Effective Communication Skills Flashcards
(13 cards)
What are the four stages prior to attaining mastery?
Unconsciously Incompetent
Consciously Incompetent
Consciously Competent
Subconsciously Competent
Can someone be subconsciously competent without attaining mastery?
Yes.
What is the issue with phrases such as “Don’t Assume” or “No Surprises?”
These phrases do not effectively communicate what you really need. Instead, ask what assumptions were made and evaluate whether you should have made them and respond appropriately.
What are the two important things to mention in an effective critique?
What worked and what you would have done differently.
What is the real question when facing something you would do differently?
Is their way different or wrong? If it’s different offer an alternative. If it’s wrong clearly communicate the correction.
What is cue sensitivity?
Avoiding Murphy’s Law by recognizing subtle cues that would normally only be understood after the problem has been made known. If you recognize a cue and respond appropriately you can prevent many unnecessary situations.
Describe curiosity and its usefulness in communication.
It is a human characteristic that is essential for effective leadership. It shows respect for the individual and is key to gaining understanding.
What is the first step to Problem-Solving and Conflict-Resolution?
Gaining Understanding
What is Effective Listening?
Effective Listening is listening with your heart and not your head. it is listening with curiosity. Listening because you honestly want to allows you to hear what they have to say, know the reasons for their beliefs, and gain understanding about how they came to their conclusion.
What things are not included in gaining understanding with curiosity?
Ego involvement, elitism, prior judgments, and a lack of interest.
What are the four Management Siblings?
Conflict Resolution
Problem-Solving
Decision-Making
Negotiation
What are the three steps to success in dealing with the Management Siblings?
(1) Gain Understanding by listening with your heart and with curiosity
(2) Determine Alternatives with a healthy curiosity
(3) Conflict Resolution, which begins with Gaining Understanding.
How does Brad Fregger define Consensus?
When everyone supports a decision even if they would have chosen a different alternative.
