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130 Cards in this Set
- Front
- Back
4 functions of communication
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physical function (enables us to survive)
psychological function- decide who we are based on others rxn to us social function-relate to others practical function-say what we need to in order to learn and communicate |
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commonality among successful practices
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great communication skills
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3 social needs
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1.inclusion
2.desire to control and influence others 3.need for affection |
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people wo strong ties and no interpersonal relationships are how much more likely to die?
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2-3 x
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what is essential to our well being?
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personal communication
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purposes of interpersonal communication
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to learn
to influence to play to help |
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types of communication
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1.intrapersonal-talk to self
2.dyadic-2 way communication 3.small group 4.mass communication |
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how much time do we spend doing dyadic communication?
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50% of time
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describe mass communication
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communication only goes in one direction and there is a 25 foot barrier between the speaker and the audience
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what does communication allow?
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it allows us to influence others and exchange information
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3 transactional postulates
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1.communication is inevitable
implications of invibility 2.communication is irverible -irreversible/excuses -implications of irversiblty 3.communication has content and relationship dimensions -implications of that |
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how is communication inevitable
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communicate all the time, with voice and even when you are not talking
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how is communication irreverisble?
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once it is out there you cannot take it back so we try to make excuses for it
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4 functions of communication
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physical function (enables us to survive)
psychological function- decide who we are based on others rxn to us social function-relate to others practical function-say what we need to in order to learn and communicate |
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2 dimensions of communication
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content and relationship dimension
men focus on content and women focus on relationship |
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commonality among successful practices
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great communication skills
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which dimension of communication is harder to resolve? content or relationship?
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relationship is harder to resolve bc content can be resolved with facts
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4 functions of communication
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physical function (enables us to survive)
psychological function- decide who we are based on others rxn to us social function-relate to others practical function-say what we need to in order to learn and communicate |
|
3 social needs
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1.inclusion
2.desire to control and influence others 3.need for affection |
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people wo strong ties and no interpersonal relationships are how much more likely to die?
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2-3 x
|
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commonality among successful practices
|
great communication skills
|
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what is essential to our well being?
|
personal communication
|
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3 social needs
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1.inclusion
2.desire to control and influence others 3.need for affection |
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people wo strong ties and no interpersonal relationships are how much more likely to die?
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2-3 x
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purposes of interpersonal communication
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to learn
to influence to play to help |
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what is essential to our well being?
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personal communication
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types of communication
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1.intrapersonal-talk to self
2.dyadic-2 way communication 3.small group 4.mass communication |
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purposes of interpersonal communication
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to learn
to influence to play to help |
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how much time do we spend doing dyadic communication?
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50% of time
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types of communication
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1.intrapersonal-talk to self
2.dyadic-2 way communication 3.small group 4.mass communication |
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describe mass communication
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communication only goes in one direction and there is a 25 foot barrier between the speaker and the audience
|
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what does communication allow?
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it allows us to influence others and exchange information
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how much time do we spend doing dyadic communication?
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50% of time
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describe mass communication
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communication only goes in one direction and there is a 25 foot barrier between the speaker and the audience
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3 transactional postulates
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1.communication is inevitable
implications of invibility 2.communication is irverible -irreversible/excuses -implications of irversiblty 3.communication has content and relationship dimensions -implications of that |
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what does communication allow?
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it allows us to influence others and exchange information
|
|
3 transactional postulates
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1.communication is inevitable
implications of invibility 2.communication is irverible -irreversible/excuses -implications of irversiblty 3.communication has content and relationship dimensions -implications of that |
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how is communication inevitable
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communicate all the time, with voice and even when you are not talking
|
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how is communication inevitable
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communicate all the time, with voice and even when you are not talking
|
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how is communication irreverisble?
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once it is out there you cannot take it back so we try to make excuses for it
|
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how is communication irreverisble?
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once it is out there you cannot take it back so we try to make excuses for it
|
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2 dimensions of communication
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content and relationship dimension
men focus on content and women focus on relationship |
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2 dimensions of communication
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content and relationship dimension
men focus on content and women focus on relationship |
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which dimension of communication is harder to resolve? content or relationship?
