Test 1 Using Nonverbal Communication to Listen Better

Question 1

nonverbal communication

Answer 1

• not with words

- two components: message you send, message you receive / interpret

Question 2

paralanguage

Answer 2

• tone: whining, sarcastic, angry
• volume: too loud / too soft
• pauses and hesitations and repetitive phrases

Question 3

open vs. closed body posture

Answer 3

• arms open vs. arms crossed

Question 4

mirroring

Answer 4

• unconsciously mimic other people’s open or closed body posture

Question 5

congruence

Answer 5

• Verbal and nonverbal messages match

Question 6

incongruence

Answer 6

• Verbal and nonverbal messages do not match

Question 7

Identify how to accurately interpret nonverbal messages

Answer 7

• use background cues: social, psychological, cultural to interpret accurately
• use cue clusters or contextual cues to interpret accurately
• facial expressions

Question 8

State 4 reasons we use nonverbal

Answer 8

• substitutes
• repeats / complements
• regulates
• contradicts

Question 9

State 4 ways nonverbal communication is delivered

Answer 9

• body movements
• facial expressions
• eye contact
• paralanguage

Question 10

hearing

Answer 10

• physical ability to hear

Question 11

listening

Answer 11

• implies understanding of what you heard

Question 12

passive listening

Answer 12

• We assume we heard and understood correctly, but do not verify it
• Listener does not attend to nonverbal cues

Question 13

active listening

Answer 13

• Interested to understand message
• Reflect message back to sender for verification
• Verification or feedback process is what distinguishes active listening

Question 14

State the 3 parts of a perception check

Answer 14

• 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

Question 15

List 12 barriers to listening well

Answer 15

• 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

Question 16

Define paraphrasing

Answer 16

• restate the speaker’s ideas

- emphasize facts

Question 17

Explain how to better read nonverbal cues

Answer 17

• focus on the content and nonverbal cues of the speaker
• face the speaker; maintain good eye contact
• reduce barriers
• keep an open mind
• don’t interrupt
• paraphrase
• offer feedback
• withhold judgement
• ask clarification questions
• request feedback

Question 18

example of using nonverbal communication as substitutes

Answer 18

• interact with babies
• communicate with those at distance
• demonstrate agreement / listening with head nod
• thumbs up

Question 19

example of using nonverbal communication as repeat / complement

Answer 19

• talk with hands for emphasis

- head nod when saying yes

Question 20

example of using nonverbal communication as regulation

Answer 20

• eye contact: taking turns when talking

Question 21

example of using nonverbal communication as contradiction

Answer 21

• say you are okay when you are crying