Communication

Question 1

Why do we communicate?

Answer 1

We are wired for communication.
Communication and relationships are rewarding.
To fulfill social, physical and identity needs and achieve practical goals.

Question 2

Physical needs and communication

Answer 2

Negative relationships have negative affects on health.
Marriage, friends, religious and community ties increase longevity.
Positive relationships increase memory, increase intellectual function, and decrease stress hormones.

Question 3

Identity needs and communication

Answer 3

We enter the world with no identity and we learn about ourselves from others. Interactions with other people help us learn about ourselves from seeing how people react to us. No communication leads to no sense of self.

Question 4

Social needs and communication

Answer 4

Communication helps satisfy need for pleasure, affection, companionship, escape, relaxation and control. People with a rich social life are happy. However, there is a decline in close relationships. Educated people tend to have larger and more diverse networks.

Question 5

Practical goals

Answer 5

They are instrumental goals that aim at getting things done. Some are basic and some are more important. Effective communication increases career success. Skills such as speaking, listening, reading, writing, problem solving, positive attitudes, positive behaviour and adaptability are all important.

Question 6

Maslow’s hierarchy of needs (bottom up)

Answer 6

Physical needs, safety needs, social needs, self-esteem, self-actualization.

Question 7

Linear communication model

Answer 7

Communication is a one-way event where the sender encodes a message, sends it through a channel where it is received by the receiver who must decode it while dealing with noise.

Question 8

Transactional communication model

Answer 8

Communication is ongoing and irreversible. Both people are sender and receiver at the same time, while in a different and overlapping environment.

Question 9

Environment

Answer 9

Experience and cultural background that lead a person to make sense of another person’s behaviour. it is not always obvious.

Question 10

How does environment effect communication?

Answer 10

A smaller shared environment increases difficulty in communication.

Question 11

Noise

Answer 11

Distractions that interfere with transmission. It ca be external, physiological or psychological.

Question 12

Interpersonal communication

Answer 12

Continuous transactional process involving participants with different and overlapping environments, who create relationships with the exchange of messages, many of which are effected by noise.

Question 13

Communication principles

Answer 13

1. It can be intentional or unintentional.
2. It is irreversible.
3. It’s not impossible.
4. It is unrepeatable.
5. It has context and relational dimensions.

Question 14

Communication misconceptions

Answer 14

1. More is always better.
2. Meanings are in words.
3. Successful communication always involves understanding.
4. Single person can cause another person’s reactions.
5. It solves all problems.

Question 15

Quantitive definition of interpersonal interaction

Answer 15

Interpersonal communication is face to face between two people.

Question 16

Impersonal communication

Answer 16

Treats people as objects as opposed to individuals.

Question 17

Qualitive definition of interpersonal communication

Answer 17

Parties consider each other unique individuals. It is characterized by minimal use of labels, unique idosyncratic rules and high exchange of information.

Question 18

Relational culture

Answer 18

Describes people in close relationships who create their own unique ways of interacting.

Question 19

Features of qualitative interpersonal relationships

Answer 19

1. Irreplacability
2. Interdependence
3. Uniqueness
4. Disclosure
5. Intrinsic rewards

Question 20

Balance of personal and impersonal

Answer 20

Most relationships fall on a spectrum. The balance in relationships changes overtime.

Question 21

Mediated communication

Answer 21

The use of computer based tools for human interaction.

Question 22

Benefits to mediated communication

Answer 22

1. It does not threaten relationships.
2. Families are more likely to stay in touch.
3. It enriches networks between generations.
4. Asynchronous nature allows connection in different time zones.
5. It promotes and reinforces communication.

Question 23

Challenges of mediated communication

Answer 23

1. Leaner messages from lack of nonverbal cues, careful management of identity or hyper personal interactions.
2. Disinhibition
3. Permanence

Question 24

Communication competence

Answer 24

The ability to accomplish personal goals so it enhances and maintains relationships.

Question 25

Characteristics of communication competence

Answer 25

1. There is no ideal way. 2. It is situational. 3. It is relational. 4. It can be learned.

Question 26

Characteristics of competent communicators

Answer 26

1. They have a wide range of behaviours. 2. Ability to choose appropriate behaviours according to context, goals and knowledge of person. 3. Skills at performing behaviours. 4. Cognitive capacity 5. Empathy 6. Self monitoring 7. Commitment

Question 27

Competence in Intercultural Communication

Answer 27

1. Motivation to communicate with other cultures. 2. Tolerance for ambiguity 3. Open mindedness 4. Knowledge and skills

Question 28

Communication in the workplace

Answer 28

On the job communication can affect life and death. There are clashes between generations who value hierarchy and those who value teamwork.

Question 29

Organizational communication theory

Answer 29

Communication activities create patterns that affect organizational life.

Question 30

Active listening

Answer 30

Giving careful and thoughtful attention and responses when we receive messages. It involves paraphrasing what someone says and giving a thoughtful response.

Question 31

Critical listening

Answer 31

Evaluating and judging messages

Question 32

Empathetic listening

Answer 32

Mutual trust and understanding about what someone said.

