Module 3: Successful Communication

Question 1

Name the four classic styles of communication.

Answer 1

• Passive
• Aggressive
• Passive-aggressive
• Assertive

Question 2

Expand on the communication style:

Passive

Answer 2

A person who AVOIDS expressing their opinions/feelings, protecting their rights, and identifying and meeting their needs

Question 3

Expand on the communication style:

Aggressive

Answer 3

A person who expresses their feelings and opinions and advocate for their needs in a way that VIOLATES the right of others

Question 4

Expand on the communication style:

Passive-aggressive

Answer 4

A person APPEARS passive on the surface but are really acting out of anger in subtle, indirect, or behind-the-scenes way.

Question 5

Expand on the communication style:

Assertive

Answer 5

A person who CLEARLY states their opinions and feelings, and firmly advocate for their rights and needs WITHOUT violating the rights of others.

Question 6

Name the 4 styles of communication mentioned in the “4 Styles of Communication - Communication Styles in the Workplace,” video.

Answer 6

• Analytical
• Personal
• Intuitive
• Functional

Question 7

Expand on the 4 styles of communications from the video:

Analytical

Answer 7

People who like hard data and become suspicious of people who don’t have real numbers to back up their statements.

Question 8

Expand on the 4 styles of communications from the video:

Personal

Answer 8

Communicators who value emotional language and use it to build strong relationships.

Question 9

Expand on the 4 styles of communications from the video:

Intuitive

Answer 9

Communicators who focus on the big picture. They avoid being bogged down by the details and cut to the chase.

Question 10

Expand on the 4 styles of communications from the video:

Functional

Answer 10

Detail oriented, rarely misses things when implementing important plans.

Question 11

Name the communication style.

“People never consider by ideas.”

Passive?

Aggressive?

Passive-aggressive?

Assertive?

Answer 11

Passive

The passive communication style occurs in individuals who have developed a pattern of avoiding expressing their opinions or feelings, protecting their rights, or identifying and meeting their needs.

Question 12

Name the communication style.

“I’ll get my way no matter what others say.”

Passive?

Aggressive?

Passive-aggressive?

Assertive?

Answer 12

Aggressive

The aggressive communication style is seen when people express their feelings and opinions and advocate for their needs in a way that violates the rights of others.

Question 13

Name the communication style.

“I will appear cooperative but I’m not.”

Passive?

Aggressive?

Passive-aggressive?

Assertive?

Answer 13

Passive-aggressive

The passive-aggressive style is evident when people appear passive on the surface but are really acting out anger or other counter-productive feelings in subtle, indirect, or behind-the-scenes ways.

Question 14

Name the communication style.

“We are equally entitled to express ourselves respectfully to one another.”

Passive?

Aggressive?

Passive-aggressive?

Assertive?

Answer 14

Assertive

The assertive communication style occurs when people clearly state their opinions and feelings, and firmly advocate for their rights and needs without violating the rights of others.

Question 15

Name the contemporary styles of communication.

“Goal oriented”

Director?

Expresser?

Thinker?

Harmonizer?

Answer 15

Director

Directors focus on action, results and setting goals. They bring drive, vision, and decisiveness to a team.

Question 16

Name the contemporary styles of communication.

“People oriented”

Director?

Expresser?

Thinker?

Harmonizer?

Answer 16

Expresser

Expressers tend to be sensitive to other people’s feelings; they are dynamic, dramatic, exciting, engaging, and bring high energy to a team.

Question 17

Name the contemporary styles of communication.

“Task oriented”

Director?

Expresser?

Thinker?

Harmonizer?

Answer 17

Thinker

Thinkers are focused on getting things done right and contribute well to task planning and execution; their attention to detail can make Thinkers very valuable to have on a team.

Question 18

Name the contemporary styles of communication.

“Relationship oriented”

Director?

Expresser?

Thinker?

Harmonizer?

Answer 18

Harmonizer

Harmonizers tend to be quiet and caring, avoid conflict, and keep people working happily together, often in subtle ways. They often focus on a team’s well-being without calling attention to themselves.

Question 19

Using the Analytic, Personal, Intuitive, Functional communication styles framework, which style of communication tends to focus on the “big picture” of a situation rather than the details?

Functional.

Intuitive.

Personal.

Analytic.

Answer 19

Intuitive

The Intuitive communication style focuses on the big picture and avoids getting caught up in details. They tend to get a lot done, but they may move into a project too quickly especially if details are important.

Question 20

Communication can be defined as the ___ process by which people negotiate the meanings of verbal and nonverbal symbols in order to achieve shared understanding.

Exchange

Contextual

Transactional

Interaction

Answer 20

Transactional

Communication is transactional because it involves an exchange: communicators exchange symbols (words, gestures, or vocal tones) to create meaning and both parties are responsible for the outcome of the interaction, and both are affected by it.

