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COM 102 Final Exam Study Guide Chapter 1. 1. communication- the process through which people use messages to generate meanings within and across contexts, cultures, channels and media. 2. Linear communication model- communication is an activity in which information flows in one direction from a starting point to an end point --Sender-individual who generates the information to be communicated, packages it into a message --Noise- factors in the environment that impede messages from reaching their destination. --Receiver- a peson for whom a message is intended and to whom the message is delivered. Interactive Communication model- views communication as a process involving senders and receivers --feedback- comprises the verbal and nonverbal messages that recipients convey to indicate their reaction to communication. --fields of experience-consist of the beliefs, attitudes, values and experiences that each participant brings to a communication event. Transactional Communication Model- suggests that communication is fundamentally multidirectional. 3. Interpersonal Communication- is a dynamic form of communication between two or more people in which the message exchanged significantly influence their thoughts, emotions, behaviors and relationships. 4. The principles  conveys both content and relationship information  can be intentional or unintentional  Irreversible, dynamic  intertwined with ethicslo 5. needs and goals 6. culture- is the set of beliefs, attitudes, values, and practices shared by a large group of people. 7. Interpersonal Communication Competence-by consistently communicating in appropriate, effective, and ethical ways. --Communication Skills- Repeatable behaviors that enable you to improve the quality of your interpersonal encounters and relationships. CHAPTER 2 1. Self- is an evolving composite of three components  Self Awareness- the ability to step outside yourself  Selft comparison- observing and assigning meaning to others behaviors  Self concept- your overall perception of who you are 2. looking glass theory- labeling yourself 3. Selft-fulfilling prophecies- predictions about future interactions that lead us to behave in ways that ensure the interaction unfolds as we predicted.

4. Self discrepancy theory- is how you compare to two mental standards 5. Source of self- immediate knowledge about your self 6. four attachment styles prevalent in families that are a source of Self  secure attachment- individuals are low on both anxiety and avoidance: they’re comfortable with intimacy and seek close ties with others  preoccupied attachment- adults are high in anxiety and low in avoidence: they desire closeness, but are plagued with fear of rejection.  Dismissive attachment- people with low anxiety but high avoidance  Fearful attachment- adults are high in both attchment anxiety and avoidance. 7. Individualistic culture- you likely were taught that individual goals are more important than group or societal goals Collectivistic culture- you likely were taught the importance of belonging to groups or collectives that look after you in exchange for your loyalty. 8. Self presentation Face- that you want others to see and know Mask- a public self designed to strategically veil your private self 9. To maintain your public self, your communication and behavior must be reinforced by objects and events in the surrounding environments- things over which you have only limited control. 10. Presenting self online 11. social penetration theory- altman and taylor envisioned the self as an “onionskin structure” consisting of sets of layers. 12. The johari window – provides us with a useful alternative metaphor to social penetration Quadrant 1- public area- aspects of your self that you and others are aware of. Includes everything your openly disclose; from music and food preferences to regious beliefs and moral values. Quadrant 2- blind area- facets of your self that are readily apparent to others though your interpersonal communication but that your’re not aware of. Includes strengths that you maynot see in yourself or character flaws that don’t maesh with your self concept. Quadrant 3- hidden area- parts of your self that your’re aware of but that you hide from most others. These include destrcuitve thoughts, impulses, and fantasies, and disturbing life experiences that don’t fit comfortably with your public self or your own self concept. Quadrant 4- unknown area- aspects of your self that you and others aren’t aware of, such as unconsciouss motives and impulses that stongly influence your interpersonal communication and relationships. While you cant gain access to your unknown area through critical self-refection, you can indirectly infer aspects of your unknown area by observing consistent patterns in your own behavior. 13. Self disclosure- revealing private information about your self to others.

