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8 Cards in this Set
- Front
- Back
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Define communication |
Process of passing information and understanding from one person to another |
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6c’s |
Clear Concise Coherent Correct Courteous Complete |
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4 Types of written communication in LFB |
Reports Policies Instructions Training |
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8 barriers to effective communication |
Jargon (technical/unfamiliar) Emotions barriers/ taboo Lack of attentive interest Perception/prejudice/unconscious bias Physical disabilities Physical barrier non verbal Language Cultural difference |
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4 ways to overcome barriers |
Appropriate time Concise Accurate Understood |
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Stephen coveys 5 levels of listening |
Ignoring Pretending Selective (ff filter) Attentive - distracted Empathic - genuine seek for understanding |
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4 steps to empathic listening |
Mimic Rephrase Reflect feelings Rephrase and reflect by summarising |
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8 effective listening techniques |
Judge content not delivery Do not interrupt Be flexible Empathically listen Develop concentration Keep mind open - be receptive Capitalise on facts Mentally summarise |
