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PACE+ 6 > Interpersonal Communication Course > Flashcards

Interpersonal Communication Course Flashcards

1
Q

True or False

Interpersonal communication is the process by which people exchange information.

MOD1: Interpersonal Communication

A

True

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2
Q

In the workplace, interpersonal communication skills are used to:

MOD1: Interpersonal Communication

A
  • Share and collect business data
  • Express our ideas and opinions, and understand those of others
  • Give and receive emotional support
  • Make decisions and solve problems
  • Influence the attitudes and behaviors of others
  • Establish and maintain relationships
  • Collaborate and achieve goals
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3
Q

Communication can happen via a number of different modes, including:

MOD1: Interpersonal Communication

A
  • In-person conversations
  • Email messages
  • Instant messages
  • Letters or memos
  • Telephone calls
  • Text messages
  • Social media updates
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4
Q

True or False

The “best” mode of communication depends on the goal of the communication and the substance of what is being communicated.

MOD1: Interpersonal Communication

A

True

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5
Q

What is…

One-way communication

MOD1: Interpersonal Communication

A

message goes from sender to receiver

examples: Giving a speech or writing an informative bulletin

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6
Q

What is…

Two-way communication

MOD1: Interpersonal Communication

A

messages are sent and received back and forth between two or more parties

example: a conversation with a colleague; small group discussion

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7
Q

Levels of communication

Casual Communication

MOD1: Interpersonal Communication

A

is low intensity, inconsequential, and light

example: a spontaneous chat with a coworker in the hallway

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8
Q

Levels of communication

Critical Communication

MOD1: Interpersonal Communication

A

is slightly higher intensity, more consequential, and a little more challenging

example: A phone call to discuss the status of a project with its owner

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9
Q

Levels of communication

Crucial Communication

MOD1: Interpersonal Communication

A

is high intensity and carries a high potential for danger

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10
Q

Three characteristics of ‘Crucial Conversation’

MOD1: Interpersonal Communication

A
  1. Opposing opinions
  2. High stakes
  3. Strong emotions
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11
Q

True or False

The results of crucial communications can have a high impact on the participants—positive or negative, personal or professional

MOD1: Interpersonal Communication

A

True

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12
Q

How does the communication cycle work

MOD1: Interpersonal Communication

A

The sender encodes the message and the receiver decodes and interprets the message.

Sender > Send > Receiver

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13
Q

True or False

How you communicate deeply impacts your career. It is an outward demonstration of your professionalism and has the power to help or harm your reputation?

MOD1: Interpersonal Communication

A

True

how people perceive you, treat you; the opportunities they afford

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14
Q

Components of communication

In-person communication, comes from a combination of components:

MOD1: Interpersonal Communication

A

word choice - 10%
tone of voice - 35%
body language - 55%

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15
Q

Components of communication

Two additional components…

MOD1: Interpersonal Communication

A
  1. Context
  2. Listening
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16
Q

Components of communication

Context

MOD1: Interpersonal Communication

A

the surrounding environmental influences and existing circumstances in which the communication takes place

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17
Q

Components of communication

Listening

MOD1: Interpersonal Communication

A

the actual tools the receiver uses to understand the message being sent

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18
Q

Components of communication

Effective communicators AVOID using:

MOD1: Interpersonal Communication

A
  • Indirect, Unclear, or Vague Words
  • Exaggerations
  • Buzzwords, Jargon, Obscure Acronyms, and Overly Technical or Complicated Language
  • Too Many Words
  • Inappropriate or Foul Language
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19
Q

Components of communication

Tone

MOD1: Interpersonal Communication

A

a term that refers to the variation in your voice

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20
Q

Components of communication

Pitch

Tone of voice is a combination of what factors

MOD1: Interpersonal Communication

A

degree of height or depth of a sound

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21
Q

Components of communication

Pace

Tone of voice is a combination of what factors

MOD1: Interpersonal Communication

A

the rate at which words are spoken

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22
Q

Components of communication

Volume

Tone of voice is a combination of what factors

MOD1: Interpersonal Communication

A

degree of sound intensity or loudness

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23
Q

Components of communication

Inflection

Tone of voice is a combination of what factors

MOD1: Interpersonal Communication

A

Rhythmic up and down of the voice

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24
Q

Components of communication

Emphasis

Tone of voice is a combination of what factors

MOD1: Interpersonal Communication

A

The stress placed upon a specific word or words to underscore importance

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25
Q

True or False

Tone is one of the most powerful elements contributing to the meaning others derive from your communications (second only to body language).

