Effective Communication Skills

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Questions and Answers

What is the process of giving a speaker your undivided attention called?

Interpreting
Ignoring
Listening (correct)
Speaking

What is the #1 thing lacking in new college grads according to the text?

Time management skills
Technical skills
Listening skills (correct)
Leadership skills

What is emphasized as important when giving instructions?

Clarity and brevity (correct)
Assuming understanding
Using complex language
Lengthy explanations

What is highlighted as a major problem related to written communication?

Lack of organization (C) Signup and view all the answers

What is the first step in mediating conflict resolution according to the text?

Have each party state his/her complaint using the BCF model (D) Signup and view all the answers

What is the second step in mediating conflict resolution according to the text?

Agree on the conflict problem(s) (A) Signup and view all the answers

What is the third step in mediating conflict resolution according to the text?

Develop alternative conflict resolutions (B) Signup and view all the answers

What is the fourth step in mediating conflict resolution according to the text?

Make an agreement for change (A) Signup and view all the answers

What model is used for stating complaints in mediating conflict resolution according to the text?

BCF model (C) Signup and view all the answers

What should a mediator do after developing alternative conflict resolutions according to the text?

Make an agreement for change (A) Signup and view all the answers

What should a mediator do after agreeing on the conflict problem(s) according to the text?

Develop alternative conflict resolutions (D) Signup and view all the answers

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) (C) Signup and view all the answers

What is the process of thinking about, decoding, and evaluating the message called?

Analyzing (C) Signup and view all the answers

What is the process of giving feedback often referred to as?

Checking understanding (C) Signup and view all the answers

What increases motivation according to the text?

Ongoing feedback (B) Signup and view all the answers

How should one view criticism, according to the text?

As an opportunity to improve (A) Signup and view all the answers

What is needed to avoid confusion in coaching guidelines?

Specific feedback (B) Signup and view all the answers

What makes employees feel like winners, according to the text?

Coaching feedback (C) Signup and view all the answers

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 (C) Signup and view all the answers

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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.