Question 21

Within the communication process, non-verbal code consists of two types of non-language symbols: ___

Gesture

Language

Visual

Message

Answer 21

Visual

Non-verbal code consists of two types of non-language symbols: visual cues, such as gestures, posture, facial expressions, and eye contact; and vocal cues that accompany word symbols, such as tone of voice, volume, rate, and pitch.

Question 22

Match the communication barrier to the definition:

Jargon

Answer 22

The specialized vocabulary that a group uses as a form of shorthand requiring fewer words.

Question 23

Match the communication barrier to the definition:

Euphemisms

Answer 23

The words of phrases used in place of other words or phrases that might be considered offensive, unpleasant, or taboo.

Question 24

Match the communication barrier to the definition:

Trigger words

Answer 24

The use of verbal expressions that arouse emotions to such an extent that internal psychological noise is created.

Question 25

Match the communication barrier to the definition:

Abstractions

Answer 25

The act of discussing only certain aspects of a subject and necessarily leaving out other potentially relevant aspects.

Question 26

___ communication is an aspect of all communication interactions, and attention to your perspective is important to be open to multiple points of view.

Multicultural

Ethnocentric

Intrapersonal

Intercultural

Answer 26

Intercultural

Intercultural communication is open to culture of all kinds, including ethnic, racial, gender, organizational, social, religious, educational and so on. This perspective does support a person to be open to multiple points of view of all kinds.

Question 27

___ can be a source knowledge, creativity and innovation that can improve team decision-making and problem-solving.

Multiculturalism

Homogeneity

Structure

Diversity

Answer 27

Diversity

Diversity in all of its forms (informational, cultural, and so on) can provide a rich source of knowledge, creativity and innovation that can improve team decision-making and problem-solving.

Question 28

What is informational listening?

Answer 28

Listening to gather information and learn.

Question 29

What is critical listening?

Answer 29

Listening for persuasive arguments being presented by the sender.

Question 30

What is empathetic listening?

Answer 30

This style of listening considers that the sender’s goal is to get help coping with or solving a problem.

Question 31

What demonstrates active listening?

Providing dialectical behavior therapy.

Asking open ended questions and paraphrasing and summarizing.

Asking yes or no questions to get straight to the point.

Taking copious notes during interactions to ensure no important detail is missed.

Answer 31

Asking open ended questions and paraphrasing and summarizing.

Asking open ended questions invites the speaker to answer in detailed sentences while paraphrasing and summarizing helps you to ensure you understand what the speaker has shared with you.

Question 32

Active listening is when a person makes a ___ effort to hear and understand another person so that they receive and understand the complete message.

Critical

Measured

Conscious

Unfiltered

Answer 32

Conscious

Active listening requires a conscious effort to understand the speaker’s message and feelings about what they are saying.

Question 33

Match the active listening step with the appropriate behavior:

Paying attention

Answer 33

Maintain eye contact, reduce internal and external noise.

Question 34

Match the active listening step with the appropriate behavior:

Suspend judgement

Answer 34

Keep an open mind, practice empathy, be patient, acknowledge difference.

Question 35

Match the active listening step with the appropriate behavior:

Reflect

Answer 35

Paraphrase what you have heard and their expressed emotions.

Question 36

Match the active listening step with the appropriate behavior:

Clarify

Answer 36

Use open-ended and probing questions to encourage the speaker to share more detail and reflect on what they are saying.

Question 37

Match the active listening step with the appropriate behavior:

Summarize

Answer 37

Restate what you have heard and ask speaker if you have understood what they intended to say.

Question 38

Match the active listening step with the appropriate behavior:

Share

Answer 38

As you understand the speaker’s perspective, introduce your ideas, feelings and suggestions.

Question 39

What should be done to ensure that a staff member understands an assignment?

Ask the instructions to be repeated

Ask if the staff member understands

Repeat the instructions twice

Allow the staff member to take notes

Answer 39

Ask the instructions to be repeated

Asking for the instructions to be repeated ensures the content was heard and understood.

Question 40

What is a behavior that indicates a care coordinator is actively listening to a patient?

Writing notes

Slouching

Mirroring

Avoiding eye contact

Answer 40

Mirroring

Mirroring a patient’s body language indicates active listening, which involves paying attention as one mindfully listens and understands the person speaking.

Question 41

What demonstrates that the care coordinator is effectively communicating with a colleague from another culture?

Speaking loudly

Using jargon

Enunciating clearly

Using complex sentences

Answer 41

Enunciating clearly

Speaking in a steady, clear voice will enhance communication to a person who may not speak the language as well.

Question 42

Which statement demonstrates assertive communication?

“You don’t know what you’re talking about.”

“Fine. We’ll see about this.”

“That’s fine with me.”

“The patient’s wishes are to be followed.”

Answer 42

“The patient’s wishes are to be followed.”

This statement is clear and assertive.