Professional Communication Q0

Question 1

Ways stress affects the human Organism

Answer 1

Biological (body) ex:headache, anorexia, insomnia

Psychological (mind) ex: worry, anxiety, lack of concentration

Interpersonal (emotions to stress) ex: anger, impatience, irritability

Sociocultural (from different cultural aspects) ex: clam up, every culture acts differently

Question 2

interpersonal definition?

Answer 2

of or relating to the interactions between individuals

Question 3

Stress definition?

Answer 3

a state of disequilibrium that occurs when there is a disharmony between demands occurring within an individual’s internal or external environment and his or her ability to cope with those demands

Question 4

What is Interpersonal stress?

Answer 4

is the tension you experience when you interact with a person who is behaving in a manner you find unpleasant.

Question 5

Common Interpersonal Stressors?

Answer 5

Commands (orders)

Anger

Criticism (constructive feedback)

Unresponsiveness (silent treatment)

Depression (decrease in emotional state)

Impulsivity (sudden/inappropriate behaviour)

Affection (can be uncomfortable to some)

Making mistakes

Sexual content

Pain

Question 6

Reducing Interpersonal Stress… HOW?

Answer 6

Positive Coping statements

Desensitization

Covert Rehearsal

Question 7

Positive Coping Statements?

Answer 7

When you find yourself thinking irrational thoughts about a situation, remind yourself to use positive coping statements

Think to yourself some general positive coping statements and any specific coping statements that might apply to the situation

Repeat the statements until you feel calmer

Question 8

**Positive Coping Statement examples?

Answer 8

I can do this
I can cope with this
It’s not so terrible
I can stand it
Everything is going to be alright

Question 9

what is Desensitization?

Answer 9

Is a technique for assisting individuals to overcome their fear of a stressor.

Question 10

**how does one exhibit desensitization?

Answer 10

Individual is taught to relax and then asked to imagine various components of the stressor on a graded hierarchy, moving from what produces the least fear to that which produces the most.

Question 11

what is Covert Rehearsal?

Answer 11

Technique in which you imagine yourself successfully coping with your stressor

Question 12

**how does one practice covert rehearsal?

Answer 12

Identify what it is that you would like to say and do in the stressful situation you expect to encounter.

Imagine yourself in the stressful situation saying and doing exactly what you want.

Imagine yourself receiving a positive response from the stressor (s).

Question 13

3 stress reduction techniques?

Answer 13

1. positive coping techniques
2. desensitization
3. covert rehearsal

Question 14

what is Assertive Behaviour?

Answer 14

“Assertive behavior promotes equality* in human relationships, enabling* us to act in our own best interests, to stand up for ourselves with undue anxiety, to express honest* feelings comfortably, to exercise personal rights without denying the rights of others.”

(sticking up for others) (being inappropriately direct)

Question 15

what are behavioural characteristics of assertion?

Answer 15

Stand up for own rights

Protect rights of others

Honest

Direct (KISS)

Appropriate

Question 16

goals of assertion?

Answer 16

To communicate effectively

To be respected by others

Question 17

**verbal characteristics of assertiveness?

Answer 17

Statement of wants, objective words,

** “I” messages, honest statement of feelings.

Question 18

**non-verbal characteristics of assertiveness?

Answer 18

Confident, congruent messages

Voice: Firm, warm, confident

eyes: Warm , frank
stance: relaxed
hands: gestures at appropriate times

Question 19

Aggressive Behaviour?

Answer 19

Aggression is a behaviour intended to threaten or injure the victim’s security or self-esteem. It means “to go against”, “to assault” or “to attack”. It is a response that aims at inflicting pain or injury on objects or persons. Whether the damage is caused by words, fists, or weapons, the behavior is virtually always designed to punish. It is frequently accompanied by bitterness, meanness, and ridicule. An aggressive person is often vengeful”

behaviour intended to threaten or injure the victim’s security or self-esteem

Question 20

*verbal characteristics of aggressive behaviour?

Answer 20

Loaded words, accusations, vague superior, haughty words, “you” that label the other person.

(towards others)

Question 21

*non-verbal characteristics of aggressive behaviour?

Answer 21

Flipp messages and, sarcastic style, air of superiority

Voice: Tense, shrill, loud, cold, deadly quiet, demanding, superior, authoritarian

eyes: Expressionless, cold, narrowed, starring
stance: Hands on hip , feet apart
hands: Abrupt gestures, fists pounding or clenched

Question 22

Non-assertive Behaviour (passive)?

Answer 22

Individuals who are non-assertive (sometimes called passive) seek to please others at the expense of denying their own basic human rights.

