Chapter 5 The Communication Process The Communication Process Communication process is clarified by use of the standard communication model Sender Encoder Medium Decoder Receiver Message The Communication Process ID: 779484
Download The PPT/PDF document "Verbal and Nonverbal Communication" is the property of its rightful owner. Permission is granted to download and print the materials on this web site for personal, non-commercial use only, and to display it on your personal computer provided you do not modify the materials and that you retain all copyright notices contained in the materials. By downloading content from our website, you accept the terms of this agreement.
Slide1
Verbal and Nonverbal Communication
Chapter 5
Slide2The Communication Process
Slide3The Communication Process
Communication process is clarified by use of the standard communication model
Sender
Encoder
Medium
Decoder
Receiver
Message
Slide4The Communication Process
Slide5Communication Styles
It is important to identify and adapt to the communication styles of others.
Visual:
learn best by seeing pictures or writing
Auditory:
learn best by hearing
Kinesthetic:
think in terms of terms of sensations or feeling, and often move their hands when talking, and respond physically as well as verbally
Slide6Communication Barriers
Barrier:
Anything that gets in the way of clear communication
Internal distractors
Pain, hunger, anger
Reference points
Unfamiliar terminology
Slide7Communication Barriers
Other barriers to communication
Physical disabilities
Psychological attitudes and prejudice
Cultural diversity
Slide8Active Listening
Giving attention to the persons trying to communicate with you and taking an active interest
Examples:
repeating words and phrases, giving approving or disapproving nods
Signals to the sender that you are hearing and following what is being said
Slide9Perception
Being aware of one’s own feelings and the feelings of others
A skill acquired with experience and practice
Be attentive to the needs of others and your surroundings.
Anticipate the needs of others.
Slide10Nonverbal Communication
Communicating without using any form of speech
Congruent or incongruent silent messages influence the message the person receives
Body language
Complex communication process
Unconscious use of posture, position, mannerisms, gestures, and other forms of nonverbal communication
Slide11Types of Nonverbal Communication
Appearance
Facial expression
Eye contact
Gestures
Distance
Silence
A Note About Distance:
For a personal conversation, the accepted space is 1.5 to 4 feet
For social conversation, the accepted space is 4 to 12 feet
In a public setting, the space can be 12 to 25 feet
Slide12Therapeutic Touch and Relationships
A comforting touch helps patients feel that you care and gives them a sense of security and acceptance
A handshake is a sign of friendship.
A hug can convey feelings of warmth and affection.
Only if you are certain of the acceptable boundaries expressed by the patient or by office protocol
Slide13Therapeutic Touch and Relationships
Patting someone on the back and saying “Good for you” provides positive reinforcement.
Be sensitive to the patient’s reaction when touching is involved.
Slide14Communicating Emotional States
Common questions used to find out the emotional states of patients:
“What seems to be the problem today?”
“What brings you here to see the doctor today?”
“Can you tell me about the problem you seem to be having?”
“Can we talk about what has been giving you concern that brings you in to see the provider?”
Slide15Erik Erikson’s Theory on Psychosocial Development
Slide16Maslow’s Hierarchy of Needs
Slide17Kübler-Ross’ Stages of Grief
Denial
Anger
Bargaining
Depression
Acceptance
Slide18Defense Mechanisms
Why we use defense mechanisms
To deal with unpleasant and socially unacceptable circumstances or behaviors
To help make an emotional adjustment in everyday situations
Everyone uses various defense mechanisms from time to time, but habitual use can result in negative feelings or outcomes
Slide19Types of Defense Mechanisms
Repression
Suppression
Displacement
Projection
Rationalization
Intellectualization
Sublimation
Compensation
Temporary Withdrawal
Daydreaming
Malingering
Denial
Regression
Procrastination
Slide20Coping Skills
Can be positive (adaptive) or negative (nonadaptive)
Positive coping will help you through situations at nearly the same level as those who do not have the disadvantage.
Negative coping skills may provide short term relief or distraction, but can ultimately worsen the circumstance.
Slide21Coping Skills
See Table 5-3 for a list and description of adaptive coping skills.
See Table 5-4 for a list and description of
nonadaptive
coping skills.
Slide22Self-Awareness and Personal Boundaries
MAs have many opportunities daily to observe patients’ mental and emotional states.
These observations have a direct influence on MA behaviors, which in turn directly influence overall health.