Description
active listening – A nonjudgemental communication technique that focuses not only on understanding the content of what is being said but also on the underlying emotions and feelings coveyed by the sender. Active listeners concentrate fully on what is being said and pay attention to the client’s nonverbal cues.
Assertiveness – A style of communication in which thoughts and feelings are expressed positively and directly, without offending others.
body language – An important part of nonverbal communication that can reveal a person’s physical, mental, or emotion state through powerful messages such as gestures, postures, and facial expressions
Closed question – Questions that are structured so that the response can be restricted to one word such as yes or no or to a few words
defense mechanisms – A subconscious practice intended to either delay—or avoid altogether—uncomfortable feelings such as anxiety, guilt, stress, or embarrassment. These practices include denial, displacement, fantasizing, projection, rationalization, regression, repression, suppression, passive-aggressiveness, and submissiveness
Denial – An unwillingness to accept the truth or a certain reality
Displacement – A transfer of feelings (usually of anger) onto another person or item instead of onto the person who is the source of the anger
electronic communication – The transfer of information through electronic media
empathetic listening – A nonjudgmental technique that requires the listener to be attentive to the sender’s feelings
Fantasizing – daydreaming as an escape instead of dealing with reality
Focusing – Limiting the conversation to a certain topic
Interpersonal communication – the exchange of information between two or more people, usually face to face
nonverbal communication – Messages sent without words
Open-ended questions – Questions that invite a person to share thoughts, feelings, or ideas.
Paraphrasing – Restating someone’s message in one’s own words
passive-aggressiveness – The practice of expressing negative emotions, resentment, or anger toward others through passive, indirect ways (such as through procrastination or manipulation) instead of by verbalizing feelings in an assertive manner.
Projection – Blaming someone else for one’s own behaviour
Rationalization – Justifying a behaviour or action by explaining it as being less harmful or hurtful than it really is
Regression – A return to an earlier or less developmental stage as a way to escape from stress
Repression – The involuntary action of blocking painful memories from the conscious mind
Social Media – Websites and applications through which users create virtual communities or networks to share information, ideas, personal messages, and other content
submissiveness – a show of obedience, meekness, and compliance in the face of conflict or a difference of opinion, instead of assertiveness
Suppression – A conscious refusal to acknowledge a painful or upsetting situation
Verbal communication – Messages sent through the spoken word
Workplace etiquette – professional, ethical, friendly, and respectful behaviour toward all staff and co-workers at all times
patronizing – treating
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