Chapter 2 BCOM

Active listening six skills components:

(1) paying attention (2) holding judgment (3) reflecting (4) clarifying (5) summarizing (6) sharing.

Improving civility in society and the workplace, recommended eight guiding principles:

1. Slow down and be present in life. 2. Listen to the voice of empathy. 3. Keep a positive attitude. 4. Respect others and grant them plenty of validation. 5. Disagree graciously and refrain from arguing. 6. Get to know people around you. 7. Pay attention to small things. 8. Ask, don't tell.

What are the three barriers to shared meaning?

External noise Internal noise Lifetime experiences

summarizing

Is to restate major themes so that you can make sense of the big issues from the perspective of the other person Active listening also involves expressing your own perspectives and feelings.

autonomizing (identified as green)

MVS are most often concerned about making sure business activities have been thought out carefully and that the right processes are put into place to accomplish things.

directing (identified as red)

MVS are most often guided by concerns about organizing people, time, money, and other resources to accomplish results.

nurturing (identified as blue)

MVS are most often guided by motives to protect others, help others grow, and act in the best interests of others.

What are the common types of incivility in the workplace?

Occurs when a person ignores others fails to display basic courtesies fails to recognize the efforts of others fails to respect the time and privacy of others fails to recognize the basic worth and dignity of others.

Holding Judgement

People will only share their ideas and feelings with you if they feel safe Holding judgment is particularly important in tense and emotionally charged situations

What is the most critical determine of success?

Respondence recognized that skill in dealing with people was most critical

Reflecting

To make sure you really understand others, you should frequently paraphrase what you're hearing.

A crucial skill is the ability to ask the right questions. Good questions reflect the learner mind-set, and poor questions reflect a judger mind-set? T/F

True

Learner mind-set

You show eagerness to hear others' ideas and perspectives and listen with an open mind You do not have your mind made up before listening fully. Difference of opinion is considered normal, even healthy, and potentially solution-producing.

Active listening

a person's willingness and ability to hear and understand.

Emotional hijacking

a situation in which emotions control our behavior causing us to react without thinking

Shared meaning

a situation in which people involved in interpersonal communication attain the same understanding about ideas, thoughts, and feelings.

Filter of lifetime experiences

an accumulation of knowledge, values, expectations, and attitudes based on prior personal experiences

Paying attention

devoting your whole attention to others and allowing them enough comfort and time to express themselves completely. understand others perspective Requires active nonverbal communication

Physical noise

external noise that makes a message difficult to hear or otherwise receive.

Clarifying

involves making sure you have a clear understanding of what others mean. It includes double-checking that you understand the perspectives of others and asking them to elaborate and qualify their thoughts

Emotional intelligence

involves understanding emotions, managing emotions to serve goals, empathizing with others, and effectively handling relationships with others.

motivational value system (MVS)

is a blend of these primary motives and refers to the frequency with which these values guide their actions.

Relationship management

is the ability to use your awareness of emotions and those of others to manage interactions successfully.

Self-awareness

is the foundation for emotional intelligence involves accurately understanding your emotions as they occur and how they affect you

People have a blend of three primary motives:

nurturing (identified as blue) directing (identified as red) autonomizing (identified as green)

Semantic noise

occurs when communicators apply different meanings to the same words or phrases

Judger mind-set

people have their minds made up before listening carefully to others' ideas, perspective, and experiences. Judgers view disagreement rigidly, with little possibility of finding common ground

What are Hubs?

professionals who are guided almost equally by all three of these MVSs ( nurturing, directing, autonomizing)

Physiological noise

refers to disruption due to physiological factors Ex. Illness, hearing problems, memory loss

Psychological noise

refers to interference due to attitudes, ideas, and emotions experienced during an interpersonal interaction

Meaning

refers to the thoughts and feelings that people intend to communicate to one another

What are the four domains of emotional intelligence

self-awareness self-management empathy relationship management.

Judger statements

show you are closed off to hearing people out, shut down honest conversations

Learner statements

show your commitment to hearing people out

Extroverts

tend to get much of their stimulation and energy from external sources such as social interaction.

Introverts

tend to get much of their stimulation and energy from their own thoughts, feelings, and moods.

Empathy

the ability to accurately pick up on emotions in other people and understand what is really going on with them

Self-management

the ability to use awareness of your emotions to stay flexible and to direct your behavior positively involves responding productively and creatively to feelings of self-doubt, worry, frustration, disappointment, and nervousness.

Interpersonal communication process

the process of sending and receiving verbal and nonverbal messages between two or more people. involves the exchange of simultaneous and mutual messages to share and negotiate meaning between those involved