Final Exam Flashcards
(24 cards)
What is proxemics?
The use of personal space in communication.
What does kinesics refer to?
Body movement and orientation.
What is paralanguage?
How something is said, rather than what is said.
What does SOLER stand for in active listening?
Squarely face, Open posture, Lean in, Eye contact, Relaxed.
When are open probes used?
To gather broad or general information and build rapport.
When are closed probes used?
To obtain specific details or redirect conversation.
What are the four steps in perception?
Selection, Organization, Interpretation, Negotiation.
What is empathy?
The ability to understand and share another’s feelings.
How is empathy different from sympathy?
Empathy involves understanding; sympathy is feeling sorry for someone.
What is an ‘I Statement’?
A way to express feelings using “I feel…when…because…I need.”
What is the goal of paraphrasing?
To summarize the speaker’s message in your own words to show understanding.
What is an informational paraphrase?
Summarizes content without interpreting emotional meaning.
What is an empathic paraphrase?
Reflects the speaker’s underlying feelings or experience.
What is a basic assertion?
A clear statement of beliefs or feelings, used for neutral or positive messages.
What is a persuasive assertion?
A positive statement followed by a negative one, often using the “sandwich” technique.
What is an empathic assertion?
Combines empathy with a request to increase cooperation.
What is an escalating assertion?
States consequences (stick) or benefits (carrot) to encourage compliance.
What is a confrontive assertion?
Highlights a discrepancy between what was promised and what was done.
What are the 6 goals of conflict resolution?
Prevent escalation, solve real problem, depersonalize, invent solutions, build relationships, achieve goals.
What is the competing conflict style?
Assertive and uncooperative; pursues own goals at another’s expense.
What is the accommodating conflict style?
Unassertive and cooperative; prioritizes others’ needs over your own.
What is the avoiding conflict style?
Unassertive and uncooperative; avoids addressing conflict altogether.
What is the compromising conflict style?
Moderate assertiveness and cooperativeness; seeks partial satisfaction for both parties.
What is the collaborating conflict style?
Highly assertive and cooperative; seeks solutions satisfying both parties fully.
