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Psychology Applied to Optometry COURSE SYLLABUS 1. 2. 3. 4. 5. 6. Psychology and visual health Non-verbal communication The visual exam Performace of the optometric exam Giving bad news Difficult patients and managing complaints THEME 2: NON-VERBAL COMMUNICATION STRUCTURE OF THE THEME: 1. 2. 3. 4. Communication Non-verbal communication Functions of non-verbal conduct Interpretation of gestures THEME 2: NON-VERBAL COMMUNICATION 1. Communication Basic axioms of communication: • 1. It is impossible to not communicate • 2. All communication is made up of two aspects: content and relation • 3. Humans communicate analogically and digitally • 4. The nature of a relationship depends on punctuation • 5. Relationships can be symmetrical or complementary THEME 2: NON-VERBAL COMMUNICATION 2. Non-verbal communication • The most important from the communicative point of view • Affective. Similar language to the primates. • Unconscious • Misunderstanding THEME 2: NON-VERBAL COMMUNICATION Have you really worked in NASA? Yes, of course... • • • • • Emblems Illustrators Regulators Adaptores Emotional expressions My cervicals hurt from so much studying... THEME 2: NON-VERBAL COMMUNICATION • KINETIC: the study of bodily movement – – – – Looks/glance Facial expressions General posture Bodily movements • BODILY CONTACT(TACTÉSICA): the study of bodily contact during interaction • BODILY PROXIMITY (PROXÉMICA): special spacing and distance characteristics of interaction Facing each other: great level of involvement Competition: sitting across from one another To converse: right angle Cooperation: side-by-side, but beware of the angle of inclination! THEME 2: NON-VERBAL COMMUNICATION • A SPEAKER’S PHYSICAL CHARACTERISTICS • PARALINGUISTICS: tone of voice, pauses, accent… • ARTEFACTS: jewels, perfume, clothing, mustache… • ENVIRONMENTAL FACTORS IN THE COMMUNICATIVE PROCESS THEME 2: NON-VERBAL COMMUNICATION 3. Functions of non-verbal behavior: 1. KNOWING THE BASIC DISPOSITION OF THE PATIENT: – – – – COOPERATION EVASIVE AGGRESSIVE INDIFFERENT THEME 2: NON-VERBAL COMMUNICATION COOPERATIVE ATTITUDE THEME 2: NON-VERBAL COMMUNICATION EVASIVE ATTITUDE THEME 2: NON-VERBAL COMMUNICATION AGGRESSIVE ATTITUDE THEME 2: NON-VERBAL COMMUNICATION INDIFFERENT ATTITUDE THEME 2: NON-VERBAL COMMUNICATION 2. TO DETERMINE WHETHER THE PATIENT IS SUFFERING FROM PSYCHOLOGICAL DISCOMFORT 3. ADJUSTMENTS TO THE VERBAL MESSAGE: – – – – – – SUBSTITUTION. Emblems REPETITION. Emblems ACCENTUATION. Illustrators and emotional expressions COMPLIMENTING. Illustrators and emotional expressions REGULATION. Regulators CONTRADICTION. Provides the most information THEME 2: NON-VERBAL COMMUNICATION 4. CONFIRMING THE BELIEVABILITY OF THE VERBAL MESSAGE: • • Lies in treatment follow-up, recommendations, adaptations to contact lenses Truthfulness: vague verbal punctuation marks THEME 2: NON-VERBAL COMMUNICATION If verbal/non-verbal incongruence is detected: • • • Make a mental note of the fact without mentioning it Verbalize the contradiction in a professional tone Ask what the incongruence means, given the fact that it is true and has a meaning THEME 2: NON-VERBAL COMMUNICATION Emotions and changes in the non-verbal behavior of the patient a) Micromomentary expressions: muscular activities in the base primary emotions (happiness, sadness, surprise, rage, fear, dislike and interest) b) Filtrations: changes within the same sentence. Lying. Nonverbal gestures lessen (poker face) while Adaptors increase in frequency. c) Abrupt attitude changes towards the professional d) Changes during different interviews THEME 2: NON-VERBAL COMMUNICATION e) Appearance of adaptors (emotional tension): Picking at the corners of eyes Picking at ears Touching the ears or nose Touching arm hair Picking at the table with fingers or a pen Playing with objects Wringing hands Tapping feet on the floor Clearing the throat THEME 2: NON-VERBAL COMMUNICATION THEME 2: NON-VERBAL COMMUNICATION THEME 2: NON-VERBAL COMMUNICATION 4. Interpreting gestures • Listening with the arms crossed • Patient looks at him/herself when listening and talking • Provocation: pupil dilation • Sensation of being deceived if they aren’t looking at us: customs • Wringing the hands, enlacing them: need to relax or give explanations THEME 2: NON-VERBAL COMMUNICATION • SINCERITY: – Open hands – Unbuttoned jacket – Sincerity provokes similar feelings in others • RESERVE: – Cleaning glasses – Putting the end of the frame in the mouth – Touching the nose: negative – Crossing feet/heels THEME 2: NON-VERBAL COMMUNICATION • FRUSTRATION: – Clenching fists – Pointing with the index finger – Putting the palm on the nape of the neck • CONFIDENCE: – – – – Joining the fingers of the hands Erect posture Looking into other’s eyes Less blinking