Topic 1 Communication Flashcards
Describe nonverbal channel
Body language facial expression up to 90% communication
Explain verbal channel
Words we speak concepts expressed your language primary elements for communicative behavior
Define public space
social space
personal space
Intimate space
People you don’t know 36 inches people you know but not well 30 to 36 you trust 24 to 30
very comfortable no extremely well 0 to 24
Describe tonality rate and volume
Tone of voice
speech rate
speech volume
Explain intensifiers
So, quite, awfully
expressed strong feelings connected to what is being stated
Explain qualifiers
Maybe, in my opinion, perhaps, somewhat, in general,
generalize specific statements, soften impact of what has been communicated
Explain filler words
They fill space
Um, okay, right
Explain disclaimers
I know I don’t know as much, but… I probably will get in your way, but… If you don’t mind, could you… Weaken statement or request and credibility
List five major components of communication
Sender originator of message, message idea,
channels five senses,
receiver recipient a message, environment context in which location takes place
Describe the back and noise as related to the five components of communication
Feedback response reaction by receiver about message and how it was communicated
noise internal or external difficulty focusing for whatever reason
How does motivation and friends communication process
Primary message diminished without motivation, both parties must be motivated, counselor promotes motivation and recognizes when it’s absent
How does source credibility and friends indication process
Good knowledge current field believe that is important listen professionals have substantial knowledgebase
How does information difficulty influence communication process
Level of information determines compliancy written and verbal
How does organization Influence communication process
Principles of pregnancy and Regency optimize information with importance of beginning and end
How does communication style influence communication process
How your present yourself to the client determines had a client seizure
Differentiate between principles of primacy and Regency
Privacy information beginning is remembered longer Regency information at the end remembered with more clarity
List three obstacles of communication
In adequate preparation, big instructions, culture
What for rules might be followed to minimize the three obstacles of communication
Provide overall perspective, how specific process of data fits overall picture Use simplest words be specific avoid generalities use repetition
Identify for dimensions of listening
Attending
assigning meaning
categorizing
remembering
List for rules of listening
Respond to main idea
Respond to emotional idea
remember significant details
make justifiable inferences
Describe three issues that are important to understand been listening
Candor balance between info in and out,
reception lose focus so actively listen significant discrepancies between word and action,
shared info maintain competencies secrets privacy
What is pacing
Mirroring verbally and nonverbally with the client
Greg nonverbal pacing
Model or copy the clients behavior
Describe verbal pacing
Content specific words, story
emotional thing feelings,
Pacificity what is said and how it send
congruence what is said and how it said
Three tactics to use to show that client is being heard or understood
Restating
paraphrasing
summarizing
Explain imperative statements
Clarify meaning, encourage participation, obtain additional information, responsibility on client for detailed information
Explain declarative leads
Use a conference to foster communication, encourage elaboration
Explain yes no question
Prompt, exact answer
manipulative, no elaboration
move from generalized to specific thoughts
Spring multiple-choice questions
Help talk more about specific topic, no exploration
forced to choose only between those options listed
imply that there is one right answer manipulate
Explain dilemma questions
Limited illusion of choice manipulated move toward needed decisions reduce resistance
Level one and level to probe differences
Level one who what when where why factual demographic begin plan
level two motivation feelings about little ones 5Ws potential action plans
What is a faulty question
Logically inappropriate where did you lose something helps clients explore further or add pertinent information
Differentiate between expressed ambivalence and implied ambivalence
Expressed - defined wants
implied words don’t match desires/wants
Explain stated inconsistency
Confirmed actions stated but reality doesn’t reflect
explain implied inconsistency
Best of bad choices doesn’t have full faith and little reason to doubt or change action plan
What is implied causation
Client to find an ability as lack of control most likely failure to huge responsibility I do to prevent more than actual perceived obstacle
List three ways to explore generalization
Restating content while emphasizing generalization, asking client for exception to generalization, providing client with exception example
Three tactics to help broaden perspective of client
Cooperation-share responsibility towards clients goal
scaling-Rate needs and goals levels of motivation
reframing-Flipside exaggerate feelings go from negative to positive
Communication skills used to reduce resistance
Statement suggestion advice given intended way, the Linda questions, reverse psychology, logical connections
Purpose of dilemma questions
Creates a when rather than If
eliminates a choice of not taking action yet still allows choice
Ways to reduce resistance and clients
Truisms
generic examples
using your voice intonation
using stories
