Question 2 Flashcards
Noise gets in the way of active listening, list some examples of noise:
Physical noise from the environment Divided attention Lack of attention Multitasking Defensiveness Stereotypes
What is paraphrasing?
Paraphrasing: verbal feedback given to the sender of a message to CONFIRM THE MEANING of the original message. It is essentially a RESTATEMENT in your own words of what the sender said. It demonstrates your level of UNDERSTANDING of the message
What is an empathic response?
An empathic response is a statement or question of how the listener thinks the sender is feeling. BE GENUINE
Describe prompts
Prompts are things like “yes, go on” or “tell me more” to show that you are listening and keep the conversation going
What are the two main conflict resolution paradigms?
Distributive (positional)
Integrative (interest)
How to use communication for the purpose of resolving conflict
WORLD Create a supportive atmosphere: use I-messages NOT you-messages Be honest Converse: don't sell Listen actively: paraphrase, empathic response, prompts
What are heroic responses? Are they an effective means of communicating?
No, they are not an effective means of communicating. Examples include: SEA
A. Solution giving instead of problem inquiry
B. absolute instead of conditional responses
C. Evaluative instead of descriptive responses
What gets communicated?
Content and emotion
What are the three methods of overcoming noise? (Active listening)
Paraphrasing
Empathic response
Prompts
When engaging in conflict resolution, how can you create a supportive atmosphere?
- schedule a mutually convenient time, in a neutral, comfortable setting
- open with an honest statement of concerns and objectives (use I-messages)
- be prepared to integrate the other party’s objectives
- listen actively
- converse (don’t sell)