CHAPTER 31. Perception- selecting, organizing and interpreting information from our senses, begins with the select info to focus our attention on. 2. Salience- to which particular people or aspects of their communication attract our attention. 3. Punctuation- structuring the information you’ve selected into a chronological sequence that matches how you experienced the order of events. 4. Schemata- mental structures that contain information defining the characteristics of various concepts, as well as how those characteristics of various concepts, as well as how those characteristics are related to each other. 5. Attributions- we create explanations for others or behaviors.  they are answers to the why questions we ask everyday. 6. Fundamental attribution error- the tendency to attribute others behaviors solely to internal cause rather than the social or environmental forces affecting them. 7. Actor observer effect- the tendency of people to make external attributions regarding their own behaviors. Self serving bias- typically take credit for the success by making an internal attribution, a tendency. 8. Uncertainty Reduction Theory- our primary compulsion during initial interactions is to reduce uncertainty about our conversational partners, by gathering enough information about them so their communication becomes predictable and explainable. 9. Influence on perception- a sense of immediacy and directness pervades the perceptual process. 10. The big five- are extraversion, agreeableness, conscientiousness, neuroticism, and openness. The degree wo which a person possess each of the big five traits determines his or her personality. 11. Implicit personality theories- personal beliefs about different types of personalities and the ways in which traits cluster together. 12. Interpersonal impressions- mental pictures of who people are and how we feel about them. 13. Gestalt- a general sense of a person that’s either positive or negative. 14. Algebraic impressions- carefully evaluating each new thing we learn about a person. 15. Stereotyping- a term first coned by journalist walter lippmann to describe overly simplistic interpersonal impressions. Improve perception of others- ability to empathize with those he once despised and to question his own perceptual accuracy reveal two wasy we can improve our perception and interpersonal communication Chapter 4 1. Be able to define emotion. - Emotion – An intense reaction to an event that involves interpreting the meaning

of the event, becoming physiologically aroused, labeling the experience as emotional, attempting to manage our reaction, and communicating this reaction in the form of emotional displays and disclosures. 2. Know the features of an emotion. - Emotion is reactive – triggered by our perception of outside events. (Happy news = Joy - Physiological arousal – increased heart rate, blood pressure, and adrenaline release. “Intense” - Aware of your interpretation and arousal – consciously labeling your emotions. - How we experience and express our emotions – constrained by historical, cultural, relational, and situational norms governing what is and isn’t appropriate while expressing an emotion. - The choices you make regarding emotion management – reflected outward in your verbal and nonverbal displays, in the form of word choices, exclamations or expletives, facial expressions, body posture, and gestures. 3. Understand what emotion-sharing and emotional contagion is - Emotion sharing – disclosing emotions, talking about them, and pondering them. (People share about 75 to 95% of their emotional experiences with at least one other person, usually a spouse, parent, and friend.) - Emotional contagion – when the experience of the sane emotion rapidly spreads from one person to others. Can be positive, like joy over a job promotion with family members. 4. Be able to define feeling and mood and understand the differences between them. - Feeling – short-term emotional reactions to events that generate only limited arousal. (Do not trigger attempts to manage their experience or expression.) - Mood – Low intensity states, such as boredom, contentment, grouchiness, or serenity that are not caused by particular events and typically last longer than feelings or emotions. (Positive or negative) 5. Understand the types of emotions. Know six primary emotions. - Primary – emotions that involve unique and consistent behavioral displays across cultures. - 6 primary emotions – Joy, Surprise, Anger, Disgust, and Sadness, Fear. 6. Understand the forces that shape our emotions. - Culture – Children are taught guidelines for where, when, and how to manage and communicate emotions. - Gender – Women report experiencing more sadness, fear, shame, and guilt than men, whereas men report feeling more anger and other hostile emotions. (Differences in how men and women orient to interpersonal relationships.) - Personality – Exerts a pronounced impact on our emotions 7. Be able to explain what a display rule is. - Display Rule – When people in a given culture agree about which forms of emotion management and communication are socially desirable and appropriate? 8. Be able to define emotional intelligence and emotion management. - Emotional Intelligence – Broader ability to interpret your own and others’