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relationship is harder to resolve bc content can be resolved with facts
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which dimension of communication is harder to resolve? content or relationship?
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relationship is harder to resolve bc content can be resolved with facts
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How do dentists use interpersonal skills?
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gather data
promote pt confidence establish pt trust reduce pt resistance to treat increase pt satisfaction promote explanation to pt promote pt phys recovery consel pt relative to dev isu cope w/difficult pts motivate & instruct staff handle staff conflict relate to coleagues |
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how do pts respond to treatment?
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pts respond to treatment based on how much they trust you
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how do pts judge clinical excellence?
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if you are a good communicator
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why do we make excuses?
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to decrease negative impact of performance to have a positive image of ourselves
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docere
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doctor it means "to teach"
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what type of dentist is most attoned to what is required for success?
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those dentists looking for associates
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avg interaction between dr and pt vs dentist and pt
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DR AND PT-6 MIN W/1.45 MIN TALKING
DENTIST AND PT-50 MIN W/45 MIN CONVERSATION |
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what leads to practice success
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good communication
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reasons why effective communication is important to your practice
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1.pts assess clinical excellence by communication style
2.pt satisfactions is based on communication 3.pts dont tell you everything 4.pts walk but dont talk. in a 5 yr period you lose 50% of pts and 98% never tell you why |
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when you communicate effectively, pts tend to:
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1.experience less anxiety
2.experience less discomfort 3.require less meds 4.recuperate faster 5.stay with the practice 6.follow instructions 7.pay bills on time 8. refer other pts to practic 9.be less likely to sue |
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Most forgotten Communicatin skill
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listening
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skill most important in job success
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listening
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difference in hearing and listening
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hearing is passive and listening is active
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amount of time we spend communicating
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specnd 70-80% time communicating
8%writing 12%reading 35%talking 45% listening most time is spend listening |
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misconceptions about listening
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listening and hearing are same
listening is natural process listening is passive (nope its active) |
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effective listening definitino
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process of receiving, constructing mearning from, and responding to verbal and non verbal messages
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Benefits of effective listening
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enhanced job performance
increased profitabilty improved relationships w/patients,employees, family, and friends increased knowledge improve self confidence |
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4 dimensions of listening
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1. active v. passive
2. empathetic v. objective 3. non judge v. critical 4. surface v. depth |
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listeing levels
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appreciation-for pleasure/stimulation
discrimination-for aud and visual discrimination comprehension-retain info therapeutic-as sounding board for person to talk to critical-asses argumend and decides whether to accep or object based on speakers: credibilty,evidence, and emotion |
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model of listening
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sensing
attending perceiving (understanding) interpreting assessing (eval) responding remembering |
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how to attend to speaker
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SOLAR
face person squarely open posture lean toward speaker be relaxed |
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inference
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generalization based on what has been heard
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what person talks the most
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the one that lacks confidence
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typical verbal characteristics of poor listeners
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interrupts in mid sentence or finishes sentences
poor use of thinking-speaking time differential changes subjet to fit listeners agenda talking while speaker is talking |
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Typical nonverbal characteristic of bad listener
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signs of impatience
lacks direct eye contact closed body condition fidgets nervously fakes attention (psuedolistening) |
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supreme communicatin skill
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listening
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what persuades people?
