Podcast
Questions and Answers
Which of the following is the foundational level upon which understanding is built in communication?
Which of the following is the foundational level upon which understanding is built in communication?
- Persuasion
- Relationship (correct)
- Action
- Information
Verbal behavior is the most important factor when building rapport.
Verbal behavior is the most important factor when building rapport.
False (B)
What is the primary reason for communicating with others?
What is the primary reason for communicating with others?
To build relationships with other people
The key to effective action lies not in accurate information, but in __________ ideas.
The key to effective action lies not in accurate information, but in __________ ideas.
Match the following aspects of vocal behavior with their description:
Match the following aspects of vocal behavior with their description:
In conversations, what is 'enquiry' primarily associated with?
In conversations, what is 'enquiry' primarily associated with?
Advocacy without enquiry promotes understanding and reduces conflict in conversations.
Advocacy without enquiry promotes understanding and reduces conflict in conversations.
What are the four main areas where conversations can fail, as outlined in the text?
What are the four main areas where conversations can fail, as outlined in the text?
Conversations can become problematic when they become too solution-oriented, leading to _______________.
Conversations can become problematic when they become too solution-oriented, leading to _______________.
Match the following strategies with their intended effect on a conversation:
Match the following strategies with their intended effect on a conversation:
Which non-verbal behavior is least important for building rapport?
Which non-verbal behavior is least important for building rapport?
To 'break the ice' you should immediately begin asking direct questions about the other person.
To 'break the ice' you should immediately begin asking direct questions about the other person.
What tool is described as a powerful model that helps you move beyond argument?
What tool is described as a powerful model that helps you move beyond argument?
The best conversations __________ advocacy and enquiry.
The best conversations __________ advocacy and enquiry.
Match the cause with the corresponding issue:
Match the cause with the corresponding issue:
Which is an example in the text of improving a conversation?
Which is an example in the text of improving a conversation?
Giving inaccurate information leads to effective action.
Giving inaccurate information leads to effective action.
What is the key difference between enquiry and advocacy in a conversation?
What is the key difference between enquiry and advocacy in a conversation?
When conversations are too problem-centered, people spend more time talking about the _______ than the _________ .
When conversations are too problem-centered, people spend more time talking about the _______ than the _________ .
Match the percentage of comprehension to what is being learned:
Match the percentage of comprehension to what is being learned:
Flashcards
Three Levels of Understanding
Three Levels of Understanding
Communication creates understanding on three levels: action, information, and relationship, each level supporting the next.
Building Rapport
Building Rapport
Building rapport is the first task in any conversation and creates a sense that another person is like us.
Nonverbal Rapport
Nonverbal Rapport
We create rapport through body orientation, body moves, eye contact, facial expressions, and tone of voice.
Breaking the Ice
Breaking the Ice
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Conversation as a Tool
Conversation as a Tool
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Dynamic Conversation
Dynamic Conversation
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Advocacy and Enquiry
Advocacy and Enquiry
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Conversation Failures
Conversation Failures
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Ignoring Context
Ignoring Context
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Improve Conversations
Improve Conversations
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Fast Conversations
Fast Conversations
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Slow Conversations
Slow Conversations
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Slowing Down Talk
Slowing Down Talk
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Speeding Up Talk
Speeding Up Talk
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Finding Common Ground
Finding Common Ground
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Summarization Skill
Summarization Skill
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Use of Visuals
Use of Visuals
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Study Notes
Communication Levels
- Communication builds understanding on three levels
- Action, information, and relationship are the communication levels, each supporting the next.
Importance of Relationships
- Building relationships is the primary goal of communication
- Language helped early primates bond socially
Building Rapport
- Building rapport involves making the other person feel like you are alike
- Rapport is mainly built nonverbally through body orientation, movements, eye contact, facial expressions, and tone of voice
- Verbal behavior contributes the least to building rapport
- Vocal behavior includes controlling pitch, pace, and volume
- Physical behavior can create tension or stress, while lower tones make for easier rapport
- Breaking the ice reduces tension at the start
Starting Conversations
- Sharing something in the situation starts discussion
- Asking related questions is preferable to talking about yourself
Information Sharing
- Sharing information requires a relaxed relationship
- Giving information is creating a shared thought visible to the other person, and is shaped by thinking
- Ideas that are persuasive are more important than just accurate information
Conversation as Management
- Conversation serves as a key management tool
- Conversation assists with building relationships, influencing others, solving problems, collaborating, and finding opportunities
Conversation Dynamic
- Conversations require both talking and listening
- Listening determines the quality of the conversation
- Talking and listening can be described as "advocacy" and "enquiry" respectively
- Talking advocates for one's own views and ideas
- Listening helps to understand the other person's views and ideas
- Pure advocacy leads to adversarial conversations
- Advocacy without enquiry leads to conflict
- Balancing advocacy with enquiry produces the best conversations
Conversation Issues
- There are four key areas where conversations may go wrong: context, relationship, structure, and behavior
- All conversations depend on context and happen for a reason
- Some conversations fail because of ignoring the context, such as not having enough time, wrong time, or a location that is uncomfortable
Improving Conversations
- Improving conversations involves clarifying objectives
- Structuring thinking and breaking down topics can improve conversation quality
- Time should be managed realistically
- Effective conversations start slowly and speed up
- Conversations may speed up too fast when solution-oriented, causing group-think, diminished questions, and arguments
- Conversations can slow down due to being problem-centered, too much analysis, focus on the past, people dominating, or energy drops
- Slowing down includes reflection and summarization and using the Ladder of Inference method
- Speeding up involves calling people to action
- Common ground can be acquired by asking permission
- Move conversations past arguments, as most are better at talking than listening
- Summarizing often helps to state objective, structure thinking, manage time, seek alignment, and move past arguments
- Using visuals helps by improving memorability with seeing rather than hearing, with people remembering 20% of what they hear, and over 80% of what they see
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