Chapters 7 - 10 Key Terms Worksheet

Making sense of others’ spoken messages
Reacting to others’ messages automatically, without much mental investment
Giving careful and thoughtful attention and responses to the messages we receive
The process of filtering out some messages and focusing on others
Occurs when sense is made of a message
Giving observable feedback to a speaker
The ability to recall information
Listening style in which receivers respond only to the messages that interest them
A response style in which the receiver perceives a speaker’s comments as an attack
Using silences and brief statements of encouragement to draw out a speaker
Style of helping in which the receiver seeks additional information from the sender to be sure the speaker’s thoughts and feelings are being received accurately
Questions that call for a specific or yes/no response
Questions that allow the respondent to answer in a variety of ways and to include a great deal of description and detail
Repeating a speaker’s thoughts and/or feelings in the listener’s own words
The attempt to protect a presenting image a person believes is being attacked
Ability to project oneself onto another person’s point of view so as to experience the other’s thoughts and feelings
An expressed struggle between at least two interdependent par- ties who perceive incompatible goals, scarce resources, and interference from the other party in achieving their goals.
A lose–lose conflict style in which the parties ignore the problem at hand.
A win–lose conflict style in which the communicator submits to a situation rather than attempting to have his or her needs met.
A win–lose approach to conflicts that seeks to resolve them in one’s own way.
An approach to conflict resolution in which both parties attain at least part of what they wanted through self-sacrifice.
A conflict management style that seeks win–win solutions.