Communications Test 1

Front 1

communication characteristics that create a confirming communication climate

Back 1

use descriptive I language, focus on solving problems not controlling others, be honest don't manipulate, show concern for others, demonstrate an attitude of equality, keep an open mind

Front 2

5 elements of an effective apology

Back 2

sincere regret, understand the person suffered harm, an explanation of what happened, corrective action, restoration

Front 3

types of conflict

Back 3

topic at hand, the process, relational issues, ego

Front 4

5 approaches to managing conflict

Back 4

avoiding, accommodating (giving in), competing, collaborating (work together to solve issue), compromising

Front 5

steps to achieving a win-win solution

Back 5

identify ends both parties are seeking, brainstorm list of possible solutions, evaluate alternative options, implement and follow up on solution

Front 6

sandwich theory

Back 6

bottom bun: strong entry to criticism, meat: criticism, toppings: specifics to criticism, top bun: face saving

Front 7

strategic ambiguity

Back 7

finding ways to express difficult messages indirectly. it's appropriate to use when you want to promote harmony or soften the blow. high context cultures use this a lot

Front 8

inflammatory language

Back 8

any words that have the power to spur intense emotions

Front 9

masculine vs feminine styles of language

Back 9

masculine: focused on facts and authority, often held to a higher position upon speaking and many will listen to a man over a woman.
feminine: maternal, nurturing

Front 10

rapport talk

Back 10

feminine style of speaking

Front 11

report talk

Back 11

masculine style of speaking

Front 12

high context

Back 12

polite as possible, not to offend anyone

Front 13

low context

Back 13

american talk

Front 14

ethnocentristic

Back 14

believing your culture is the best

Front 15

types of noise

Back 15

physical: outside sounds. physiological: hearing disorders, illnesses. psychological: stereotypes, fear

Front 16

formal networks

Back 16

chain of command of who is in charge of whom

Front 17

informal networks

Back 17

communication that occurs based on friendships and such, nothing to do with levels of professionalism

Front 18

communication model

Back 18

(8 elements) sender, receiver, encoding/decoding, channel, message, feedback, noise, context

Front 19

cultural diversity

Back 19

having a lot of cultures and respecting them

Front 20

culture

Back 20

..

Front 21

cultural norms

Back 21

things that certain cultures consider to be ok

Front 22

coculture

Back 22

a group who's beliefs differ from that of the larger culture

Front 23

individualistic culture

Back 23

primary focus is that of themselves and their families (USA)

Front 24

collectivistic culture

Back 24

primary focus is that of the wellbeing of the group as a whole

Front 25

theory x

Back 25

manager assumes employees are lazy and micromanages

Front 26

theory y

Back 26

manager assumes employees are driven and enjoy their work

Front 27

types of sexual harrassment

Back 27

quid pro quo (threatening someone who won't date you), hostile work environment (someone calls you babe or sexy)

Front 28

specific vs abstract language

Back 28

abstract: vague, can be taken more than one way. specific: detailed, for clarity

Front 29

categories of nonverbal behavior

Back 29

voice, appearance, posture and movement, face and eyes, personal space, physical environment, time

Front 30

principles of communication

Back 30

communication is unavoidable, communication operates on 2 levels (content messages- information about the topic under discussion and relational messages- signals indicating how they feel about one another), communication is irreversible, communication is a process, communication is not a panacea (doesn't always solve all problems even if done perfectly)

Front 31

ethical standards

Back 31

utilitarian approach: good of the most people, rights approach: action respects the moral rights of everyone, fairness/justice: action is fair and free of discrimination or favoritism, common good: action helps the common or community good, virtue approach: action promotes development of moral virtue in me and my community

Front 32

actions to take for sexual harassment

Back 32

consider dismissing the incident, tell the harasser to stop, keep notes, write a personal letter to the harasser, ask a trusted third party to intervene, use company channels, file a legal complaint

Front 33

barriers to listening

Back 33

hearing problems, rapid thought, physical distractions, problems in the communication channel, message overload, preoccupation, egocentrism, fear of appearing ignorant, assuming that effective communication is the sender's responsibility, assuming listening is passive, assuming that talking has more advantages than listening, cultural differences, gender differences

Front 34

concrete ways culture/ gender differences influence how and to whom we listen

Back 34

..

Front 35

listening style preferences

Back 35

people oriented: create and maintain positive relationships, action oriented: concerned with task at hand, content oriented: hear details and analyze an issue from a variety of perspectives, time oriented: efficiency

Front 36

guidelines for listening more effectively

Back 36

talk and interrupt less, withhold judgement, analyze speakers evidence, ask questions, paraphrase, attend to nonverbal cues

Front 37

APA book

Back 37

..

Front 38

APA magazine

Back 38

..

Front 39

APA website

Back 39

..

Front 40

APA personal interview

Back 40

(not listed on reference page, only internal citation)...

Front 41

guidelines for offering constructive criticism and praise

Back 41

praise: praise promptly, make praise specific, praise progress not perfection, praise intermittently, relay praise (in front of others), praise sincerely.
criticism: consider the content (one topic, accuracy, define problem clearly, show it can benefit recipient), consider the sender, consider the relational climate, consider the delivery