Question 33

Hearing

Answer 33

Physiological dimension of hearing influenced by background noise.

Question 34

Attending

Answer 34

Process of filtering out some messages and focusing on others.

Question 35

Understanding

Answer 35

Making sense of a message received.

Question 36

Listening fidelity

Answer 36

Degree of congruence between what the listener understood and what sender conveys.

Question 37

Responding

Answer 37

Giving observable feedback to speaker. We respond as we receive.

Question 38

Sender

Answer 38

Creator of message

Question 39

Encode

Answer 39

Put message into words

Question 40

Decode

Answer 40

Making sense of a message

Question 41

Medium

Answer 41

Where message passes from sender to receiver.

Question 42

Characteristics of any relationship

Answer 42

1. Affinity: appreciation for each other. 2. Immediacy: degree of intent or intention. 3. Respect: need to be held esteem by others. 4. Control: degree influence of one person.

Question 43

Meta communication

Answer 43

Message that exchanges information about the relationship. It is helpful for solving problems.

Question 44

Types of relationships

Answer 44

1. Social: short time and intimacy 2. Close: friend, romantic, marital, family 3. Therapeutic: purposeful and direct; helper/helpee

Question 45

Open question

Answer 45

Allows for variety of answers and expressions of how one thinks and feels

Question 46

Closed question

Answer 46

Yes or no questions

Question 47

Receiver

Answer 47

Attends the message

Question 48

Prompting

Answer 48

Use of silence and brief encouragement

Question 49

Primary Question

Answer 49

Introduces topic at the beginning of the interview

Question 50

Secondary question

Answer 50

Adds more information

Question 51

Sincere question

Answer 51

Asks about the person, no hidden agenda

Question 52

Counterfeit question

Answer 52

Traps the speaker, can be a tag question, makes a statement, hidden agenda, makes a assumption, seeks "correct" answer

Question 53

Communication climate

Answer 53

The emotional tone of a relationship between two or more people.

Question 54

Development of communication climate

Answer 54

It developed as soon as two people begin interacting. They form spirals.

Question 55

Spiral

Answer 55

Reciprocative communication where one person's emotions influences another person's emotions. Can be positive or negative.

Question 56

Ecsalatory conflict spiral

Answer 56

One attack leads to another until skirmish escalates into a full fledged war

Question 57

Desecalatory conflict spiral

Answer 57

Parties slowly lessen dependence on one another, withdraw and become less invested

Question 58

Confirming responses

Answer 58

Message that expresses caring or respect for one another. Requires recognition, acknowledgement and endorsement.

Question 59

Disconfirming responses

Answer 59

Message that expresses a lack of caring or respect.

Question 60

Types of disconfirming messages

Answer 60

1. Impervious response: no reaction 2. Interrupting 3. Irrelevant response 4. Tangental response: shifts conversation 5. Impersonal response: uses clichés 6. Ambiguous response 7. Incongruous response: verbal message does not match nonverbal message

Question 61

Disagreeing messages

Answer 61

In between confirming and disconfirming. Tell someone "you're wrong"

Question 62

Types of disagreeing messages

Answer 62

1. Agressiveness 2. Complaining 3. Argumentativeness

Question 63

Defensiveness

Answer 63

Attempt to protect a presenting image one believes is being attacked

Question 64

Face threatening act

Answer 64

Behaviour by another person that is perceived as attacking someone's face or image.

Question 65

Defensive Behaviour

Answer 65

1. Evaluative 2. Controlling 3. Strategy 4. Neutrality 5. Superiority 6. Certainty

Question 66

Supportive behaviour

Answer 66

1. Descriptive 2. Problem orientation 3. Spontaneity 4. Empathy 5. Equality 6. Provisionalism

Question 67

Evaluative communication

Answer 67

Sender judges receiver resulting in a defensive response, uses "you" statements.

Question 68

Descriptive behaviour

Answer 68

Describes speaker's feelings without evaluating others using "I" statements.

Question 69

Controlling communication

Answer 69

Sender tries to impose an outcome on the receiver.

Question 70

Problem orientation

Answer 70

Seeking way to solve problem so it solves everyone's needs. Focus on working to solve problems instead of imposing an outcome.

Question 71

Strategy

Answer 71

Speaker hides ulterior motives. Characterized by dishonesty and manipulation

Question 72

Spontaneity

Answer 72

Sender expresses message without any attempt to manipulate the receiver

Question 73

Neutrality

Answer 73

Indifference towards receiver

Question 74

Empathy

Answer 74

Projecting oneself into another person's point of view to experience their thoughts and feelings

Question 75

Superiority

Answer 75

Implies receiver is not worthy of respect. Suggests "I'm better than you"

Question 76

Equality

Answer 76

Both communicators see each other as being worthy of respect.

Question 77

Certainty

Answer 77

Dogmatically implies that the speaker has all the facts and is correct while everyone else is wrong.

Question 78

Provisionalism

Answer 78

Sender implies willingness to consider the other person's perspective.

