52 Questions
According to research, 93% of our interactive communication is nonverbal.
True
The ___ on any particular word can change the entire meaning of the communication.
emphasis
the various filters that we put on our perceptions, such as unique experience, culture, beliefs, and interests, determine our ______.
personal reality
why is it important to have several choices of response:
all of these
why is language considered a useful filter?
a map of our thoughts and experiences
the three elements of the foundations of understanding are: customer focus, flexibility and willingness too ee another person's model of the world, and ______.
positive intention
our conscious mind is limited to ____ - plus or minus two - pieces of information at any given moment.
seven
why must an outcome be stated in the positive?
easier to move toward something
when communicating with your client, what do you need to know before you can measure results?
what kind of response you are looking for
if we are customer-focus, with positive intentions, then ____ will follow automatically.
positive results
what do you do when your outcome is too small and trivial to be motivating?
connect it to a larger outcome
why is it important to have a well-informed outcome?
its more likely you'll get what you want
why do you need acuity to be a good communicator?
so that you notice what you are getting
how do you know that the message you intend is the message your client will receive?
by the response you get
why is it important to remain flexible in your behavior and be willing to step into your client's model of the world?
to see things from their perspective
communication is an interaction between at least two people, made up of several components including, words, body language and _____.
voice qualities
accessing cues include
all the above
a person that usually constructs mental images to recall information is considered a......
visual person
a person who consistently accesses internal information by hearing the sounds, or engages in internal dialog, is considered
auditory
left-handed people look to their ___ for remembered images and sounds and to their ___ for constructed images and sounds.
right, left
left-handed people would look ____ and to their ___ for feelings.
down, left
left-handed people would look ____ and to their ____ for internal dialog.
down, right
_____ through language is another aspect of rapport building, and is essential to learn in order to influence your client toward agreement.
pacing
The subtle physiological behaviors that help to indicate which representational system a person is using to think with are called ____.
accessing cues
a right-handed person using their kinesthetic system to access internal information would move their eyes ___.
down and to their right
most of our thinking is a mixture of ____ and ____ sense impressions.
remembered/constructed
when a person consistently uses one sense over another to access information internally, this is called their ___.
primary representational system
you can match a person's speech by using the same kind of ___ they use.
predicates
the predicates pressure and contact are predicates from which representational system?
kinesthetic
when a person accesses a series of representational systems to answer a question, this is called a ____.
sequence
what kind of leading question is: if a map is upside down, which direction is northwest?
visual constructed
why is it important to remember that accessing cues are only generalizations?
to avoid pigeonholing
what does an active listener do?
repeat the other person's words exactly
what can happen if you interpret what someone says using your words instead of theirs?
you can lose rapport
the predicates in the following phrase indicate which representational system? "that rings a bell."
auditory
when a person gestures at or around the eyes, this is an indication that he or she is using the _____ representational system.
visual
when a person is using their visual to access internal information they are ___.
thinking with mental pictures
internal kinesthetics include emotions, remembered sensations, as well as ____.
inner feelings of balance
what are the three primary representational systems used in this country?
visual, auditory, kinesthetic
why is it important to match language that is within the scope of a person's vocabulary?
in order to build rapport
what are predicates?
verbs, adverbs, adjectives
what does "auditory digital" mean?
internal dialog
another type of accessing cue besides eye pattern is ____.
gestures
when using the 'yes, yes, yes' pattern, why should easy suggestions come before harder suggestions?
they are more readily accepted
besides gesturing, what is another method to direct a person to another representation system?
using the language of predicates
how do you test an anchor you have set?
by firing it off
we pace people automatically when we are discussing _____.
common interest
why is timing important when setting an anchor?
the anchor must be set at the peak of the experience
what happens when you expect other people to understand and pace you?
the results will always be unpredictable
what is an example of a cause and effect pattern?
if you, then
what is directive speaking?
verbal patterns that create influential suggestions
we naturally pace beliefs and interests without thinking about it in order to fit into different social situations.
True
Learn about the impact of nonverbal communication with statistics showing that 93% of interactive communication is nonverbal. Explore the importance of body language, facial expressions, and gestures in conveying messages.
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