Verbal Communications Flashcards
How is information exchanged?
Two way process - sending and; receiving of information.
______ is the foundation of effective communication.
“the ability to recognize, understand, and manage our emotions; and to recognize, understand, and influence the emotions of others.”
Emotional Intelligence
“________ is a skill that you can learn. It is like riding a bicycle or typing. If you’re willing to work at it, you can rapidly improve the quality of every part of your life.”
Communication
Communication is said to be the _______ life skill one could possess.
most important
The two words ‘information’ and ‘communication’ are often used interchangeably, but they
signify quite different things;
Information is _______. communication is ______.
giving out;
getting through
______ is able to be trusted as being accurate or true; reliable. Commanding, self-confident; likely to be respected and obeyed
Authoritative
______ is enforcing very strict obedience to authority. Much like an autocrat, or dictator, oppressive, tyrant
Authoritarian
Simple basics of human interaction: ● \_\_\_\_\_\_\_\_ ● \_\_\_\_\_\_\_\_ ● \_\_\_\_\_\_\_\_ ● \_\_\_\_\_\_\_\_ ● \_\_\_\_\_\_\_\_
●Listening actively ●Asking questions ●Showing courtesy ●Engaging empathetically ●Observing non-verbal body language
Escalation by the officer may be due to… ●\_\_\_\_\_\_\_ ●\_\_\_\_\_\_\_ ●\_\_\_\_\_\_\_ ●\_\_\_\_\_\_\_ ●\_\_\_\_\_\_\_ ●\_\_\_\_\_\_\_
●failed delivery ●Authoritarian thought process ●Lack of communication skill set ●Deficient skill set ●emotional intelligence issues (ex: depression, anger, fatigue, worry) ●“Contempt of Cop”
______ a temporary state of upset and disorganization, characterized by an inability to cope with a particular situation using customary methods of problem solving
Crises:
EQ stands for ___________.
emotional intelligence quotient.
key characteristics associated with Emotional Intelligence (EQ): ●\_\_\_\_\_\_\_ ●\_\_\_\_\_\_\_ ●\_\_\_\_\_\_\_ ●\_\_\_\_\_\_\_ ●\_\_\_\_\_\_\_ ●\_\_\_\_\_\_\_
● Self-awareness of one’s attitude, thinking attached to attitude, and behaviors ● Self-control ● Social competency and; empathy ● Motivation and determination ● Influencing others ● Understanding others
Advantages of Emotional Intelligence (EQ): ●\_\_\_\_\_\_\_ ●\_\_\_\_\_\_\_ ●\_\_\_\_\_\_\_ ●\_\_\_\_\_\_\_ ●\_\_\_\_\_\_\_ ●\_\_\_\_\_\_\_
● Better communication and connections with others
● Better equipped to deal with unexpected stress
● Controlling feelings & behavior (managing worry, anger, crisis)
● More accurate perceptions
● Optimism increases
● Stronger relationships bonds
four (4) limited connections with communication: 1. 2. 3. 4.
- Immaturity;
- Ego driven;
- Failure to value;
- Insecurity
“First impressions matter. The way an interaction begins: ______!
affects the interaction as a whole
Experts say we size up new people in somewhere between _____ and ______.” ~Elliott Abrams (Wall Street Journal May 9, 2009)
30 seconds and two minutes
John C. Maxwell stressed these three essential elements of communication:
1. _______
2. _______
3. _______
Failure to include any one of the above three will develop in a disconnect/ breakdown in communication.
- Thought – something we know
- Emotion – something we feel
- Action – something we do
Maxwell’s Four (4) Components of Connection
- ______
- ______
- ______
- ______
- What people see –Connecting Visually
- What people understand – Connecting Intellectually
- What people feel – Connecting Emotionally
- What people hear – Connecting Verbally
Humans remember ___-___% of what they see
85-90%
We remember less than ____% of what we hear
15%
John C. Maxwell explains in his book, Everyone Communicated, Few Connect, that people are asking three questions about you:
- ______
- ______
- ______
- “Do You Care for me?”
- “Can You Help Me?”
- “Can I Trust You?”
Talking may be the ____ ____ to effective communication. Questions are the answer.
Talking may be the greatest obstacle to effective communication. Questions are the answer.
______ is a communication technique used in counseling, training, and conflict resolution. It requires that the listener fully concentrate, understand, respond and then remember what is being said. The process of carefully gathering information based on verbal and nonverbal observations. Your undivided attention is required.
