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CapCog 2020-21 > Verbal Communications > Flashcards

Verbal Communications Flashcards

1
Q

How is information exchanged?

A

Two way process - sending and; receiving of information.

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2
Q

______ 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.”

A

Emotional Intelligence

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3
Q

“________ 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.”

A

Communication

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4
Q

Communication is said to be the _______ life skill one could possess.

A

most important

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5
Q

The two words ‘information’ and ‘communication’ are often used interchangeably, but they
signify quite different things;
Information is _______. communication is ______.

A

giving out;

getting through

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6
Q

______ is able to be trusted as being accurate or true; reliable. Commanding, self-confident; likely to be respected and obeyed

A

Authoritative

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7
Q

______ is enforcing very strict obedience to authority. Much like an autocrat, or dictator, oppressive, tyrant

A

Authoritarian

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8
Q 
Simple basics of human interaction:
● \_\_\_\_\_\_\_\_
● \_\_\_\_\_\_\_\_
● \_\_\_\_\_\_\_\_
● \_\_\_\_\_\_\_\_
● \_\_\_\_\_\_\_\_
A 
●Listening actively
●Asking questions
●Showing courtesy
●Engaging empathetically  
●Observing non-verbal body language
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9
Q 
Escalation by the officer may be due to…
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
A 
●failed delivery 
●Authoritarian thought process
●Lack of communication skill set
●Deficient skill set
●emotional intelligence issues (ex: depression, anger, fatigue, worry)
●“Contempt of Cop”
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10
Q

______ a temporary state of upset and disorganization, characterized by an inability to cope with a particular situation using customary methods of problem solving

A

Crises:

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11
Q

EQ stands for ___________.

A

emotional intelligence quotient.

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12
Q 
key characteristics associated with Emotional Intelligence (EQ):
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
A 
● 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
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13
Q 
Advantages of Emotional Intelligence (EQ):
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
●\_\_\_\_\_\_\_
A

● 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

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14
Q 
four (4) limited connections with communication:
1. 
2.
3.
4.
A
  1. Immaturity;
  2. Ego driven;
  3. Failure to value;
  4. Insecurity
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15
Q

“First impressions matter. The way an interaction begins: ______!

A

affects the interaction as a whole

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16
Q

Experts say we size up new people in somewhere between _____ and ______.” ~Elliott Abrams (Wall Street Journal May 9, 2009)

A

30 seconds and two minutes

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17
Q

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.

A
  1. Thought – something we know
  2. Emotion – something we feel
  3. Action – something we do
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18
Q

Maxwell’s Four (4) Components of Connection

  1. ______
  2. ______
  3. ______
  4. ______
A
  1. What people see –Connecting Visually
  2. What people understand – Connecting Intellectually
  3. What people feel – Connecting Emotionally
  4. What people hear – Connecting Verbally
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19
Q

Humans remember ___-___% of what they see

A

85-90%

20
Q

We remember less than ____% of what we hear

A

15%

21
Q

John C. Maxwell explains in his book, Everyone Communicated, Few Connect, that people are asking three questions about you:

  1. ______
  2. ______
  3. ______
A
  1. “Do You Care for me?”
  2. “Can You Help Me?”
  3. “Can I Trust You?”
22
Q

Talking may be the ____ ____ to effective communication. Questions are the answer.

A

Talking may be the greatest obstacle to effective communication. Questions are the answer.

23
Q

______ 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.

A

Active listening

24
Q 
How does the body communicate interest? 
Hands - \_\_\_\_\_\_\_\_\_\_\_\_\_\_
Feet - \_\_\_\_\_\_\_\_\_\_\_\_\_\_
Head -  \_\_\_\_\_\_\_\_\_\_\_\_\_\_
Arms - \_\_\_\_\_\_\_\_\_\_\_\_\_\_
Face - \_\_\_\_\_\_\_\_\_\_\_\_\_\_
A

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

25
Q

Active listening is a system and method for achieving a _____ goal.

A

de-escalation

26
Q

______ 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).

A

Empathy

27
Q

______ 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.

A

Paraphrasing

28
Q

People with high self-esteem admit _____; people with low self-esteem ____ them.

A

mistakes; deny

29
Q

Communication has 3 components:

  1. ______
  2. ______
  3. ______
A

verbal - 7% (words),
nonverbal - 55% (body lang.), and
paralinguistic - 38%(feeling/tone/inflection).

30
Q

6 Principles of Persuasion:

  1. ______
  2. ______
  3. ______
  4. ______
  5. ______
  6. ______
A
  1. Consensus
  2. Consistency
  3. Authority
  4. Reciprocity
  5. Liking
  6. Scarcity
31
Q

5 Universal Truths:

A 
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.
32
Q

Identify common communication blunders.

  1. ______
  2. ______
  3. ______
  4. ______
  5. ______
  6. ______
  7. ______
  8. ______
  9. ______
  10. ______
  11. ______
  12. ______
A
  1. Not giving eye contact.
  2. Interrupting
  3. As the saying goes, “Actions speak louder than words.”
  4. Not paraphrasing and restating what the other person says:
  5. Making assumptions before you hear the whole message:
  6. Letting your emotions control what you say:
  7. Not asking probing questions of other people:
  8. Needing to “win” an argument:
  9. Letting your thinking distract you from giving your full attention:
  10. Attacking another’s character:
  11. Not being empathetic & realizing that perception is reality:
  12. It is highly recommended to use minimal profanity:
33
Q

The Four Horsemen - Communication styles

  1. ______
  2. ______
  3. ______
  4. ______
A
  1. Criticism
  2. Contempt
  3. Defensiveness
  4. Stonewalling
34
Q 
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 - \_\_\_\_\_\_\_
A 
L - Listen Actively
E - Empathize
A - Ask questions
P - Paraphrase 
S - Summarize
35
Q 
You are never at your best for decision-making and communication when you are:
HALT.
H - \_\_\_\_\_\_\_
A - \_\_\_\_\_\_\_
L - \_\_\_\_\_\_\_
T - \_\_\_\_\_\_\_
A

H - Hungry
A - Angry
L - Lonely
T - Tired

36
Q

Arresting Communication by _______

A

Jim Glennon

37
Q

Everyone Communicated Few Connect by ________

A

John C. Maxwell

38
Q

Verbal Judo by ________

A

Thompson and Jenkins

39
Q

Unchecked and unmanaged emotions become a “______ ______.”

A

merciless taskmaster

40
Q

People who say they have a good attitude, ____ _____ ______ _____.
People who admit they have a bad attitude, usually _____ _____ _____.

A

take responsibility for it

;blame outside forces

41
Q

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 _______.

A

constant;
subconscious;
worth, value, and importance;
reactive

42
Q

Amazingly, more than ____% of the impression we often convey has nothing to do with what we actually say.

A

90%

43
Q

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.

A

1939;

44
Q

_____; Nonverbal communication is primarily conducted through the use of gestures, facial expressions, and body language.

A

Kinesics

45
Q 
we generally notice people in this descending order and formulate an opinion based on their:  
\_\_\_\_\_\_\_\_\_\_;
\_\_\_\_\_\_\_\_\_\_;
\_\_\_\_\_\_\_\_\_\_;
\_\_\_\_\_\_\_\_\_\_;
\_\_\_\_\_\_\_\_\_\_;
\_\_\_\_\_\_\_\_\_\_;
A 
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.

CapCog 2020-21 (32 decks)

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