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Interpersonal Communication > Interaction Management > Flashcards

Interaction Management Flashcards

1
Q

Dance of conversation

A

Listening
Self-monitoring
Responding
Turn-exchanging

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2
Q

Turn-exchanging skills

A

Appropriate nr of turns
Appropriate length of turns
Turn-exchanging cues

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3
Q

Turn-exchanging cues

A 
SPEAKER:
Turn maintaining
Turn yielding
LISTENER
Turn requesting
Turn denying
Back channeling (comm info without assuming speaker role)
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4
Q

Listening process

A 
Hearing
Attending
Understanding
Remembering
Evaluating
Responding
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5
Q

Factors hindering hearing

A

Physiological hearing difficulties
Auditory fatigue
Physical noise

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6
Q

Basic listening modes (ATTENDING)

CAP

A 
Competitive/Combative = Promote own view & pretend to listen
Active/Reflective = Interested & actively check understanding
Passive/Attentive = Interested & passively attentive (assume understanding)
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7
Q

Active listening techniques (UNDERSTANDING)

A 
Ask q's to clarify
Paraphrase to ensure understanding
Have empathy
See from their perspective
Dont assume you know
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8
Q

Types of remembering

A 
SHORT-TERM = 5 info items at a time & long enough to respond
LONG-TERM = Committed to memory & significant
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9
Q

Fact

A

Accuracy can be verified

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10
Q

Inference

A

Opinion

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11
Q

Inference with supporting statement

A

Based on assumption

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12
Q

Reasons for ineffective listening

PPORNHAJE

A

PSEUDOLISTENING = Pretending
PREFERENCE TO SPEAK
OVERLOAD = Too many messages
RAPID THOUGHT PROCESSES = Process info 4X faster = Boredom
NOISE = Interferes/distorts
HABITS = Short attention span
ASSIMILATION = Reconstruct messages to reflect own attitudes, beliefs, etc.
JUDGEMENT = Superficial factors affect interpretation
EMOTIONS = Avoid listening, feel threatened & believe they are right

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13
Q

Advantages of listening

A 
Increase knowledge
Increase confidence
Decrease stress
Feel comfortable
Help others with problems
Builds trust
Increased teamwork
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14
Q

Inappropriate responses

A

IRRELEVANT = Changes subject
INCONGRUOUS = Verbal & nonverbal messages dont match
INTERRUPTING
TANGENTIAL = Touches on subject & digresses
JUDGMENTAL = No empathy, shuts down & damaging
UNSUPPORTIVE

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15
Q

Appropriate responses

A 
PARAPHRASING = Expressing meaning in diff words for clarification
INTERPRETIVE = Look from other POV & alternative explanations are plausible
QUESTIONING = Clarify facts
SUPPORTIVE = Soothe & validate feelings
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16
Q

Infante’s Aggression Theory

A

Aggressive comm can be CONSTRUCTIVE & DESTRUCTIVE
CONSTRUCTIVE/POSITIVE TRAITS = Assertiveness, argumentativeness
DESTRUCTIVE/NEGATIVE TRAITS = Hostility, aggressiveness

17
Q

Types of verbal agression

A 
Competence attacks
Character attacks
Profanity
Ridicule
Maledictions
Threats
18
Q

Self-monitoring

A
  1. Monitor self-expression & feedback

2. Adjust behaviour

Interpersonal Communication (8 decks)

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