
recognition
acknowledgement
endorsement
disconfirming:
aggressive
ostracism

28
Q

recognition

A

“i see you, you see me”
indicating your awareness of the other person
(eye contact, “hello”)

29
Q

acknowledgement

A

paying attention to what theyre saying and how they feel

30
Q

endorsement

A

agreeing or supporting the persons ideas/feelings

31
Q

aggressive

A

demeans worth of other person and damages the relationship

32
Q

ostracism

A

ignoring someone or excluding them from a group

33
Q

electronic communication disadvantages

A

greater likelihood of miscommunication
no nonverbals, can lead to misinterpretation
may forget to be polite, higher possibility
of hurt feelings

34
Q

electronic communication advantages

A

chance to think about a response before sending, message can be changed
evidence of communication is
available long term

35
Q

face to face advantages

A

observing non-verbal communication
Chance to clarify perceptions of non-
verbal communication
better for delivering negative messages
better for meetings and team building

36
Q

face to face disadvantages

A

in the moment, less time to think before speaking
Emotions might be heightened or escalate
Have to organize meet ups

37
Q

five things to remember when emailing other professionals

A

clear and concise message on the Subject Line
Start with a greeting
complete sentences with grammar and spelling
Maintain a level of formality
Send to the right recipient

38
Q

2 guidelines to adhere by or remember when using social media

A

never refer to a client even when the name isn’t mentioned
don’t assume deleted content is no longer accessible

39
Q

asynchronous communication

A

occurs when there is a time gap between when the message was sent and when it was received

40
Q

synchronous communication

A

happens in real time

41
Q

Stereotype

A

harmful assumptions that generalize cultures

42
Q

Prejudice

A

unfair bias against an outgroup

43
Q

Ethnocentrism

A

belief your culture is superior

1130 (6 decks)

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