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74 Cards in this Set

  • Front
  • Back

This is at the heart of emotional intelligence?

Emotional Communication

People who are poor senders and receivers of emotions are likely to have this?

Relationship Problems

The principles of emotions and emotional messages include:

1. Emotions occur in stages


2. Emotions may be primary or blended


3. Emotions involve both body and mind


4. Emotions are influenced by a variety of factors.


5. Emotional Expression Uses Multiple Channels


6. Emotional Expression is Governed by Display Rules


7. Emotions May be Adaptive and Maladapative


8. Emotions Can be Used Strategically


9. Emotions Have Consequences


10. Emotions are Contagious

Emotions occur in these stages?

1. An event occurs


2. You experience an emotion such as surprise, joy or anger


3. You respond physiologically; your heart beats faster, your face flushes, etc.

These emotions include joy, acceptance, fear, surprise, sadness, disgust, anger, and anticipation?

Primary

These emotions are a combination of all emotions?

Blended

Emotions are influenced by a variety of factor including?

1. Culture


2. Gender


3. Personality


4. Relationship

How are emotions encoded?

Both verbally and non-verbally

These determine what is permissible?

Display Rules

These emotions can help you adjust appropriately to situations?

Adaptive

These emotions can get in the way of you accomplishing your goals?

Maladaptive

This is when emotions pass from person to person? Organizations use certain display rules to create a certain mood?

Emotional Contagion

These include Pathos or the emotions of pity, guilt, and enthusiasm used by organizations to raise funds? People also use guilt to get you to do something for them.

Emotional Appeals

Obstacles to communicating emotions include?

1. Societal and Cultural Customs


2. Fear


3. Inadequate Interpersonal Skills

This is the emotional expression that makes you vulnerable to attack and is an obstacle of communication?

Fear

These are the skills for expressing and responding to the emotions of others?

Emotional Competence

This is the development of self-awareness?

Emotional Understanding

This is used to develop an accurate description of your feelings?

Emotional Expression

Ways to express emotions interpersonally include?

1. Be specific


2. Describe the reasons you feel as you do.


3. Address mixed feelings.


4. Anchor emotions in the present.


5. Own your feelings. Use I messages instead of you.


6. Ask for what you want.


7. Respect emotional boundaries



To communicate your anger in a non-angry way you should?

1. Communicate calmly and logically


2. Examine communication choices


3. Consider advantages of delaying the expression of anger.


4. Remember that different cultures have different display rules.


5. Apply skills of IC


6. Recall that communication is irreversible.

Best practices for communicating with the grief stricken include?

1. Confirm the other person and his emotions


2. Give the person permission to grieve


3. Avoid trying to focus on the bright side.


4. Encourage person to express feelings and talk about the loss.


5. Be sensitive to leave-taking cues


6. Let the person know you care and are available

This is informal social interactions?

Conversation

The principles of conversation include?

1. Principle of Process


2. Principle of Cooperation


3. Principle of Politeness


4. Principle of Dialogue


5. Principle of Turn Taking (Interdependent Dialogue)

This states that conversation is a developmental process?

The Principle of Process

The Principle of Process is made up of these steps?

1. Opening--greeting


2. Feedfoward--conversation's focus


3. Business--substance of conversation


4. Feedback--reflection on conversation to indicate business is complete


5. Closing--goodbye

This states that you an another implicitly agree to cooperate in trying to understand?

The Principle of Cooperation

These are principles that people follow in conversation?

Conversational Maxims

Conversational Maxims that Relate to the Principle of Cooperation (aka how to negotiate/work together) Include?

1. Maxim of Quantity-say only what is necessary


2. Maxim of Quality--say only what you know to be true.


3. Maxim of Relation--stick to topic


4. Maxim of Manner--Avoid ambiguity, be brief

The Maxims of Politeness (aka-display of manners) Include?

1. Maxim of tact-help other person to maintain autonomy.


2. Maxim of generosity--helps to confirm other person's importance.


3. Maxim of approbation--praising or complementing someone.


4. Maxim of modesty--minimizes praise and compliments you receive.


4. Maxim of agreement--Seeks out areas of agreement and expresses them.


5. Maxim of sympathy--understanding, sympathy, and empathy.

Conversation is a two-way interaction known as?

Dialogic

A one way communication is known as?

Monologic

This is the changing (or maintaining) of the speaker or listener role during the conversation?


Conversational Turns

This refers to revealing yourself in conversation?

Self-Disclosure

Influences on Self Disclosure include?

1. Who you are--extroverted vs/ introverted


2. Your culture


3. You gender


4. Your listeners--disclose more to people you like


5. Your topic--more likely to disclose pos. info.


6. Your media--channel used to communicate

Guidelines for Self-Disclosure include?

1. Disclose out of appropriate motivation


2. Disclose in appropriate context


3. Disclose gradually


4. Disclose w/o imposing burdens


5.Respond to disclosures with effective and active listening


6. Respond with support and reinforce the discloser.


7. Respond with reciprocation


8. Respond with confidentiality



Ways we engage in everyday conversations include?

1. Making Small Talk


2. Introducing People


3. Making Excuses (denial, wasn't so bad, yes..but)


4. Apologizing


5. Complimenting


6. Advising

The interpersonal stages in any interpersonal relationship include?

