Communication, Listening, and Conflict
Resolution: Key Concepts and Strategies
What are some elements of hearing? - ✔✔It is automatic, biological, and physical
What are some elements of listening? - ✔✔Is mental and active. Is not automatic, biological, or passive.
What are the 5 steps in the listening process? - ✔✔
Hearing
Attending
Understanding
Responding
Remembering
What is the main goal of communication? - ✔✔Convey a message
What are some characteristics of communication? - ✔✔Is constant, simultaneous, and is not linear
(receive it and then speak back and forth)
Is speaking more important than listening? - ✔✔No; though the speaker is more important, listening is
equally as important to listening (equal partnership, back and forth)
Is listening easy? - ✔✔No; you choose to do it, you work on doing it, and it is boring.
Is successful communication the responsibility of the speaker? - ✔✔No; it is an equal responsibility
between the speaker and audience. Speaker must think of audience and audience must listen and ask
questions.
,Do all listener receive the same message? - ✔✔No, each one of us is unique and process messages
differently
What is pseudolistening? - ✔✔Pretending to listen
What is selective listening? - ✔✔Only listen to things of interest/relevance
What is defensive listening? - ✔✔Focusing on ideas/intents that are not there.
What is insulated listening? - ✔✔Choose not to listen to things that we know/expect will upset us
What is fill-in listening? - ✔✔Fill in gaps with what we expect to hear
What is insensitive listening? - ✔✔Failure to recognize thoughts/feelings that aren't directly expressed
by a speaker and instead accepting the speaker's words at face value.
Ex: "How are you?" "Good."
What is self-centered listening? - ✔✔Preparing the next thing we will say while the other person is
talking.
What is a conversational narcissist? - ✔✔Someone who focuses on themselves while the other person is
talking.
What is a stage hog? - ✔✔Someone who wants to be the center of attention by dominating the
conversation.
What is listening? - ✔✔A mental process generated by hearing, giving the sounds meaning to yourself.
What are some aspects of effective listening? - ✔✔1.) Pay attention
2.) Eliminate noise
, 3.) Know listening weak areas (distracted easily)
4.) Understand what type of listening you should be using
What are some factors that make effective listening difficult? - ✔✔Noise, mind wander, interruptions
What are the two types of noise? - ✔✔1.) Physical (next door neighbor cranked up music)
2.) Mental (Lot going on in my mind)
What is mind wander? - ✔✔When the brain wants to be somewhere else. The brain processes way
more words per min than when someone is speaking which causes boredom in the brain.
What is conflict? - ✔✔An expressed struggle between multiple interdependent parties who perceive
incompatible goals, scarce rewards, and interference from the other parties in achieving their goals
What is expressed struggle? - ✔✔Both parties must be aware problem exists (ex: you asked them to
stop)
What are interdependent parties? - ✔✔Those involved are connected somehow (ex: neighbors)
What are the three potential outcomes to conflict? - ✔✔1.) Win-Lose
2.) Lose-Lose
3.) Win-Win
What are the different approaches to conflict? - ✔✔1.) Deferring to other person (I don't care)
2.) Compromise
3.) Competing (Flip a coin)
4.) Cooperation (Resembles compromise)
What is step one of conflict resolution? (Es) - ✔✔Establish communication (Lucy and John agree to meet
at the park)
Resolution: Key Concepts and Strategies
What are some elements of hearing? - ✔✔It is automatic, biological, and physical
What are some elements of listening? - ✔✔Is mental and active. Is not automatic, biological, or passive.
What are the 5 steps in the listening process? - ✔✔
Hearing
Attending
Understanding
Responding
Remembering
What is the main goal of communication? - ✔✔Convey a message
What are some characteristics of communication? - ✔✔Is constant, simultaneous, and is not linear
(receive it and then speak back and forth)
Is speaking more important than listening? - ✔✔No; though the speaker is more important, listening is
equally as important to listening (equal partnership, back and forth)
Is listening easy? - ✔✔No; you choose to do it, you work on doing it, and it is boring.
Is successful communication the responsibility of the speaker? - ✔✔No; it is an equal responsibility
between the speaker and audience. Speaker must think of audience and audience must listen and ask
questions.
,Do all listener receive the same message? - ✔✔No, each one of us is unique and process messages
differently
What is pseudolistening? - ✔✔Pretending to listen
What is selective listening? - ✔✔Only listen to things of interest/relevance
What is defensive listening? - ✔✔Focusing on ideas/intents that are not there.
What is insulated listening? - ✔✔Choose not to listen to things that we know/expect will upset us
What is fill-in listening? - ✔✔Fill in gaps with what we expect to hear
What is insensitive listening? - ✔✔Failure to recognize thoughts/feelings that aren't directly expressed
by a speaker and instead accepting the speaker's words at face value.
Ex: "How are you?" "Good."
What is self-centered listening? - ✔✔Preparing the next thing we will say while the other person is
talking.
What is a conversational narcissist? - ✔✔Someone who focuses on themselves while the other person is
talking.
What is a stage hog? - ✔✔Someone who wants to be the center of attention by dominating the
conversation.
What is listening? - ✔✔A mental process generated by hearing, giving the sounds meaning to yourself.
What are some aspects of effective listening? - ✔✔1.) Pay attention
2.) Eliminate noise
, 3.) Know listening weak areas (distracted easily)
4.) Understand what type of listening you should be using
What are some factors that make effective listening difficult? - ✔✔Noise, mind wander, interruptions
What are the two types of noise? - ✔✔1.) Physical (next door neighbor cranked up music)
2.) Mental (Lot going on in my mind)
What is mind wander? - ✔✔When the brain wants to be somewhere else. The brain processes way
more words per min than when someone is speaking which causes boredom in the brain.
What is conflict? - ✔✔An expressed struggle between multiple interdependent parties who perceive
incompatible goals, scarce rewards, and interference from the other parties in achieving their goals
What is expressed struggle? - ✔✔Both parties must be aware problem exists (ex: you asked them to
stop)
What are interdependent parties? - ✔✔Those involved are connected somehow (ex: neighbors)
What are the three potential outcomes to conflict? - ✔✔1.) Win-Lose
2.) Lose-Lose
3.) Win-Win
What are the different approaches to conflict? - ✔✔1.) Deferring to other person (I don't care)
2.) Compromise
3.) Competing (Flip a coin)
4.) Cooperation (Resembles compromise)
What is step one of conflict resolution? (Es) - ✔✔Establish communication (Lucy and John agree to meet
at the park)
