final exam Flashcards
2 types of questioning responses
closed: for yes/no answers or precise information
open: for more information or elaboration
empathy formula
you feel because
youre feeling because
examples of questioning responses
closed: what is your cats name?
open: what is your cat like?
what is paraphrasing
to confirm with the speaker that you have been listening and heard them correctly
3 parts of a perception check
- Description of behaviour
- 2 possible interpretations of behaviour
- Request feedback
4 steps of perception process
Selection
Organization
Interpretation
Negotiation
Selection
of the data we will pay attention or notice
Depends on:
Intensity
repetition
contrast
change
motives
emotional state
Organization/observations
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
Interpretation
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
Negotiation
process by which communicators influence one another’s perceptions through communication
only one that informs other peoples perceptions
difference between sympathy and empathy
s: feeling bad or good for someone, having compassion
e: feeling bad or good with someone, experiencing it with them
“I” language
takes responsibility for personal feelings
less defence provoking
can be egotistical or self absorbed
“We” language
signals inclusion and commitment
can speak improperly for others
“you” language
signals other orientation, particularly when topic is positive
can be judgemental or accusatory esp during confrontation
passive
- Inability or unwillingness to express thoughts or feelings in a conflict
- Often comes from lack of confidence, awareness, or skill
- Sometimes people are aware but choose to behave passively
aggression
Lashing out to attack source of displeasure
Non-verbal emblems (shaking fist, waving arms)
Character attacks
Swearing
Ridicule
Can result in a destructive spiral
assertion
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
What is Communication Climate?
The social tone of the relationship
How people feel about each other while completing a task/activity
positive or negative, can change over time
Benefits of Teams
Increased problem solving
Improved effectiveness
Improved accuracy/competency
Disadvantage of Teams
May build resentment if one team member doesn’t contribute as much as others (social loafing)
Group think
Longer Process
Group think
when peoples desire for harmony overrides good decision making
Feedback
information given by one person to another, describing their behavior and the effect of their behavior
Why Give Feedback?
Helps to build respect and trust
Improves team performance
Allows for opportunities to grow and for positive change
Helps us to understand ourselves better
what to consider when Giving Feedback
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
4 different methods of conflict resolution/management
WIN-LOSE (COMPETITION) OR LOSE-WIN (ACCOMMODATION)
LOSE-LOSE (AVOIDANCE)
COMPROMISE
WIN-WIN (COLLABORATION)
WIN-WIN (COLLABORATION)
Collaborative problem-solving
approach
goal is to find a solution that satisfies the needs of everyone
Work together to find that solution
3 levels of confirming communication and 2 levels of disconfirming communication
confirming:
recognition
acknowledgement
endorsement
disconfirming:
aggressive
ostracism
recognition
“i see you, you see me”
indicating your awareness of the other person
(eye contact, “hello”)
acknowledgement
paying attention to what theyre saying and how they feel
endorsement
agreeing or supporting the persons ideas/feelings
aggressive
demeans worth of other person and damages the relationship
ostracism
ignoring someone or excluding them from a group
electronic communication disadvantages
greater likelihood of miscommunication
no nonverbals, can lead to misinterpretation
may forget to be polite, higher possibility
of hurt feelings
electronic communication advantages
chance to think about a response before sending, message can be changed
evidence of communication is
available long term
face to face advantages
observing non-verbal communication
Chance to clarify perceptions of non-
verbal communication
better for delivering negative messages
better for meetings and team building
face to face disadvantages
in the moment, less time to think before speaking
Emotions might be heightened or escalate
Have to organize meet ups
five things to remember when emailing other professionals
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
2 guidelines to adhere by or remember when using social media
never refer to a client even when the name isn’t mentioned
don’t assume deleted content is no longer accessible
asynchronous communication
occurs when there is a time gap between when the message was sent and when it was received
synchronous communication
happens in real time
Stereotype
harmful assumptions that generalize cultures
Prejudice
unfair bias against an outgroup
Ethnocentrism
belief your culture is superior