MOD1: Interpersonal Communication

A

True

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26
Q

True or False

Tone of voice can be implied and inferred through writing

MOD1: Interpersonal Communication

A

True

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27
Q

The most powerful factor in communication has nothing to do with the words you say but with your…?

MOD1: Interpersonal Communication

A

Body Language

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28
Q

What are the four categories of body language?

MOD1: Interpersonal Communication

A
  1. Eye Contact
  2. Facial Expression
  3. Positioning
  4. Gestures

for characteristics of each refer to 1.2.4

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29
Q

Context

MOD1: Interpersonal Communication

A

defined as the surrounding environmental influences and existing circumstances in which a communication takes place.

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30
Q

Context is another word for “setting,” and includes what factors:

MOD1: Interpersonal Communication

A
  • Place: This refers to the physical location where the communication is happening.
  • People: This refers to the individuals involved in the communication
  • Purpose: This refers to the reason the communication is taking place.
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31
Q

What are the two types of listening?

MOD1: Interpersonal Communication

A
  1. Passive listening involves sitting quietly, absorbing what you are hearing, and not responding to the person who is communicating.
  2. Active listening, on the other hand, involves engaging with the communicator, using both verbal and nonverbal tools.
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32
Q

Nonverbal Active Listening Tools

MOD1: Interpersonal Communication

A
  • Don’t interrupt
  • Remove distractions
  • Nod
  • Mirror the communicator
  • Take notes
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33
Q

Verbal Active Listening Tools

MOD1: Interpersonal Communication

A
  • Probe - use open ended questions (those that cannot be answered with a simple yes or no)
  • Clarify - use close ended questions (those that can be answered with a Yes or No)
  • Paraphrase - ex. ‘in other words…’
  • Reflect - interpreting the information ex. ‘It sounds like you are stressed.’
  • Encourage - affirmative statements remind the communicator you are listeing ex. ‘Yes’, ‘I see’, ‘That’s interesting’
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34
Q

A human activity that involves more than one person is called?

MOD1: Interpersonal Communication

A

Interpersonal communication

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35
Q

“The combination of characteristics or qualities that form an individual’s distinctive character” is called?

MOD1: Interpersonal Communication

A

Personality

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36
Q

What is meant by the Platinum Rule

MOD1: Interpersonal Communication

A

The Platinum Rule recognizes the importance of individual differences and enables people to adapt their behavior to meet the unique needs and preferences of others.

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37
Q

The following four styles are?

The Director (Direct and Guarded), The Socializer (Direct and Open), The Relater (Indirect and Open), and The Thinker (Indirect and Guarded)

MOD1: Interpersonal Communication

A

Communication

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38
Q

People are expressive. They readily share their feelings and listen to others, and they tend to be more relationship-focused than task-focused.

The Communication Style Grid

MOD1: Interpersonal Communication

A

Open communicators

Socializers and Relaters

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39
Q

People are more reserved and formal. They tend to favor facts, data, and tasks over relationships and feelings.

The Communication Style Grid

MOD1: Interpersonal Communication

A

Guarded communicators

Directors and Thinkers

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40
Q

People are more forceful, extroverted, and fast-paced. They can be spontaneous, competitive, and intense.

The Communication Style Grid

MOD1: Interpersonal Communication

A

Direct communicators

Directors and Socializers

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41
Q

People are more cautious, introverted, and slower paced. They show more self control and diplomacy in their interactions.

The Communication Style Grid

MOD1: Interpersonal Communication

A

Indirect communicators

Thinkers and Relaters

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42
Q

THE DIRECTOR: DIRECT AND GUARDED

When communicating with Directors, be efficient and competent by:

MOD1: Interpersonal Communication

A
  • Supporting their goals and objectives when possible
  • Keeping your relationship businesslike
  • Using facts—not personal feelings—if you disagree
  • Being precise, efficient, and well organized
  • Recommending alternate actions with brief supporting analysis
  • Getting to the point quickly
  • Stressing competitive results and growth opportunities
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43
Q

THE DIRECTOR: DIRECT AND GUARDED

If you are a Director, some things you can do to help improve your communication compatibility with others include:

