CNPS 331 Final Exam

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Questions and Answers

What is the primary sequence in the mechanism of communication as described in the note?

Listener - Decoding - Interpretation

Intention - Encoding - Actions (correct)

Clarification - Paraphrasing - Understanding

Body language - Verbal cues - Eye contact

What does the communication process involve?

Translating private intentions into public and observable language (correct)

Concealing private intentions to avoid misinterpretation

Expressing intentions without considering the impact on the listener

Ignoring the context to avoid reaching wrong conclusions

What determines the impact of communication on the listener?

The speaker's behavior during communication

How the listener decodes and interprets the message (correct)

The length of the communication

The speaker's intentions and beliefs

Why is communication considered a complex process?

It requires encoding intentions into actions and decoding interpretations. Signup and view all the answers

According to the text, how can communication and decoding accuracy be improved?

By informing the other person about our experience and impact, and asking about theirs Signup and view all the answers

What is the role of context in communication according to the text?

To assist in achieving accurate communication by informing interpretations Signup and view all the answers

Which communication skill is NOT suggested to be used during conflict?

Giving direct advice Signup and view all the answers

What is the primary objective of paraphrasing in the CPR for Active Listening?

To step into the speaker's perspective Signup and view all the answers

What is the primary focus of the Disarming Technique mentioned in the note?

Finding elements of truth in the other's perspective Signup and view all the answers

What does the CPR stand for in the context of active listening?

Clarify, Paraphrase, Respond empathically Signup and view all the answers

What does empathetic listening primarily allow individuals to do?

Step into the speaker's story and feel their emotions Signup and view all the answers

According to Covey, what is the main emphasis of empathic listening?

Seeking first to understand Signup and view all the answers

In Stephen R. Covey's perspective on building trust, what does the term "emotional bank account" signify?

An accumulation of positive interactions and trustworthiness Signup and view all the answers

Which character trait, according to Covey, fosters an environment of openness and trust in empathic listening?

Humility Signup and view all the answers

How does Covey relate the concept of building trust in empathic listening to restorative justice?

By aligning it with the idea of social capital Signup and view all the answers

What are the four typical levels of listening according to Covey?

Ignoring, Pretending, Selective, Attentive Signup and view all the answers

What is the fifth level of listening introduced by Covey?

Empathic listening Signup and view all the answers

What is emphasized as a key aspect of empathic listening according to Covey?

Engaging eyes, ears, and heart to understand the speaker Signup and view all the answers

Which of the following is NOT one of the components of nonverbal communication as outlined in the note?

Lean away from the person Signup and view all the answers

Which of the following actions represents the "S" component in the nonverbal communication framework described?

Facing the person squarely to indicate interest Signup and view all the answers

Which of the following is NOT suggested as a preparation for empathic listening according to Leal (2017)?

Paying attention only to the words spoken Signup and view all the answers

What are the four stages of empathic listening according to Covey (2020)?

Mimicking content, rephrasing content, reflecting feelings, and rephrasing content while reflecting feelings Signup and view all the answers

According to Stephen R. Covey, which stage in empathic listening provides the speaker with a sense of "psychological air," fostering a deeper level of understanding and trust?

Rephrasing content and reflecting feelings Signup and view all the answers

In Stephen R. Covey's empathic listening framework, what does the term "soul-to-soul flow" signify regarding communication?

An exchange of emotional depth and trust Signup and view all the answers

When might empathetic listening be particularly effective?

When emotions are running high, doesn't feel understood, low trust Signup and view all the answers

What defines active listening

Confirming both the content and emotions conveyed by the speaker. Signup and view all the answers

what are some characteristics associated with active listeners, as described by Hybels & Weaver (2015)?

Good eye contact, undivided attention, and patience Signup and view all the answers

How is active listening different from empathic listening according to Covey?

Active listening immerses the listener fully in the other person's experience. Signup and view all the answers

In empathic listening, what action is recommended to prevent interference with the speaker's story, as highlighted by Covey (2020)?

Emptying oneself of the need to assert correctness and individual autobiography. Signup and view all the answers

What does empathic listening involve capturing and acknowledging without doing what?

Without negating or judging Signup and view all the answers

According to Hybels & Weaver (2015), what role does the empathic listener play in facilitating the speaker's resolution of issues?

Allowing the speaker to identify and solve their own problems. It is not about fixing the issue Signup and view all the answers

What is the unique description of empathy according to Carl Rogers, a humanistic psychologist?

