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Final Exam Review for Behavioral Science Chapters: 10, 11, 13, 14 and 15 Chapter 10 1.

Listening- Empathetic listening Shows interest; clears up misunderstanding right away; eliminates prejudice or negative assumptions Minimal encourager shows the speaker your listening, continue to speak Paraphrasing shows you understood, gives a chance to clarify Reflection of feeling understand the emotion, deepn the conversation; assist in validation Reflection of meaning understand the message behind words - Difference between hearing & listening (inactive vs active) - 5 Steps > reception intake process > attention blocking out other stuff >perception connections made other other information in brain >assignment of meaning dividin info into cat. For long-term meory >response - replay - Common Barriers Sympathy wor I would have a hard time dealing with Suggestions if I were in your sit. Stories I once experience Mind readers, rehearser, filter, dreamer, identifier, derailer/sparer, placater 2. Feedback- Giving Be clear and specific, be timely, critique only changeable aspects, approach without judgement, supportive; Tone and posture, allowing time; youer personal reaction - Receiving Do not act emotionally, collaborate on solution, be open 3. Assertive vs. Aggressive Assertive ability ot honestly express your opinions, feelings, attitues, and rights without undue anxiety and in a way that does not infringe upon the rights of others. - Techniques Empathy/validation Offer explaintion of problems Precise resolutions - Advantages vs. Disadvantages Repetition, smokescreen, content to process shift, assertive inquiery, diffusing

Chapter 11 1. What is Diversity? - How does the media, your culture and the government promote/not promote diversity? 2. Know and understand the following terms: - Ethnocentrism global narcissism, superiority because of one culture, emotional attitude that ones nation or culture is superior - Racism presumption of the inferiority of others, draws on visible, physical differences - Altruism unselfish concern for the welfare of others - Narcissism - absorbed with oneself; sense of entitlement - Entitlement all needs should/deserve to be met Chapter 13 1. Social Competence 2. What things you consider when conveying a message? - misinterpretation, non-verbal cues and tone not matching words -sender, credibility; audience- do they understand you?, message, channel (verbal written), feedback signs of comprehension 3. Neuro-Linguistic Programming People respond to: 7% words; 38% tone; 44% bodylanguage 93% has nothing to do with what were saying About recognizing patterns; process focused rather than content; Nlp provides a model of how we communicate with ourselves and others 4. Keys to Successful Communication > mirroring; paraphrasing > validating; appreciating > empathizing identifying with feelings Chapter 14 1. Techniques to deal with Group Conflict a. Lack of direction, allocation (lack of resources)

b. Verdict actual decision making process c. Conduct not everyone behaves d. Conflict: i. Never ignore, set team goals, check your ego at the door ii. Learn the difference between aggressive and assertive iii. Communicate! 2. Group Dynamics 90% reasonable, 9% difficult 1% impossible - Advantages vs. Disadvantages Advantage: more ideas; input; division of work; risky-shift phenomenon Dis: time consuming; loss of individuality; group think 2. Leadership qualities a. Vision, creation, passion b. Appreciation for challenge c. Diligence d. Admiration of peers e. Charisma 3. Leadership styles a. Authoritarian accordance with leader goals b. Democratic accordance with group goals c. Laissez-faire accordance w/ indidivudal goals 4. Lewin, Lippitt & White Study. a. Study on group styles in children; found that democratic was most succesfull. 5. Basic competencies of leadship: a. Self-awareness, self-management, social awareness, relationship management i. Inspiration, influence, developing others, change catalyst, conflict mangagement, teamwork and collaboration Group members: Aggressor attacks; blocker negative feedback; recognition seeker demands attention; playboy group time for entertaining and amusing; dominator attemps to assume command Chapter 15 1. Know the Developmental Stages of Groups a. Forming joining, welcoming, understanding intent, building relationships b. Storming airing dissatisfaction, navigationg conflict, evalu leadership, evalu member roads c. Norming setting expectations, styles, learning leadership, member roles, establishing goals and procedures d. Performing proper functioning, conflict is opportunity e. Adjourning placing closure on performance, achieving closure in relatioships, preparing for new responsibilities. 2. Great groups: a. A shared dream b. Communal spirit c. Untouchability protection from interference d. Real or imagine dopposition e. Perception as the underdog f. Personal investment g. Powerful leadership h. Elite composition i. Youthfulness j. Product 3.

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