Test 1 Using Nonverbal Communication to Listen Better Flashcards
1
Q
nonverbal communication
A
- not with words
- two components: message you send, message you receive / interpret
2
Q
paralanguage
A
- tone: whining, sarcastic, angry
- volume: too loud / too soft
- pauses and hesitations and repetitive phrases
3
Q
open vs. closed body posture
A
- arms open vs. arms crossed
4
Q
mirroring
A
- unconsciously mimic other people’s open or closed body posture
5
Q
congruence
A
- Verbal and nonverbal messages match
6
Q
incongruence
A
- Verbal and nonverbal messages do not match
7
Q
Identify how to accurately interpret nonverbal messages
A
- use background cues: social, psychological, cultural to interpret accurately
- use cue clusters or contextual cues to interpret accurately
- facial expressions
8
Q
State 4 reasons we use nonverbal
A
- substitutes
- repeats / complements
- regulates
- contradicts
9
Q
State 4 ways nonverbal communication is delivered
A
- body movements
- facial expressions
- eye contact
- paralanguage
10
Q
hearing
A
- physical ability to hear
11
Q
listening
A
- implies understanding of what you heard
12
Q
passive listening
A
- We assume we heard and understood correctly, but do not verify it
- Listener does not attend to nonverbal cues
13
Q
active listening
A
- Interested to understand message
- Reflect message back to sender for verification
- Verification or feedback process is what distinguishes active listening
14
Q
State the 3 parts of a perception check
A
- Describe behavior you noted to the sender (or relay what you perceive you heard)
- Offer two possible interpretations of the behavior or the message
- Request clarification from sender about how to interpret the behavior or message
15
Q
List 12 barriers to listening well
A
- information overload
- noise
- rapid thought
- not paying attention
- learning not to listen
- preparing to speak (instead of listening)
- talking instead of listening
- hearing what we want to hear
- bias or prejudice
- language differences / accents
- message too complex
- speaker’s need is not clear
