Module 3: Successful Communication Flashcards
Name the four classic styles of communication.
- Passive
- Aggressive
- Passive-aggressive
- Assertive
Expand on the communication style:
Passive
A person who AVOIDS expressing their opinions/feelings, protecting their rights, and identifying and meeting their needs
Expand on the communication style:
Aggressive
A person who expresses their feelings and opinions and advocate for their needs in a way that VIOLATES the right of others
Expand on the communication style:
Passive-aggressive
A person APPEARS passive on the surface but are really acting out of anger in subtle, indirect, or behind-the-scenes way.
Expand on the communication style:
Assertive
A person who CLEARLY states their opinions and feelings, and firmly advocate for their rights and needs WITHOUT violating the rights of others.
Name the 4 styles of communication mentioned in the “4 Styles of Communication - Communication Styles in the Workplace,” video.
- Analytical
- Personal
- Intuitive
- Functional
Expand on the 4 styles of communications from the video:
Analytical
People who like hard data and become suspicious of people who don’t have real numbers to back up their statements.
Expand on the 4 styles of communications from the video:
Personal
Communicators who value emotional language and use it to build strong relationships.
Expand on the 4 styles of communications from the video:
Intuitive
Communicators who focus on the big picture. They avoid being bogged down by the details and cut to the chase.
Expand on the 4 styles of communications from the video:
Functional
Detail oriented, rarely misses things when implementing important plans.
Name the communication style.
“People never consider by ideas.”
Passive?
Aggressive?
Passive-aggressive?
Assertive?
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.
Name the communication style.
“I’ll get my way no matter what others say.”
Passive?
Aggressive?
Passive-aggressive?
Assertive?
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.
Name the communication style.
“I will appear cooperative but I’m not.”
Passive?
Aggressive?
Passive-aggressive?
Assertive?
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.
Name the communication style.
“We are equally entitled to express ourselves respectfully to one another.”
Passive?
Aggressive?
Passive-aggressive?
Assertive?
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.
Name the contemporary styles of communication.
“Goal oriented”
Director?
Expresser?
Thinker?
Harmonizer?
Director
Directors focus on action, results and setting goals. They bring drive, vision, and decisiveness to a team.
Name the contemporary styles of communication.
“People oriented”
Director?
Expresser?
Thinker?
Harmonizer?
Expresser
Expressers tend to be sensitive to other people’s feelings; they are dynamic, dramatic, exciting, engaging, and bring high energy to a team.
Name the contemporary styles of communication.
“Task oriented”
Director?
Expresser?
Thinker?
Harmonizer?
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.
Name the contemporary styles of communication.
“Relationship oriented”
Director?
Expresser?
Thinker?
Harmonizer?
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.
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.
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.
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
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.
Within the communication process, non-verbal code consists of two types of non-language symbols: ___
Gesture
Language
Visual
Message
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.
Match the communication barrier to the definition:
Jargon
The specialized vocabulary that a group uses as a form of shorthand requiring fewer words.
Match the communication barrier to the definition:
Euphemisms
The words of phrases used in place of other words or phrases that might be considered offensive, unpleasant, or taboo.
Match the communication barrier to the definition:
Trigger words
The use of verbal expressions that arouse emotions to such an extent that internal psychological noise is created.
Match the communication barrier to the definition:
Abstractions
The act of discussing only certain aspects of a subject and necessarily leaving out other potentially relevant aspects.
___ 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
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.
___ can be a source knowledge, creativity and innovation that can improve team decision-making and problem-solving.
Multiculturalism
Homogeneity
Structure
Diversity
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.
What is informational listening?
Listening to gather information and learn.
What is critical listening?
Listening for persuasive arguments being presented by the sender.
What is empathetic listening?
This style of listening considers that the sender’s goal is to get help coping with or solving a problem.
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.
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.
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
Conscious
Active listening requires a conscious effort to understand the speaker’s message and feelings about what they are saying.
Match the active listening step with the appropriate behavior:
Paying attention
Maintain eye contact, reduce internal and external noise.
Match the active listening step with the appropriate behavior:
Suspend judgement
Keep an open mind, practice empathy, be patient, acknowledge difference.
Match the active listening step with the appropriate behavior:
Reflect
Paraphrase what you have heard and their expressed emotions.
Match the active listening step with the appropriate behavior:
Clarify
Use open-ended and probing questions to encourage the speaker to share more detail and reflect on what they are saying.
Match the active listening step with the appropriate behavior:
Summarize
Restate what you have heard and ask speaker if you have understood what they intended to say.
Match the active listening step with the appropriate behavior:
Share
As you understand the speaker’s perspective, introduce your ideas, feelings and suggestions.
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
Ask the instructions to be repeated
Asking for the instructions to be repeated ensures the content was heard and understood.
What is a behavior that indicates a care coordinator is actively listening to a patient?
Writing notes
Slouching
Mirroring
Avoiding eye contact
Mirroring
Mirroring a patient’s body language indicates active listening, which involves paying attention as one mindfully listens and understands the person speaking.
What demonstrates that the care coordinator is effectively communicating with a colleague from another culture?
Speaking loudly
Using jargon
Enunciating clearly
Using complex sentences
Enunciating clearly
Speaking in a steady, clear voice will enhance communication to a person who may not speak the language as well.
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.”
“The patient’s wishes are to be followed.”
This statement is clear and assertive.
