Read the summary and the most important questions on Communication in Organizations Basic Skills and Conversation Models | 9781351374910 | Henk T. Van der Molen; Yvonne Gramsbergen-Hoogland

• 1 Regulating skills

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• What is the difference between regulating and assertive skills?

  Regulating skills are skills with which you try to influence the direction and structure of the conversation. It's purpose is to protect the clarity of the conversation.
  
  Assertive skills are skills with which you try to reveal as clearly as possible what one thinks and wants.

• 2 Listening skills

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• What is the purpose of listening skills and what is the difference between selective and non-selective listening skills?

  The purpose of listening skills is to limit your influence on the conversation in such a way the other has all the time to explain and talk and you only respond by paying attention. This way you stimulate your conversation partner and avoid problems that occur when you don't listen well. 
  
  Selective skills are used by the listener to find out and select certain aspects of the conversation that he/she find important. 
  
  Non-selective skills is when you do not choose what you find important in the conversation. However, this is hardly ever used.

• 2.2 Selective listening skills

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• What are the 5 selective listening skills you can use in order to fully understand certain aspects that you find important?

  1. Asking questions 
  2. Paraphrasing content 
  3. Reflection on feelings
  4. Concreteness 
  5. Summarizing

• What are the three types of questions you can ask? And what should you take into account with each type?

  1. Open questions; you might ask questions regarding the topic and that is not related to the topic.
  2. Why questions; consider your tone.
  3. Close-ended questions; is often suggestive, consider the tone and use questions when you need factual and special information.

• What is paraphrasing of content and what are its two functions?

  Paraphrasing content is briefly stating in your own words what the speaker has said. This is based on factual information.
  
  Functions
  1. Listen and check whether you understood it correctly
  2. The speaker experiences understanding.
  
  To avoid confusing their own opinion with what the speaker is saying, you can paraphrase in a questioning way.

• What are reflections and what is its goal?

  Reflections are statements in the interviewer's own words that represent the essence of the interviewee's message. Goal is to show you're trying to understand the speakers' feelings.

• What is concreteness and what are the three ways in which you can achieve this?

  Concreteness is that you let the speaker tell their story as concretely and percisely as possible. Three ways:
  1. By listening and encouraging you can stimulate to give detailed information
  2. More specific information can also be gained by asking open and close-ended questions 
  3. Paraphrasing and detailed descriptions can help to get a clear picture.

• What are the goal and functions of summarizing?

  It's goal is to give structure to the conversation by ordering the main points. 2 functions
  1. Check whether you have understood the speaker correctly
  2. Order different subthemes and vocalize them.

• What is the difference between summarzing and paraphrasing?

  Summarizing covers a long time span in the conversation.

• 3 Sender skills

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• Which 4 factors are important when giving information in a conversation?

  1 Structure
  2 Simplicity of style
  3 Conciseness
  4 Atractiveness