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
4 different methods of conflict resolution/management
WIN-LOSE (COMPETITION) OR LOSE-WIN (ACCOMMODATION) LOSE-LOSE (AVOIDANCE) COMPROMISE WIN-WIN (COLLABORATION)
26
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
27
3 levels of confirming communication and 2 levels of disconfirming communication
confirming: recognition acknowledgement endorsement disconfirming: aggressive ostracism
28
recognition
"i see you, you see me" indicating your awareness of the other person (eye contact, "hello")
29
acknowledgement
paying attention to what theyre saying and how they feel
30
endorsement
agreeing or supporting the persons ideas/feelings
31
aggressive
demeans worth of other person and damages the relationship
32
ostracism
ignoring someone or excluding them from a group
33
electronic communication disadvantages
greater likelihood of miscommunication no nonverbals, can lead to misinterpretation may forget to be polite, higher possibility of hurt feelings
34
electronic communication advantages
chance to think about a response before sending, message can be changed evidence of communication is available long term
35
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
36
face to face disadvantages
in the moment, less time to think before speaking Emotions might be heightened or escalate Have to organize meet ups
37
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
38
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
39
asynchronous communication
occurs when there is a time gap between when the message was sent and when it was received
40
synchronous communication
happens in real time
41
Stereotype
harmful assumptions that generalize cultures
42
Prejudice
unfair bias against an outgroup
43
Ethnocentrism
belief your culture is superior