Interpersonal Communication:Professional & Client Relationship

The Mystery Team:Lucia, Camelia, Sepideh, & Jeannen

Elements of “Professional to Client Communication”

Communication Competence

Understanding the Perceptions of your Client

Professional Distancing

Identity Management

Verbal/Nonverbal Communication

Empathizing

Supporting

Example of Poor Communication

Communication CompetenceA large repertoire of skills AdaptabilityAbility to perform skillfullyInvolvementEmpathy/Perspective TakingCognitive ComplexitySelf-Monitoring

Being SupportiveProper responses shows the listener’s solidarity with the speaker’s situation.

Guidelines for being supportive:Sincerity Being sure the other person can accept supportFocus on the present situation

Understanding the Perceptions of your Client

Your client could be affected- Noise (physiological/psychological

discomfort)- Belonging to a different generation-Neurobehavioral challenges like mental

illnesses or disabilitiesCognitive complexity is important to keep in mind while trying to avoid conflicts and misunderstandings When one perceives

and responds to variables based on

prior experience and prior developed

personal constructs

Empathizing Identifying with the speakerReflecting the importance of the situation and making reinforcing remarks.

Things to Avoid to empathize more effectively:*Denial of rights to feel emotions ex. “Don’t feel so bad”*Minimizing the significance of the situation*Being self-defensive*Raining on the speakers parade, noting the negatives of

shortcomings

Professional DistancingIs Proximal (physical distance) In relation to empathyMust not be compromised to maintain a professional relationshipEstablishes and maintains professionalism

Methods of CommunicationVerbal Communication serves as indicators like:

IntonationHow abstract or direct the statements are‘Judgemental’ languageContext

Nonverbal Communication:Body Language (crying, laughing, posture, etc.)Use of hands for contact or expressionMovementVoiceDistancePhysical attractiveness

Identity Management

Focus on how the client sees you as a:

Mentor

Supporter

Assistant

Therapist

Help

We communicate professionally:- By appearance-verbally-nonverbally

Example: