Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
39 Cards in this Set
- Front
- Back
Interpersonal Communication Process |
The process of sending and reviving verbal and non verbal messages between two or more people. |
|
Meaning |
The thoughts and feelings that people intend to communicate. |
|
Encodings |
The process of converting meaning into messages composed of words and nonverbal signals. |
|
Decoding |
The process of interpreting messages from others into meaning. |
|
Shared meaning |
The situation in which people involved in interpersonal communication attain the same understanding about ideas, thoughts and feelings. |
|
Noise |
Caused distortion to or interruption of messages. |
|
Physical Noise |
External noise that makes a messages difficult to hear. |
|
Physiological noise |
Disruption due to physiological factors. |
|
Semantic Noise |
Occurs when communicators apply different meanings to the same words or phrases. |
|
Psychological Noise |
refers to interference due to attitudes, ideas, and emotions experienced during an interpersonal interaction. |
|
Filter of Lifetime Experiences |
Accumulation of knowledge, values, expectations and attitudes based on personal experiences. |
|
Emotional intelligence |
Involves understanding emotions and managing emotions to serve goals. |
|
EQ |
Emotional Quotient (How much you understand emotions) |
|
Emotional Hijacking |
A situation in which emotions control our behavior. |
|
Self Awareness |
The foundation for emotional intelligence. Understanding your own emotions. |
|
Triggers |
Events with strong emotional reaction |
|
Self Management |
Ability to use awareness of your emotions to stay flexible and to direct your behavior positively |
|
Optimism |
Viewing failures as events that can change the future. |
|
Pessimism |
Viewing failures as indication of their own incompetence. |
|
Empathy |
The ability to accurately pick up on emotions in other people and understand them. |
|
Active listening |
A persons willingness and ability to hear and understand. |
|
Learner mind set |
Show eagerness to hear others ideas and listen with an open mind. |
|
Judger mind set |
Having your mind made up before listening and understanding someone else's ideas. |
|
Non-listening Behavior |
actions that prematurely deflect attention from speakers. |
|
Rapport Building questions |
intended to create bonds between people, Ice breakers. |
|
Funnel Questions |
Generic questions to specific questions. |
|
Probing Questions |
Intended to analyze a business problem from every single angle to uncover its root cause. |
|
Solution Oriented Questions |
Focus on how to overcome business problems. What should be done. |
|
Leading Questions |
Intended to guide people to your way of thinking. |
|
Disguised Questions |
Opinions presented in question form. |
|
Cross Examination Questions |
Intended to find contradictions in what others have said or done. |
|
CLEM |
Rapid sideward shift of the eye |
|
Motivational Value System (MVS) |
A blend of three primary motives and refers to a frequency with which these values guide their actions. |
|
Blue MVS |
Guided to protect others, help others grow, Nurturing. |
|
Red MVS |
Directing, guided by concerns about organizing. |
|
Green MVS |
Autonomizing, making sure business activities have been thought out carefully. |
|
Hubs |
Equal for all MVS, red, blue and green. |
|
Introverts |
Tend to get much of their stimulation and energy from their thoughts, feelings and moods. |
|
Extroverts |
Tend to get much of their stimulation and energy from external sources. |