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
