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S1 CCM 135 comm > Quiz 1 > Flashcards

Quiz 1 Flashcards

Chapters 1-3, 14

1
Q

3 types of communication

A

Oral, written, and nonverbal

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2
Q

Oral communication

A

Use of spoken words to exchange ideas
+ insatantaneous
- no written record, very fast paced with no time for thought/process

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3
Q

Written communication

A

Characters form sentences/ideas
+ provides proof and time for receiver to process
- immediate feedback not always possible, tone misinterpretation

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4
Q

Non verbal communication

A

No words, mainly gestures and body language
+ stronger, more believable that verbal. Adds emphasis
- can be misunderstood, cultural barriers

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5
Q

4 purposes of communication

A
  1. To inquire
  2. To inform
  3. To persuade
  4. To develop goodwill
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6
Q

Components of communication

A

Message sender - actual message - message transmission - message receiver - message interpretation - feedback

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7
Q

B.A.B.L.

A

Background of the receiver - Appearance of sender or sender’s communication - Barriers to effective communication - Language skills of the sender and of the receiver

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8
Q

B.a.b.l.

A

Knowledge, personality, experiences, interest, motivation

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9
Q

_b.A.b.l.

A

Sloppy or full of errors vs. professional and neat/correct

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10
Q

_b.a.B.l.

A
  1. Physical distractions (both receiver’s comfort and sender’s appearance- verbal/non and written)
  2. Emotional distractions can influence receivers interpretation
  3. Cultural and language differences- different understandings of polite, rude, abrasive, etc and inability to properly translate
  4. Electronic interruptions - multitasking usually splits attention negatively
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11
Q

_b.a.b.L.

A

How well the sender chooses correct words/gestures and how well the receiver intreprets intended message.

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12
Q

Intrapersonal communication

A

The way each person interprets info based on previous life experience

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13
Q

Interpersonal communication

A

Occurs between 2+ people

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14
Q

Miscommunication

A

Occurs when intended message does not equal actual message or interpreted message.

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15
Q

Effective communication

A
  1. Interpreted message = intended message
  2. Get wanted results
  3. Maintain goodwill
  4. Feedback ensures intended message = interpreted message
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16
Q

Maslow’s hierarchy of needs

A

Things which motivate all people’s behavior

5. Physical 4. Security 3. Social 2. Esteem 1. Self actualizing

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17
Q

Skills great communicators have

A
  1. Interpersonal skills (empathy)
  2. You-v-I attitude (always use the you-attitude)
  3. Positive attitude
  4. Good listener
  5. Maintain confidentiality
  6. Be considerate
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18
Q

Internal communication

A

Between people within a business

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19
Q

External communication

A

Transfer of information to/from people outside company

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20
Q

6 Cs of business communication

A
  1. Clear: clear communication to avoid misunderstanding
  2. Complete: no questions needed to clarify message. Be sure to answer who, what, when, where, why, and how in first go
  3. Concise: unnecessary words hamper communication
  4. Consistent: in face (sources), treatment (similar items the same- Mr, Ms, Miss), and sequence (arrangement abc, 123, etc)
  5. Correct: everything accurate
  6. Courteous: use you-attitude
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21
Q

Nonverbal communication categories

A

Paralanguage, kinesics, environment, touch, space

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22
Q

Paralanguage

A

The way people speak including tone, pitch, quality, rate of speech, laughter, tears, sighs, hesitations, etc

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23
Q

Kinesics

A

Body language (gestures, movements, and mannerisms) used to communicate as well as appearance, facial expressions, eye contact, and posture.

