Chapter 18 Flashcards Preview

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Flashcards in Chapter 18 Deck (14):
1

Interpersonal Dynamics

Positive
Negative

2

Positive Interpersonal Dynamics

When two parties know each other, have mutual respect and affection, and enjoy interacting with one another.

3

Negative Interpersonal Dynamics

When two parties dislike one another, do not have mutual respect, and to not enjoy interacting with one another.

4

Outcomes of Interpersonal Behaviors

Satisfaction of social needs
Social Support
Source of organizational synergy
Source of conflict

5

Five types of communication:

Wheel (most centralized)
Y
Circle
Chain
All Channel (most decentralized)

6

Barriers to Effective Communication

Individual Barriers
Organizational Barriers

7

Individual Barriers to Effective Communication

Conflicting or inconsistent signals
Credibility about the subject
Reluctance to communicate
Poor listening skills
Predisposition about subject

8

Organizational Barriers to Effective Communication

Semantics
Status or power difference
Different Perceptions
Noise
Overload
Language difference

9

Communication

The process of transmitting information from one person to another.

10

Effective Communication

The process of sending a message in such a way that the message received is as close in meaning as possible to the message intended.

11

Nonverbal Communication

Any communication exchange that does not use words, or uses words to carry more meaning than the strict definition of the words themselves. Ex: Facial expressions, inflection and tone of voice.
Only a small portion of the message content is due to the words in the message.

12

Individual Skills to improve communication

Develop good listening skills
Encourage two-way communication
Be aware of language and meaning
Maintain credibility
Be sensitive to receiver's perspective
Be sensitive to sender's perspective

13

Organizational skills to improve communication

Follow up
Regulate information flows
Understand the richness of media

14

Key Principles for Effective Listening

Maintain or enhance self-esteem
Listen and respond with empathy
Ask for help & encourage involvement
Share thoughts, feelings, & rationale
Provide support without removing responsibility