Ant
A spoken or written representation or account of a person, object or event
Description
Turning Communication into thoughts
Decoding (interpret the message)
focuses on a problem that can be solved rather than the person who is responsible for the problem
Problem orientation
5 ways to show active listening
Eye contact, face the speaker, clarify, ask questions, repeat questions/problems, dont get distracted (phone), pay attention, respond (verbal and nonverbally), ect.
Communication that occurs through means other than words, such as body language, gestures, silence, raised eyebrows, ect.
Nonverbal communication
The process of exchange of information ideas, feelings between 2 or more people through verbal or nonverbal methods
Interpersonal communication
When youre angry, you might say something you regret later.
Preoccupied mind
Counterfeit question
When you ask a question but youre really telling them something "you didnt understand the material did you?"
The process of selecting, organizing and interpreting information
What is perception
A conclusion reached on the basis of evidence and reasoning
Inference
Judgement about number, amount or value of something
Evaluation
Information about reactions to product or persons preformance which is used as a basis for improvemnet
Feedback
Attempt to lesson the blame attached to a fault or offense
Excuse
A message you create to check your understanding of someones words or behaviour
Perception check
The quality of dealing with ideas rather than events, displaying only the relevant attributes of objects and hides the unnecessary details.
Abstraction
ex. the car stops, we dont care about what makes it stops (mechanics).
"You never make it to work on time and its making this project impossible"
Example of "You language"
"I" - When you are always late for work I feel like we might have a hard time completing this project"
How do you Anticipate your customers needs
Be proactive, listen (remember) and get to know your customers.
Attempt to explain or justify ones behaviours or attitude with logical reason, even if not true
Rationalizing
Rumors, swearing, verbal abuse, pranks, threats and arguments are examples of what
Verbal abuse (threat)
The ability to understand and share the feelings of another
Empathy
Turning thoughts into communication
Encoding
Phone, email, live chat, social media, video chat - are all examples of what
Channels of communication
To not allow something, especially feelings to be expressed
Repressing
The use of words to communicate (written and spoken)
Verbal communication
Anything going on inside the body which causes a distraction
Internal noise
ex. headache
"I hate working overtime, its so annoying"
vs.
"I'd prefer not to work late, balancing my family/work life can be challenging"
Turning a negative statement into a positive statement
The individual who initiates a message
Message sender
The listener, reader or observer
Message receiver
The expression of disapproval of someone or something based on perceived faults or mistakes
Criticism
Using irony to mock or convey contempt
use of a remark that clearly means the opposite of what they say
Sarcasm
The state of being equal - especially in status, right sand opportunities
Equality
Firm conviction that something is the case
Certainty
Noise that occurs in the environment (hum of the fan)
External noise
The quality of being better than average, or better than others.
Superior
The power to influence or direct peoples behaviour or the course of events
Control