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29 Cards in this Set
- Front
- Back
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Active Listening (3)
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1. Paraphrase
2. Ask for Feedback 3. Respond Appropriately (?) |
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Listening Well
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1. Attend (pay attention)
2. Understand (paraphrase + ask for feedback) 3. Respond Appropriately (acknowledging) |
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How to increase MINDFULNESS (4)
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1. Ascertain: when is it appropriate?
2. Other's Situation: why are they doing that? 3. Other's Intentions: a. FAE (Me vs Them) b. Attribution (Hitler's Bday) 4. Adjust your behavior (what others do depend on your actions) |
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Conflict Defined (5)
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1. Expressed Struggle (tellin' ppl that can make change)
2. Interdependent Parties (ppl that matter) 3. Perceived Incompatible Goals 4. Perceived Scarce Resources 5. Perceived Interference (ppl out to get you!) |
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Communication Noises (3)
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1. Semantic (different meanings, hook-up, woman
2. Psychological (day-dreaming, bias, opinion 3. Physical (loud noises, music, chatter "Motivation" is key to clear listening |
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Schema & Selective Retention
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internal stereotypes
ie. all profs are good speakers - we tend to confirm stereotypes and dis-confirm anomaly (no one likes to be wrong) ======== Selective Retention stops you from thinking about things differently (narrowminded) |
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Confirmation Bias
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looking for things that i want to be true
ie. asians are bad drivers - leads to bad decisions, bias clouds your decision making |
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Big 3 Bias (PEC)
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1. Perceptual (faulty perception in events)
2. Emotional (inconsistent feelings 3. Cognitive (quick, brain shortcuts |
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Cognitive Biases(6)
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1. Confirmation Bias (evidence that supports you)
2. Commitment/Consistency (sunk costs, trapping yourself into consistency, elevator example) 3. Framing (outbreak example, loss frame) 4. Availability of Info (vivid memories easier to remember because they are more prevalent; deer vs shark, frisbee vs ball) 5. Anchoring/Adjustment (8x7x6 Vs 1x2x3; African country in UN) 6. Overconfidence/Optimism: endowment effect; overestimating value because you own it; egocentric bias = people like things you do |
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Perceptual & Emotional Bias (5)
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1. Expectation: drinkin from styrofoam vs silver cup, self-fulfilling propechy, hollywood car vs ghetto car)
2. Illusion of Transparency: thinking people can see whats in your head 3. Positive Affect: happy ppl want to stay happy 4. Negative Affect: mobilization of resources to remove barrier (jumpin in front of runner 5. Competition: makes scarce things appear more valuable than they really are (bachelor) |
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Power (3)
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Ability to influence desired outcomes
- based on relationship 1. Coercion - power to punish 2. Persuasion - change thru reason 3. Compliance - willingness to obey |
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Beliefs (3)
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State of expectation
1. Primitive: based on experience (tyra is better cuz i use him all the time) 2. Authority: based on established second hand facts (how do you know Japan is real? cuz everyone said so) 3. Inconsequential: not a big deal (pokemon red is better than green) |
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Attitude
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Set of interrelated beliefs (usually likes or dislikes)
a ton of beliefs lead to an attitude ie. CSULB is good cuz i believe its got great people, great teachers, great rec center, etc. |
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Values (2)
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Type of belief located at core of one's total belief system; really hard to change
1. Terminal values: desired end goals (ie. be happy, be a dad) 2. Instrumental value: anything designed to get you to terminal value (courage, honesty, find wife, etc.) |
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God Terms
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Terms that are hard to argue against because they play on our terminal and instrumental values
ie. Patriot Act - america spies on you because its good for our nation! |
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Elaboration Likelihood Model (ELM) (2)
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People process info in two ways:
- Central - Peripheral |
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Central Route Processing (2)
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Content based. Requires:
1. Motivation: is this info important to you 2. Ability: can you understand what im telling you? |
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Central Route: Personal Relevance (2)
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1. Making info interesting to audience
2. letting them know that it is relevant and useful to their future |
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Central Route: Fear Appeal (4)
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for it to succeed, get them to think with threat control
A. Fear Control: ill change myself to feel better B. Threat Control: ill do what you say to feel better 1. Threat: how scary is it? (zombie apocalypse! 2. Personal Relevance: can it happen to me? (threat + personal relevance = risk) (ie. zombie spotted in south california!!!) 3. Efficacy: will this plan work? (if i go to bunker, will i be safe??) 4. Self-Efficacy: can 'I' do this plan? (can i even get into the bunker? |
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Central Route: Organization Factors (4)
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1. Inoculation: 2-sided refutational appeal, ie. flu shot
2. Complexity: over complex makes it hard to understand (QWERTY vs. Dvorak) 3. Repetition: improve recall 4. Distraction: getting rid of noise |
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Central Route: Presentation
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How you present alters your ethos/credibility
Do Not: - Use intensifiers (Its AWESOME! / describe it!) - Qualifier: sort of.. kind of (have confidence!) - Tag Questions: dont you think? (have confidence!) - Lengthening Requests: can you? vs would you please kindly? (extra fluff dont change nuttin!) |
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Human Behavior: Dominant Vs Friendly
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dominant
- take space, glare, loud voice friendly - smile, disclose, direct face, proximity |
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5 Power Bases
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Legitimate
Coercion Expertise Referent Reward |
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Peripheral Route (5)
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1. Contrast/Door in the Face
2. Reciprocity: obligation to favors 3. Social Proof: when unsure, do what others are doing 4. Authority: other peolpe decide 5. Gains/Losses: loss frame makes you act |
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Persuasion Defense (3)
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1. Research (know your product
2. Be Mindful (think vs react 3. Ask for Credible Outside Opinion (ie. game reviews, gamefaqs, KBB) |
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Multi-Party Complexity (4)
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1. Info: too much info is bad; keep tasks focused
2. Social: morepeople, more complex 3. Procedural: who calls the shots 4. Strategic: work as team or alone? how does audience influence you? |
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Why Use Agents (3)
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1. Better Outcomes
2. Preserve Relationships 3. Separate Problem from Person |
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Responsibility of Agent (3)
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1. Authority: dont go beyond your limits
2. Fiduciary Duty: keep client's best interests in mind 3. Misrepresentation: make sure you give accurate info |
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Agent Scenarios (4)
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1. Self Lim. Auth: dont let them get to big boss, give multiple offers, stay away from ultimatum
2. Other Lim. Auth: talk to someone who calls the shots; beware Japanese ladder of authority 3. They Ask for Your Boss: tell your boss to refer them back to you 4. You use agents: give them limits and sublimits for multiple bottom lines |
