Module 3

Question 1

What is the process model of communication?

Answer 1

Opening
Feed forward
Business
Feedback
Closing

Question 2

Hedging, credentialising/disclaiming, appeals for susppension of judgement or altercast, can all form which part of the process model for communication?

Answer 2

The feedforward

Question 3

What do turn-maintaining cues do?

Answer 3

maintain our speaking role (continue gesture,, avoid eye contact, vocalised pauses etc

Question 4

What do turn-yielding cues do?

Answer 4

Show that the speaker is finished (eg. silence, eye contact)

Question 5

What do turn-requesting cues do?

Answer 5

show that we want to speak (eg. lean forward, mouth gestures etc)

Question 6

What do turn-denying cues do?

Answer 6

show our reluctance to speak (eg. shrug, avoid eye contact)

Question 7

What is the FIDO model?

Answer 7

Highlights the need to deal with feelings first when decision making
Feelings
Information
Decisions
Outcomes

Question 8

What are some of the types of conflict?

Answer 8

Psuedo conflict - not real
Fact conflict - simple disagreement
Value conflict - over beliefs
Policy confict - over cause of action, decisions etc
Ego conflict - desires to win are central to the people involved

Question 9

Conflict styles vary in…

Answer 9

concern for self and others

Question 10

Discuss some conflict styles

Answer 10

Withdrawal
Forcing
Accommodating
Compromising
Collaborative

Question 11

Discuss the 3rd perceptual position

Answer 11

The focus is on managing the interaction
Involves standing back from a situation and viewing it as an observer
Ensuring that all people’s needs are met