Interpersonal Communication Flashcards
Active Listening
A nonjudgmental communication technique that focuses not only on understanding the content of what is being said but also on the underlying emotions and feelings conveyed by the sender
Assertiveness
A style of communication in which thoughts and feelings are expressed positively and directly, without offending others.
Body language
An important part of nonverbal communication that can reveal a person’s physical, mental, or emotional state through powerful messages such as gestures, postures, and facial expressions.
Closed questions
Questions that are structured so that the response can be restricted to one word such as yes or no or to a few words
Defence mechanisms
A subconscious practice intended to either delay - or avoid altogether -uncomfortable feelings such as anxiety, guilt, stress, or embarrassment
Electronic communication
The transfer of information through electronic media
Empathetic listening
A nonjudgmental technique that requires the listener to be attentive to the senders feelings
Focusing
Limiting the conversation to a certain topic
Interpersonal communication
The exchange of information between two people, usually face to face
Nonverbal communication
Messages sent without words
Open ended questions
Questions that invite a personal share thoughts, feelings , or ideas,
Paraphrasing
Restating someone’s message in ones own words
Social media
Websites and applications through which users create virtual communities or networks to share information, ideas, personal messages, and other content.
Verbal communication
Messages sent through the spoken word
Workplace etiquettt
Professional, ethical, friendly, respectful behaviour toward all staff and co workers at all times
Denial
Unwillingness to accept the truth or a certain reality
Fantasizing
Daydreaming as an escape instead of dealing with reality
Passive aggressiveness
The practice of expressing negative emotions, resentment, or anger toward others through passive, indirect ways ( such as through procrastination or manipulation) instead of by verbalizing feelings in an assertive manner
Projection
Blaming someone else for ones own behaviour
Rationalization
Justifying a behaviour or action by explaining it as being less harmful or hurtful than it really is.
Regression
A return to an earlier development stage as a way to escape from stress
Repression
The involuntary action of blocking painful memories from the conscious mind
Submissiveness
A show of obedience, meekness, and compliance in the face of conflict or difference of opinion, instead of assertiveness
Suppression
A conscious refusal to acknowledge a painful or upsetting situation.
Factors that influence communication :
- perception
- experience and confidence
- physical and mental health
- mood and emotions
- values
- beliefs and cultural influences
- gender
- age
- electronic communication and social media
To effectively communicate with words you need the following:
- choose your words carefully
- be aware that emotions can affect your communication
- use simple, everyday language
- speak clearly, slowly, and distinctly
- use visual clues
- control the volume and tone of your voice
- be brief and concise
- present information in a logical manner
- ask one question at a time
- determine understanding
- do not pretend to understand
Body language includes the following ;
Posture Appearance Facial expression Body movements Eye contact Gestures
Guidelines of active listening
Face the client Make eye contact Lean toward the client Respond to your client Avoid communication barriers
Paraphrasing serves three purposes
- It shows that you are listening
- It lets both you and the sender know that you understood the message
- It promotes further communication
Improve communication with clients by avoiding the following :
Interrupting Answering your own questions Giving advice Minimizing problems Using patronizing language Failing to listen
Defence mechanisms :
Denial Displacement Fantasizing Passive aggressive Projection Rationalization Regression Repression Submissiveness Suppression
Underlying cause of fear:
Frustration Anxiety Fear Pain Hurt feelings
Verbal expressions of anger include:
Outbursts
Shouting
Raised voice
Rapid speech
Nonverbal signs of anger include
Rapid movements
Pacing
Clenched fists
Redden facd or neck
Four step teaching method
Describe to the client the steps in the task
Show the client how to do the step
Have the client try
Review the clients success with each step
