MGNT Ch. 1 – Flashcards
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One goal of interpersonal communication is to arrive at ______?
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Shared meaning
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What are some barriers to shared meaning?
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Individual experiences Noise (physical, semantic, psychological) Emotional hijacking
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Emotional hijacking
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React without thinking
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Emotional intelligence
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EQ not equal to IQ Importance: 90% of top performers high EQ=$29,000/yr
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Domains of Emotional Intelligence
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Self awareness Self Management Empathy (not sympathy) Relationship management
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Self awareness
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involves accurately understanding your emotions as they occur and how they affect you
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Self management
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the ability to use awareness of your emotions to stay flexible and to direct your behavior positively involves responding productively and creatively to feelings of self-doubt, worry, frustration, disappointment, and nervousness
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Empathy
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the ability to accurately pick up on emotions in other people and understand what is really going on with them
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Related skills to empathy
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listening and reading non-verbal communication
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Active listening
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paying attention, holding judgement, reflecting, clarifying, summarizing, sharing, asking questions
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"it sounds to me like...let me make sure I understand...is it fair to say you think..."
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reflecting
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"not sure I understand..., can you explain what you mean by..."
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clarifying
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"it sounds like your key point/concern is..."
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summarizing
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"how is this useful? what can we do about this?"
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asking questions
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Reading nonverbal communication: "Slight Reading"
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synchronizing, eye contact, smiles and nods, hands and arms, touch
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Relationship management
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adapting your communication style to fit others'
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interpersonal communication process
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sending and receiving verbal and nonverbal messages between two or more people
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meaning
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the thoughts and feelings that people intend to communicate to one another
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encoding
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converting meaning into messages composed of words and nonverbal signals
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decoding
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interpreting messages from others into meaning
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shared meaning
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a situation in which people involved in interpersonal communication attain the same understanding about ideas, thoughts, and feelings
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noise
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causes distortion to or interruption of messages
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physical noise
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external; makes messages difficult to hear or otherwise receive
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physiological noise
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examples include: illness, memory loss, hearing problems
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semantic noise
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occurs when communicators apply different meanings to the same words or phrases
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psychological noise
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interference due to attitudes, ideas, and emotions experienced during an interpersonal interaction
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explain how emotional hijacking can hinder effective interpersonal communication
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you may misrepresent your ideas, confuse the facts, say things to others that you later regret, display frustration or anger, remain silent when you would prefer to be heard, fail to listen to others, or disengage from working relationships that are in your best interest
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explain how self awareness impacts the communication process
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people with high levels of this understand their emotions well, what satisfies them, and what irritates them. These people have the ability to be self-reflective when they experience strong or even distressful emotions
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low self-management
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-unable to control impulses -frequently vent frustrations without a constructive work purpose -spend a higher percentage of work conversations on small talk, gossip, and non work related issues
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strategies to improve self-management
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-engage in relaxation techniques to clear your mind -focus on how to improve your next effort rather than dwelling on disappointments of the current failure -sleep on it -practice self-talk
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skills of active listening
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-paying attention -holding judgement -reflecting -clarifying -summarizing -sharing
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barriers to active listening
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-lack of time -lack of patience and attention span -image of leadership -communication technology -fear of bad news
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nonlistening behaviors
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-defending -"me too" statements -giving advice -judging
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types of good questions
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-rapport-building -funnel -probing -solution-oriented
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rapport-building
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-provide an opportunity for asker and listener to bond through understanding one another -how was your trip to the human resource conference?
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funnel
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-progressively break down a problem into manageable pieces, starting with a large, open-ended question and moving to increasingly specific and tactical questions
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probing
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-these iterations about the causes, consequences, and scope of a group guest complaints attempt to look at the problem from every angle -this approach is effective at identifying root causes and best solutions
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solution-oriented
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-form the basis for identifying options about how to move forward -ideally, open, we-oriented, and offer help to others
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strategies for developing abilities in slight-reading
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-consciously practice each day -pay attention to congruence -do it in clusters, not in isolation -do it in context
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strengths of extroverted professionals
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-stating views directly and charismatically -gaining the support of others -organizing people to innovate
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strengths of introverted professionals
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-asking thoughtful and important questions -listening to the ideas of others -giving people space to innovate