Active listening
How does the body communicate interest? Hands - \_\_\_\_\_\_\_\_\_\_\_\_\_\_ Feet - \_\_\_\_\_\_\_\_\_\_\_\_\_\_ Head - \_\_\_\_\_\_\_\_\_\_\_\_\_\_ Arms - \_\_\_\_\_\_\_\_\_\_\_\_\_\_ Face - \_\_\_\_\_\_\_\_\_\_\_\_\_\_
Hands - open palms, evaluation gestures
Feet – pointed toward the talker
Head – tilted slightly, generally aligned to the talkers
Arms – open
Face – relaxed, involved, nodding, smiling
Active listening is a system and method for achieving a _____ goal.
de-escalation
______ identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another. the ability to understand and share the feelings of another (walking in their shoes).
Empathy
______ is one of the most influential and important tools of communication to put another’s meaning into your words and delivering it back to them.
Paraphrasing
People with high self-esteem admit _____; people with low self-esteem ____ them.
mistakes; deny
Communication has 3 components:
- ______
- ______
- ______
verbal - 7% (words),
nonverbal - 55% (body lang.), and
paralinguistic - 38%(feeling/tone/inflection).
6 Principles of Persuasion:
- ______
- ______
- ______
- ______
- ______
- ______
- Consensus
- Consistency
- Authority
- Reciprocity
- Liking
- Scarcity
5 Universal Truths:
1. All people want to be treated with dignity and respect. 2. All people want to be told why they are being asked to do something. 3. All people want to be asked rather than told to do something. 4. All people want to be given options rather than threats 5. All people want a second chance.
Identify common communication blunders.
- ______
- ______
- ______
- ______
- ______
- ______
- ______
- ______
- ______
- ______
- ______
- ______
- Not giving eye contact.
- Interrupting
- As the saying goes, “Actions speak louder than words.”
- Not paraphrasing and restating what the other person says:
- Making assumptions before you hear the whole message:
- Letting your emotions control what you say:
- Not asking probing questions of other people:
- Needing to “win” an argument:
- Letting your thinking distract you from giving your full attention:
- Attacking another’s character:
- Not being empathetic & realizing that perception is reality:
- It is highly recommended to use minimal profanity:
The Four Horsemen - Communication styles
- ______
- ______
- ______
- ______
- Criticism
- Contempt
- Defensiveness
- Stonewalling
L-E-A-P-S method commonly used in counseling: This can be a polite and effect way of disengaging from the conversation with dignity and respect. L - \_\_\_\_\_\_\_ E - \_\_\_\_\_\_\_ A - \_\_\_\_\_\_\_ P - \_\_\_\_\_\_\_ S - \_\_\_\_\_\_\_
L - Listen Actively E - Empathize A - Ask questions P - Paraphrase S - Summarize
You are never at your best for decision-making and communication when you are: HALT. H - \_\_\_\_\_\_\_ A - \_\_\_\_\_\_\_ L - \_\_\_\_\_\_\_ T - \_\_\_\_\_\_\_
H - Hungry
A - Angry
L - Lonely
T - Tired
Arresting Communication by _______
Jim Glennon
Everyone Communicated Few Connect by ________
John C. Maxwell
Verbal Judo by ________
Thompson and Jenkins
Unchecked and unmanaged emotions become a “______ ______.”
merciless taskmaster
People who say they have a good attitude, ____ _____ ______ _____.
People who admit they have a bad attitude, usually _____ _____ _____.
take responsibility for it
;blame outside forces
Just remember these commonalities of human nature:
Communication is a _______.
People are ruled by their _________.
People need to feel they have ____, ____, and ______
We all have the potential to become _______.
constant;
subconscious;
worth, value, and importance;
reactive
Amazingly, more than ____% of the impression we often convey has nothing to do with what we actually say.
90%
Albert Mehrabian (born ____ to an Armenian family in Iran), Professor Emeritus of Psychology, UCLA, has become known best by his publications on the relative importance of verbal and nonverbal messages. His theory has become known as the 7%-38%-55% Rule, for the relative impact of words, tone of voice, and body language when speaking.
1939;
_____; Nonverbal communication is primarily conducted through the use of gestures, facial expressions, and body language.
Kinesics
we generally notice people in this descending order and formulate an opinion based on their: \_\_\_\_\_\_\_\_\_\_; \_\_\_\_\_\_\_\_\_\_; \_\_\_\_\_\_\_\_\_\_; \_\_\_\_\_\_\_\_\_\_; \_\_\_\_\_\_\_\_\_\_; \_\_\_\_\_\_\_\_\_\_;
Face Body language How they speak to us (paralinguistic) Word choices Then we look for or evaluate their verbal-nonverbal disconnects (does body language match their words) to determine safety, truthfulness, or intent.
