Download Overview - University of Phoenix

Weekly Overview: Week Two
HCS/131 Version 3
Weekly Overview
Week Two
Overview
Verbal and nonverbal communication form our interactions with others in business and interpersonal
relationships. Understanding the different aspects of verbal and nonverbal communication, and the
important roles they play in our interactions with others, is the first step to enhancing positive
communication and nurturing relationships. An understanding of active listening and supportive and
defensive climates will help improve overall communication.
Modern technology has become so established in our society that the two are nearly inseparable.
Computer and Internet technologies have created a global village. They have changed every sector of our
personal and professional lives, including working in, and our personal use of, health care. Technology
has changed the way we communicate with each other, with positive and negative outcomes. You must
understand how to assess the changes taking place and what you must do to communicate effectively in
a rapidly changing society.
What you will cover
1. Communication and technology
a. Describe the principles of verbal and nonverbal communication.
1) Verbal communication principles
a) All languages have value.
b) Everyone speaks a dialect.
c) Words do not mean the same thing to all people.
d) Recognize variations of how spoken language is used across cultures.
2) Nonverbal communication is all types of communication that do not involve the exchange of
words. It can also influence the believability of your words.
a) Nonverbal communication makes up the bulk of the messages you send.
b) People often do little to learn and understand nonverbal communication.
c) Nonverbal messages are sent in advance of verbal messages.
d) Most nonverbal messages are about people’s identities, emotions, and relationships.
e) Nonverbal messages communicate much about relationships.
f) Trust is increased when nonverbal and verbal communication complement each other.
g) Nonverbal communication is culture-bound.
3) Follow suggestions for effective verbal communication as one way to move closer to a shared
understanding: guidelines for effective nonverbal communication
a) Verify all nonverbal messages.
b) Consider the messages you are communicating nonverbally.
c) Recognize the effect power and status have on your nonverbal communication.
d) Observe nonverbal communication in clusters.
e) Use caution when making generalizations about the meaning of nonverbal cues.
b. Explain the importance of active listening in the workplace.
1) Listening skills
a) Recognize the principle of listening.
b) Listening is learned. It is different from hearing, which is automatic.
Copyright © 2014 by University of Phoenix. All rights reserved.
1
Weekly Overview: Week Two
HCS/131 Version 3
c) Listening is active.
d) Cultivate an interest in the speaker and the message.
e) Focus your attention on the speaker and the message.
f) Listening occurs faster than speech.
g) Listening requires emotional control.
2) Listening at work
a) Be attentive: Be physically and mentally present.
b) Be opportunistic: View listening as a chance to solve problems.
c) Strengthen interpersonal ties, encourage creativity, and facilitate networking.
3) Give and receive feedback.
4) Responding skills: reflect your reaction to the situation and your intentions; may encourage
open communication and problem solving or inhibit further sharing and understanding
a) Evaluating as judging or as solving or advising
b) Interpreting: explains reason for feelings or behaviors, finds causes not in the problem,
and explores motives
c) Supporting: reassures and pacifies, reduces the intensity of feelings, and can be false or
genuine
d) Questioning: gains more information, clarifies meaning, and selects open or closed
e) Paraphrasing: summarizes content and feeling; uses the listener’s words
c. Explain how supportive and defensive climates can improve relations in the workplace.
1) Supportive climate
a) Description: messages that explain your feelings, reactions, and needs to others
b) Problem orientation: the point of view you share with another
c) Spontaneity: a genuine, natural way of communicating with honesty and openness
d) Empathy: communicates respect, understanding, and acceptance to another; puts
yourself in another’s place
e) Equality: shares a sense of value and mutual respect, regardless of status, power, or
position
f) Provisionalism: refers to an open-minded view of new ideas, trying new behaviors, and
seeking new solutions
2) Defensive climate
a) Evaluation: judges, criticizes, or blames another
b) Control: expects the other person to change his or her behavior
c) Strategy: involves manipulation, tricks, or a planned script, rather than free-flowing, open
communication
d) Neutrality: expresses a lack of concern with a detached, impersonal tone
e) Superiority: involves looking down on others and creating feelings of inadequacy, fault, or
failure
f) Certainty: a closed-minded, know-it-all view of the world, with no need for change
d. Describe how technology affects communication.
1) Positive effects
a) Convenience of instant communication
b) Increased access to communication tools
(1) E-mail
(2) Instant messaging and texting
(3) Teleconference and videoconference
Copyright © 2014 by University of Phoenix. All rights reserved.
2
Weekly Overview: Week Two
HCS/131 Version 3
2)
3)
4)
5)
6)
7)
8)
(4) Mobile devices
c) More global communication
d) Tools to help with communication, such as grammar and spell check, speech to text, and
so on
e) Easier mass communication: social media
Negative effects
a) Reliance upon technology for communication
(1) Errors in writing due to spell check and grammar check
(2) Use of smartphones and tablets for written communication can lead to misspelling
and bad grammar
b) Decrease of interpersonal communication skills
c) Harder to control flow of information and message
d) Constantly changing technology and trends
e) Drawing the line between personal and professional communication: social media
Communication and technology: The changes and advancements in technology have a huge
effect on communication.
Use of laptops and mobile devices
a) Online health resources
b) Online support groups and social media
Videoconferencing and video consults
Electronic medical records
Teleconferencing
Social media
Copyright © 2014 by University of Phoenix. All rights reserved.
3