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Learning Objectives:

Learning Objectives:. Differentiate between verbal and non-verbal communication. List three verbal barriers to communication. Describe five active listening techniques. List five listening barriers to communication.

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Learning Objectives:

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  1. Learning Objectives: • Differentiate between verbal and non-verbal communication. • List three verbal barriers to communication. • Describe five active listening techniques. • List five listening barriers to communication. • Identify the four personal space zones one needs to consider when communicating.

  2. Learning Objectives: • List two elements that can influence your personal relationships. • Demonstrate the ability to utilize reflection, re-statement and clarification techniques correctly when communicating. • Identify five benefits the patient receives when the health care provider has good communication skills.

  3. Communication- sending messages http://turanchox.com/wp-content/uploads/vector-communication-banners-0.jpg

  4. Using “I” statements Important in verbal communication because: • Most honest and direct • Allows you to be more confident • Accept responsibility for your statements • Admit true feelings – no hiding

  5. Examples of “I” statements • “I am sorry about being late for class.” • “I really like that suit.” • “I get frustrated when students are talking while I am trying to teach a class.” • “I forgot to set my alarm last night.”

  6. Questions • Can be manipulative = “hook someone” • Sometimes not seeking info. (hiding a feeling) • Powerful way to control communication • Hidden accusations • Phony ? Gets a phony answer • Muddles up communication • Forces us to guess what they mean by the question

  7. Examples of troublesomeQuestions • “What do you want me to do about it?” • “Can’t you do better than that?” • “Do you really expect me to believe that?”

  8. Anger • Can be a way of hiding hurt feelings • Can disguise the truth • Can decrease chance of an honest communication • It is a legitimate feeling • Best to simply state your feelings “ I feel _____ when ________ because ______________.

  9. Examples of angry statements: • “I hate you.” • “You have a lot of nerve missing your curfew.” • “Why can’t you ever be on time?” • Be aware of: • Tone of voice (sarcasm, attitude) • Pitch - high or low • Noises, clearing throat, expressions: “you know what I mean.”

  10. Peace Phrases to use • You look like a responsible (reasonable) person. • I appreciate you doing what we asked. • Excuse me, can we chat? • For your safety and mine, can you…? • Could I ask you to…? • Would you help me out with…? • Can you work with me on…? • Help me to help you

  11. VERBAL BARRIERS

  12. Verbal barriers What stops you from understanding the speaker? 1. Talking too fast • Wastes time • Increases errors • Increase in misunderstandings

  13. Verbal Barriers 2. Improper sentence structure Example: A patient that is recovering from a heart attack is ready to go home. The patient asks how much he should exercise. Your response is “all you can, twice a day.” Does this mean he should exercise twice a day till he exceeds his limit? We don’t really know by that sentence do we??

  14. Verbal Barriers • Poor choice of words – no tact Example: Teacher makes a remark that a student is “ignorant.” Teacher should have said “you need more practice with school work.”

  15. Verbal Barriers 4. Disorganized thoughts • Think about what you want to say first. • Disorganized thoughts are dangerous in hospital life and death situations. Important to be clear and concise with the information you are providing other health care providers. Disorganized thoughts can lead to confusion about what is really happening to the patient.

  16. Verbal Barriers 5. Generalizations • “All women are bossy.” • “All teenagers are troublemakers.” 6. Inappropriate language level • Use of medical terminology with people who do not know what the terms mean.

  17. VERBAL BARRIERS • Empty Words • “I am sick.” The statement doesn’t mean much. Need to describe how you’re sick!

  18. “I” Statement Practice http://www.humbleisd.net/ofe/lib/ofe/Communication.jpg http://www.google.com/imgres?

  19. Practice using “I” statements Change each statement into “I” statements. Try not to use the word “YOU” when rewriting the sentence. #1.You really shouldn’t smoke so much. Incorrect: “I don’t think you should smoke so much.” Better: “ I feel afraid when someone I care about smokes.”

  20. Practice “I” statements: #2. “You just can’t trust people anymore.” “I just don’t trust people anymore.” #3. “That suit looks great on you.” “I like that suit.”

  21. Practice “I” statements: #4.Can’t you do something better with your time than watch TV?” “Instead of watching TV, I want time spent on homework.”

  22. Practice “I” statements: #5. “I think you should stay in your house a few more years.” “I feel sad that my friend is moving away.”