MOD1: Interpersonal Communication

A
  • Project a more relaxed image by pacing yourself
  • Become a more open and patient listener
  • Develop patience, sensitivity, and empathy
  • Genuinely compliment others
  • Act less hastily and more cautiously
  • Identify with the group
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44
Q

THE SOCIALIZER: DIRECT AND OPEN

When communicating with Socializers, show interest in them by:

MOD1: Interpersonal Communication

A
  • Supporting their opinions, ideas, and dreams when possible
  • Being upbeat, stimulating, and fast-paced
  • Tolerating digressions and not hurrying a discussion
  • Trying not to argue—you will seldom win
  • Being enthusiastic, spontaneous, and casual
  • Explaining how action can enhance their image and visibility
  • Sparing them the details
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45
Q

THE SOCIALIZER: DIRECT AND OPEN

If you are a Socializer, some things you can do to help improve your communication compatibility with others include:

MOD1: Interpersonal Communication

A
  • Control time and emotions
  • Try to be more objective
  • Follow up on promises and tasks
  • Concentrate on the job at hand
  • Try a more logical approach
  • Spend more time checking, specifying, and organizing
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46
Q

THE RELATER: INDIRECT AND OPEN

When communicating with Relaters, be warm and sincere by:

MOD1: Interpersonal Communication

A
  • Supporting their feelings by showing personal interest when possible
  • Assuming they will take things personally
  • Allowing them time to trust you
  • Discussing personal feelings—not facts—when you disagree
  • Moving in a slower and more informal but steady manner
  • Showing that you are actively listening
  • Giving assurances that risk will be minimized or handled as reasonably as possible
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47
Q

THE RELATER: INDIRECT AND OPEN

If you are Relater, some things you can do to help improve your communication compatibility with others include:

MOD1: Interpersonal Communication

A
  • Say no occasionally
  • Take some risks
  • Delegate to others
  • Accept logical changes
  • Verbalize your feelings to appropriate people
  • Finish tasks without oversensitivity to others’ feelings
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48
Q

THE THINKER: INDIRECT AND GUARDED

When communicating with Thinkers, show yourself to be thorough and well prepared by:

MOD1: Interpersonal Communication

A
  • Supporting their organized, thoughtful approach when possible
  • Showing commitment through your actions, not just words
  • Being detailed, accurate, and logical
  • Listing advantages and disadvantages of any plan
  • Providing solid, tangible evidence
  • Adhering to established procedures
  • Giving assurances that their decisions will not backfire on them
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49
Q

THE THINKER: INDIRECT AND GUARDED

If you are Thinker, some things you can do to help improve your communication compatibility with others include:

MOD1: Interpersonal Communication

A
  • Openly show concern or appreciation of others
  • Initiate new projects
  • Use policies as guidelines, not laws
  • Collaborate by seeking common ground
  • Occasionally try shortcuts and time savers
  • Make timely decisions
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50
Q

Those who experience ****** frequently will see a negative impact on their reputation, performance, and relationships in the workplace.

This term refers to emotional response that overrule logical response.

MOD1: Interpersonal Communication

A

Emotional hijacking

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51
Q

Developing emotional intelligence (EI or EQ) helps prevent…

MOD1: Interpersonal Communication

A

emotional hijacking and is a key component of becoming a strong interpersonal communicator.

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52
Q

True or False

“Emotional intelligence is your ability to recognize and understand emotions in yourself and others, and your ability to use this awareness to manage your behavior and relationships.

MOD1: Interpersonal Communication

A

True

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53
Q

True or False

IQ is a much better predictor of career success than EQ

MOD1: Interpersonal Communication

A

False

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54
Q

Quote

Author Daniel Goleman, in his book, “Emotional Intelligence: Why It Can Matter More Than IQ,” states the following:

MOD1: Interpersonal Communication

A

“IQ and technical expertise are much stronger predictors of excellence in lower-rung jobs…But IQ washes out when it comes to predicting who, will become the strongest leader.”

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55
Q

What is the difference between IQ and EQ?

MOD1: Interpersonal Communication

A

IQ measures your ability to learn and it is fixed from a relatively early age. EQ is a flexible skill that can be learned over time.