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24
Q

Environment

A

Either objects in our surroundings or surroundings themselves

25
Touch
Haptic communication. Light or firm, handshake, back pat
26
Space
Physical distance maintained with others. Very much depends on cultural norms, as well as receivers or communication and activities involved. 1. Intimate distance: physical contact to 18” 2. Personal distance: 18”-3’ casual/friendly 3. Social distance: 3’-7’ workplace/social functions 4. Public distance: 7’+ public speaking
27
Listening definition and components
Hearing with thoughtful attention 1. Hearing: physical ability to perceive sound 2. Listening: filter out distractions in order to comprehend meaning of sounds 3. Interpreting: analyzing sounds you comprehended 4. Retaining: remembering interpreted sounds 5. Recalling: using retained/interpreted sounds at a later time
28
Passive listening
Concentrating at a low level or absorbing minimal amount required to stay involved in conversation - react mainly to speaker’s inflection or tone
29
Active listening
Listening that requires high level of concentration because information get absorbed
30
Listening barriers
Distractions that interfere with listening such as not concentrating, distractions, texting, “multitasking,” having preconceived thoughts and opinions, lack of interest, internal/external noise
31
Listening skills (12)
1. Concentrate on speaker’s message 2. Use filters to manage and control noise 3. Resist the urge to talk 4. Focus on the message 5. Listen with a positive attitude 6. Turning good listening skills into effective communication 7. Improving listening skills 8. Paraphrasing info back to sender 9. Evaluate your skills 10. Prepare yourself physically and mentally 11. Set listening priorities 12. Make efficient use of time
32
ISAFACT
Identify ideas and relationships Summarize main points Asses the correctness or validity of message Formulate appropriate questions Associate the speaker’s ideas with other know concepts Consider specific ways the info may be used Take notes to assist in better recall
33
Oral communication requires
1. Some amount and type of preparation 2. A manner of voice projection 3. A style or presentation
34
Appearance (oral comm)
Proper attire/grooming, excellent posture, limited gestures, relaxed facial expressions (but still animated and enthusiastic), eye contact, no pacing or excess movement
35
Pitch
Level of sound on a musical scale. Avoid too high (shrill) or too low (excessive resonance)
36
Volume
Must be heard clearly in order to relay message, practice breath control
37
Tone
Often reveals attitudes and feelings. Tone can substitute for facial expressions (when not available). Avoid monotone
38
Tempo
Rate at which you speak, also should be varied. Good rate is 125 words per min
39
Eununcation
Clarity of spoken word. Articulate each sounds. Speak slowly and distinctly, dont run your words together
40
Pronunciation
The sound speaker gives to individual letters. Accents
41
5 things to remember when introducing a speaker
1. Use an appropriate, brief introduction 2. Set the stage: convince audience that the speaker is qualified, worth knowing, and has something important to say 3. Keep your eyes on the audience (dont face the speaker) 4. End with the speaker’s name 5. Make closing remarks brief and appropriate
42
Preparation for a presentation requires:
1. Analysis of audience (presentation should be tailored) 2. Development of speech (intro, body, conclusions, questions) 3. Preparation of notes, rehearsal, and anticaipation of problems
43
Delivering presentation
Greet audience, dont read slides or notes, plan to use 5-10 minutes less than allotted (but be sure to be able to cut or add things depending on time)
44
Fielding questions
Either after or during presentation, be polite but stay in control
45
Managing stage fright
Converts anxiety into positive energy
46
Evaluating presentation
Seek out constructive (positive or negative) criticism
47
Culture
Customs, beliefs, lifestyles, and practices of a group of people
48
Cross-cultural communication
Comm with people from a different culture - must understand/respect differences - be adaptable
49
Domestic
One’s one country or something originating within or pertaining to one particular country
50
International
Beyond national boundaries, involves 2+ countries
51
Cultural competency
Skill set that allows us to increase out understanding and appreciation of cultural differences
52
APTA cultural competence
Standard 1: PTAs shall respect the inherent dignity and rights of all individuals 1A: PTAs shall act in a respectful manner toward each person regardless of age, gender, race, nationality, religion, ethnicity, social or economic status, sexual orientation, health condition, or disability 1B: PTAs shall recognize their personal biases and shall not discriminate against others in the provision of physical therapy services
53
Intercultural development continuum
Monocultural mindset to intercultural mindset 1. Denial- misses differences 2. Polarization- judges differences 3. Minimization- de-emphasizes difference 4. Acceptance- deeply comprehends difference 5. Adaptation- bridges across difference
54
Language barriers (8)
1. Limit figures of speech and cliches 2. Avoid trendy or fancy terms for standard words 3. Use specific terms 4. Be aware of multiple definition of words 5. Avoid slang/jargon 6. Avoid abbreviations or acronyms 7. Use visual aids 8. Keep it simple and clear
55
When using an interpreter
Keep it simple and clear | Always ask for feedback
56
Types of cultural differences
Time zones / perceptions of time - clothing - greetings - eye contact - non-verbal communications - gestures
57
Types of non-verbal communications relating to cultural differences
Gestures/postures - silence - emotional expression - touch - physical appearance = spatial relations
58
Cultural competence in therapy
1. Establish rapport 2. Understand patien’s condition and affect it has on their life 3. Recognize patient goals 4. Respect patient concerns and wishes

S1 CCM 135 comm (3 decks)

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