Survey
* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project
* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project
Communication Techniques KNR 253 Austin, 2009 Communication Defined Verbal and nonverbal transmission of ideas, feelings, beliefs, and attitudes that permits a common understanding between the sender of the message and the receiver P. 275 Implies exchange of information and ideas Between at least 2 people Results in common understanding Communication Communication is critical in life AND in therapeutic recreation It is a basic competency needed by a TRS to be a helping professional Elements of the Communication Process 1. 2. 3. 4. 5. Communicator – who Message – what said Medium – how (in what way) Receiver – to whom Feedback – with what effect • • Feedback assures intended message was received Through feedback either verifies message was understood or discovers it was misunderstood 4 Factors Influencing Verbal Communication How material is presented in terms of vocabulary The ability to speak with clarity The voice tone and volume The speaker’s attitude or feeling toward the client Vocabulary Need to choose right words Use everyday words (avoid jargon) State ideas in simple terms Clarity Don’t speak too softly or rushed If asked to repeat instructions, may be speaking too softly or too fast Avoid rambling Define terms Develop one idea at a time Repetition can be helpful Relate new concepts to old ones Determine what needs emphasis Voice Tone and Volume Voice inflection can be as important as word choice Need to project appropriate feelings Excitement, enthusiasm Volume can control others If want attention from group, may be better to speak softly or moderately Project but don’t shout Attitudes Attitude or feelings towards clients Positive or high regard Show genuine concern May need to confront about behaviors Listening TRS need to communicate and listen Important to understand the client Barriers to Listening Internal Hearing problem Negative attitude Lack of interest Tune out Lack of facts Fill in the gaps yourself Sensory overload Too much information Thinking about response Others? External Environment Interruptions Concentrating on something about the client that is distracting Others? Listening Skills Is more than being quiet and hearing what the other person says Most people lack skills to listen effectively To be effective at listening, need to develop listening skills Effective or active listening Attending Paraphrasing (restatement) Clarifying Perception checking Effective or Active Listening Attending Lets client know you are interested or paying attention 1. Eye contact Frequent but not starring Posture 2. Not too tense or too relaxed Lean forward slightly Gestures 3. Nod head Verbal behavior 4. Don’t interrupt, jump topics “I see” Smile SOLER Acronym for Active Listening S: sit squarely facing client O: Observe an open posture L: Lean toward client Don’t cross arms or legs Shows you are involved in the interaction E: Establish eye contact R: Relax Fidgeting can show lack of interest Effective or Active Listening Paraphrasing (restatement) Used to assist in understanding client’s statements and to provide support and clarification Listen to basic idea Briefly restate, summarizing what was said Note client’s response to determine accuracy Tells you are listening Confirms your understanding of central message Paraphrasing Example Client: I really think it’s neat to go to the beach; it’s so nice with the sand and all. It’s fun. I could spend days there. TRS: You really enjoy going to the beach. Client: Yes, I like it a whole lot. Effective or Active Listening Clarifying Notes you are confused about what was said Helps client sort out confused thoughts Can ask client to rephrase I’m confused. Would you go over that again for me? Or ask client to respond to your interpretation of what was said I think I got lost there. Let me try to restate what I thought you said. Effective or Active Listening Perception checking (Checking out) Similar to clarifying Here you are checking on the accuracy of your perceptions of what the client said Paraphrase what you think you heard Ask client to confirm or disconfirm your understanding Permit client to correct inaccurate perceptions You seem to be happy … is that right? Additional Verbal Techniques Minimal verbal response Indicates interest without disrupting client’s communication “mm-mm” “I see” “Yes” Additional Verbal Techniques Probing Used to obtain more information Open-ended questions that need more than yes or no or one word response Often use what, where, when, or how “Tell me more” “Let’s talk about that” “What are you thinking when you are silent?” Additional Verbal Techniques Reflecting (reflection of feeling) Used to help client understand and accept own feelings Paraphrased response to feeling communicated either verbally or nonverbally Client: I was mad as hell that they didn’t ask me to join the team. TRS: It seems like you were feeling very angry about not being chosen Additional Verbal Techniques Interpreting Used to add new perspectives to client’s understand of own behaviors, thoughts, or feelings Based on direct observation of what client says or does Need to get feedback to see