56
Q

Emotional intelligence is a four-part skill set broken into two categori

Category 1: Personal Competence

MOD1: Interpersonal Communication

A

Personal Competence skill set includes:
Self-Awareness: Your ability to accurately understand your own emotions

Self-Management: Your ability to use awareness to positively direct your behavior

57
Q

Emotional intelligence is a four-part skill set broken into two categori

Category 2: Social Competence

MOD1: Interpersonal Communication

A

Social Competence skill set includes:
Social Awareness: Your ability to accurately identify and understand the emotions of others

Relationship Management: Your ability to use awareness to manage interactions with others successfully

58
Q

True or False

Only 36% of people are able to accurately identify their emotions as they happen.

Self-Awareness

MOD1: Interpersonal Communication

59
Q

To improve your self-awareness skills:

MOD1: Interpersonal Communication

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—what should you do differently in the future?
  • Understand your emotional tendencies when under stress.
60
Q

True or False

Self-management means using your self-awareness to determine the best course of action (or inaction) in any given situation.

MOD1: Interpersonal Communication

61
Q

To improve your self-management skills:

MOD1: Interpersonal Communication

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) with a skilled self-manager.
  • Learn to be agile and quickly adapt to change.
  • Actively focus your attention on helpful perspectives rather than unhelpful ones.
62
Q

Define:

Social Awareness

MOD1: Interpersonal Communication

A

your ability to understand what other people are thinking and feeling, even if you are not experiencing the same things. This is the essence of empathy. It is about paying attention to what is really going on for others, stepping into their shoes, and understanding their unique emotional perspectives.

63
Q

Define:

Relationship Management

MOD1: Interpersonal Communication

A

This final component of the EQ skillset involves the ability to manage stress and conflict—two things that have a high potential of negatively impacting relationships.

64
Q

True or False

GIVING & RECEIVING FEEDBACK: Feedback is a critical component of interpersonal communication. It is the mechanism by which you provide A response to a situation, behavior, or interaction.

MOD1: Interpersonal Communication

65
Q

True or False

Giving positive feedback is only reserved for management and leadership positions

MOD1: Interpersonal Communication

66
Q

Best practices for offering positive feedback:

MOD1: Interpersonal Communication

A
  1. Identify the behavior
  2. Identify the results
  3. Identify the impact
  4. Offer gratitude & encouragement
  5. Do it often, but not TOO often
  6. Spread it around
67
Q

True or False

Giving negative feedback is often called constructive criticism, because it is designed to help build a person’s abilities and improve the outcome.

MOD1: Interpersonal Communication

68
Q

Negative feedback may be necessary in the following situations:

MOD1: Interpersonal Communication

A
  1. When correcting behavior
  2. When it is asked for
  3. When permission is granted
  4. When it is a function of your role
69
Q

Best practices for offering negative feedback:

MOD1: Interpersonal Communication

A
  1. Check your motives
  2. Do it privately
  3. Be honest, tactful and sensitive
70
Q

Define:

Descriptive feedback

MOD1: Interpersonal Communication

A

state what didn’t work and why, without attributing motivation or judgment behind it.

71
Q

Define:

Prescriptive feedback

MOD1: Interpersonal Communication

A

Offer a solution for the problem; tell the person specifically what they can do differently next time.

72
Q

True or False

The ‘sandwich’ technique is offering negative feedback between two pieces of positive feedback

MOD1: Interpersonal Communication

73
Q

The following are responses to receiving what kind of feedback?
1. Don’t deflect the attention
2. Show gratitude and acceptance
3. Take note for the future

MOD1: Interpersonal Communication

74
Q

The following best practices will help you make the most of what kind of feedback?
1. Determine the value of the criticism
2. Listen, gain clarity and manage emotions
3. Make use of it

MOD1: Interpersonal Communication

75
Q

Define:

Constructive criticism

MOD1: Interpersonal Communication

A

criticism that intends to correct or prevent a problem and create a positive change for the future

76
Q

Define

Destructive criticism

MOD1: Interpersonal Communication

A

criticism designed to be hurtful and/or degrading

77
Q

True or False

Employees spend an average of 2.8 hours per month dealing with conflict, or the equivalent of 385 million working days nationally

MOD1: Interpersonal Communication

A

False

2.8 hours per WEEK

78
Q

True or False

When dealing with conflict, people feel a real or perceived threat—to their comfort, security, and even their survival.

