Rapport and Communication 2a Flashcards
What 3 components constitute as communication between humans?
Verbal, Non-Verbal, and Voice Tone
Verbal Communication
Only conveys factual information
Examples of Non-Verbal Communication
Body language, facial expressions, posture
Examples of Voice-Tone
Speed, Pitch, Volume
Name 3 styles of good communication
- Collaborative
- Informative
- Directive
Which of the 3 styles of good communication is generally best when given different scenarios and/or during the different stages of a professional, personal relationship?
Collaborative.
Define the Collaborative Style
Doing more listening than talking.
Uncover true psycho-emotional impact of challenges w/o judgment.
- Catalytic
- Supportive
- Cathartic
Define the Informative Style
Info is factual/unbiased. Goal is to enhance level of knowledge/understanding
Define the Directive Style
Instructions on how to perform an exercise. Providing corrective feedback or coaching.
- Prescriptive
- Confronting
- Mirroring
Explain Selective Listening
Partially distracted and hears only key words.
Explain Indifferent Listening
Not really listening, thinking about something else.
Explain Active Listening
Free of distractions, gives speaker undivided attention.
Explain Passive Listening
Listening with the intent to respond, but is distracted by thinking ahead or about their rebuttal.
What does BASIC ID stand for?
Behavior Affect Sensation Imagery Cognition
Interpersonal
Drugs/Biological
How is BASIC ID used as a communication tool?
Simple screening with open-ended questions helps identify person’s preferred ‘language’.
Shows how people behave, emote, sense, imagine, think and interact socially.
Name 4 principles of Motivational Interviewing (MI)
Empathy
Develop Discrepancy
Roll with Resistance
Build Self-Efficacy
Explain 3 ways to develop Discrepancy
- Explore differences between current and ideal behaviors
- Make observations, not evaluations (non-judgmental).
- Decisional balance worksheet
Ways to “Roll with Resistance”
Avoid pressuring (coercing) change (psychological reactance); don’t oppose, but respect resistance; invite opinions and self-exploration.
Define empathy
Acceptance, reflective listening. Seek to understand (clarification) from their perspective.
Describe the 4 types of ambivalence often experienced by individuals hesitant about changing behavior.
Approach-Approach Conflict: 2 similar appealing choices - uncertain which to make.
Avoidance-Avoidance Conflict: Choosing the lesser of two evils.
Approach-Avoidance Conflict: Attracted to both the good and bad. “Can’t live with or without it”
Double Approach-Avoidance Conflict: One sees positive and negative attributes in both the current and alternative decisions
3 key NLP communication styles and their respective contributions.
Visual-dominance = 55%. Auditory-dominance = 15%. Kinesthetic-dominance = 30%.
Visual
Appearance: Very important Talking: Animated Fast Talkers Thinking: Visualize and decide quickly Posture: Symmetrical Information: Seek evidence or proof
Define NLP
Neuro-linguistic Programming: Focuses upon relationships between successful patterns of behavior and subjective experiences
Auditory
Appearance: Try, not successful
Talking: Fluid, melodic, sensitive voices
Thinking: Slower, enjoy love conversations
Posture: Not as important
Information: Believe from credible sources
Kinesthetic
Appearance: Not important Talking: Not animated, speak slowly Thinking: Slow, process from feelings Posture: Not important Information: Trust intuition
