Show:
Personal Space
Eye Communications
Gestures, Postures and Facial Expressions
Communicatios and Conflict Stages
Listening and Defusing Techniques
100
Personal Space
What is the area around an individual in which others are not expected to intrude?
100
90%
What is the presentage of time we should look at the person when they are speaking?
100
Determines Facial Expressions such as Sadness, Anger, Fear or Enjoyment
What is Inborn or Instinctive?
100
1 - Anxiety 2 - Verbal Aggression 3 - Physical Aggression
What is the Three Stages of Conflict and Management?
100
1 - Ignoring Another Person 2 - Pretending to Listen 3 - Selective Listening 4 - Attentive Listening 5 - Empathic Listening
What is the Five Levels of Listening?
200
A minimum of 4 feet
What is the recommended distance to stand in order to be able to react when talking to a upset person?
200
60 to 70%
What is time you should look at the person when YOU are speaking?
200
Gestures that are learned by mirroring or imitating others
What is Learned or Cultural?
200
Conflict is a result of
What is "Unmet Expectations"
200
Listening with your ears, but more importantly, also listening with your eyes and heart. Listening for feelings and meaning
What is Empathic Listening?
300
Cultural Differences, Upbringing, Habitat, Environment, Age, Gender and Physical Impairments.
What are things that effect and influence a persons personal space?
300
The term that refers to when people instinctively look where they intend to strike prior to striking
What is a "Target Glance?"
300
Always believe the non-verbal messages
What is "if there is a discrepancy between verbal and non-verbal messages?"
300
90% of this is related to past experiences
What is "Conflict?
300
Next to _________ ___________the greatest need for a human being is Psychological Survival: being; Understood, Affirmed, Validated and Appreciated
What is Physical Survival?
400
Perceptual Processor Time + Cognitive Processor Time + Motor Processor Time
What is Reaction Time?
400
What an upset person is probably doing when they appear to be looking though you and not at you.
What is De-humanizing?
400
what allows us the introspection to predict the behaviors of another
What is "Intuition?"
400
Frustration, Anger, Fear, Hate, Disappointment, Sorrow, Jealousy, Distrust of Authority can all triggers this reaction
What is "Anxiety?"
400
The Technique referred to by isolating the problem from the individual
What is the "Substitution Technique?"
500
6 feet +
What is the recommended distance to stand when dealing with a Verbally Aggressive Person?
500
Dogs, Monkeys, Gorillas and Humans all have in common
What are the four creatures that try to establish dominance by staring?
500
Pointing of the finger and Staring or yelling at a particular staff member
What is normally one of the first indications that the upset person had chosen his foe?
500
The formula necessary to successfully react during a stressful or threatening situation
What is "Plan + Identify + Act"
500
You are attempting to do this by following the below two steps: 1 - Deep Breaths 2 - Positive Self Talk
What is "Ways to Break the Stress Feedback Loop?"