Unit 4- Effective Communication

Question 1

Process of understanding and sharing meaning

Answer 1

Communication

Question 2

Required for effective communication

Answer 2

message is interpreted by the received in a way it was intended by the sender

Question 3

Coordinated action, goals achieved, transmission of info, sharing emotions or feelings

Answer 3

Benefits of good communication skills

Question 4

Communicating with words, nonverbal gestures (body language, silence)- synchronous

Answer 4

Oral Communication

Question 5

Communicating with words, nonverbal gestures (medium, font, signature appearance)- asynchronous

Answer 5

Written communication

Question 6

Body language, tone of voice, facial expressions, silence- convey additional conscious or unconscious messages to enhance communication

Answer 6

Nonverbal gestures

Question 7

Means of passing info from sender to recipient- phone call, email, face-to-face

Answer 7

communication channel

Question 8

Richest form of communication

Answer 8

face-to-face, in-person, oral, audio-visual presentation

Question 9

Factors to consider when selecting communication channel

Answer 9

audience, purpose, message to convey, importance

Question 10

Dominant way people interact and exchange info with others

Answer 10

communication style

Question 11

Four-communication styles

Answer 11

Passive, Passive-Aggressive, Aggressive, Assertive

Question 12

Hesitant to speak thoughts, puts others’ rights above their own, sound apologetic when speaking, shy, looks away

Answer 12

Passive

Question 13

Stand up for themselves while possibly violating others’ rights, dismissive, others’ feelings don’t matter, point fingers while talking, clenched fists

Answer 13

Aggressive

Question 14

Respects their own rights and the rights of others, most productive communication style, direct but not insulting, relaxed posture, smooth relaxed movements

Answer 14

Assertive

Question 15

Makes negative, underhanded comments, appear agreeable but act in a manipulative and secretive way, play the victim

Answer 15

Passive- Aggressive

Question 16

Giving full attention to what other people are saying, taking time to understand points being made, asking questions, not interrupting

Answer 16

Active listening

Question 17

5 Rules for Active Listening

Answer 17

1. Listen for message content
2. Listen for feelings
3. Respond to feelings
4. Note all cues
5. Rephrase and restate

Question 18

Purpose of Supportive Communication

Answer 18

preserve a relationship while addressing the problem

Question 19

Communication style that seeks to preserve positive relationships between communications while addressing problem at hand

Answer 19

Supportive communication

Question 20

Elements of Supportive Communication (8)

Answer 20

Verbal messages match thoughts/feelings of the person expressing them (congruent); descriptive language; problem-oriented; validating statements; specific, not generic; conjunctive- connect to previous statements; own your statements; active listening