A complex, demanding, and strong yet subtle and gentle way of being, involving moment-to-moment sensitivity to the speaker's feelings, without judgment Signup and view all the answers

How does Carl Rogers describe the role of an empathic listener?

As a confident companion in the speaker's inner world Signup and view all the answers

What does Carl Rogers assert empathic listening requires the listener to do?

Put aside subjective views and values to enter the speaker's world without prejudices Signup and view all the answers

What does empathic listening require the listener to be solidly grounded in?

Themselves and their knowledge to avoid getting lost in the other person's world Signup and view all the answers

What does Becky Harling (2017) suggest for improving empathic listening skills?

Replace judgment with curiosity and acknowledge the speaker's courage for sharing their challenges Signup and view all the answers

what strategy is suggested to overcome embedded behaviors like judging and evaluating in communication?

Replacing judgment with curiosity to alter perspectives. Signup and view all the answers

What does Michael Sorensen, author of 'I Hear You: The Surprisingly Simple Skill Behind Extraordinary Relationships,' suggest good listeners seek to do?

Understand and validate the speaker's feelings Signup and view all the answers

What is an example of a micro-validation to show active listening?

Saying 'really' and 'that makes sense' Signup and view all the answers

what does validating the emotions of the speaker require from the listener?

The listener's complete attention to both the speaker's words and observation of body language. Signup and view all the answers

According to Amy Cuddy (2015) in her book "Presence," what aspect of empathic listening can be challenging due to the potential loss of control discussed?

Allowing others to lead the conversation and its unpredictable nature. Signup and view all the answers

According to Amy Cuddy (2015) in "Presence," what aspect of relinquishing control in conversations can make preparing for empathic listening challenging?

The discomfort caused by the unpredictability and loss of control in allowing others to lead the conversation. Signup and view all the answers

What is the unique aspect of Bento Leal’s approach to empathic listening?

Meticulously outlining the internal perspective needed to prepare for the interaction Signup and view all the answers

What does Leal's approach highlight as part of empathic awareness skills?

Recognizing the inherent dignity and value in both oneself and the speaker Signup and view all the answers

According to Leal's approach, which action is emphasized as a part of empathic listening skills?

Engaging fully and openly with the speaker's words Signup and view all the answers

What is the primary purpose of asking questions before asking the client or speaker questions?

To be sensitive to the speaker's disposition and have a deep awareness of the context Signup and view all the answers

How does the questions assist the listener in a conversation?

By initiating open and non-threatening invitations for the speaker to share Signup and view all the answers

Study Notes

Communication Mechanism

The communication process consists of sending, receiving, and interpreting messages effectively between a sender and a receiver.
The impact of communication on a listener is influenced by the clarity of the message, the delivery style, and the listener's perceptions and experiences.

Complexity of Communication

Communication is considered complex due to various factors such as context, nonverbal cues, emotional undertones, and personal biases that affect understanding.

Improving Communication and Decoding Accuracy

Communication and decoding accuracy can be enhanced through active listening, feedback, and clarifying questions to ensure understanding.

Importance of Context

Context plays a crucial role in communication by influencing the meaning and interpretation of messages based on situational factors and background information.

Conflict Communication Skills

Avoiding harsh or aggressive tones is recommended during conflict resolution as these can escalate tensions rather than facilitate understanding.

Paraphrasing in Active Listening

The primary objective of paraphrasing in the CPR (Clarify, Paraphrase, Respond) for active listening is to ensure the speaker feels heard and understood.

Disarming Technique Focus

The Disarming Technique focuses on identifying and acknowledging valid points in the other person's argument to reduce defensiveness and build rapport.

CPR meaning

In the context of active listening, CPR stands for Clarify, Paraphrase, Respond.

Empathic Listening Benefits

Empathetic listening allows individuals to understand and validate the feelings of others while fostering deeper emotional connections.

Covey's Empathic Listening

Stephen R. Covey emphasizes that empathetic listening is about understanding the speaker's perspective rather than just their words.

Emotional Bank Account Concept

Covey's "emotional bank account" signifies the level of trust and emotional investment in a relationship, which can be positively or negatively impacted based on interactions.

Character Trait for Trust in Covey's Perspective

According to Covey, integrity nurtures openness and trust essential for effective empathic listening.

