Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

Module 1 > Interpersonal Communication > Flashcards

Interpersonal Communication Flashcards

1
Q

What is interpersonal communication?

A

Interpersonal communication skills are used to share and collect data, express ideas and opinions, give and receive emotional support, make decisions and solve problems, influence attitudes and behaviors, establish and maintain relationships, collaborate and achieve goals

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

What are modes of communication?

A

In person conversations, email, instant messages, letters or memos, phone calls, text messages, social media updates

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

What is the best mode of communication?

A

Depends on the goal of the communication and the substance of what is being communicated

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

Types of communication

A

One way or two way

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

What are the levels of communication?

A

Casual communication, critical communication, crucial communication

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

What is the communication cycle?

A

As the sender you have a message to express and encode. As the receiver you decode and interpret the message.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

Why does communication matter?

A

Communication is an outward demonstration of professionalism and has the power to help or harm your reputation. Communication skills influence how people perceive and treat you. Communication is the foundation of relationships.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

What are the components of communication?

A

Word choice, tone of voice, body language, context and listening.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

What are the word choices to avoid using?

A

Indirect, unclear or vague words; exaggerations; buzzwords, jargon, obscure acronyms, overly technical or complicated language; too many words; foul language

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

What is tone of voice?

A

Tone refers to the variation in your voice. It’s a combination of pitch, pace, volume, inflection, and emphasis. Tone is one of the most powerful elements contributing to the meaning others derive from your communications.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

What are the categories of body language?

A

Eye contact, facial expression, positioning, and gestures.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

What is context?

A

Context is defined as the surrounding environmental influences and existing circumstances in which a communication takes place. Context is another word for setting: place, people, purpose.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

What are the 2 types of listening?

A

Passive listening, and active listening.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

What are the nonverbal active listening tools?

A

Don’t interrupt, remove distractions, nod, mirror the communicator, take notes.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

What are the verbal active listening tools?

A

Probe, clarify, paraphrase, reflect, and encourage.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

What are the 4 styles of communicators?

A

The director, the socializer, the thinker, and the relator.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

Definition of Open.

A

Open people are expressive. They readily share their feelings and listen to others and they tend to be more relationship focused. Examples are Socializers and Relators.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
18
Q

Definition of Guarded.

A

Guarded people are more reserved and formal. They favor facts, data and tasks over relationships and feelings. Examples are Directors and Thinkers.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
19
Q

Definition of Direct.

A

Direct people are more forceful, extroverted, and fast fast paced. They can be spontaneous, competitive, and intense. Examples are Directors and Socializers.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
20
Q

Definition of Indirect.

A

Indirect people are more cautious, introverted and slower paced. They show more self control and diplomacy in their interactions. Examples are Thinkers and Relators.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
21
Q

Four types explained.

A

The Director: direct and guarded; the Socializer: direct and open; the Relator: indirect and open; the Thinker: indirect and guarded

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
22
Q

What is emotional intelligence

A

The ability to recognize and understand emotions in yourself and others, and your ability to use this awareness to manage your behavior and relationships.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
23
Q

What are the competences of emotional intelligence?

A

Two categories: Personal Competence has Self- Awareness and Self- management. Social Competence has Social Awareness and Relationship Management.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
24
Q

Best practices for offering positive feedback

A

Identify the behavior; identify the results; identify the impact; offer gratitude and encouragement; do it often but not too often; spread it around.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
25
Q

When to give negative feedback.

A

When correcting a behavior, when it’s solicited, when permission is granted, when it’s a function of your role.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
26
Q

What are the best practices for offering negative feedback.

A

Check your motives, do it privately, be honest, tactful, and sensitive; provide both descriptive and prescriptive feedback

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
27
Q

How to receive positive feedback?

A

Don’t deflect the attention, show gratitude and acceptance, take note for the future.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
28
Q

How to receive negative feedback?

A

Determine the value; listen, gain clarity, and manage emotions; make use of it.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
29
Q

What are the two types of conflict?

A

Constructive conflict and destructive conflict.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
30
Q

How to prevent destructive conflict?

A

Set expectations; let minor irritations go; address problems, before they become problems.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
31
Q

How to turn a destructive conflict into a constructive conflict?

A

Don’t ignore it; invite the other person/people to discuss it; be aware of emotions; brainstorm solutions; make resolution the priority; involve leadership as appropriate; apologize and forgive.

32
Q

How do you handle gossip?

A

Don’t stay silent; counter with facts; listen for the emotion; change the subject; distance yourself.

