PTHER 524 -Lecture 4.docx

September 7, 2010 Communication (verbal and nonverbal), Goal Setting and Feedback PTHER 524 (Lecture 2-2) Tuesday, September 7th, 2010 outline • Communication – Elements of speaking, verbal and non-verbal communication • Goal setting with clients – Eliciting shot and long term goals in an interview • Feedback – Giving and receiving feedback Three elements of speaking • Verbal - 7% (What is said) – only 7% of message received • Vocal - 38% (How it is said) – 38% message you get across, is how you say it (cadence, emphasis). • Visual - 55% (What is done while speaking) 55% comes from what‟s done while speaking • Consistent message = consistent content, voice and delivery Speaking • Verbal – what you say - will depend on your knowledge and experience • Vocal – how you say it - consists mainly of tone and volume – depends on you (tone) – Tone • is a voice quality that can reverse the meaning of words • consider the question “What are you doing?” where the emphasis and volume is. -depending on the tone used, the meaning can be very different Vocal elements of nonverbal communication – Volume • Relays emotion • Controls interactions in subtle ways – e.g. the distance between the speaker and listener ..NB! Make certain that the listener can hear you – Patients often are too embarrassed or scared to ask you to repeat yourself Vocal elements of nonverbal communication • Vocal aspect of communication also consists of attitudes and emotions, for e.g. humor and fear • Attitude can affect how we speak (the clients know who really cares about them) – care providers need to be aware of their attitudes; what you really believe can often be „read‟ by thepatient – Humor – can ease situation if a mistake is made (asking question twice) • can be used to hide fear or relax a tense situation watch how client reacts. Vocal elements of nonverbal communication – Fear (clients might be as well) • consider both your fear and the patients fear • Patients may not identify the emotion they feel as fear (can be mad towards you). • Watch carefully for the signs of fear (clenched fists, sweating, angry outbursts, stubborn silence) and other physical non verbal cues (body language). Visual Elements of Nonverbal communication • Commonly called „body language‟ – ancient and „hard wired‟ form of human communication • Consists of facial expression, posture and gestures of body parts and touch Visual Elements of Nonverbal communication • Facial Expression (one of the most powerful) – most powerful is eye contact • a baby‟s earliest visual development is geared towards focusing on the eyes in a face • eye contact generally communicates a positive message – also consists of grimaces, smiles, frowns, stares etc., etc. Being careful about your reaction to client if they say something shocking... – constitutes the bulk of nonverbal cues Visual Elements of Nonverbal communication • Gestures – Position and movement of body and body parts conveys strong nonverbal messages as well – What do you think or feel when someone: • Crosses their arms – guard up • Swings their legs - look fidgety, rather be somewhere else • Opens their arms – more open, inviting • Turns their shoulders away – cue to stop someone from talking • Turns their palms up – tell me more.. ? • Inclines their body towards you – look more interested. Lean forward even more, for more info • Lifts their chin – snob superior type Visual Elements of Nonverbal communication • Touch – Can be a way of conveying care and comfort BUT the context is crucial • Be aware of the setting, the culture, age and sex of patient • Remember the health professional is generally more used to touch than the patient – Nonverbal signals are picked up by the manner of touching, the approach, the speed, the location and the amount the pressure applied Visual Elements of Nonverbal communication • Body language also consists of proxemics (the posit