They seldom let their true feelings show and often feel hurt and anxious because they allow others to choose for them. They seldom achieve their desired goals.

Question 23

*verbal non-assertive Behavior characteristics?

Answer 23

Apologetic words, hedging, rambling, failing to say what is meant.

Question 24

*non-verbal non-assertive Behavior characteristics?

Answer 24

Actions instead of words (you do not say what you feel), looking as though you do not mean what you say.

Voice: Weak, distant, soft, wavering

eyes: Averted, downcast, teary, pleading
stance: Stooped, excessive leaning for support
hands: Fidgety, clammy

Question 25

3 types of behaviours?

Answer 25

1. assertive
2. non-assertive (passive)
3. aggressive

• passive-aggressive: there is an action which displays aggression

Question 26

Question: You haven’t taken a vacation for a while, and have one planned for next week. Your company gets a new project and they need you. It’s time sensitive and, of course, they want your help during the two weeks you’ll be on vacation. You:

Answer 26

1) Go on your vacation as scheduled, but tell them they can call you a few times while you’re gone if they need your input or help. Then answer their calls once every day or two.
 (assertive)
2) Postpone your vacation until the project is over. You’ve waited this long, and it’s not worth the company suffering so you can be gone at a specific time. (passive)

3) 
Tell them they need to get by without your help for the next two weeks. You’re entitled to a break, and this is really not your problem. (aggressive)


4) Go on your vacation as scheduled, but tell them they can call you a few times while you’re gone if they need your input or help. Then ‘forget’ to answer your cell phone. (passive-aggressive)

Question 27

Question: You go to dinner at your favorite restaurant. Your waiter brings your food after a very long wait, and the food is cold. You:

Answer 27

1) Say nothing. Everyone has a bad night now and then, and besides, you don’t want to risk having the waiter spit in your food. (passive)
2) Tell the waiter that this is unacceptable and ask what they can do to make things right. (assertive)
3) Say nothing, but leave a ridiculously small tip. (passive-aggressive)
4) Tell the waiter how incompetent you think he is, complain to the manager about the lousy service, and demand that the food be free. (aggressive)

Question 28

Types of Assertive Skills?

Answer 28

1. Being Confrontative exhibits negative emotions
2. Saying “no” exhibits negative emotions
3. Making Requests emotionally neutral
4. Expressing opinions emotionally neutral
5. Initiating Conversation positive emotions
6. Self-Disclosing positive emotions
7. Expressing Affection positive emotions

Question 29

what is Confrontation?

Answer 29

Confrontation is the assertive skill of pointing out to someone his/her aggressive behavior.

Question 30

what is important to remember when confronting someone?

Answer 30

When confronting someone it is important to deliver an “ I” message.
ie. “I am upset as you are not listening… it makes be feel like you don’t care about the situation and I am getting up with you

ie. “I will not accept this behaviour… because I deserve to be respected and if your attitude doesn’t change I will not come to the meeting anymore

Question 31

WHat does “I” Confrontation facilitate?

Answer 31

Facilitates constructive communication

Use “I” confrontations only with people you care about and who care about you.

Question 32

WHat does “I” Confrontation contain?

Answer 32

Contains these components:

1. A description of the undesirable behaviour
2. Consequences of the behaviour
3. A feeling description/statement

I _____ + undesirable behaviour + consequence + description of feeling

use with people you care about/who care about you

Question 33

KISS?

Answer 33

Keep It Short and Simple

Question 34

kiss example

Assuming responsibility for one’s own statements

Answer 34

“I do not want to go out with you tonight”
verses
“I can’t go out with you tonight”

Question 35

kiss example

Agreeing Assertively

Answer 35

Ms.Jones: “you sure let the meeting get out of hand.What a waste of time.”

Ms.Smith: “Yes, I didn’t do a very good job of conducting the meeting today.”

Question 36

Common Assertion Blocks?

Answer 36

Interfering irrational ideal/belief

Fear of rejection
Fear of imperfection ( in self)
Intolerance of imperfection in others

Question 37

What are some stressors?

Answer 37

1 stressor: death of a child, because it is not part of the “normal” cycle of life

life changes and strains (divorce, marriage, death, having kids, change of job)

catastrophic events (tsunami)

daily hassles (traffic, driving)

chronic stressors (finances, relationships)

Question 38

Stress mediatiors?

Answer 38

cognitive appraisal

predictability

social support

sense of control

coping methods/resources

Question 39

Stress reactions?

Answer 39

physical (throwing things)

emotional (angry)

cognitive (not able to concentrate when stressed)

behavioural (act out by throwing things)