33
Q

What is influence

A

Influence is about using personal power to achieve your desired outcomes

34
Q

What is negotiation

A

Negotiation is defined as a discussion aimed at reaching an agreement

35
Q

Negotiation strategies

A 
Aim for win win 
Know your priorities
Be specific
Aim high and give a little 
Bring proof 
Remain patient, polite, and persistent
36
Q

Strategies for voicing ideas, opinions, and objectives

A

Listen first and be selective Choose the environment

Be tactful and diplomatic

37
Q

Reasons for not finding your voice

A 
Intimidation 
Fear of rejection
Fear of rocking the boat 
Fear of drawing too much attention to yourself 
Belief that no one will listen
38
Q

How to set limits

A

Acknowledge the request

State what you can do Negotiate if needed

39
Q

What does managing up mean

A

Managing up means having the ability to influence someone who has authority over you

40
Q

What is managing up not

A

It’s not manipulation, playing politics, kissing up, mind games, pushing yourself on others, trying to control others, or disrespecting organizational hierarchy didn’t organizational hierarchy

41
Q

Strategies to manage up your boss

A 
Meet regularly 
Assert and insert 
Remind and advise 
Present solutions 
Maintain a respectful balance
42
Q

What does low self confidence negatively impact

A 
Career growth
Performance 
Innovation 
Decision making 
Perceptions
43
Q

What are the elements of confidence

A

Capability
Self preservation
Mindset

44
Q

How do you improve your self presentation

A 
Dress
Posture 
Eye contact 
Handshake 
Body language 
Facial expressions
45
Q

How do you develop confidence

A

Positive affirmations
Stop comparing
Beware of the influence of others

46
Q

What are the 3 processes of business writing

A

Prepare
Produce
Proof

47
Q

What are the elements in preparing to write a business document

A

The purpose
The reader’s
The information
Outlining

48
Q

What is the most useful preparation device in writing a business document

A

Outlining is the most useful preparation device

49
Q

What are the strategies to use to produce a business document

A 
Create a first draft 
Remove distractions 
Utilize templates 
Stop self-criticism 
Take breaks
50
Q

What are the ways to proof your business writing document

A

Read aloud
Print your work
Don’t rely on the computer
Get outside perspective

51
Q

How can you determine if a

source is reliable

A 
Publication date  
Publisher/publication 
Presentation 
Authors credential's 
Objective reasoning
52
Q

Why is email a unique form of business writing

A

The volume

The speed

53
Q

Best practices to avoid the potential pitfalls of email

A

Choose recipients carefully Create effective subject lines Use proper business etiquette Simplify and shorten
Use formatting features cautiously

54
Q

What are the 3 areas of concern in confidential information

A

Business information

Client or customer information Employee information

55
Q

What are the types of security threats

A

Internal
External
Partners

56
Q

How to protect the company’s private data

A

Educate yourself
Secure your physical space Follow safe technology practices
Communicate confidential information appropriately Respond to breaches

57
Q

What is self promotion

A

Self promotion is the art of communicating your value to others

58
Q

What is networking

A

Networking is the act or process of expanding your professional connections

59
Q

What activities will expand your network

A

Attend networking events Join professional associations Participate in volunteer activities in the community

60
Q

Strategies to make the most of your networking time

A

Develop your 30-second commercial
Practice engaging conversation Focus on quality over quantity Follow up
Start now

61
Q

What is the personal competence self-management

A

Your ability to use awareness to positively direct your behavior

62
Q

What is the personal competence self-awareness

A

Your ability to accurately understand your own emotions

63
Q

What is the social competence social awareness

A

Your ability to accurately identify and understand the emotions of others

64
Q

What is the social competence relationship management

A

Your ability to use awareness to manage interactions with others successfully

65
Q

How to improve self awareness skills (personal competence)

A

Identify what motivates and satisfies you
Honestly evaluate your personal strengths and weaknesses
Identify what people or situations trigger emotional reactions
Use emotional mistakes as lessons
Understand your emotional tendencies when under stress

66
Q

How to improve self management (personal competence)

A

Do not let emotions dictate your behavior
Pause between stimulus and choosing your response Use trusted advisors to help you identify the best course of action
Talk about your emotions before they erupt
Learn to be agile and quickly adapt to change
Actively focus your attention on helpful perspectives rather than unhelpful ones

67
Q

How to improve social awareness (social competence)

A

Be present and give others your full attention
Listen and watch your surroundings
Observe body language, facial expressions, and other physical indicators of emotion Verify your interpretations by asking questions
Follow professional norms and workplace etiquette

68
Q

How to improve relationship management (social competence)

A

Engage in frequent high- quality communication with others
Acknowledge other people’s feelings in difficult situations Provide positive and constructive feedback
Accept positive and constructive feedback offered Show others you care about them through your actions and words

69
Q

What are the mechanical areas of common mistakes

A

Spelling
Grammar
Vocabulary

70
Q

Name the 15 most common grammar mistakes in business writing

A
  1. There/they’re/their
  2. Your/you’re
  3. Its/it’s
  4. Effect/affect
  5. Then/than
  6. Between/among
  7. A lot/alot
  8. A while/awhile
  9. Loose/ lose
  10. Me, myself, and I
  11. Compliment/ Complement 12. Fewer/less
  12. Good/well
  13. Who/whom
  14. Except/accept
71
Q

What common errors and mistakes are choices

A

Style

Format

72
Q

What are the strategies for

articulating success

A 
Share notable accomplishments 
Focus on evidence
Find everyday opportunities
Keep it brief
Be mindful of timing
73
Q

What are other business online etiquette areas

A

Instant message

Social media

74
Q

What is the quote from Jeff Bezos, founder of amazon.com

A

Your brand is what people say about you when you’re not in the room

75
Q

Why do you do networking

A

Networking is a purposeful business activity
Its focus is on establishing mutually beneficial relationships
Gives you access to the informal job market
It’s done in person and online

Module 1 (1 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions