Communication & Listening
Repeating back what someone said in your own words is called this.
What is paraphrasing?
Good instructions should be clear, concise, and ______.
What is specific?
This common time-waster involves delaying important tasks.
What is procrastination?
Asking “Why?” multiple times to dig deeper into a problem.
What is the 5 Whys method?
This generation was known as the “latchkey” generation
What is Generation X?
These conversations happen when stakes are high, opinions vary and emotions run strong.
What are Crucial Conversations?
This nonverbal element includes posture, gestures, and facial expressions.
What is body language?
Giving instructions in small, manageable steps instead of all at once helps prevent this common issue.
What is confusion (or overwhelming)?
Doing the most important task first is called this.
What is prioritizing?
What does PDCA stand for.
What is Plan, Do, Check & Act?
Treating others as you would treat yourself is referred to as the ________ _______.
What is the Golden Rule?
When a conversation becomes unsafe, this is the key goal you must restore before continuing.
What is SAFETY?
Maintaining this physical action shows engagement and confidence.
What is eye contact?
Asking someone to restate or repeat directions in their words back to you ensures this.
What is confirmation of understanding?
What is FROG?
Identifying the underlying cause of a problem rather than just the symptoms.
What is root cause analysis?
A satement that allows me to be safe and builds relationships. Example: Joe, you made good progress this month on productivity and I know you can improve those numbers another 10%.
What is a "Yes, and.." statement
Focusing on shared goals instead of who is right helps move conflict toward this outcome
what is a win-win solution
This type of listening requires full attention and feedback to show understanding.
What is active listening?
This type of feedback focuses on recognizing what someone did well to reinforce behavior.
What is positive feedback?
Setting limits and learning to say this word can reduce stress.
What is “no”?
Focusing on the few causes that create the most problems reflects this principle.
What is the Pareto Principle (80/20 rule)?
Participating in this activity in the workplace usually results in someone's feelings being hurt.
What is Gossip?
LEAD is an acronym for Listen, Empathize, ______, and Drive Resolution (agreeing on next step)
What is ASK?
What is empathy?
Asking for someone to do something "ASAP" or place an item over "there" usually causes this.
What is confusion?
Goals (or instructions) that are clear, specific, measurable, and time-bound are often described using this acronym.
What are SMART instructions/goals?
Technique to organize thoughts around a topic, subject or project
What is mindmapping
To be effective in organizations, you must be able to ____________ people.
What is "INFLUENCE"?
4 key components of successful conversations include controlling emotional responses, __________________, identifying needs & common interests and seeking mutual benefit or purpose
What is 'seeking understanding'?
Type of questions used to better understand the speaker.
What are open-ended questions?
This approach to feedback avoids blame by focusing on your observations and feelings, often starting with "I noticed..."
What are "I" statements?
Physical activity helps reduce this stress hormone.
What is cortisol?
Name 4 problem solving tools to keep in your "toolbox".
What are Fishbone diagram, pareto analysis, process mapping, brainstorming, min mapping, or 5 why analysis? (any 4 of these)
This Emotional Intelligence skill is the ability to recognize and understand your own emotions.
What is self-awareness?
This type of statement that clarifies two things, what you are not talking about and what you are talking about.
What is a contrasting statement?
Interrupting, thinking about your reply instead of listening, and distractions are examples of these.
What are listening barriers (barriers to listening)?
Giving feedback soon after an event rather than waiting too long refers to this principle.
What is timely feedback?
This breathing technique helps calm the nervous system.
What is deep breathing technique?
Reasoning, analyzing, problem solving, decision making and evaluating are all part of what process.
What is critical thinking?
This generation is typically described as born between 1981-1996.
Who are Millennials?
The 5 methods of resolving conflict
What are Competing, Collaborating, Compromising, Avoiding and Accommodating