Verbal & Non-Verbal Communication Active & Passive Listening

2. Verbal & Non-Verbal Communication Active & Passive Listening

4. What is Communication? • Two-way process of reaching mutual understanding, in which participants not only exchange (encode-decode) information but also create and share meaning. • "sending, giving, or exchanging information and ideas.

5. Communication requires a sender, a message, and an intended recipient.

6. THINK ARTICULATE COMMUNICATE INFLUENCE

7. FEEDBACK

8. DESIRED ACTION

9. Sender Receiver Message

10. Listening • Patients appreciate & respond positively to the doctor who listens carefully; • Active or effective listening is the most difficult skills to acquire.

11. Hearing & Listening • Hearing is noting that someone is speaking, just one stage of listening. • Listening, is making sense of what is heard and requires to constantly pay attention, interpret, and remember what is heard. • Hearing is passive; listening is active.

12. Important of Listening:- • 80 % TOP EXECUTIVES BELIVES IT AS MOST IMPORTANT SKILL • STRENGTHENS ORGANIZATIONAL RELATIONSHIPS • CREATES OPPORTUNITIES OF INNOVATION

13. “The main remarks made by patients in the PHC centers in Riyadh was that: “physicians were not listening enough to their complaints.” ( Saeed 2001)

14. Ways to improve listening: • 1. Make Eye Contact • 2. Use Affirmative Nods and Appropriate Facial Expressions • 3. Avoid Distracting Actions or Gestures • 4. Ask Questions • 5.Taking notes;

15. Ways to improve listening 6. Asking the speaker to repeat or clarify; 7. Paraphrase 8. Do Not Talk Too Much 9. Summarising

16. ACTIVE LISTENING • AVOID OR TURN OFF ANY BIASES OR FILTERS TO TRUALY HEAR & UNDERSTAND THE SPEAKERS MESSAGE • ENCOURAGE SPEAKERS WITH POSITIVE BODY LAUNGUAGE • Passive Listening??

17. ACTIVE LISTENING • LISTENING/RECEIVING / RESPONDING • PHYSICALLY HEARING THE MESSAGE & ACKNOWLEDGING IT

18. Key Features of Active Listening: • Gathering & retaining the information; • Understanding the implications to the patient; • Responding to verbal & non-verbal cues; • Pay attention & try to understand.

19. ACTIVE LISTENING…(cntd…) 3. Use Non-verbal Communication: • Smile, • Gestures, • Eye contact, • Your posture.

20. ACTIVE LISTENING…(cntd…) 4. Give Feedback • Remember that what someone says and what we hear can be amazingly different. • Repeat back or summarize to ensure that you understand. • Restate what you think you heard and ask, "Have I understood you correctly?"

21. Techniques to improve listening skills SUMMARIZE Pull together the main points of a speaker PARAPHRASE Restate what was said in your own words QUESTION Challenge speaker to think further, clarifying both your and their understanding

22. Techniques to improve listening skills • Facilitation; • Clarification; • Reflection; • Helping the patient to be relevant; • Silence; • Signposting • Summarising.

23. Paraphrasing is simply restating what another person has said in your own words. Use phrases such as: In other words… I gather that… If I understand what you are saying… What I hear you saying is… Pardon my interruption, but let me see if I understand you correctly… Practice Paraphrasing

24. Demonstrating Active Listening • Appropriate use of eye contact; • Posture ( sitting forwards facing the patient); • Nodding your head & saying “ hum – go on. • Asking questions directly related to the patient’s last statement.

25. Task 1 • Demonstration of active and passive listening in 2 different topics discussion.

27. Non-verbal Communication: ACTIONS SPEAK LOUDER THAN WORDS!!!

28. Non-verbal Communication DEFINITION: • Non verbal communication is the message or response not expressed or send in words, hints, suggestions or indications.

29. Non-Verbal Communication 55% Face and body: non-verbal communication or face and body language. 38% voice dynamics: tone + inflection + volume + accent + non-word sounds; and...

30. Non- Verbal Communication • Visual: expression, eye contact, eye movement • Listening: carefully, actively, memory • Kinesthetic: Posture, distance, mobility, muscle tone, hand movement, etc

31. NONVERBAL COMMUNICATION • FACIAL EXPRESSIONS • Eyes Contact. • GESTURES • POSTURES • BODY MOVEMENTS • SMILE AND TOUCH • VOICE AND SOUNDS • VOLUME • PITCH/TONE • SILENCE

32. RECOGNIZING NON VERBAL COMMUNICATION • PERSONAL APPREARENCE • TOUCH • TIME & SPACE

33. Example of body language • Folded arms and leg crossed away from you: • Rejection • Tapping fingers: • Impatience • Avoiding eye contact: • Untrustworthy

34. Eye Contact • Eyes are the windows of soul.

36. Touch • Express emotions, tenderness, love & anger; • Can convey concern empathy; • Can have a therapeutic effect; • Must be used appropriately; • If you feel uncomfortable about touching, don't do.

37. Task 2

38. شكــــــراً THANKS