emotions accurately and to use this info to manage emotions, communicate them constructively, and solve relationship problems. (Effectively managing your emotions) -Emotional management – Attempts to influence which emotions you have, when you have them, and how you experience and express them. (Directly influences emotional experience and expression.) 9. Understand and be able to define the strategies for managing emotions. - Managing emotions – modify and control emotions after we become aware of them. - Suppression – inhibiting thoughts, arousal, and outward behavioral displays of emotions. - Venting – Allowing emotions to dominate our thoughts and explosively expressing them. - Preventing Emotions – Prevent unwanted emotions from happening in the first place. - Encounter avoidance – staying away from people, places, or activities that you know will provoke emotions that you don’t want to experience. - Encounter structuring – intentionally avoiding specific topics that you know will provoke unwanted emotion during encounters with others. - Attention focus – intentionally devoting your attention only to aspects of an event or encounter that you know will not provoke an undesired emotion. - Deactivation – systematically desensitizing yourself to emotional experience. (Triggers depression) - Reappraising Your Emotions – Actively changing how you think about the meaning of emotions-eliciting situations so that their emotional impact is changed. 10. Understand how anger and passion are emotional challenges in IPC and how you can manage them competently. - Anger - Negative primary emotion that occurs when you are blocked or interrupted from attaining an important goal by what you see as the improper action of an external agent. The person who cuts in front of you in line, the doorjamb against which you stub your toe, the rainstorm that disrupts and important ballgame. (Driven largely by the perception that the interruption was improper or unfair.) MANAGE ANGER BY SUPPRESSION - Passion – blended emotion, a combination of surprise and joy coupled with a number of positive feelings such as excitement, amazement, and sexual attraction. People who elicit our passion are those who communicate in ways that deviate from what we expect, whom we interpret positively, and whom we perceive as physically pleasing. (Passion stems in large part from surprise, the longer and better you know someone, the less passion you will experience toward that person on a daily basis.) Chapter 5 1. Be able to define listening and explain the five-step process of listening. - Listening - Is a five-step process that involves receiving, attending to, understanding, responding to, and recalling sounds a visual images during interpersonal encounters. - Hearing – vibrations that travel along acoustic nerves to your brain, which

interprets them as your friend’s words and voice tones, - Receiving – Constitute seeing and hearing. -Noise pollution – sound in the surrounding environment that obscures or distracts our attention form auditory input. (Crowds, road and air traffic, construction equipment, music) - Hearing impairment – The restricted ability to receive sound input across the humanly audible frequency range. - Attending - devoting attention to the info you’ve received (WE ONLY HAVE LIMITED CONTROL OVER SALIENCE) - Boosting Attention Level - Develop awareness of your attention level, take note of encounters in which you should listen carefully, consider the optimum level of attention, compare your level of attention, and raise it. - Understanding – Interpreting the meaning of another person’s communication by comparing newly received info against past knowledge - Responding – Communicating their attention and understanding to you. 2. Know what mental bracketing is and how it is important to the attending stage of listening. - Mental Bracketing - Systematically putting aside thoughts that aren’t relevant to the interaction at hand. 3. Be able to explain what short-term and long-term memory are and how they are important to the understanding stage of listening. - Short-term memory – Part of your mind that temporally houses the info while you seek to understand these meanings. - Long-term memory – Part of your mind devoted to permanent info storage. 4. Be able to define feedback and back channel cues. - Feedback – to communicate attention and understanding while others are talking. - Back channel cues - verbal and nonverbal behaviors (nodding 5. Know what paraphrasing is. - Paraphrasing – Summarizing others’ comments after they have finished ( Can cause lapse) 6. Understand how mnemonics and the bizarreness effect have an effect on the recall stage of listening. - Mnemonics – Devices that aid memory - Bizarreness effect - cause us to remember unusual info. More readily than common info. 7. Know the five functions of listening and be able to give an example of a situation where each function of listening would be used. -Listening to Comprehend - Listen to accurately interpret and store the info you receive. (Listening to a co-worker explain how to use software app.) - Listening to Support – Providing comfort to a conversational partner. (Calming your friend down after his girlfriend broke up with him.) - Listening to Appreciate – Simply enjoy the sounds and sights your experience (Listening to your favorite song)