MOD1: Interpersonal Communication

A

True

ex. you may fear your job’s in danger if you’re in conflict w/ the boss

79
Q

Define:

Constructive Conflict (in the workplace)

MOD1: Interpersonal Communication

A

constructive conflict can lead to better decisions and more creative problem solving.

80
Q

Define:

Destructive conflict

MOD1: Interpersonal Communication

A

**creates negative outcomes—broken relationships, decreased productivity, wasted time, etc. **In the workplace, it can damage performance, harm reputations, and cause severe stress for all involved—even those indirectly involved.

81
Q

Prevent destructive conflict by:

MOD1: Interpersonal Communication

A
  1. Setting expectations
  2. Letting minor irritations go
  3. Address the problem before it becomes a bigger issue
82
Q

True or False

Conflict resolution means turning a potentially destructive situation into a constructive one. It means facilitating a peaceful ending, even if it cannot be made into a positive one.

MOD1: Interpersonal Communication

83
Q

Resolve conflict by:

MOD1: Interpersonal Communication

A
  1. Don’t ignore it
  2. Invite the other person to discuss it
  3. Be aware of emotions
  4. Brainstorm solutions
  5. Make the resolutions a priority
  6. Involve leadership if appropriate
  7. Apologize and forgive
84
Q

Define:

Gossip

MOD1: Interpersonal Communication

A

Any conversation that involves the business of others who are not included in the conversation.

85
Q

True or False

Gossip is often made up of reliable information, speculation, half-truths, conjecture, and rumor. It is dangerous to believe and even worse to spread. Engaging in gossip is an easy and fast way to break trust with others.

MOD1: Interpersonal Communication

A

False

Gossip is often made up of UNreliable information…

86
Q

Disengage from gossip by:

MOD1: Interpersonal Communication

A
  • Listen for the emotion - gossip is simply a way for the gossiper to express some kind of fear, worry, or stress of their own.
  • Don’t stay silent - others will view your silence as implicit agreement and acceptance.
  • Change the subject
  • Distance yourself
87
Q

Define:

Persuassion

MOD1: Interpersonal Communication

A

means convincing someone to do something, typically through reasoning or argument.

88
Q

Define:

Influence

MOD1: Interpersonal Communication

A

you have the capacity to affect the people and things around you.

89
Q

Define:

Position Power

MOD1: Interpersonal Communication

A

comes from the role or title one holds or from your established authority.

90
Q

Define:

Personal power

MOD1: Interpersonal Communication

A

exists when you have gained the confidence and trust of those around you and based on who you have proven yourself to be and the relationships you have built.

91
Q

John Maxwell, Leadership model:

“The 5 Levels of Leadership”

MOD1: Interpersonal Communication

A

(Level 1: Position) the lowest, weakest, and often most ineffective form of leadership
(Level 2: Permission) creating strong relationships
(Level 3: Production) showing proven results
(Level 4: People Development) personally helping others grow
(Level 5: Pinnacle) building a powerful reputation as a leader at work

92
Q

Define:

Negotiation

MOD1: Interpersonal Communication

A

“a discussion aimed at reaching an agreement”. It typically happens when two or more people have differing needs in a situation (i.e., a “conflict”) and they must find a middle ground acceptable to all (i.e., a “resolution”).

93
Q

Strategies for workplace negotiations

MOD1: Interpersonal Communication

A
  1. Aim for win-win
  2. Know your priorities - what’s most important to you?
  3. Be specific
  4. Aim high and give a little
  5. Bring proof
  6. Remain patient, polite and persistent
94
Q

True or False

Those who express their ideas, opinions, and even objections (in the right way) are generally more engaged at work.

MOD1: Interpersonal Communication

95
Q

Many professionals have trouble finding their voice for a variety of reasons…

MOD1: Interpersonal Communication

A

common concerns include:
1. Intimidation
2. Fear of rejection
3. Fear of “rocking the boat”
4. Fear of drawing too much attention to yourself
5. Belief that no one will listen

96
Q

Express your idea, opinion, or objection following these strategies:

MOD1: Interpersonal Communication

A
  1. Listen first and be selective
  2. Choose the environment
  3. Be tactful and diplomatic
97
Q

Setting Limits has become commonplace for ‘saying no’. To make sure your limits are understood, accepted, and respected, use the following strategies:

MOD1: Interpersonal Communication

A
  1. Acknowledge the request
  2. State what you can do
  3. Negotiate if needed
98
Q

Avoid the following behaviors when setting limits:

MOD1: Interpersonal Communication

A
  1. Don’t jump the gun
  2. Don’t offer overly lengthy explanations
  3. Don’t change your mind
  4. Don’t be overly emotional
  5. Don’t create more problems
99
Q

Define:

Managing up

MOD1: Interpersonal Communication

A

Managing up happens when lower-level individuals take a more assertive, managerial-style approach with the person or people above them.
Managing up means having the ability to influence someone who has authority over you.

