Test 3 - Interpersonal Communication Flashcards

• solves all problems
• always a good thing
• common sense
• always face-to-face
• always better

• truthful and honest
• act with integrity
• behave fairly
• demonstrate respect
• responsible
• empathetic

• time orientation
• the importance of context for sharing meaning
• the value of the individual over the group
• attitudes toward predictability and uncertainty
• attitudes about social power and distribution
• masculine vs. feminine orientation
• norms about the use of emotions

• talk directly with the person
• use appropriate language
• speak with respect
• note non-verbal signals
• ask questions
• make eye contact
• allow time to process
• use signals

a conversational environment in which recipients feel comfortable disclosing their problems and emotions.

• emphasize your desire and availability to help
• promise and keep confidentiality
• convey acceptance and affiliation - help them save face - communicate that you care no matter what
• convey warmth and caring nonverbally
• promote elaboration with questions and brief responses

• acknowledge the negative emotion
• legitimate the experience of emotion
• encourage discussion of the emotion

• avoid negative start-ups
• manage anger
• de-escalate the conflict

• establish ground rules - mutually agreed-on rules For real behavior during conflict episodes
• allow of time to pass after the trigger incident, before the discussion

• take a break when the anger rises
• develop skills for constructively expressing anger in a way that won't make your partner defensive

• identify what triggers antagonism and avoid these areas
• calm yourself and others when you see conflict intensifying
• inject appropriate humor

• adapt to your managers communication preferences
• identify how you can help your manager effectively complete the work of your group
• volunteer for specific assignments and follow through
• clarify assignments
• seek feedback and use it to improve