the art of communication for personal touch/help volunteers
TRANSCRIPT
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The Art of Communication
for Personal Touch/HELP Volunteers
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Dr. Albert MehrabianProfessor Emeritus
of Psychology, UCLA
•Developed a theory for face-to-face communication
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Define communication
Transferring or exchanging information, ideas, or thoughts through verbal and non-verbal communication from my brain to your brain.
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Words Vocals
Non-Verbal/Non-Vocal
3 Ways of Communicating
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Preparing to communicate – pop quiz
WORDS 7%
WHAT THEY HEAR 38%
WHAT THEY SEE 55%
What's the most effective to communicate your message?
Verbal
Vocals
Non-Verbal/Non-Vocals
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The Communication Cycle
Message/Channel
Receiver(decodes message)
Sender(encodes message)
NoiseNoise
NoiseNoise
Feedback/Response
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Barriers to successful communication
Grammar
Jargon/Technical Terms
Regionalisms
Verbal
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Barriers to successful communication
Volume
Pace
Tone
Vocal
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Barriers to successful communication
Facial Expressions
Personal Gestures/Body Language
Cultural Differences
Non Verbal/Non Vocal
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Nonverbal Messages - Recap
Provide informationMay be intentional or unintentionalPresent in all face-to-face communicationsMean different thingsMay contradict verbal messageMay outweigh verbal messageDepends on the total environmentMay have positive or negative effects
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Social versus Therapeutic Communication
Social Communication or Two-way Communications – communication channels that provide for feedback.
Therapeutic Communication or One-way Communications – communication channels that provide no opportunity for feedback.
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Therapeutic Communication
Sometimes called effective communication, it is purposeful and goal-oriented, creating a beneficial outcome for the patient/client.
Goals of Therapeutic Communication
•To obtain or provide information•To develop trust•To show caring•To explore feelings
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Some differences between social and therapeutic communication :
Therapeutic Therapeutic CommunicationCommunication
SocialSocial communication communication
Concerned with helping the patients (regardless of their sex, religion, race…etc.)
Interaction is primarily for reason of pleasure or companionship.
Requires that at least one person in the interaction is helping the other
No person is in the position of responsibility of helping the other.
There is the intention of dealing with other's problem.
There is no intention of dealing with problems.
The relationship is purposefully directed toward a therapeutic outcome.
The interaction is more or less social.
The relationship should not include the volunteer’s personal matters or problems.
It is up to the partners to share their personal affairs.
Usually lasts for a limited time frame.
Unlimited.
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The Golden Gift - Silence
Let the patient do the talking – YOU are the facilitator!
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What “The Patient Said . . .”
Jot down how you think YOU would respond to “what the patient said”.
Exercise Instructions
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Individual Responses
1. My daughter hates me.
2. We didn’t really plan this baby.
3. Will you pray with me?
4. I wish my family and I could go on a picnic like we did last 4th of July?
5. Please stay longer.
6. I find you very attractive.
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Table Responses
1. Would you leave? I’m sick of visiting.
2. Do you know what is really wrong with me?
3. Please don’t tell anyone, but my nurse isn’t very nice – I don’t think she likes me.
4. Why is God punishing me?
5. My family will be relieved when I die.
6. What’s wrong with the patient across the hall?
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“You cannot not communicate. Everything you do or say, don’t do or don’t say communicates something.”
- John Woods
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Questions?