Quiz

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Quiz 12Put your name, ID, Quiz __ on top of
card. Student next to you scores it, signs card
at bottom and writes and circles your score at
bottom right corner of card.CLOSE BOOKS AND NOTES

• T/F Maslow divided the creative process into
  primary (origin of ideas) and secondary
  (strategic planning) components. Page 242
  
• T/F Ego conflict is based on a Win-Lose
  mentality. Conflicts of this nature are based on
  manipulation and control to support ones
  identity and to prove one is right. Page 260

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Chapter 14Communication Skills

• The three most important words for a successful
  relationship are communication, communication,
  and communication.
  
• - Anonymous

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Verbal communication

• Verbal language is a series of expressive
  thoughts and perceptions described through word
  symbols.
  
• Linguistic experts divide verbal communication
  into two components
  
• encoding
• decoding

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Verbal communication

• Encoding is the process wherein a speaker
  attempts to frame thoughts and perceptions into
  words (e.g., someone saying to the person next to
  her, Boy, its stuffy in here).

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Verbal communication

• Decoding is the process wherein the message is
  translated, dissected, analyzed, and interpreted
  by the listener (e.g., the person hearing this
  thinks, Yeah, the room does smell rather
  gamy).
• During the encoding and decoding process, some
  thoughts can get lost in translation.
  
• Misunderstanding, confusion, and stress can arise
  anywhere in this process.

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Nonverbalcommunication

• Nonverbal communications is described as any
  communication that does not involve words. It may
  include
  
• postures,
• facial expressions,
• touch, and
• even style of clothing.

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Nonverbal communication

• Nonverbal communication differs from verbal
  communication in that it is multichanneled -
  addressing all senses - not merely stimuli
  received through the sense of hearing.
• Nonverbal communication is not only indirect,
  but often unconscious.

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Listening, attending, and responding skills

• assume the role of listener
• maintain eye contact
• avoid word prejudice
• use minimal encouragers
• paraphrase what was said to ensure understanding

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Listening, attending, and responding skills

• ask questions to improve clarity of statements
• use empathy to reflect and share feelings
• provide feedback
• summarize the content of what was said

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Conflict resolution and management styles

• Conflict Resolution
• content conflict
• values conflict
• ego conflict

• Management Style
• withdrawal (-)
• surrender (-)
• hostile aggression (-)
• persuasion (-/)
• dialogue ()

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Steps to enhancecommunication skills

• speak with precision and directness
• enhance your vocabulary
• use appropriate language
• attack issues, not people
• avoid making people defensive

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Steps to enhancecommunication skills

• talk to people yourself, not through others
• avoid information overload
• validate your assumptions
• resolve problems when they arise

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Application AssignmentWrite your answer on the
back of your 3 x 5 card.

• T/F Our guest speaker today was Teresa Jabido
  from Student Health Services.
  
• She spoke about non-defensive communication.
  Page - not applicable