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62 Cards in this Set

  • Front
  • Back
“I don’t want to get involved in your disagreement with you parents.” Verses “I’m here for you.”
Neutrality vs. empathy
You are wrong, you shouldn’t feel what the way you do, the feeling doesn’t make sense, its stupid the way you feel.
disconfirmiration
you cannot just put things together and expect a certain result
• you cannot put two of your best friends together and expect them to like each other
• cannot put Jennifer Lopez and Whitney Houston together
Nonsummativity
__________is atleast as important as talking
listening
the number one quality of effective managers is:
listening
_________ is focusing on what is happeneing in the moment and NOT responding spontaniously
mindfulness
the forth aspect of listening- putting together all that we have selected and organized to make sence of communication
interpretation
message overload, message complexity and environmental distractions are examples of:
situational obstacles
the tendency to judge others or their ideas before we've heard them
prejudgement
Bill, a democrat is listening to a guy he just met talking about the importance of tax cuts and is getting angry and taking it very personally. he is having a hard time listening because of
defensive listening
only focusing on particular communication
selective listening
when we listen a make a decision to attend carefully, even if the material is complex and difficult
mindful
in addition to listening for information, to make critical evaluations and to provide support, we also listen for:
please and to discriminate
nonverbal elements of setting that affect how we think, feel, act and communicate
environmental factors
listening carefully to a speaker in order to attack him or her
ambushing
perception of personal attacks, critisms or hostle undertones in communication when none is intended
defensive
physiological activity that occurs whe sound waves hit our eardroms-> passive process
hearing
listening to understand informaiton or ideas
informational listening
organizing and making sence of perceptions
interpretation
A complex process that consists of being mindful, hearing, selecting and organizing information, interpreting communication, responding, and remembering.
listening
Listening only to the content level of meaning and ignoring the relationship level of meaning.
literal listening
The amount of detailed information or intricate reasoning in a message; can interfere with effective listening.
message complexity
The receiving of more messages than we can interpret, evaluate, and remember; can interfere with effective listening.
message overload
From Buddhism, the concept of being fully present in the moment; the first step of listening and the foundation of all the other steps.
mindfulness
Communication that gently invites another person to elaborate by expressing interest in hearing more.
minimal encouragers
Hogging the stage by continuously focusing communication on oneself instead of on the person who is talking.
monopolizing
A method of clarifying another’s meaning by reflecting one’s interpretation of the other’s communication back to that person.
parphrasing
Absorption in our own thoughts or concerns.
preoccupation
pretending to listen
pseudolistening
Listening to support another person or to understand how another person thinks, feels, or perceives some situation, event, or other phenomenon.
relationship listening
The process of recalling what one has heard; the sixth element of listening.
remembering
Symbolizing interest in what is being said with observable feedback to speakers during interaction; the fifth of six elements of listening
responding
Focusing only on selected parts of communication; e.g., screening out parts of a message that don’t interest us or that we disagree with, or riveting our attention on parts of communication that interest us or with which we agree.
selective listening
The second of three levels of interpersonal confirmation; communicating that you hear and understand another’s expressed feelings and thoughts.
acknowledgement
Identifying and setting aside for later discussion the issues peripheral to a current conflict.
bracketing
The overall feeling, or emotional mood, between people.
communication climate
The expression of different views, interests, or goals and the perception of differences as incompatible or in opposition by people who depend on each other.
conflict
Conflict that is expressed indirectly; generally more difficult to manage constructively than overt conflict.
covert conflict
The third of three levels of interpersonal confirmation; the communication of acceptance of another’s thoughts and feelings. Not the same as agreement.
endorsement
The tendency to assume that one way of life is normal and superior to other ways of life.
ethnocentrism
Granting forgiveness, putting aside our own needs, or helping another save face when no standard says we should or must do so.
grace
One of three orientations to conflict; assumes that everyone loses when conflict occurs.
lose-lose
Conflict expressed directly and in a straightforward manner.
overt conflict
The most basic level of interpersonal confirmation; the communication of awareness that another person exists and is present.
recognition
One of three orientations toward conflict; assumes that in any conflict one person wins and the others lose.
win-lose
One of three orientations to conflict; assumes that everyone involved in a conflict can win and attempts to bring about a mutually satisfying solution.
win-win
The giving up of one’s native ways to take on the ways of the dominant culture.
assimilation
The recognition that cultures vary in thought, action, and behavior as well as in beliefs and values; not the same as moral relativism.
cultural relativism
The beliefs, understandings, practices, and ways of interpreting experience that are shared by a group of people.
culture
A state of equilibrium that systems strive for but cannot sustain.
homeostasis
Able to speak and understand more than one language or communication style used in a social group.
multilingual
The extent to which a system interacts with its surrounding environment.
openess
A response to cultural diversity in which one incorporates some practices, customs, and traditions of other groups into one’s life.
participation
A response to cultural diversity; attacking the cultural practices of others or proclaiming that one’s own cultural traditions are superior.
resistance
A response to cultural diversity in which one values others’ customs, traditions, and values even if one does not actively incorporate them into one’s life.
respect
A group of people who live within a dominant culture yet also belong to another social group or groups that share values, understandings, and practices distinct from those of the dominant culture.
social community
The social, symbolic, and material conditions common to a group of people that influence how they understand themselves, others, and society.
standpoint
A theory that holds that a culture includes a number of social groups that differently shape the perceptions, identities, and opportunities of members of those groups.
standpoint theory
A response to diversity in which one accepts differences, although one may not approve of or even understand them
tolarence
A response to cultural diversity that assumes that differences are rooted in cultural teachings and that no traditions, customs, or behaviors are intrinsically better than others.
understanding
A response to cultural diversity that assumes that differences are rooted in cultural teachings and that no traditions, customs, or behaviors are intrinsically better than others.
understanding
The giving up of one’s native ways to take on the ways of the dominant culture.
assimilation