Interpersonal Communication Flashcards
What is interpersonal communication?
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
What are modes of communication?
In person conversations, email, instant messages, letters or memos, phone calls, text messages, social media updates
What is the best mode of communication?
Depends on the goal of the communication and the substance of what is being communicated
Types of communication
One way or two way
What are the levels of communication?
Casual communication, critical communication, crucial communication
What is the communication cycle?
As the sender you have a message to express and encode. As the receiver you decode and interpret the message.
Why does communication matter?
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.
What are the components of communication?
Word choice, tone of voice, body language, context and listening.
What are the word choices to avoid using?
Indirect, unclear or vague words; exaggerations; buzzwords, jargon, obscure acronyms, overly technical or complicated language; too many words; foul language
What is tone of voice?
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.
What are the categories of body language?
Eye contact, facial expression, positioning, and gestures.
What is context?
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.
What are the 2 types of listening?
Passive listening, and active listening.
What are the nonverbal active listening tools?
Don’t interrupt, remove distractions, nod, mirror the communicator, take notes.
What are the verbal active listening tools?
Probe, clarify, paraphrase, reflect, and encourage.
What are the 4 styles of communicators?
The director, the socializer, the thinker, and the relator.
Definition of Open.
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.
Definition of Guarded.
Guarded people are more reserved and formal. They favor facts, data and tasks over relationships and feelings. Examples are Directors and Thinkers.
Definition of Direct.
Direct people are more forceful, extroverted, and fast fast paced. They can be spontaneous, competitive, and intense. Examples are Directors and Socializers.
Definition of Indirect.
Indirect people are more cautious, introverted and slower paced. They show more self control and diplomacy in their interactions. Examples are Thinkers and Relators.
Four types explained.
The Director: direct and guarded; the Socializer: direct and open; the Relator: indirect and open; the Thinker: indirect and guarded
What is emotional intelligence
The ability to recognize and understand emotions in yourself and others, and your ability to use this awareness to manage your behavior and relationships.
What are the competences of emotional intelligence?
Two categories: Personal Competence has Self- Awareness and Self- management. Social Competence has Social Awareness and Relationship Management.
Best practices for offering positive feedback
Identify the behavior; identify the results; identify the impact; offer gratitude and encouragement; do it often but not too often; spread it around.
When to give negative feedback.
When correcting a behavior, when it’s solicited, when permission is granted, when it’s a function of your role.
What are the best practices for offering negative feedback.
Check your motives, do it privately, be honest, tactful, and sensitive; provide both descriptive and prescriptive feedback
How to receive positive feedback?
Don’t deflect the attention, show gratitude and acceptance, take note for the future.
How to receive negative feedback?
Determine the value; listen, gain clarity, and manage emotions; make use of it.
What are the two types of conflict?
Constructive conflict and destructive conflict.
How to prevent destructive conflict?
Set expectations; let minor irritations go; address problems, before they become problems.
How to turn a destructive conflict into a constructive conflict?
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.
How do you handle gossip?
Don’t stay silent; counter with facts; listen for the emotion; change the subject; distance yourself.
What is influence
Influence is about using personal power to achieve your desired outcomes
What is negotiation
Negotiation is defined as a discussion aimed at reaching an agreement
Negotiation strategies
Aim for win win Know your priorities Be specific Aim high and give a little Bring proof Remain patient, polite, and persistent
Strategies for voicing ideas, opinions, and objectives
Listen first and be selective Choose the environment
Be tactful and diplomatic
Reasons for not finding your voice
Intimidation Fear of rejection Fear of rocking the boat Fear of drawing too much attention to yourself Belief that no one will listen
How to set limits
Acknowledge the request
State what you can do Negotiate if needed
What does managing up mean
Managing up means having the ability to influence someone who has authority over you
What is managing up not
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
Strategies to manage up your boss
Meet regularly Assert and insert Remind and advise Present solutions Maintain a respectful balance
What does low self confidence negatively impact
Career growth Performance Innovation Decision making Perceptions
What are the elements of confidence
Capability
Self preservation
Mindset
How do you improve your self presentation
Dress Posture Eye contact Handshake Body language Facial expressions
How do you develop confidence
Positive affirmations
Stop comparing
Beware of the influence of others
What are the 3 processes of business writing
Prepare
Produce
Proof
What are the elements in preparing to write a business document
The purpose
The reader’s
The information
Outlining
What is the most useful preparation device in writing a business document
Outlining is the most useful preparation device
What are the strategies to use to produce a business document
Create a first draft Remove distractions Utilize templates Stop self-criticism Take breaks
What are the ways to proof your business writing document
Read aloud
Print your work
Don’t rely on the computer
Get outside perspective
How can you determine if a
source is reliable
Publication date Publisher/publication Presentation Authors credential's Objective reasoning
Why is email a unique form of business writing
The volume
The speed
Best practices to avoid the potential pitfalls of email
Choose recipients carefully Create effective subject lines Use proper business etiquette Simplify and shorten
Use formatting features cautiously
What are the 3 areas of concern in confidential information
Business information
Client or customer information Employee information
What are the types of security threats
Internal
External
Partners
How to protect the company’s private data
Educate yourself
Secure your physical space Follow safe technology practices
Communicate confidential information appropriately Respond to breaches
What is self promotion
Self promotion is the art of communicating your value to others
What is networking
Networking is the act or process of expanding your professional connections
What activities will expand your network
Attend networking events Join professional associations Participate in volunteer activities in the community
Strategies to make the most of your networking time
Develop your 30-second commercial
Practice engaging conversation Focus on quality over quantity Follow up
Start now
What is the personal competence self-management
Your ability to use awareness to positively direct your behavior
What is the personal competence self-awareness
Your ability to accurately understand your own emotions
What is the social competence social awareness
Your ability to accurately identify and understand the emotions of others
What is the social competence relationship management
Your ability to use awareness to manage interactions with others successfully
How to improve self awareness skills (personal competence)
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
How to improve self management (personal competence)
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
How to improve social awareness (social competence)
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
How to improve relationship management (social competence)
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
What are the mechanical areas of common mistakes
Spelling
Grammar
Vocabulary
Name the 15 most common grammar mistakes in business writing
- There/they’re/their
- Your/you’re
- Its/it’s
- Effect/affect
- Then/than
- Between/among
- A lot/alot
- A while/awhile
- Loose/ lose
- Me, myself, and I
- Compliment/ Complement 12. Fewer/less
- Good/well
- Who/whom
- Except/accept
What common errors and mistakes are choices
Style
Format
What are the strategies for
articulating success
Share notable accomplishments Focus on evidence Find everyday opportunities Keep it brief Be mindful of timing
What are other business online etiquette areas
Instant message
Social media
What is the quote from Jeff Bezos, founder of amazon.com
Your brand is what people say about you when you’re not in the room
Why do you do networking
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
