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49 Cards in this Set
- Front
- Back
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Listening |
the ability to understand, analyze, respect and appropriately respond to the meaning of another person’s spoken nonverbal messages |
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Time spent listening |
40-70% listening 20-35% speaking 5-15% writing 10-20% reading |
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How well do we listen? |
most people cannot accurately report 50% of a spoken message w/o training, most ppl listen 25% efficiency |
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Types of Listening (5) |
Discriminative Listening Comprehensive Listening Empathic Listening Analytical Listenig Appreciative Listening |
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Discriminative Listening |
basic level of listening, where you can distinguish sounds |
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Comprehensive Listening |
type of listening where one understands wording, main ideas and arguments |
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Empathic Listening |
type of listening that involves attempting to understand the feelings and emotions of the speaker |
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Analytical Listening |
type of listening to evaluate and judge, forming opinion about what is being said |
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Appreciative Listening |
type of listening where one seeks certain information which will appreciate -music |
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Golden Rule if Listening |
listen to others as you would have them listen to you suspend your own needs in order to listen to someone else’s |
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Paraphrasing |
ability to restate what people say in a way that indicates you understand them form of feedback |
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Major Listening Strategies (2) |
extra thought-speed golden rule of listening |
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Extra thought-speed |
-speed at which most ppl can think compared to the speed at which they can speak -way to summarize main ideas |
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Self Listening (3) |
-Monitorand understand the effects of what you say -Translatefeedback into useful information about the way you speak and listen -Beaware of and analyze your internal thought processes |
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Conflicts in groups |
the disagreement and disharmony that occurs in groups when differences are expressed regarding group goals |
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Types of Group Conflict (5) |
Substantive Affective Procedural Destructive Constructive |
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Substantive Conflict |
members disagree about ideas, issue analysis and potential solution or actions |
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Affective Conflict |
members emotions are aroused by personal disagreements, personality differences, communication styles and members beliefs and values |
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Procedural Conflict |
members disagree about the methods or process the group uses to achieve its goals |
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Destructive Conflict |
group members create hostility and prevent achievement of the group’s goals |
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Constructive conflict |
group members express side agreement in a way that values everyone's contribution and promotes the group goal |
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Styles of Conflict (5) |
Avoidance Accommodation Competition Compromise Collaboration |
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Avoidance |
-members are unable or unwilling to accomplish their own goals -ignore the problem -fails to address the problem and can increase group tensions |
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Accommodation |
better that avoidance you vocalize, you know it is there and talk about it members give into other members at the expense of their own goals |
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Competition |
more concerned with their own goals than with meeting the needs of the group ridicule, hostility not respectful, causes grudges verbal abuse worst one |
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Compromise |
healthy conflict members give up some goals in order to achieve others accept losses in exchange got gaining something else |
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Collaboration |
healthy conflict search for new solutions that will achieve both individual and group goals req. time and energy effective collaboration |
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4 Method |
best method to solve problems -Reason -Reaction -Results -Resolutions |
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Reason (4 Method) |
what are the reasons for or causes of the conflict? |
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Reaction (4 Method) |
how are group members reacting to one another? |
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Results (4 Method) |
what are the consequences of the groups current approach the the conflict? |
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Resolutions (4 Method) |
what are the available methods |
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Conflict Management Methods (3) |
-AEIOU -Negotiation -Mediation |
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AEIOU (Group Management Method) |
dealing with affective conflict A-assume other members mean well E-express your feelings I-identify O-outcome U-mutual understanding |
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Negotiation (Group Management Method) |
process of bargaining in order to settle difference or reach solution best solution for group generate many solutions |
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Mediation (Group Management Method) |
employs the service of an impartial third party who guides, coaches and encourages disputants through negotiation to successful resolution ad agreement |
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Group Cohesion |
mutual attraction that holds members of a group together through high levels of interaction |
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Enhancing Group Cohesion |
-establish a group identity and traditions -emphasize team work -recognize and reward contribution -respect group members |
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Groupthink |
bad, dark side of cohesive |
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8 symptoms of Groupthink (8) |
Invulnerability Rationalization Moralization Stereotypes Self-Censorship Pressure on Dissenters Illusions of Unanimity Mind Guarding |
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Invulnerability (Group think) |
being overly confident big risk |
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Rationalization (Group think) |
making excuses ignore the warning signs |
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Moralization (Group think) |
ignores ethical and moral issues |
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Stereotypes (Group think) |
considers other too weak or stupid to cause troublecast cast aside outsiders |
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Self Censorship (Group think) |
unwilling to disagree, doubts their own concerns |
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Pressure on Dissenters (Group think) |
pressures members to agree |
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Illusions of Unanimity (Group think) |
believes everyone agrees |
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Mind Guarding (Group think) |
shield members from adverse information or opposition |
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How to avoid Groupthink |
ask members to serve as critical evaluators ask members to work individually discuss process outside of group |