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people not info
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3 things perception depends on
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past experience
personal interest level of knowledge |
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describe thinking-speaking time difference
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average person speaks 125 wpm and the listener can hear 450 wpm so we often take mental vacations
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3 questions we should ask w/ inference
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1.is there problem w/information that supports inference
2.does relationship bw support and inference make sense 3.is there known info that would prevent inference from following factual data presented? |
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key to effective listening
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dont judge prematurely
look for key ideas ask questions paraphrase |
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gender differences and listening
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women understand emotion underlygin message and show empathy
women listen to understand men listen to solve problem |
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ambushing
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listen carefully but only take info to attack what is being said
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#1 barrier to effective listening
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rehearsing
we are planning what we want to say next |
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placating
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agree w/everything said so you will be liked
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4 listening preferences
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people
action content time |
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top ten listening tips
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limit talking
ask questions and clarify paraphrase complex message dont interrupt concentrate make postive comments listen for feelings behind facts control emotions tune out distractions suspend judgement |
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people oriented listeners
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caring,concerned for others
nonjudgemental, easlily id emotion state of others and notic moods. good at providing clear verbal and nonverbal feedback. we want people oriented listeners when we experience personal problems or crisis phlegmatic or sanguine |
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action oriented listener
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want to get to heart of matter. give clear feedback about expectations, concentrate on task dimesions of message and help others focus on what is important
tend to jump to conclustions and finishing thoughts. choleric |
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content oriented listeners
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process techincal info. good at seeing all sides of issue, love coxplex idease. negative characteristics are: asking v.specific questing to intimidate speaker, minimize value of info and discount info from sources unknow to them
Melancholy |
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time oriented listener
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commited to saving time
set guidelines for convo. dont like wordiness bc wastes time Choleric |
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how to draw in a people oriented listener
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use stories and illustrations that have human interst value use emotional examples
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how to draw in action oriented listener
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limit you main points to 3 orless and make your presentation short and to the point
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how to draw in content oriented listener
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give hard data when available and use 2 sided arguments
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how to draw in time oriented listener
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stcik to time limit and keep details to minimum
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only emotion where expression does not use the eyes
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disgust
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what do words express best? body language?
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words are best at expressing facts but emotions expressed best by body language
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7 characteristics of nonverbal communication
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1.its ambiguous
2.continuous 3.multi channeled 4.highly believable 5.usually unconscious 6.relational 7.culturebound or crosscultur |
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functions of nonverbal behavior
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supplements words
modifies words (contradict) regulate flow of verbal interaction (change pitch) take place of words |
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types of body motion
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eye contact
facial expressions gestures posture |
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kinesic behavior
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body motion
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2 things kinesic behavior does
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indicates attitude
conveys feelings |
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ways to use body motion and indicate attitude and feeling
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1.emblems
2.illustrators 3.affect displays 4.regulators 5.adaptors |
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emblems
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body motions that replace or supplement words
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illustrators
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movement that empahsize words
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basic emotions
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happy
sad surprise fear anger disgust |
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affect displays
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expression of pronounced physical sensations
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regulators
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cues that are meant to control flow of communication
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adaptors
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efforts to satisty personal needs as people relate to each other
arise out of perceptioni |
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study of neuroligistical programming
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1:1 convo
pu breathing pattern and you breathe same more controled setting |
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paralanguage
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vocals
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vocal components of speed apart from verbal content
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pitch (tighteing/loosening of VC to higher/lower voice)
quality rate/tempo volume rhythm |
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when does voice rise?
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nervous
fear anger |
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when does voice lower?
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calm
tired |
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types of quality of speech
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resonance
articulation |
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resoncance
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strength of voice
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who has ascending tone?
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astonishment
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who has abrupt speech?
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defensiveness
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fast tempo speech when?
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happy
frightened nervous |
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slow tempo speech when?
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unsure
bored depressed |
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what paralanguge componenet determine what word is emphasized?
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rhythm
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function ofmetamessages
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to say covertly what you are afraid to say directly by using verbal modifiers or rhym and pitch
source of interpersonal conflict |
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intimate distance
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touch to 18 in
sign of trust |
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personal distance
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18 in to 4 foot
private but not touching |
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social distance
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4ft to 12 ft
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public distance
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12-25 ft
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person touches nose
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in doubt
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person rubs neck
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in anger/frustration
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person tugs on ears
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when wants to interuupt
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peson wring hands
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in grief
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person straddles a chair
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to indicate dominance
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person puts one leg over arm of chair to show
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indifference
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person cross one ankle over other knee or crosses ankes
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showing resistance
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person cross one leg over other and swing it back and forth
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bored
angry or frustrated |
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person RUBS nose
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puzzled
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