HESI 470 Lecture 9: Communication Skills

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University of Maryland
Higher Ed, Student Affairs, and International Ed Policy
HESI 470
Aaron Hood

• Principles of Communication o People’s perception are their reality ▪ How you communicate is often more important than what you’re communicating o We do not get meaning from words as much as we give meaning to them o Communication is an interactive process ▪ It involves both the sending and receiving of messages • It is conscious and unconscious; verbal and non-verbal • Listening is just as important as talking • When will RAs need these skills? o Conflict between residents o Being able to communicate information to residents o Communicating to other RAs and RD o Communicate why a rule was broken or why a behavior is wrong o Communicate ideas for events and being open to new ideas o Student Interaction and Development ▪ Getting to know residents ▪ Listening to residents’ issues o Community Interaction ▪ Gathering feedback for events to plan ▪ Listening for opportunities to connect residents to each other o Student Conduct and Crisis Management ▪ Clearly define appropriate behavior o Staff Collaboration and Administration ▪ Working as a team ▪ Navigating disagreements • Communication with residents o Things to talk to residents about ▪ Hygiene ▪ Education ▪ Fitting in o How to start conversations with residents ▪ Critique, take them aside, not in front of people ▪ Praise openly, criticize privately o An intrusive RA is a great RA • Defining communication o Exchange of information between individuals o “Communication is an interactive process in which meaning is stimulated through the conscious or unconscious sending and receiving of verbal and nonverbal messages” o Interactive – There are always at least two people involved in communication o Process – communication is not a simple thing but more of a group occurrence o Conscious or unconscious – when two people communicate, there are multiple types of perception involved. o Sending and receiving – there are different skills involved in communication o Verbal and non-verbal – Different areas of behavior • Active listening skills o There is no point in communicating if you’re not listening for a response ▪ SOLER ▪ Squarely face the person ▪ Open up your posture ▪ Lean toward the sender ▪ Eye contact maintained ▪ Relax while listening o Active listening is about listening to understand, not just wai
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