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NRS 103
Lisa Giallonardo

Communication: sharing information, verbally and non-verbally Therapeutic communication: exchanging information (verbally and non- verbally) with the intent of helping the client meet their health goals Key Assumptions: it is impossible to not be communicating (body language, facial expressions) every communication has a content and relationship aspect (metacommunication); assuming things about the environment we only know about ourselves and others through communication faulty communication results in flawed feeling and acting (actions must reflect feelings; non-verbal and verbal have to align) non-verbal: 90% of communication; verbal: 10% of communication feedback is the only way we know our perceptions about meanings are valid (validate your perceptions by asking the patient) silence is a form of communication (10 seconds to respond) all parts of a communication system are interrelated and affect one another interpersonal communication processes are either symmetric (saying info to people) or complementary (working together) Linear (hierarchal) Model: sender, message, receiver 1-way communication results in error in understanding (no feedback) Circular (equal) Model: sender, message, receiver, message, sender, message… affected by environment Effective Communication: professional not big terms (layman's terms; use normal language) appropriate words (match the client's experiences/emotions depending on situation) clarity and brevity (short and sweet) positive connotation cultural connotations ("you are so thin!") pace (think slow) pitch and tone (volume, moderate) timing and relevance (avoid unnecessary topics) Factors affecting Communication: Non-Verbal personal appearance (professional and approachable) patient's appearance (don't let it affect your judgements) posture and gait (professionalism and emotion) facial expression (open, neutral, be aware of negative emotions) eye contact (depends on the patient) gestures (distracting) and touch (intimate space) sounds (chewing gum, etc) territoriality and personal space Context physical and emotional factors acute or chronic physical or mental illness extreme emotions block incoming messages developmental factors age and intellect developmental delays social-cultural factors social norms cultural background (preferences within culture) gender stereotypical? women: soft, emotional men: straight to the point Therapeuti
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