100
Q

Managing up is not:

MOD1: Interpersonal Communication

A
  • Manipulation
  • Playing politics
  • Kissing up
  • Mind games
  • Pushing yourself on others
  • Trying to control others
  • Disrespecting organizational hierarchy

Managing up is not an excuse for insubordination

101
Q

To effectively manage up, you must…

MOD1: Interpersonal Communication

A
  1. Meet regularly
  2. Assert and insert
  3. Remind and advise
  4. Present solutions
  5. Maintain a respectful balance
102
Q

True or False

When you demonstrate confidence, it inspires others to have confidence in you.

MOD1: Interpersonal Communication

103
Q

Low self-confidence can negatively impact:

MOD1: Interpersonal Communication

A
  1. Career growth
  2. Performance
  3. Innovation
  4. Decision making
  5. Perceptions
104
Q

Define:

Self-Fulfilling Prophecy

MOD1: Interpersonal Communication

A

A self-fulfilling prophecy happens when a belief actually causes the effect that makes the belief true.
SFP Cycle:
SHOW confidence = Positive affirmation = FEEL Confidence = Positive affirmation

105
Q

The ELEMENTS of confidence

MOD1: Interpersonal Communication

A

A. Capability
B. Self-presentation (dress, posture, eye contact, handshake, body language; facial expressions
C. Mindset

106
Q

Developing Confidence

MOD1: Interpersonal Communication

A

Repeating positive affirmations can be a powerful tool for mental reprograming. This process creates a new pattern of self-talk through conscious repetition, which eventually becomes unconscious belief. They are short, positive declarations.

example: I am valuable, I am confident, etc….

107
Q

True or False

Affirmations have been proven to enhance confidence, reduce stress, improve problem solving, and even positively impact health.

MOD1: Interpersonal Communication

108
Q

WRITTEN COMMUNICATION

Business writing involves creating pieces of varying length and depth for any number of purposes, including but not limited to:

MOD1: Interpersonal Communication

A
  • Emails
  • Instant messages
  • Social media updates
  • Resumes and cover letters
  • Correspondence (such as letters and memos)
  • Reports
  • Meeting minutes
  • Procedural documentation
109
Q

Written communication poses a greater risk for misunderstanding due to:

One-Way Direction

MOD1: Interpersonal Communication

A

Written communication does not offer an opportunity for the receiver to provide immediate feedback.

110
Q

Written communication poses a greater risk for misunderstanding due to:

Limited Components

MOD1: Interpersonal Communication

A

Written communication relies much more heavily on the actual words used. Without any physical interaction, the receiver must create meaning with fewer resources. Tone, for example, must be inferred through nonverbal tools such as style and formatting choices.

111
Q

True or False

Written communication creates a record. It establishes a potentially permanent history of what was communicated. Therefore, it is especially important to approach written communication with care.

MOD1: Interpersonal Communication

112
Q

Elements of Exceptional Business Writing

MOD1: Interpersonal Communication

A
  1. Business writing should be accurate in both substance (the information being shared) and language.
  2. Its purpose is not to entertain, but to explain, inform, persuade, or motivate.
  3. Logical and easy to read, straightforward and succinct
  4. Holds the attention of the reader
113
Q

Business writing fundamentals a three-step process

MOD1: Interpersonal Communication

A
  1. Prepare
  2. Produce
  3. Proof
114
Q

Business Writing Fundamentals

Step 1: Prepare

MOD1: Interpersonal Communication

A
  • The purpose: what is your goal
  • The reader(s): who is your audience
  • The information: what information is needed, what do you need to know
  • Outlining: the most useful preparation device, topics in an outline should start broad and become more focused.
115
Q

Business Writing Fundamentals

Step 2: Produce

MOD1: Interpersonal Communication

A

In this phase, do not worry about the quality of the writing (that is covered in the next step - Proof). Your goal now is to simply get the words on paper or on your computer screen.