- Listen to Discern – Distinguishing specific sounds from each other (Listening to tone of voice, rather than content. 8. Know the four listening styles and be able to describe each of the four types of listeners. - Listening Styles – Your habitual pattern of listening behaviors, which reflects your attitudes, beliefs, and predispositions regarding listening. - Action-oriented listeners – brief, to the point, and accurate messages from others - Time-oriented listeners – brief and concise encounters. - People-oriented listeners – listening as an opportunity - Content-oriented listeners – Prefer to be intellectually challenged by the message they receive during interpersonal encounters (evaluate details) 9. Know the five types of incompetent listening. - Selective Listening – Taking in only bits and pieces of info. (Difficult t avoid b/c it’s the natural result of fluctuating attention and salience. - Eavesdropping – People intentionally and systematically set up situations so they can listen to private conversations. - Pseudo-listening – behaving as if you’re paying attention though you’re really not. - Aggressive listening – Attend to what others say solely to find an opportunity to attack their conversational partners. (Mocking) - Narcissistic Listening – Self-absorbed listening. Chapter 6 1.Be able to define verbal communication. - Verbal Communication – Exchange of spoken language w/ others during interaction. 2. Know the five fundamental characteristics of language. - Language is Symbolic - Language is governed by rules - Language is Flexible - Language is Cultural 3. Know what constitutive and regulative rules are. - Constitutive Rules – They tell us which words represent which objects. (The word dog refers to Domestic Cane.” - Regulative Rules – Govern how we use language when we verbally communicate. (I before e, except after c.) 4. Be able to define and give an example of a personal idiom. - Personal Idiom – Words and phrases that have unique meanings within their relationship. “Babe” 5. Know what a dialect is. - Dialect – large group of people share creative variations on language rules. 6. Understand the differences between low- and high-context cultures with regards to language. - High-context cultures – listeners share extensive knowledge in common with

them.(people can hint, imply, or suggest meanings and feel confident about being understood. - Low-context cultures - People tend not to presume that listeners share their beliefs attitudes, and values, so they tailor their verbal communications to be informative, clear, and direct. 7. Know the functions of verbal communication. -Sharing Meaning - Shaping thought - Naming - Performing Actions 8. Know what the denotative and connotative meanings of words are. Be able to give an example. - Denotative meaning – Literal meaning of a word (Dictionary) - Connotative meaning – additional understandings of a word meaning based on the situation and knowledge our communication partners share and we. (Implied, suggested, or hinted) 9. Understand what linguistic determinism is. - Linguistic determinism – language quite literally defines the boundaries of our thinking. 10. Know what a speech act is. - Speech Act - The actions that we preform with language are. - Representative – Commits the speaker to the truth of what has been said. (it sure is beautiful day.) - Directive – attempts to get listeners to do things. (Get over here this minute) - Commissive – commits speakers to future actions. (I will always love you, no matter what) - Expressive – Conveys a psychological or emotional state that the speaker is experiencing. (Thank you so much) - Declarative – Produces dramatic, observable effects. (From this point onward, your no longer an employee of this organization. 11. Be able to explain what cooperative verbal communication is. - Cooperative verbal communication – speaking in ways that other can easily understand, using language that is informative, honest, and relevant and clear. Take active ownership[ in what you say “I”, make others feel included “we” 12. Be able to explain the Cooperative Principle. - Cooperative Principle – Making our conversational contributions as informative, honest, relevant, and clear as is required. 13. Be able to explain communication accommodation theory. - Communication accommodation theory – people are especially motivated to adapt their language when they seek social approval, wish to establish relationships with others, and when they view other language usage as appropriate. 14. Know what the barriers to cooperative verbal communication are. - Deception – People deliberately use uninformative, untruthful, irrelevant, or

vague language for the purpose of misleading others. - Misunderstanding - When one per...