Question 79

Goal of listening

Answer 79

Understanding what people said

Question 80

Remembering

Answer 80

Ability to recall information

Question 81

Elements of the Listening process

Answer 81

1. Hearing 2. Attending 3. Understanding 4. Responding 5. Remembering

Question 82

Types of Nonlistening

Answer 82

1. Pseudolistening 2. Stage-hogging 3. Selective listening 4. Insulated listening 5. Defensive listening 6. Ambushing 7. Insensitive listening

Question 83

Why we don't listen better

Answer 83

1. Message overload 2. Preoccupation 3. Rapid thought 4. Effort 5. External noise 6. Faulty Assumptions 7. Lack of apparent advantages 8. Lack of training 9. Hearing problems 10. Media influences

Question 84

How to improve listening

Answer 84

1. Talk less 2. Get rid of distractions 3. Don't judge prematurely 4. Look for key ideas 5. Ask questions 6. Paraphrase

Question 85

Types of listening responses

Answer 85

1. Prompting 2. Questioning 3. Paraphrasing 4. Supporting 5. Analyzing 6. Advising 7. Judging

Question 86

When is questioning effective?

Answer 86

When it assists with better understanding, clarifies the issue and examines the issue in more detail.

Question 87

When isn't questioning effective?

Answer 87

When it's used to distract from the issue, satisfies curiosity and disguises suggestions and critiques.

Question 88

When is supporting effective?

Answer 88

When there is agreement, offer to help, praise, reassurance and are empathetic. Diversion can be used if appropriate.

Question 89

When isn't supporting effective?

Answer 89

When you are denying right to feelings, minimizing significance of the issue, focusing on future rather than present and are judging.

Question 90

When is analyzing effective?

Answer 90

When it creates clarity, helps the person look at issues in a different way, you are tentative and the person is ready to hear from you.

Question 91

When isn't analyzing effective?

Answer 91

When it causes the speaker to become defensive and when the incorrect interpretation causes more confusion.

Question 92

When is advising effective?

Answer 92

When you know what you're saying is accurate, when they want your advice and when you take responsibility when it does not work.

Question 93

When isn't advising effective?

Answer 93

If it doesn't work with the other person and if the don't want the advice.

Question 94

When is judging effective?

Answer 94

The person asked for it and the response is constructive.

Question 95

When isn't judging effective?

Answer 95

When it is interpreted as a critical "slap" or it implies you are qualified to pass judgement.

Question 96

Nonverbal communication

Answer 96

Messages expressed by other than linguistic means. It is continuous. It can be intentional or unintentional.

Question 97

Vital skills for nonverbal communication

Answer 97

Effective personal nonverbal skills and the ability to read and respond to nonverbal cues.

Question 98

Function of nonverbal communication

Answer 98

1. Repeat content of nonverbal messages 2. Complement verbal communication 3. Substituting verbal messages 4. Accenting parts of verbal 5. Regulating verbal communication 6. Contradiction 7. Mixed messages

Question 99

Leakage

Answer 99

Reveals information that the communicator does not verbally disclose.

Question 100

Deception cues

Answer 100

Cues that signal untruthfulness.

Question 101

When are deception cues more likely?

Answer 101

1. Wanting to hide emotion 2. Feeling strongly about information 3. Feeling apprehensive or guilty 4. Getting little enjoyment 5. No time to rehearse 6. Knows there is severe punishment

Question 102

Cultural influences on nonverbal cues

Answer 102

Many factors include differences in meaning, interpretation, eye contact, gestures, social distance, and time use are all different. Smiling, laughing and crying are all universal.

Question 103

Gesture

Answer 103

Motion of the body that has communicative value. It includes illustrators, emblems and adaptors.

Question 104

Illustrator

Answer 104

Accompanies speech, does not stand alone.

Question 105

Emblems

Answer 105

Nonverbal with precise meaning known to everyone.

Question 106

Adaptors

Answer 106

Movement where one part of the body grooms, touches, holds, pinches or manipulates another one. It is an unconscious response to the environment.

Question 107

Face and eyes

Answer 107

There are multiple facial expressions and expression combinations possible. They change rapidly.

Question 108

Microexpressions

Answer 108

Brief facial expressions that may convey true feelings.

Question 109

What do eyes convey?

Answer 109

Emotion, social attitudes, interest, submission and dominance.

Question 110

Individual factors

Answer 110

Includes voice, touch, appearance, physical attributes and clothing.

Question 111

Proxemics

Answer 111

How people and animals use space. Different zones are reserved for different relationships.

Question 112

Territoriality

Answer 112

The notion that an area is reserved for an individual or a group of individuals.

Question 113

Territory

Answer 113

Station or area claimed by an individual or a group of individuals

Question 114

Physical environment

Answer 114

Home designs and interior designs communicate impressions of individuals and affects the interactions taking place in them.

Question 115

Chromenics

Answer 115

How people use and structure time. Can communicate how important someone is. Expresses intentional and unintentional message. Time is based on a person's status. Time spent with someone shows how much you value them.