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Flashcards

Chapters 7 and 8

Penny-Ann Lupton Paralegal Reports ACT Year 12 Certificate English 17 cards

Cards in this deck (17)

  1. 1List 6 barriers to effective communication1. Psychological factors
    2. Attitude barriers
    3. Physiological factors
    4. Cognitive barriers
    5.Linguistic ability/language differences
    6.Presentation of information/word choice
  2. 2Psychological factors 3pts-mindset differs subject to STRESS, anxiety, and their ability to concentrate/comprehend.
    - Eg stressed= may be too preoccupied by personal issues and not open message.
    -eg angry=may say things wouldn't normally
  3. 3Attitude barriers 2 pts-Messages can be distorted by people's past experiences, PREUDICE, and biases. -Eg. person may DISLIKE another person and that opinion could make them inclined not to listen to what they say.
  4. 4Physiological factors 2 pts-Poor HEALTH, impaired VISION, and impaired HEARING, as well as hunger, stress, and fatigue, interferes with communication.
    -Eg. If a person has a hearing impairment may not hear everything
  5. 5Cognitive barriers 3pts-unable to comprehend message for reasons like COGNITIVE limitations that may result from mental health issues, cognitive/intellectual disabilities etc.
    -difference in intellectual MATURITY.
    -Eg. person must change way they communicate to child as opposed to adult because level of understanding
  6. 6Linguistic ability/language differences 3pts-English not first language; receiver of message may not be equipped to understand
    - Eg. could misunderstand words/phrases unfamiliar with
    -cultural barriers.
  7. 7Presentation of information/word choice 2pts- Incomplete/unorganized thoughts & poor/UNCLEAR word choice can make comprehension difficult.
    - Eg. person misunderstands meaning of word & uses it incorrectly could be misconstrued by other person.
  8. 8For a message to be correctly understood, the _____ and the _____of the message must have the same meaning for the sender and the receiver.words and intent
  9. 9Passive listening v active listening 5 pts-passive is opposite of active listening
    -listening without concentrating/actively participating in conversation.
    -listening without listening.
    -active is paying attention to conversation, not interrupting, engaging in conversation
    -responding appropriately, and concentrating on what is being said.
  10. 10communication techniques 4 ptsparaphrasing
    clarification
    open-ended questions
    direct questions
  11. 11Elements of the communication cycle 5ptsDefining-purpose
    Encoding-choosing most effective means
    Conveying the message-barriers
    Receiving (decoding)-listen, open mind etc
    Responding
  12. 12non verbal cuesarms crossed, tone (sarcastic, impatient, humorous etc), eye contact, facial expressions, posture fidgeting or repetitive movements, darting eyes, tentative gestures, leaning or turning away from a person, attention elsewhere, drumming fingers, short sighs, sudden gestures, sitting or standing with arms crossed or standing with hands on hips
  13. 13What should you remember when interpreting non-verbal cues? 3 pts-remember individuals may not always be aware of their expressions from moment to moment.
    -you may misinterpret non-verbal cues
    -be aware of potential for miscommunication
  14. 14The advantages of email include: 5 pts-immediate delivery of information
    -Follow-up info back and forth quickly,
    -same message sent to multiple people at same time.
    -record automatically created.
    -easy to use, cheap, and reduces paper.
  15. 15The disadvantages of email include: 8 pts-Can't see writer or non-verbal cues -makes it difficult for recipient to fully understand writer's intent.
    -easily misinterpreted,
    -not readily available to everyone.
    -forwarded inadvertently to others without knowledge of writer.
    -potential security/privacy issue
    -find out how to permanently delete files.
    -can easily transmit computer viruses.
  16. 16Anatomy of a Letter 14 pts-letterhead
    -special notations
    -date line
    -inside address
    -attention line
    -salutation
    -subject line
    -file number
    -body
    -complimentary closing
    -signature
    -reference initials
    -enclosures
    -copies/blind copies
  17. 17Special mailing 3 pts-Used if delivered by alternate method to mail
    -BY HAND AND MAIL
    -BY FAX AND MAIL

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Description
ACT Year 12 Certificate Paralegal Reports Flashcards on Chapters 7 and 8, created by Penny-Ann Lupton on 02/06/2015.
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