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25 Cards in this Set
- Front
- Back
4 reasons why we communicate
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physical needs, identity needs, social needs, practical needs
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5 principles of communication
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transactional, intentional and unintentional, content and relational element, irreversible, unrepeatable
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3 misconceptions of communication
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not a natural ability, more is not always better, not all communication seeks understanding
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Ford's 2 patterns of customer service based communication
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service encounter
service relationship |
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Spitzberg: communication competence
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the ability to be effective and appropriate
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7 traits of competent communicators
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able to adapt, large repertoire of skills, ability to perform skillfully, involvement, empathy/perspective taking, cognitive complexity, self-monitoring
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individualistic cultures
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Individualist cultures, such as those of the United States and Western Europe, emphasize personal achievement at the expense of group goals, resulting in a strong sense of competition.
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collectivistic cultures
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Collectivist cultures, such as those of China, Korea, and Japan, emphasize family and work group goals.
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high context cultures
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many things are left unsaid, letting the culture explain. Words and word choice become very important in communication, since a few words can communicate a complex message very effectively to an in-group (but less effectively outside that group)
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low context cultures
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make much less extensive use of such similar experiences and expectations to communicate. Much more is explained through words or verbalization, instead of the context.
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high power distance
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larger differences exist between people based on power
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low power distance
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power differences between people are downplayed and power is distributed evenly
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uncertainty avoidance
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the degree to which members of a culture feel threatened by ambiguous situations and how much they try to avoid them
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achievement cultures
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place high value on material success / masculine
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nurturing cultures
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place high value on relational support / feminine
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culture
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the language, values, beliefs, traditions and customs people share and learn
ex: Catholic faith |
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co-culture
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a group that is part of an encompassing culture
ex: age,sex |
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ethnocentrism
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the belief that your culture is superior to others / can be cultural or co-cultural
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verbal codes
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language, verbal communication styles
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nonverbal codes
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nonverbal behaviors
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self-concept
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the perceptions you hold of yourself
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self-esteem
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our level of self-worth
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reflected appraissal
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perceptions of judgements from those around us / significant others provide special influence
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social comparison
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evaluating ourselves in terms of how we compare to others
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characteristics of self-concept
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subjective, flexible, resistant to change
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