1. Contact--First impression.


2. Involvement--sense of being connected


3. Intimacy--further commitment


4. Deterioration--weakening of bonds


5. Repair--not always pursued.


6. Dissolution--where bonds are broken.

This can be decided within the first 4 minutes of contact?

Whether you want to pursue the relationship.

This is when two people commit themselves to each other in a private way?

Interpersonal commitment

This is when commitment is made public?

Social Bonding

This involves exit, vertical, and self-reflexive arrows?

Stage Movement

These are significant relationship events that have important consequences for the individual and the relationship?

Turning Points

This is permission to break some relationship rules as a result of your stage. Such as holding hands in public, etc.?

Relationship License

This states that we form relationships based on attraction?

Attraction Theory

Attraction Theory says we form relationships using these tactics?

1. Similarity


2. Proximity


3. Reinforcement--those who reward us or who we reward.


4. Physical attractiveness and personality.


5. Socioeconomic and educational status.


6. Reciprocity of liking--Attracted to people who are attracted to you.

This theory states that relationships are held together by certain rules?

Relationship Rules Theory

Relationship Rules Theory includes the following rules?

1. Friendship Rules--standing up for a friend giving support.


2. Romantic Rules--vary from culture to culture.


3. Family Rules--should be flexible


4. Workplace Rule--usually part of a corporate culture.

What are two theories in competition with each other known as?

Dialectics

This theory argues that someone who is engaged in a relationship experiences internal tensions between pairs of motives or desires that pull him in opposite directions?

Relationship Dialectics Theory

This is a theory not of why relationships develop but of what happens when they do. It describes relationships in terms of the numbers of topics that people talk about and the degree of personalness of those topics. Ex: People come together b/c of common interests?

Social Penetration Theory

This states that you develop relationships that enable you to maximize your profits?

Social Exchange Theory

This claims that you develop and maintain relationships in which the rewards are equal to the costs?

Equity Theory

This states that people develop relationships when each person meets the positive and negative face needs of the other?

Politeness Theory

Best Practices for Communicating in Developing Relationships Include?

1. Be nice


2. Communicate--Ex: Call just to say "how are you"


3. Be open--engage in direct discussion


4. Give assurances


5. Share joint activities


6. Be positive


7. Focus on improving yourself.


8. Be empathic--view from other person's point of view

Communication patters that are seen during relationship deterioration include?

1. Withdrawal--both verbally and non-verbally


2. Decline in self-disclosure


3. Deception


4. Increase in negative messages and decrease in positive messages.

Strategies for disengagement include:

1. Using positive tone to breakup


2. Negative identity management--blaming the other person for the breakup, absolving yourself


3. Justification--give reason for breakup


4. De-escalation--avoid the person or cut down on time spent together.

Ways to deal with a breakup include?

1. Break loneliness-depression cycle. Engage in social activities with friends.


2. Take time out before new relationship


3. Bolster your self esteem--regain a positive self image


4. Remove or avoid uncomfortable relationship symbols.


5. Become mindful of relationship patterns.

Best practices to REPAIR a relationship include?

1. Recognize the problem-intellectually and emotionally.


2. Engage in productive comm. and conflict resolution.


3. Pose possible solutions.


4. Affirm each other.


5. Risk--take risks without expecting anything.

This states that if 1 person changes the behavior that is cueing a reaction in another, then it is possible to solve a relationship problem?

Intrapersonal Repair

An emotional strategy where there is a clear threat if the other person doesn't comply, such as If you see that person again, I'll kill myself is?

Emotional Blackmail

When emotions are used for one's personal ends this is known as?

Strategic Emotionality

This is a quality of interpersonal effectiveness that enables you to interact in different ways depending on the situation?

Flexibility

This is one ofthe 8 basic emtions identified in Plutchik's model?

Anger

This holds that expressing emotions allows you toair your negative feelings and that this has a beneficial effect on your physical health, mental well-being, and even your interpersonal relationships?

Ventilation Hypothesis

This is a message that establishes a conection b/w two people and opens up the channels for more meaningful interaction?

Phatic Communication

In this each person is both speaker and listener, sender and receiver?

Dialogue

These are used to communicate various types of information back to the speaker without your assuming the role of speaker. Utterances such as "uh-huh", "yeah"?

Back-channeling cues

These are attempts to take over the role of the speaker

Interruptions

This is when we seems less inhibited in communicating in email or in social media?

Disinhibition Effect

This is social talk that involves making evaluations about persons who are not present, it generally occurs when two people talk about a third party?

Gossip

This is the skill of communicating genuine involement in the conversation and includes both verbal and non verbal messages?

Expressiveness

Some DO's for effective apologies include:

1. Admit wrongdoing


2. Be apologetic


3. State in specific terms what you have done


4. Express understanding of how the other person feels.


5. Express regret


6. Offer to correct problem.


7. Give assurance it will not happen again



Some Don'ts for effective apologies include:

1. Apologize when it isn't necessary


2. Justify behavior by saying everyone does it.


3. Minimize wrong doing by point out other persons wrongdoings


4. Accuse the other person of contributing to the problem


5. Minimize the hurt this may have caused


6. Include excuses in apology


7. Take the easy way out and apologize via email

How to give a compliment:

1. Be real and honest


2. Compliment in moderation


3. Be totally complimentary. Don't use but or however


4. Be specific


5. Be personal


6. Compliment accomplishments