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Talking Business

Test 2 Chapter 6

QuestionAnswer
Problem Orientation Sense of togetherness ("We have a problem")
Spontaneity Genuine communication with honesty and openess
Empathy communicates respect/understanding (Asks "how should I feel?")
Equality Sense of value and mutual respect regardless of power, status or position
Provisionism Refers to an open-minded view of new ideas, trying new behaviors and seeking new solutions
Control Often conflict where one expects the other to conform
Strategy Involves manipulation, tricks or a planned script
Neutrality Expresses lack of concern with detached impersonal tone, self centeredness
Certainty Characterized by closed-minded, know-it-all view of the world with no need for changes
Superiority Involves looking down on others, creating feelings of inadequacy, fault or failure
Assertiveness VS Aggression Assertive - Stating thoughts/feelings/wants directly, honestly and respectively Aggressive - Stating thoughts, feelings/wants directly and honestly, but disrespectfully
Non-Assertiveness 1. Respects others while stating thoughts 2. Avoid conflict, easy to please 3. cant get needs met, may become resentful
4 Part Assertion Message 1. Behavior Description 2. Feeling Message 3. Consequence Statement 4. Request Statement
Behavior Description Description of the behavior causing the problem
Feeling Messages Statements of feelings in response to behavior
Consequence Statement Identification of tangible consequences
Request Statement Statement of request as a possible solution
Created by: 100001382656563
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