PART I INTERPERSONAL COMMUNICATION

1. PART IINTERPERSONAL COMMUNICATION

2. Interpersonal Communication Act of transmitting information, thought, opinions, or feelings, through speech, signs, or actions, from a source to a receiver. 2

3. Communication is used to: • Advocate (persuade a client of the benefits of the behavior). • Educate (provide specific TB information). • Counsel (assist client in making an informed decision). 3

4. Counseling Confidential dialogue between a medical provider and a clientthat helps a client to define his/her feelings, cope with stress, and to make informed decisions regarding treatment. 3

5. Characteristics of Effective Counseling: • Client-centered (two experts in the room) • Interactive • Private and confidential • Individualized 4

6. Tools for Effective Counseling: • Communication skills • Technical information • Understanding the stages of the counseling process 5

7. Objectives of TB counseling: • Prevention of TB transmission. • Provision of emotional support to TB clients. • Motivation of TB clients to complete treatment. • Helping clientsmake their own informed decisions about their behavior and supporting them in carrying out their decisions. 6

8. Types of Communication: Advocacy: Persuade a client of the benefits of the behavior Education: Provide specific TB information Counseling:Assist client in making an informed decision regarding TB 7

9. Key Elements of Communication Process: • Message • Source • Channel • Receiver • Effect • Feedback 8

10. Communication Process Message Sender Filter (Interpretation) Receiver Feedback

11. Effective communication requires: • The message to be: • Clear and concise • Accurate • Relevant to the needs of the receiver • Timely • Meaningful • Applicable to the situation 10

12. Effective communication requires: • The sender to: • Know the subject well. • Be interested in the subject. • Know the audience members and establish a rapport with them. • Speak at the level of the receiver. 11

13. Effective communication requires: • The channel to be: • Appropriate • Accessible • Affordable • Appealing 12

14. Effective communication requires: • The receiver to: • Be aware, interested, and willing to accept the message. • Listen attentively. • Understand the value of the message. • Provide feedback. 13

15. Effective communication: • Begins with a recognition that not everyone experiences the world in the same way and that others’ views may be as correct – perhaps even more correct – than our own. • Is learned. 14

16. Effective Communication Skills: • An understanding of one's own values and willingness to withhold judgment about the other people’s values. • Skills in verbal and nonverbal communication. • Ability to show empathy and encourage others. • Skills in asking questions and listening. 15

17. Effective communication skills: (continued) • Ability to paraphrase and summarize the concerns of individuals and the community. • Ability to observe and interpret behavior of other people. • Ability to use language that other people understand. • Skills to effectively use support materials. 16

18. An effective verbal communicator: Clarifies Listens Encourages empathically Acknowledges Restates/repeats 17

19. Nonverbal Signals: • Express attitude. • Are difficult to control. • Are interpreted subconsciously and establish emotional background for communication. 18

20. Personal Values and Attitudes: • Our perceptions, beliefs, and values shape our attitudes. • Perceptions cannot be correct or incorrect. They are unique for each individual. 19

21. Personal Values and Attitudes:(continued) • Being aware of your personal beliefs and how they affect others will help you to treat others in a respectful and nonjudgmental manner. • How we communicate our beliefs and attitudes (both verbally and nonverbally) is an important aspect of our interactions with people. 20

22. Perceptions Are Motivated by: • Past experiences • Emotional condition • Personal imagination • Culture • Age and gender • Education 21

26. Reasons forRumors and Misinformation • Result from transmission of incomplete facts or exchange of information. • People hear selectively, based on their values, interests, etc. 25

27. Counteraction of Rumors and Misinformation • As many people as possible should hear the correct message directly from the expert. • To counteract rumors effectively, medical providers need to understand the cause of the rumor. • Printed materials are important. 26

28. Verbal 10% of information Nonverbal– gestures, body posture, tone and timbre of voice, eye contact, etc. 90% of information Types of Communication: 27

29. Good Body Language: • Making eye contact • Leaning towards • Smiling • Nodding 28

30. Bad Body Language: • No eye contact • Poor posture, leaning away • Angry or bored expression • Shuffling papers • Looking at watch 29

31. Nonverbal Clues to a Client’s Feelings: • Gestures of Impatience: • Drumming one’s fingers on the table or tapping with something. • Fidgeting in the seat, swinging one’s leg. • Examining one’s watch. • Looking “past" you. 30

32. Nonverbal Clues to a Client’s Feelings: • Gestures of Emotional Discomfort: • Collecting nonexistent fibers. • Shaking off one’s clothing. • Scratching one’s neck. • Taking off and putting on a ring. 31

33. Nonverbal Clues to a Client’s Feelings: • Gestures of Authority : • Forefinger directed at you. • Highly cocked chin. • Posture “hands on hips." 32

34. Nonverbal Clues to a Client’s Feelings: • Gestures of Lie: • Touchinghis face with his hand–as if he is “covering up" his mouthwith his palmor rubbing his nose. • Avoiding eye contact. 33