Interpersonal Communications

HAS 3230

Feedback

• Johari WindowOthers see

Others don’t

You see

You don’t

Feedback

• Johari WindowOthers

seeOthers don’t

You see

You don’

t

Feedback

• Johari WindowOthers see

Others

don’t

You see

You don’t

Giving Feedback

• Why, when• Specifics• Speak for yourself• Outline

– Observation– Effect on me or outcome– Pause– Suggestion or question

Receiving Feedback• Be receptive• Listen• Remain calm• Don’t argue/defend• Probe for understanding• Acknowledge other’s perceptions• Process and act

Rules Theory

What happens without rules?

• The race for those with no sense of direction.

Defining Rules

• Implicit• Explicit

Rules in Action

• Followable• Prescriptive• Contextual• Pertain to Behavior

Rule Behavior

• Rule-following• Rule-according• Rule-fulfilling

Uncertainty Reduction Axioms

• Present at the beginning• Nonverbal support• Information seeking• Intimacy

Uncertainty Reduction Axioms

• Reciprocity• Similarities• Liking

Strategies

• Passive• Active• Interactive

Social Exchange Theory

• Maximize positive outcomes• Reduce negative outcomes• Achieve rewards

Equity (Social Exchange)

• Fair and equal• Maximize outcomes• Compromise• Inequity = distress• Restore equity

Restoring Equity

• Behaviors are altered• Distort reality

Social Styles

• Understanding social styles

• Framework for viewing style

• Applying your social style

Social Styles

• Understanding social styles– Your own style– Others’ social style

• Framework for viewing style

• Applying your social style

Social Styles

• Understanding social styles

• Framework for viewing style

• Applying your social style

The Four Social Styles

TellingAsking

Controlled

Emotive

Assertiveness

Em

otion ability

EXPRESSIVEAMIABLE

ANALYTIC DRIVER

From Guide to Interpersonal Communication

Social Styles

• Understanding social styles• Framework for viewing style• Applying your social style

– Identify your style– Identify others’ styles– Adapt your style to others– Work effectively with others

Rules and Laws in an HSO

Rules and Laws in an HSO

• List examples of communication rules and/or laws we might experience in a health care setting

• Why is it important to “obey” those rules or laws? What happens to those who don’t?

• Can we teach others to communicate better? How?

The Four Habits Model

• Invest in the beginning• Elicit patient’s

perspectives• Demonstrate empathy• Invest in the end

Problems in Health Care

• Client cooperation• Miscommunication• Misunderstandings• Unrealistic expectations• Lack of sensitivity• Dissatisfaction

Therapeutic Relationships

Helping another person to understand himself or herself more fully, thereby aiding that individual in deciding how to direct behaviors to best achieve needs and goals.

Therapeutic Relationships

• Empathy• Trust• Honesty• Validation• Caring• Humor

Interpersonal Deception

• Falsification• Concealment• Equivocation

The Look of Liars

• Uncertainty and vagueness• Nonimmediacy, reticence,

withdrawal• Disassociation• Image/Relationship

protecting

Truth will prevail (maybe)

• Canned performances• Lie detector• Felt emotions• Cognitive overload

Respondents’ Dilemma

• Truth bias• Social contract• Seize and freeze• Suspicion

– Avoid direct confrontation– Take-charge interview

Respondents’ Dilemma

• Oblivious• Deceiver adjustment

– Maneuvers– Respondents behaviors are

obvious– Deceivers’ knowledge

• Doubt your ability

Bottom Line

When talking with others, I should doubt my ability to detect deception.