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The Art of Communication for Personal Touch/HELP Volunteers

The Art of Communication for Personal Touch/HELP Volunteers. Dr. Albert Mehrabian Professor Emeritus of Psychology, UCLA. Developed a theory for face-to-face communication. Define communication.

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The Art of Communication for Personal Touch/HELP Volunteers

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  1. The Art of Communicationfor Personal Touch/HELP Volunteers

  2. Dr. Albert MehrabianProfessor Emeritus of Psychology, UCLA • Developed a theory for face-to-face communication

  3. Define communication • Transferring or exchanging information, ideas, or thoughts through verbal and non-verbal communication from my brain to your brain.

  4. 3 Ways of Communicating • Words • Vocals • Non-Verbal/Non-Vocal

  5. Preparing to communicate – pop quiz What's the most effective to communicate your message? Verbal WORDS 7% Vocals WHAT THEY HEAR 38% Non-Verbal/Non-Vocals WHAT THEY SEE 55%

  6. The Communication Cycle Noise Message/ Channel Receiver (decodes message) Sender (encodes message) Noise Feedback/ Response

  7. Barriers to successful communication Verbal • Grammar • Jargon/Technical Terms • Regionalisms

  8. Barriers to successful communication Vocal • Volume • Pace • Tone

  9. Barriers to successful communication Non Verbal/Non Vocal • Facial Expressions • Personal Gestures/Body Language • Cultural Differences

  10. Nonverbal Messages - Recap Provide information May be intentional or unintentional Present in all face-to-face communications Mean different things May contradict verbal message May outweigh verbal message Depends on the total environment May have positive or negative effects

  11. Social versus Therapeutic Communication • Social Communication or Two-way Communications – communication channels that provide for feedback. • Therapeutic Communication or One-way Communications – communication channels that provide no opportunity for feedback.

  12. Therapeutic Communication • Sometimes called effective communication, it is purposeful and goal-oriented, creating a beneficial outcome for the patient/client. Goals of Therapeutic Communication • To obtain or provide information • To develop trust • To show caring • To explore feelings

  13. Some differences between social and therapeutic communication :

  14. The Golden Gift - Silence Let the patient do the talking – YOU are the facilitator!

  15. What “The Patient Said . . .” Exercise Instructions • Jot down how you think YOU would respond to “what the patient said”.

  16. Individual Responses • My daughter hates me. • We didn’t really plan this baby. • Will you pray with me? • I wish my family and I could go on a picnic like we did last 4th of July? • Please stay longer. • 6. I find you very attractive.

  17. Table Responses Would you leave? I’m sick of visiting. Do you know what is really wrong with me? Please don’t tell anyone, but my nurse isn’t very nice – I don’t think she likes me. Why is God punishing me? My family will be relieved when I die. What’s wrong with the patient across the hall?

  18. “You cannot not communicate. Everything you do or say, don’t do or don’t say communicates something.” • - John Woods

  19. Questions?

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