405 exam 2 personal effectiveness

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  1. pitch & emotional overtones are called:
  2. variance of the tone while speaking is called:
  3. the speed of speech is called:

    describe speech that is too fast:
    too slow:
  4. a nonverbal technique the shows the listener is listening is:
    eye contact

    you may write down what is being said but always return to eye contact
  5. nonverbal techniques in which you face the person & listen with ur whole self is calle:
  6. nonverbal techniques in which allows for people to process what has been said & formulate a response is called:

    often people are too impatient & conditioned not to allow slience
  7. a nonverbal technique that typically a habit you are not aware of is called:
    distracting habits
  8. verbal techniques taht help to minimize communication barriers are: (4)
    • paraphrasing
    • perception checking
    • asking questions
    • probing
  9. the act of restating, in your own words, what a person has said is called:
  10. to be effective, your restatement (of paraphrasing) must have which (2) thigns:
  11. the message sender asks for clarification from the listener is called:
    perception checking

    • opposite of paraphrasing 
    • problem: communicators do not want to embarrass  listeners if they were not listening
  12. problem: communicators do not want to embarrass  listeners if they were not listening
  13. the verbal technique to focus & steer a conversation is called:
    asking questions
  14. list (2) types of questions:
    • open-ended questions
    • closed-ended questions
  15. the verbal technique of asking a person to expound on a subject is called:
    open-ended question 


    • how can this process be improved
    • what alterneitives do we have
  16. the verbal technique of asking for simple answers such as "yes" or "no" is called:
    close-ended questions

    • example:
    • are you willing to support this 100%?
  17. a verbal technique to find out more information and to keep someone talking is calle:

    often confused with asking questions
  18. list 7 reasons why probing may help:
    find the root of the issue or problem
  19. an situation where your concerns or desires differ from another person is called:

    • can be either destructive or conducive depending on how it is managed
    • conflict acceptance & resolution are typically not formally taught
  20. list 10 common sources of conflict
    • perception
    • aggressive & competitive nature of humans
    • competition for limited resources
    • clashes of values &interests 
    • role-based conflict
    • drives for power
    • poorly defined responsibilities
    • the habits of response
    • I want vs I need
  21. list 5 conflict management styles:
    • competing
    • collaborating
    • compromising
    • avoiding
    • accomodating
  22. asserting your position without discretion of other position is called:
  23. what is the conflict technique of competing useful for:
    • quick action
    • unpopular decisions
    • vital issues
    • protection
  24. the conflict management technique of not fulfilling concerns of self or others; stalling is called:
  25. conflict management technique of finding a middle ground/forgoing some of your concerns to have others concerns met is called:
  26. uses of conflict mangagement of comprimising are:
  27. conflict management of foregoing your own concerns to satisfy another persons concerns is called:
  28. conflict management of satisfying both sides of an issue; working with others to find an optimal solution is called:
  29. the uses of collaborating are:
Card Set:
405 exam 2 personal effectiveness
2014-10-16 14:40:03
405 exam2 communication
405 exam 2
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