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Workplace Skills Video Questions
Terms in this set (47)
Whenever possible, try to move communication from the vague and general to the
specific and the clear
Make your language as ___ ____as possible.
When emotions are being conveyed, occasionally ___________ to confirm that you're interpreting those emotions accurately.
When you don't provide a forum in which people can express their emotions, you are in effect telling them, "We don't want to know about your emotions."
Even when someone says something to you that's a little thoughtless or mean or hurtful, the chances are good that he didn't say it with the intention of hurting you. In fact, he's probably just having a bad day and wasn't thinking about you and your feelings at all. Under the circumstances, the worst thing[s] you can do are:
• Take offense
• Demand an apology
• Pick a fight
When you're embarrassed, confused or upset, ____________.
In the middle of an argument, it runs counter to our natural instinct to admit any sort of weakness. It makes us feel vulnerable, and it seems to invite an attack. But in reality, in the vast majority of cases, when you admit vulnerability you provoke the opposite response. When you show a weakness openly, people tend to __________ and develop a more positive rather than negative attitude.
empathize with them
For most employees, __________ from the boss that they've done something well is a powerful motivator that goes beyond _____ to inspire loyalty and encourage good work
Most employees crave recognition for completing a difficult task. The first guideline for motivating employees with praise is to make it _______.
The old adage, "______ in public. ______ in private" is still great advice.
[When delivering criticism] Don't follow the word "_____" with a negative. Use "__" statements instead
[When delivering criticism] Using "always" "never" or "worst" can inflate the criticism
The key to delegating is communicating clearly and precisely with the employee __,_&___ you expect the task to be completed.
how, when and how well
Encourage the employee to _______ about the assignment so you can gauge how well he or she understands it.
[When employees come to you with problems] Ask them for _____. Be a good listener. But don't let employees dump their problems on you and then walk away.
Finally, ____ with a memo, note or e-mail message.
We begin to experience conflict when __________.
our concerns are threatened
Competing is what we might consider a ______________________________ situation. Moreover, whatever position we may have previously chosen, if we are unsuccessful in resolving a conflict, we may actually move to competing out of __________________________.
classic conflict; frustration
When in conflict, we have ________________. Most people don't understand the full range of choices that are available to them in how they manage a conflict and how, by exercising those choices, they can __________________ conflict toward its productive and constructive outcomes.
Competing, accommodating, and compromising seem quite different from each other. They have one thing in common. Each of them produces only _______ ____________________________ for one or both of the parties.
_______________________ begins when we are willing to look past people's positions to uncover the concerns that underlie those positions.
Why should it matter that we notice what we are feeling from moment to moment? Well, for one, it's a basis for ___________________________, surprisingly. Making decisions we can live with; things we're not going to regret down the road.
It's not that we should throw out the facts. Remember, the amygdala and the prefrontal lobe - that is our ________ and our ________ - they're partners in piloting us through life.
We can change how we __________________, and we can change at any point in life.
The fourth Emotional Intelligence ability is empathy. ____________________ means knowing what someone is feeling without them telling you in words.
People don't tell us in words what they're feeling. They tell us in their tone of voice, facial expression, their movements; all these ____________________________ cues.
Empathy is crucial to getting along with people, and it's the basis of caring and compassion.
One key to handling stress in your life, to handling it better, is giving yourself ways to recover; ways to ______________________ from whatever's upsetting you.
Stress isn't really so much in the things that happen in your life. It's really in how we ______________________________, and we can do something about those reactions.
react to them
For jobs of all kinds, emotional intelligence counts twice as much as IQ and technical skill combined for star performance.
The higher you go in the organization, the __________________________________. At the top levels of leadership, 85% of what sets the "stars" apart from average is Emotional Intelligence.
more it matters
Empathy in the workplace... has to do with the fine art of _____________________.
Social skill is crucial for business success. Business revolves around relationships really, and social skill determines how well we can ___________________________.
This matters for jobs of all kinds. One key social skill is the ability to_____________ ____________________ creatively.
When you start off your statements with the pronoun "You" you may be establishing an______________________.
atmosphere of conflict
The reason why is that the word "___________" can sound accusatory, judgmental and threatening.
By using "I" versus "You" language, you'll find others more likely to pay attention to the __________ of what you said instead of reacting negatively to the _________________ in which you said it.
If you can ____________ the other person's reaction to you, and then incorporate that reaction into your verbal statement to them, you establish rapport and understanding.
By keeping other people's ___________________________ in mind, you are much more likely to gain their cooperation and support. It's the way to be relevant, motivating and compelling to others.
To use the technique of meta-talk successfully, you must ____________________ to the other person. This is the key to mastering this skill.
When using the technique of meta-talk, you pay attention to the other person's communication beyond the actual words they are using. This includes listening for the underlying ____________________ that may not be directly expressed. Then you ____________ on the feelings you observed to the other person. By doing so, you can _______________________ to resolve the situation.
feelings and emotions; comment; dialog
Consequences should never be used as _____________. Threats are aggressive and tend to put the other person down. They are not conducive to creating a positive behavioral change.
Make sure that the consequence you state to the other person is ________________ to the situation. And always try to resolve conflicts with the _______ consequence first.
Good listening is not a passive act. When it is, much of the message that's supposedly being delivered gets lost. Real listening, effective listening, is active listening. And that means getting ________________ involved in the message you're receiving.
mentally and emotionally
Your points will get more a more open and respectful hearing from other people if you've listened to them first.
Understanding or appreciating the feelings of the person with whom you're communicating can often be rather challenging. It requires sensitivity, empathy, and in some cases imagination to project yourself into the_________ ______. Try to think, "How would I feel if I were in that person's shoes?"
other person's situation
When someone in a conversation with you brings up a fact or an idea or an incident that appears on the surface to be irrelevant or disconnected, that should send up a red flag in your mind that should make you wonder, "Why is this person bringing up something that appears unconnected?" Usually, there's some ___________ underlying something that appears disconnected on the surface.
Oral communication is a little like dancing or performing music together or playing a team sport. Everyone has to perform their role with thoughtfulness and skill and sensitivity to those around them if the results are to be ______________________________.
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