Emotional Intelligence
Instead of saying "Calm down:, try "I can see that you are upset" is an example of non-judgmental language.
True or False
True
Process of restating information using your own words.
What is paraphrasing?
A benefit of empathic listening in conflict resolution
It reduces defensiveness
Another word for understand.
a. Be lost
b. Misunderstand
c. Comprehend
d. Confused
What is C Comprehend?
When you’re thinking of your response instead of listening
What is internal distraction?
The ability to understand and share the feelings of another.
What is empathy?
Listening to understand the speaker’s words, feelings, and intent.
What is active listening?
Empathic listening helps build this in relationships
What is trust?
The first step in Habit #5
What is seek to understand?
A common non-verbal barrier to understanding
What is lack of eye contact?
Mindset that seeks mutual benefit in all human interactions.
a. Win-Lose thinking
b. Lose-Lose thinking
c. Lose-Win thinking
d. Win-Win thinking
What is D Win-Win thinking?
Listening to understand someone’s feelings, experiences, and point of view.
What is Empathetic Listening?
The difference between hearing and listening
What is active and intentional listening?
Habit #5 help improve this in teams
What is communication and collaboration?
A barrier caused by assumptions or stereotypes
What is Bias?
A way of thinking about and understanding something.
What is perspective?
Repeating or rephrasing what someone says to show you understand.
What is reflective listening?
A sign someone is practicing empathic listening
They ask clarifying questions
The opposite of listening to understand first
What is listening to respond?
A barrier that comes from multitasking
What is divided attention?
Using communication to calm down conflict or tense situations.
What is De-escalation?
Sharing information through body language, facial expressions, and other non-verbal cues.
What is non-verbal communication?
A technique to show you’re listening without interrupting
What is nodding or verbal affirmations?
Habit #5 important in leadership because...
What is deeper connection and better communication?
A barrier caused by emotional reactions
What is reactivity?