Interpersonal Communication Flashcards
Active listening
Non judgemental communication that focuses not only what’s being said by the underlying emotions feelings conveyed ( develops trusting relationships )
Assertiveness
Communication where thoughts and feelings are expressed positively and directly without offending others
Body language
Important in non verbal communication that revels a persons physical, mental, emotional state through posture and facial expressions
Closed question
Question to be answered with one word ‘yes’ or ‘no’
Empathetic listening
Requires listener to be attentive
Focusing
Limiting conversation to a certain topic
Interpersonal communication
Exchange of information between 2 people face to face
Non verbal communication
Message without words
Open ended questions
Question that invites person to share thoughts, feelings, ideas
Paraphrasing
Restating someone’s message in ones own words
Verbal communication
Message through spoken words
Factors affecting communication
- perception
- experience
- physical / mental health
- emotions
- values
- belief / culture influences
- gender
- age
Perceptions
How a person views events and understand messages ( clients may differ from yours, so change yours)
Physical and mental health
Not only does it affect your ability to communicate but theirs to communicate with you (based on mood)
Experience
How they see you or what they’ve seen from past situations
Emotions
Peoples emotions can change quickly, important to be prepared to respond with appropriate communication
Values
Clients may have different values from your own respect their method and go with the flow
Beliefs and culture influences
Alter your work to maintain clients beliefs and culture
Gender
Males– use less verbal communication more likely to address issues directly
Females– tend to disclose personal information usually try to maintain conversation
Age
Easier to communicate people your own age, just alter topics you both can communicate about
Communicating effectively
- choose words carefully
- use simple every day language
- ask one question at a time
- speak clearly, slowly, distinctly
Barriers to communication
- vision / hearing
- culture differences
- failing to listen
- verbal / nonverbal