116
Q

Business Writing Fundamentals

Step 3: Proof

MOD1: Interpersonal Communication

A

This step is all about editing and ensuring your work is correct, cohesive, and compelling. To avoid common mistakes try: (1) reading aloud, (2) printing your work, (3) don’t rely on the computer; (4) get outside perspective.

117
Q

Reliable Sources

Before using any resource (website, journal, magazine, book, etc.), consider the following:

MOD1: Interpersonal Communication

A
  1. Publication date
  2. Publisher/Publication
  3. Presentation
  4. Author’s Credentials
  5. Objective Reasoning
118
Q

What are the most common errors and mistakes in business writing

MOD1: Interpersonal Communication

A
  1. Spelling
  2. Grammar
  3. Vocabulary
119
Q

Define:

Ethics

MOD1: Interpersonal Communication

A

Follow the law. It also means abiding by the established principles within yourself and your organization.

120
Q

True or False

When we choose to work for an organization, we agree to adopt their code of conduct.

MOD1: Interpersonal Communication

121
Q

What word describes the following statement:

…happens when information of a confidential nature is inappropriately disclosed.

MOD1: Interpersonal Communication

A

A breach of confidentiality

122
Q

When a breach of confidentiality happens what are the two types of consequences that can follow?

MOD1: Interpersonal Communication

A
  1. Personal
  2. Organizational
123
Q

Confidential information can be loosely categorized into three distinct areas:

MOD1: Interpersonal Communication

A
  1. Business: how the business operates.
  2. Client or Customer: the people who the business serves.
  3. Employee: people who work for the business
124
Q

Sources through which confidentiality can be breached…

MOD1: Interpersonal Communication

A
  1. Internal: employees who intentionally or unintentionally distribute/communicate confidential information from their company.
  2. External: hackers, organized crime groups, competitors and former employees.
  3. Partners: clients, vendors, suppliers, and other business associates.
125
Q

Define:

Self-promotion

MOD1: Interpersonal Communication

A

the art of communicating your value to others

126
Q

Self-promotion can feel unnatural or awkward for one of the following reasons:

MOD1: Interpersonal Communication

A

“I’m afraid of looking arrogant.”

“I was taught to be humble.”

“I want my actions to speak for themselves.”

“I’d rather others talk positively about me instead of doing it myself.”

“I’m only doing my job.”

127
Q

What describes the following:

“the greatest asset you’ll never see.” It is an idea that has the ability to produce tangible results.

MOD1: Interpersonal Communication

A

personal BRANDING

128
Q

True or False

Personal branding is all about self-packaging, as if you were a product or business.

MOD1: Interpersonal Communication

129
Q

True or False

Your brand does not distinguish you from your peers, positively or negatively.

MOD1: Interpersonal Communication

A

False

Your brand has the power to distinguish you….

130
Q

Your brand already exists, it is demonstrated by how you show up at work:

MOD1: Interpersonal Communication

A
  1. your dress
  2. speak and interaction with others
  3. behaviour
  4. with whom you associate
  5. your skills and knowledge
  6. how you spend your time
  7. how you do your job
  8. your ethics and character
131
Q

Define:

Networking

MOD1: Interpersonal Communication

A

Networking is the act or process of expanding your professional connections.

132
Q

Define:

Informal job market

MOD1: Interpersonal Communication

A

This means you have access to opportunities outsiders are not privy to, and you often know of job openings before they are even available or advertised.

133
Q

What are the basic principles of networking?

MOD1: Interpersonal Communication

A
  1. Be an active participant in the two-way exchange.
  2. Be a resource for others by sharing your wisdom, experience, and knowledge.
  3. Leverage the resources of others by requesting support and assistance when needed.
134
Q
  1. Attend networking events
  2. Join professional associations
  3. participate in volunteer activities in your community

are all ways to…..

MOD1: Interpersonal Communication

A

Expand your network

135
Q

Strategies to demonstrate your commitment and capability, and allows others to get to know you on a deeper level.

MOD1: Interpersonal Communication

A
  1. Your 30-second commercial or “elevator speech”
  2. Practice engaging conversation
  3. Focus on quality over quantity
  4. Follow-up
  5. Start now

PACE+ 6 (4 decks)

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