Interpersonal Communication

Question 1

Active listening

Answer 1

Non judgemental communication that focuses not only what’s being said by the underlying emotions feelings conveyed ( develops trusting relationships )

Question 2

Assertiveness

Answer 2

Communication where thoughts and feelings are expressed positively and directly without offending others

Question 3

Body language

Answer 3

Important in non verbal communication that revels a persons physical, mental, emotional state through posture and facial expressions

Question 4

Closed question

Answer 4

Question to be answered with one word ‘yes’ or ‘no’

Question 5

Empathetic listening

Answer 5

Requires listener to be attentive

Question 6

Focusing

Answer 6

Limiting conversation to a certain topic

Question 7

Interpersonal communication

Answer 7

Exchange of information between 2 people face to face

Question 8

Non verbal communication

Answer 8

Message without words

Question 9

Open ended questions

Answer 9

Question that invites person to share thoughts, feelings, ideas

Question 10

Paraphrasing

Answer 10

Restating someone’s message in ones own words

Question 11

Verbal communication

Answer 11

Message through spoken words

Question 12

Factors affecting communication

Answer 12

• perception
• experience
• physical / mental health
• emotions
• values
• belief / culture influences
• gender
• age

Question 13

Perceptions

Answer 13

How a person views events and understand messages ( clients may differ from yours, so change yours)

Question 14

Physical and mental health

Answer 14

Not only does it affect your ability to communicate but theirs to communicate with you (based on mood)

Question 15

Experience

Answer 15

How they see you or what they’ve seen from past situations

Question 16

Emotions

Answer 16

Peoples emotions can change quickly, important to be prepared to respond with appropriate communication

Question 17

Values

Answer 17

Clients may have different values from your own respect their method and go with the flow

Question 18

Beliefs and culture influences

Answer 18

Alter your work to maintain clients beliefs and culture

Question 19

Gender

Answer 19

Males– use less verbal communication more likely to address issues directly

Females– tend to disclose personal information usually try to maintain conversation

Question 20

Age

Answer 20

Easier to communicate people your own age, just alter topics you both can communicate about

Question 21

Communicating effectively

Answer 21

• choose words carefully
• use simple every day language
• ask one question at a time
• speak clearly, slowly, distinctly

Question 22

Barriers to communication

Answer 22

• vision / hearing
• culture differences
• failing to listen
• verbal / nonverbal