Communication

active listening, giving/receiving feedback, non-verbal communication styles, communication styles in general, body language, dealing with conflict

3 parts of verbal communication

words, tone of voice, body language

how to achieve active listening (6 things)

• avoid distractions

• make eye contact

• visualize

• use positive statements

• clarify

• reflect

we can think ___x faster than the other person is speaking

4-5

active listening requires what 3 things always

restatement, reflection, clarification

ensure feedback is __________

balanced

as PTs feedback is verbal, _______, and uses __________

manual; demonstration

4 important things when accepting feedback

1. take time to sort out what you heard

2. summarize what you heard

3. be willing to share your feelings

4. ask for help

5 steps to achieve effective listening

1. listen to understand, not to respond

2. listen twice as much as you speak

3. allow the speaker to finish their thoughts

4. maintain eye contact

5. ask questions

name the 3 communication styles

1. passive

2. assertive

3. aggressive

passive communication

puts the rights of others before your own, minimizing your own self worth

overly soft, apologetic, tentative voice

assertive communication

communicating in a way in which you stand up or your rights while being respectful of others

“I” statements, firm voice

aggressive communication

communicating in a way in which you stand up for yourself, but you violate the rights of others

“you” statements, loud voice

2 basic behavioral dimensions of conflict

assertiveness and cooperativeness

assertiveness in conflict

extent to which the individual attempts to satisfy their own concerns

cooperativeness

extent to which the individual attempts to satisfy the other person’s concerns

5 conflict handling modes

competing, collaborating, compromosing, avoiding, accomodating

assertive and uncooperative way of handling conflict

competing

assertive and cooperative way of handling conflict

collaborating

passive and uncooperative way of handling conflict

avoiding

passive and cooperative way of handling conflict

accommodating

middle ground way of handling conflict

compromise

3 steps of dealing with conflict

1. analyze

2. communicate

3. collaborate

analyzing

• determining conflict style

• of the battle worth fighting

• determining root cause

• expressing views in terms of needs and goals, not solutions

• summarizes points of agreement and ensures all issues are on the table