if your interpretation is correct Client: I just can’t seem to get my act together to join the club. I tend to put it off even though I really want to do it. TRS: You seem to be frightened to take the first step of joining Additional Verbal Techniques Confronting Used to encourage honest self-examination Help client be congruent in what says and does Shouldn’t use until rapport established “You say you’re angry, yet you’re smiling.” “On the one hand, you seem to be hurt by not getting that job, but on the other hand you seem sort of relieved.” Additional Verbal Techniques Informing Used to convey information to client and not to advise the client Factual information Client: I don’t know what activity to get into. TRS: Let me describe the choices you have here at the center. Additional Verbal Techniques Summarizing Pulls together and condenses important elements Used to avoid fragmentation and give direction Often means to end conversation or session Could be used to reflect a set of feelings communicated over several minutes Client: A lot of time I’d rather stay home and watch a game on TV, or read the paper or something like that. My wife always wants to go out and I don’t think I should have to go just because she wants to. TRS: You would prefer to stay home, while your wife wants you to go out with her. Additional Verbal Techniques Self-disclosing Used when it will be helpful for client Should be limited Who’s needs am I meeting? Mine or the clients? Often helpful during beginning phase of therapeutic relationship Client: This is my cat, Plato. I don’t know what I would do without him. He is like a friend. TRS: I love my cat, Sam, too. He greets me every evening when I get home. I guess he is like a friend to me also. Additional Verbal Techniques Focusing Used to help client determine which problems are most important Client: And the last thing, from the many I’ve discussed, is that I can’t stand up for myself. I let other people walk all over me. TRS: You’ve talked about a number of problems. These appear to include being dissatisfied with your school work, loneliness, and an inability to be assertive. Which one seems the most important one that you would like to work on first? Additional Verbal Techniques Making observations Used to say what was observed or perceived Observation: The client’s hand are drawn together, forming tight fists. TRS: You seem tense. Additional Verbal Techniques Closed questions Can be answered with yes or no or call for factual information. Use if you want specific information TRS: What is your hometown? Client: I’m from Normal. Additional Verbal Techniques (Open questions/statement) Facilitative questions and statements Used to encourage clients to express ideas and feelings Observe: “Tell me more about yourself.” Describe: “What did you feel at the time?” Analyze: “What do you see as the reason?” Formulate: “What would you say was the problem?” Test: “What would you do if a situation like that came up again?” Additional Verbal Techniques Use of silence Give time to think or respond Draw people out Don’t bombard with questions Additional Verbal Techniques Acknowledgement of nonverbal behavior Don’t interpret behavior Can speculate or ask clarification of gesture “You look quizzical. Do you follow what I am saying?” Your body is looking more relaxed now. Are you feeling more relaxed?” Hackney & Cormier Additional Verbal Techniques Accent 1-2 word restatement that brings attention to a preceding client response Use tone of voice that suggests you want the client to elaborate Client: “I’d like to have more self-confidence, but then I’d only be fooling myself.” TRS: “Fooling yourself?” Hackney & Cormier Barriers to Therapeutic Communication Giving advice: “If I were you….” Giving false reassurance: “Don’t worry…everything will be OK.” Being judgmental: “You’re wrong.” Stereotyped responses: “Keep your chin up.” Patronizing: “Now, Honey,…” NONVERBAL COMMUNICATION 2/3 of communication is nonverbal Message doesn’t rely on spoken word Nonverbal is continuous in human interactions It is important to communication for 1. 2. Picking up on cues from clients and staff Becoming aware of effects of your own behaviors on others NONVERBAL COMMUNICATION Behavioral/Visual Cues 1. FACIAL EXPRESSION EYE CONTACT Biting nails, touch, fidgeting HAND GESTURES Shifty, need to be aware of cultural differences BODY MOVEMENTS Smile, frown, blush, poker face Thumbs up, drumming fingers on table PHYSICAL APPEARANCE AND THE USE OF OBJECTS Clothing, jewelry, office decoration, car, t-shirts Nonverbal Communication (cont) 2. Vocal cues Tone, volume, rate of speech “ah”, “OK”, using the same pitch 3. Spatial and Temporal cues Timeliness, spacing, placement of furniture Arriving late (cultures), personal space Responding to Cognitive Content Your task is to identify and respond to client thoughts or ideas dealing with Events People Things Most often used techniques: Silence, min.verbal activity, restatement and probe Hackney & Cormier Responding to Affective Content Your task is to identify and respond to client feelings and emotions as evidenced by Verbal statements Non-verbal cues Most often used techniques: Reflection of feeling, summarization of feeling Hackney & Cormier