R APPORT B UILDING

1. RAPPORT BUILDING

2. Instructional Objectives Define rapport building and provide a rationale for its use by WIC counselors in nutrition assessment Describe cultural, language, and other barriers to effective communication. Identify these barriers within the WIC environment and develop strategies to overcome them Demonstrate non-verbal communication techniques which result in positive and effective communication List, describe, and demonstrate effective use of interpersonal communication techniques that promote a participant-centered approach to nutrition assessment Effectively use rapport building and interpersonal communication techniques in response to WIC scenarios

3. Rapport Building Importance ̶ per VENA Rationale̶because it works!

4. Let us take a few moments to write down some of your thoughts… What Words Describe Rapport Building?

5. This module will describe language, cultural, and other barriers to effective communication within the WIC environment and discuss strategies to overcome them Barriers to Effective Communication

6. Barriers to Effective Communication 2.2 Cross Cultural Awareness

7. Ex 2.1 Cross-cultural Nutrition Quiz Barriers to Effective Communication

8. View and discuss video Communicating Between Cultures Refer to handouts: H2.1 Effective Cross-cultural Communication H2.2 Guidelines for Cross-cultural Communications H2.3 Variety of Ethnic Food Practices H2.4 Web-based Resources H2.5 Multicultural Food Pyramids Communicating Between Cultures

9. Handouts: H2.6 Low Literacy H2.7 Deaf or Hard of Hearing H2.8 Little or No English H2.9 Use of Interpreter Guidelines for Effective Communication

10. Environmental Appearance/Dress Generational/Situational Poverty Language 2.3 Clarification of Technical Terms What Are Some Communication Barriers That You Have Experienced? Other Barriers to Communication

11. Create a positive environment Limit your teaching objectives Communicate clearly and simply Use multiple ways to get message across Verify understanding If YouOnlyDo 5 Things

12. Nonverbal Communication Techniques Have perceived meanings Exhibited by counselor and participants

13. Handout H3.1 Effective and Ineffective Nonverbal Communication View and discuss video Nonverbal Communication Exercises Ex3.1 Attach Meaning to NonverbalBehaviors Ex3.2 Identifying Nonverbal Behavior Effective/Ineffective Counselor Nonverbal Behavior

14. Interpersonal Communication Techniques Overview • Utilize rapport building to establish participant-centered approach to nutrition assessment • Practice OARS techniques

15. Participant-Centered Approach Handouts H4.1 Positive Approach to Nutrition Assessment H4.2 Getting Permission

16. OARS Techniques Open Ended Questions Affirmations Reflective Listening Summarize

17. Handouts: H4.3 Open-ended Questions H4.4 Tried and True Open-ended Questions Exercises: Ex4.1 Practice Using Questions Open Ended Questions

18. Handout H4.5 Affirmations Affirmations

19. Handout H4.6 Reflective Listening Exercises Ex4.2 Practice Reflective Listening 1 Ex4.3 Practice Reflective Listening 2 Reflective Listening

20. Use handoutH4.7 Summarizing Use exercise Ex4.4 Practice Summarizing Summarize

21. View and discuss video WIC Scenario Exercise to Accompany VideoEx5.1 Video Checklist ExerciseEx5.2 Case Study Rapport Building ̶ Evaluation