  23. Communication Receiving messages

  24. Listening is an ACTIVE Process!

  25. Hearing (FYI) • Hearing just means listening enough to catch what the speaker is saying. For example: You are listening to a report on zebras, the speaker mentioned that no two are alike. If you can repeat the fact, then you have heard what has been said.

  26. HEARING (FYI) • Understanding is the next part of listening. This happens when you take what you have heard and understand it in your own way. For example: When you hear that no two zebras are alike, you may think about what that might mean. You might think, maybe this means that the pattern of stripes is different for each zebra. NOW YOU NOT ONLY HEARD BUT YOU WERE LISTENING 

  27. Listening is one of the MOST important health professional skills. FYI: • Most speakers speak at about 125 words/ minute. • Listeners need 4 x as much time to take the message into thought, process it, and relate it to their own experience and learn. • The desire to be listened to is strong and begins when we are infants.

  28. Good Listening skills lead to trust and build credibility (FYI) • You will spend more time using your listening skills than any other kind of skill. • Like other skills …..Listening takes practice!

  29. Begin Note–taking ….

  30. STYLES OF LISTENERS: 1. General, Commander • Gives orders • Commands threats or warning • Examples: • Teacher • Boss • Parent

  31. STYLES OF LISTENERS: 2. Advisor - Gives advice, Suggests solutions

  32. STYLES OF LISTENERS: 3. Sympathizer– Gives a crutch

  33. STYLES OF LISTENERS: 4. Judge – interested in who’s at fault or who is to blame.

  34. ?????????????????????????????????????????STYLES OF LISTENERS: 5. Detective– Asks many questions

  35. STYLES OF LISTENERS: 6. Psychiatrist – Asks questions but tends to look for a psychological reason for behavior. http://www.google.com/images?q=Psychiatrist&hl=en&rls=com.microsoft:en-us&prmd=ivmc&source=lnms&tbs=isch:1&ei=tkOvTJeiKYnSsAO73qC8DA&sa=X&oi=mode_link&ct=mode&ved=0CBQQ_AU&biw=1259&bih=567&safe=active

  36. Tips for being a good “active” listener • Give your full attention on the speaker. • Make sure your mind is focused – do not let your mind wander. • Listen to the speaker not the distractions. • Let the speaker finish before you begin to talk. • Let yourself finish listening before you begin to speak! You cannot really listen if you are busy thinking about what you want to say next.

  37. Tips for being a good “active” listener • Make sure message is complete – feedback – reflecting • Avoid judging • Ask questions • Avoid giving advice • Encourage person to find their own solutions • Give speaker time to think – allow for silences

  38. Remember, you listen with YOUR FACE as well as YOUR EARS!

  39. Show you are a good listener… • Look directly at the speaker – good eye contact. • Nod to show that you understand. • At appropriate times, you may smile, frown, laugh, or be silent. • Open arms. (Not crossed) • Lean forward to show interest. • Be respectful.

  40. Listening Skills

  41. FOCUSED LISTENING ACTIVITY

  42. LISTENING BARRIERS

  43. Listening Barriers What prevents you from listening to the speaker? 1. Distractions: • Noises – pen clicking, tapping feet • Lights – too bright or dim • Temperature - too hot or cold • Smells – food, science lab, cologne, body odors • Clothing – unusual fashion

  44. Listening Barriers What prevents you from listening to the speaker? 2. Mannerisms of Speech: • Verbal – stutters, lisp Nonverbal – twirling hair, necklace

  45. Listening Barriers What prevents you from listening to the speaker? 3. Daydreaming 4. Hostility 5. Prejudice – religious, gender, race… 6. Selective hearing

  46. Listening Barriers What prevents you from listening to the speaker? 7. Appearance 8. Differentknowledgelevels

  47. Listening Barriers What prevents you from listening to the speaker? 9. Diverse backgrounds 10. Jumping to conclusions 11. Inappropriate expressions – “like”, “um” So you knew she would say that.

  48. Time to try out your skills…

  49. REFLECTIVE LISTENER- reflecting or repeating the feeling stated or inferred.

  50. Reflective Listening Exercise • Imagine someone is saying the following statement to you: • “Why do we have to study this dumb stuff?” • Ask yourself what are some of the possibilities on howthe person is feeling about what he/she is studying? • What might that be? • Frustration • Confusion • Anger

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