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Cards In This Set
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Messages = ____________ + _______________
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Facts + emotions
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_____________ things are harder to erase
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Negative things are harder to erase, try to praise employees do they don't worry about it (praise sandwich mentality)
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What are the five skills of non-defensive communication?
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1. Disengage
2. Empathize
3. Inquire
4. Disclose
5. Depersonalize
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What are two major obstacles to effective interpersonal communication?
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Defensiveness and disconfirmation
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When someone in a conversation becomes defensive, __________________ becomes paramount.
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Self-protection
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When you are part of a defensive conversation, more of your energy is spent on __________________________ rather than on _____________.
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Constructing a defense rather than on listening.
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What are four common reactions to defensiveness?
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1. aggression
2. anger
3. competitiveness
4. avoidance
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We usually focus on _________ and communication ____________ rather than with the _____________ aspects of the message.
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We usually focus on facts and communication accuracy rather than with the emotional aspects of the message.
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When should reinforcement (either positive or negative) be given?
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IMMEDIATELY after an act, and do not sugarcoat the performance rather be straightforward.
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When emotions are involved, you should respond to the _________ and then the ____________.
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Respond to the feelings and then the facts
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T or F: when emotions are involved, you should paraphrase and then be quick to offer advice.
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FALSE: you should paraphrase (don't be a parrot), but make sure you DO NOT BE QUICK TO OFFER ADVICE as advice is best received when it is asked for.
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Nonverbal communication accounts for what percentage of a message being communicated?
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60% is nonverbal
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What are the three parts of nonverbal communication?
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1. body movements and gestures
2. personal space
3. eye contact
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Non verbal signals need to be ______________ with your intended verbal messages.
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CONSISTENT
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What are micromessages?
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They convey feelings that inform us whether it is safe to express our views that we do or do not fit in and whether we are valued, and even when we can't identify the specifics that convey those feelings.
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