Terms in this set (14)
Definition of communication
The process of conveying information and meaning
What are the 4 steps of the Training model?
1. Trainee receives preparation
2. Trainer presents the tasks
3. Trainee performs the task
4. Trainer follows up
What are the 4 steps of the coaching model?
1. Describe current performance
2. Describe desired performance
3. Get a commitment to the change
4. Follow up
What is the major reason that leaders fail?
Failing to listen
List the 5 steps in the oral message-sending process
1. Develop rapport
2. state your communication objective
3. transmit your message
4. check the receivers receivers understanding
5. get a commitment and follow up
List and explain the 3 parts of the message-receiving process
1. Listening - The process of giving the speaker your undivided attention
2. Analyzing - The process of thinking about, decoding, and evaluating the message
3. Checking understanding - The process of giving feedback
Describe paraphrasing and state why it is utillized
The process of having the receiver restate the message in his or her own words.
Used to check understanding of the transmitted message.
if the receiver can paraphrase the message accurately, then communication has taken place; if not, communication is not complete.
4 Reasons why people don't usually ask questions
1. Receivers feel ignorant
2. Receivers are ignorant
3. Receivers are reluctant to point out the sender's ignorance
4. Receivers have cultural barriers
What is the difference between coaching and criticism?
Criticism is feedback that makes a judgement about behavior being wrong. Coaching feedback is based on a supportive relationship and offers specific and descriptive ways to improve performance.
Criticism points out mistakes, coaching focuses on benefits of positive behavior
What is the relationship between the performance formula and the coaching model?
The performance formula is used to determine the reason for poor performance and the corrective action needed.
The coaching model is used to improve performance.
Define the 5 conflict management styles
1. Avoiding - Passively ignore the conflict rather than resolve it
2. Accommodating - Resolve the conflict by passively giving in to the other party
3. Forcing - Resolve the conflict by using aggressive behavior to get his or her own way
4. Negotiating - Resolves the conflict through assertive, give-and-take concessions
5.Collaborating - Assertively attempts to jointly resolve the conflict with the best solution agreeable to all parties.
List the 4steps in the initiating conlict resolution model
1. Plan a Behavior, Consequence, Feeling (BCF) statement that maintains ownership of the problem
2. Present you BCF statement and agree on the conflict
3. Ask for, and/or give alternative conflict resolutions
4. Make an agreement for change
Defines a conflict in terms of behavior, consequences, and feelings
identify two common approaches to getting feedback, and explain why they don't work
the first common approach is to send the entire message and assume that the message has been conveyed with mutual understanding without getting any feedback. the second approach is to give the entire message followed by asking "do you have any questions?" Feedback usually does not follow because people have a tendency not to ask questions. asking questions, especially if no one else does, is often considered an admission of not paying attention or not being bright enough to understand, or the receiver doesn't know what to ask.