Interpersonal Communication

Question 1

Active Listening

Answer 1

A nonjudgmental communication technique that focuses not only on understanding the content of what is being said but also on the underlying emotions and feelings conveyed by the sender

Question 2

Assertiveness

Answer 2

A style of communication in which thoughts and feelings are expressed positively and directly, without offending others.

Question 3

Body language

Answer 3

An important part of nonverbal communication that can reveal a person’s physical, mental, or emotional state through powerful messages such as gestures, postures, and facial expressions.

Question 4

Closed questions

Answer 4

Questions that are structured so that the response can be restricted to one word such as yes or no or to a few words

Question 5

Defence mechanisms

Answer 5

A subconscious practice intended to either delay - or avoid altogether -uncomfortable feelings such as anxiety, guilt, stress, or embarrassment

Question 6

Electronic communication

Answer 6

The transfer of information through electronic media

Question 7

Empathetic listening

Answer 7

A nonjudgmental technique that requires the listener to be attentive to the senders feelings

Question 8

Focusing

Answer 8

Limiting the conversation to a certain topic

Question 9

Interpersonal communication

Answer 9

The exchange of information between two people, usually face to face

Question 10

Nonverbal communication

Answer 10

Messages sent without words

Question 11

Open ended questions

Answer 11

Questions that invite a personal share thoughts, feelings , or ideas,

Question 12

Paraphrasing

Answer 12

Restating someone’s message in ones own words

Question 13

Social media

Answer 13

Websites and applications through which users create virtual communities or networks to share information, ideas, personal messages, and other content.

Question 14

Verbal communication

Answer 14

Messages sent through the spoken word

Question 15

Workplace etiquettt

Answer 15

Professional, ethical, friendly, respectful behaviour toward all staff and co workers at all times

Question 16

Denial

Answer 16

Unwillingness to accept the truth or a certain reality

Question 17

Fantasizing

Answer 17

Daydreaming as an escape instead of dealing with reality

Question 18

Passive aggressiveness

Answer 18

The practice of expressing negative emotions, resentment, or anger toward others through passive, indirect ways ( such as through procrastination or manipulation) instead of by verbalizing feelings in an assertive manner

Question 19

Projection

Answer 19

Blaming someone else for ones own behaviour

Question 20

Rationalization

Answer 20

Justifying a behaviour or action by explaining it as being less harmful or hurtful than it really is.

Question 21

Regression

Answer 21

A return to an earlier development stage as a way to escape from stress

Question 22

Repression

Answer 22

The involuntary action of blocking painful memories from the conscious mind

Question 23

Submissiveness

Answer 23

A show of obedience, meekness, and compliance in the face of conflict or difference of opinion, instead of assertiveness

Question 24

Suppression

Answer 24

A conscious refusal to acknowledge a painful or upsetting situation.

Question 25

Factors that influence communication :

Answer 25

- perception - experience and confidence - physical and mental health - mood and emotions - values - beliefs and cultural influences - gender - age - electronic communication and social media

Question 26

To effectively communicate with words you need the following:

Answer 26

- choose your words carefully - be aware that emotions can affect your communication - use simple, everyday language - speak clearly, slowly, and distinctly - use visual clues - control the volume and tone of your voice - be brief and concise - present information in a logical manner - ask one question at a time - determine understanding - do not pretend to understand

Question 27

Body language includes the following ;

Answer 27

``` Posture Appearance Facial expression Body movements Eye contact Gestures ```

Question 28

Guidelines of active listening

Answer 28

``` Face the client Make eye contact Lean toward the client Respond to your client Avoid communication barriers ```

Question 29

Paraphrasing serves three purposes

Answer 29

- It shows that you are listening - It lets both you and the sender know that you understood the message - It promotes further communication

Question 30

Improve communication with clients by avoiding the following :

Answer 30

``` Interrupting Answering your own questions Giving advice Minimizing problems Using patronizing language Failing to listen ```

Question 31

Defence mechanisms :

Answer 31

``` Denial Displacement Fantasizing Passive aggressive Projection Rationalization Regression Repression Submissiveness Suppression ```

Question 32

Underlying cause of fear:

Answer 32

``` Frustration Anxiety Fear Pain Hurt feelings ```

Question 33

Verbal expressions of anger include:

Answer 33

Outbursts Shouting Raised voice Rapid speech

Question 34

Nonverbal signs of anger include

Answer 34

Rapid movements Pacing Clenched fists Redden facd or neck

Question 35

Four step teaching method

Answer 35

Describe to the client the steps in the task Show the client how to do the step Have the client try Review the clients success with each step