19 Questions
What is the process of giving a speaker your undivided attention called?
Listening
What is the #1 thing lacking in new college grads according to the text?
Listening skills
What is emphasized as important when giving instructions?
Clarity and brevity
What is highlighted as a major problem related to written communication?
Lack of organization
What is the first step in mediating conflict resolution according to the text?
Have each party state his/her complaint using the BCF model
What is the second step in mediating conflict resolution according to the text?
Agree on the conflict problem(s)
What is the third step in mediating conflict resolution according to the text?
Develop alternative conflict resolutions
What is the fourth step in mediating conflict resolution according to the text?
Make an agreement for change
What model is used for stating complaints in mediating conflict resolution according to the text?
BCF model
What should a mediator do after developing alternative conflict resolutions according to the text?
Make an agreement for change
What should a mediator do after agreeing on the conflict problem(s) according to the text?
Develop alternative conflict resolutions
What should a mediator do after having each party state his/her complaint using the BCF model according to the text?
Agree on the conflict problem(s)
What is the process of thinking about, decoding, and evaluating the message called?
Analyzing
What is the process of giving feedback often referred to as?
Checking understanding
What increases motivation according to the text?
Ongoing feedback
How should one view criticism, according to the text?
As an opportunity to improve
What is needed to avoid confusion in coaching guidelines?
Specific feedback
What makes employees feel like winners, according to the text?
Coaching feedback
What does the coaching model involve in terms of improving performance?
Describing current performance, describing desired performance, getting a commitment to change, and follow up
Study Notes
Importance of Feedback and Conflict Resolution in Communication
- Analyzing is the process of thinking about, decoding, and evaluating the message.
- Checking understanding is the process of giving feedback.
- Ongoing feedback increases motivation.
- The need to be open to feedback - criticism.
- View criticism as an opportunity to improve.
- How to Get Feedback on Messages: Be open to feedback, be aware of nonverbal communication, ask questions, use paraphrasing.
- Coaching guidelines: Specific feedback is needed to avoid confusion.
- Criticism vs. Coaching Feedback: Criticism is rarely effective, coaching feedback makes employees feel like winners.
- Coaching Model: Improving performance with the coaching model involves describing current performance, describing desired performance, getting a commitment to the change, and follow up.
- Mentoring: Primary responsibility is to coach by providing good, sound career advice and help develop leadership skills.
- Managing Conflict: All human relations rely on the psychological contract - set of unwritten implicit expectations of each party in a relationship.
- Initiating Conflict Resolution: Plan a Behavior, Consequence, and Feeling (BCF) statement that maintains ownership of the problem.
Test your ability to send messages and give instructions effectively through written communication. Assess your skills in planning and organizing messages for better performance.
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