Term
| What are the 5 steps in the listening process? |
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Definition
-Reception
-Attention
-Perception
-Assignment of meaning
-Response |
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Term
| Listening process: Reception |
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Definition
| -involves admitting auditory and visual infomation, including facial expressions, body language, and appearence. |
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Term
| Listening process: Attention |
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Definition
| -concentration on data that has entered short-term memory. You must intend to comprehend what you hear to avoid letting the information escape from memory. |
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Term
| Listening Process: Perception |
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Definition
| -intial attempt to assess the information recieved. You must distinguish what does and does not correspond with information you already accept as true. |
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Term
| Listening Process: Assignment of Meaning |
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Definition
| -interpreting information involes assigning meaning and value to what you have heard. You fragment information you already accept as true. |
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Term
| Listening Process: Response |
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Definition
| -you assign the data that will correspond with particular intellectual and emotional reactions. |
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Term
| What is empathetic listening? |
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Definition
| the process of truly appreciating and absorbing another person's message, condition, and emotion. |
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Term
| How can you improve your ability to listen empathetically? |
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Definition
-don't make personal comparisons
-don't perpare your responses
-don't prematurely judge a statement
-don't be inattentive or introspective
-don't respond is a placating or patronizing way
-(there are more in the book) |
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Term
| What things must you consider in order to give effective feedback? |
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Definition
-be clear
-do not put it off
-Critque adjustable behaviors, not permanent personality traits
- Impart encouragement, not ridicule
-Project a nonjudgemental stance |
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Term
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Definition
| - it is the ability to honestly express your opinions, feelings, attitudes, and rights-without undue anxiety and in a way that does not infringe upon the rights of others |
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Term
| What are some basic assertiveness techniques? |
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Definition
-Empathy/validation
-Explanation fo the problem
-Precise resolutions |
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Term
| Assertiveness Techniques: Empathy/Validation |
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Definition
| - Include evidence that you understand the other person's feelings to alleviate any concerns of competition or accusation. |
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Term
| Assertiveness Techniques: Explanation of the problem |
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Definition
| - Clearly illustrate your difficulty/dissatisfaction and offer a neutral justication for the proposed change |
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Term
| Assertiveness techniques: Precise resolutions |
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Definition
| - request a specific change in the other person's behavior |
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Term
| What are the guidelines for assertive delivery? |
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Definition
- Internally acknowledge and be honest about you feelings
-Utilize a more positive inner dialouge to reinforce your courage
-Express yourself in a clear, specific, and direct manner
-Restate or rephase your message when disputed
-Ask questions if things are unclear
-Acknowledge and expose any diversion tactics employed by others
-Display corresponding confident body language
-Regulate your reactions and stay foucused
-Always respect the rights of others |
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