Empathic Listening and Restorative Justice

Covey relates building trust through empathic listening to restorative justice by emphasizing the importance of understanding emotions and perspectives in conflict resolution.

Levels of Listening

Covey identifies four typical levels: ignoring, pretending, selective listening, and attentive listening, with a fifth level being empathic listening.

Key Aspect of Empathic Listening

Empathic listening emphasizes the importance of not just hearing, but deeply understanding the speaker's feelings and perspective.

Nonverbal Communication Components

Components of nonverbal communication include facial expressions, gestures, posture, eye contact, and tone of voice.

"S" Component in Nonverbal Framework

The "S" component represents the "situation" in the nonverbal communication framework, highlighting the context in which communication occurs.

Preparation for Empathic Listening

Leal (2017) does not suggest making assumptions about the other person's feelings or viewpoints as a preparation for empathic listening.

Stages of Empathic Listening

Covey outlines four stages: hearing, understanding, valuing, and responding to the speaker’s message.

Psychological Air in Empathic Listening

The stage that provides "psychological air" fosters an environment for deep understanding and trust between speaker and listener.

Soul-to-Soul Flow in Communication

"Soul-to-soul flow" signifies a deep, genuine connection in communication that transcends superficial conversation.

Effectiveness of Empathetic Listening

Empathetic listening is particularly effective in resolving conflicts, fostering open dialogues, and building trust.

Active Listening Defined

Active listening involves fully concentrating, understanding, responding, and remembering what is being said rather than just passively hearing the message.

Characteristics of Active Listeners

Active listeners demonstrate engagement through verbal acknowledgment, nodding, and providing thoughtful feedback and summaries.

Difference Between Active and Empathic Listening

Active listening focuses on comprehension and engagement, while empathic listening entails understanding and feeling the speaker’s emotions.

Preventing Interference in Empathic Listening

Covey recommends avoiding premature judgments or responses while listening to ensure the speaker’s narrative is uninterrupted.

Acknowledgment in Empathic Listening

Empathic listening involves capturing and acknowledging feelings without advising or judging the speaker.

Role of Empathic Listener in Problem Resolution

The empathic listener facilitates the speaker’s exploration of issues, allowing for deeper insight and resolution.

Unique Description of Empathy by Carl Rogers

Carl Rogers describes empathy as a profound understanding of another person's emotions, evoking a sense of connection.

Role of Empathic Listener According to Rogers

An empathic listener provides a safe space for the speaker to express thoughts and feelings openly, without fear of judgment.

Grounding in Empathic Listening

Rogers asserts that empathic listening requires the listener to be solidly grounded in their own values and self-awareness.

Improving Empathic Listening Skills

Becky Harling suggests practicing mindfulness and self-reflection to enhance empathic listening capabilities.

Overcoming Embedded Behaviors in Communication

Strategies for overcoming ingrained behaviors, such as judging, include conscious awareness and intentional practice in reframing responses.

Goals of Good Listeners According to Sorensen

Michael Sorensen suggests that good listeners aim to create a safe environment where individuals feel free to express themselves.

Example of Micro-Validation

An example of micro-validation includes acknowledging the speaker’s feelings, such as saying, "That sounds really frustrating."

Validating Emotions Requirement

Validating the speaker's emotions requires the listener to actively demonstrate understanding while setting aside their own judgments.

Challenges of Empathic Listening

According to Amy Cuddy, relinquishing control in conversations during empathic listening can create discomfort and be challenging for listeners.

Relinquishing Control Challenges

The potential loss of control when engaging in empathic listening may create anxiety regarding the conversation's direction.

Unique Aspects of Leal’s Approach

Bento Leal’s approach emphasizes developing empathic awareness skills and attentiveness to the speaker's emotional state.

Key Actions in Leal's Empathic Listening Skills

Leal emphasizes the importance of active observation and nonverbal responsiveness as part of empathic listening.

Purpose of Asking Questions

The primary purpose of asking questions is to clarify understanding and allow deeper exploration of the speaker's thoughts.

Role of Questions in Conversations

Questions assist the listener in engaging meaningfully with the speaker, facilitating a more connected and productive dialogue.

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Description

Improve your communication skills with this quiz on active listening and paraphrasing. Test your ability to clarify and paraphrase the messages of others, and learn to identify the personal and probable impact of their words. Perfect for those looking to enhance their understanding and empathy in conversations.