Module 1 Flashcards
What are the two types of communication
One-way and two-way
What are the three levels of communication
Casual Communication
Critical Communication
Crucial Communication
What is Casual Communication
low intensity, inconsequential and light. Ex: spontaneous chat
What is Critical Communication
higher intensity, more consequential, more challenging. Ex: phone call to discuss status on a project.
What is Crucial Communication
high intensity and carries a high potential for danger. Ex: performance review or mediated meeting
What is the receivers job?
Decode the message, unpack and create a meaning from the message received, send back response
What is context?
the surrounding environment influences and existing circumstances in which a communication takes place
Context Factors are?
Place - physical location
People - individuals involved
Purpose - reason communication is taking place
What is listening?
actual tools the receiver uses to understand the message
What are the two types of listening?
Passive Listening
Active Listening
What is passive listening
siting quietly, absorbing what you are hearing, and not responding to the person who is communicating.
What is active listening?
involves engaging with the communicator, using both verbal and nonverbal tools.
Body Language categories are?
Eye Contact
Facial Expression
Positioning
Gestures
Nonverbal active listening tools
Don’t interrupt
Remove Distractions
Nod
Mirror the communicator
Take notes
Verbal active listening tools
Probe
Clarify
Paraphrase
Reflect
Encourage
What is personality?
the combination of characteristics or qualities that form an individuals distinctive character
What are the four communication styles
Direct
Guarded
Open
Indirect
What are direct people
forceful, extroverted and fast-paced (Directors and Socializers)
What are Indirect people
more cautious, introverted and slower paced (Thinkers and Relaters)
What are open people
expressive, readily share their feelings (Socializers and Relaters)
What are guarded people
more reserved and formal (Directors and Thinkers)
What is emotional highjacking
Emotional responses overrule logical responses
What is emotional intelligence
Ability to recognize and understand emotions in yourself and others.
What are 4 elements of emotional intelligence?
- Self-Awareness
- Self-Management
- Social Awareness
- Relationship management
Best Practices for 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
Best Practices for negative feedback
Check your motives
Do it Privately
Be Honest, Tactful and Sensitive
What is descriptive feedback
State what didn’t work and why, without attributing motivation or judgment behind it
What is prescriptive feedback
Offer a solution for the problem
What is constructive conflict?
Resolving a messy conflict creates a stronger relationship
What is destructive conflict?
Creates negative outcomes
What is persuasion?
Convincing someone to do something through reasoning or argument
What is Influence?
Capacity to affect the people and things around you
What is position power?
established authority
What is Personal Power?
Gained confidence and trust of those around you
What is a negotiation?
discussion aimed at reaching an agreement
3 elements of confidence
Capability
Self-Presentation
Mindset
