Download Interpersonal Communication and Counseling for Clients on

PART I
INTERPERSONAL
COMMUNICATION
Interpersonal Communication
Act of transmitting information,
thought, opinions, or feelings,
through speech, signs, or actions,
from a source to a receiver.
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Communication is used to:
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•
Advocate (persuade a client of
the benefits of the behavior).
•
Educate (provide specific TB
information).
•
Counsel (assist client in making
an informed decision).
Counseling
Confidential dialogue between a
medical provider and a client that
helps a client to define his/her
feelings, cope with stress, and to
make informed decisions regarding
treatment.
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Characteristics of Effective
Counseling:
• Client-centered
(two experts in the room)
• Interactive
• Private and confidential
• Individualized
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Tools for Effective Counseling:
1. Communication skills
2. Technical information
3. Understanding the
stages of the counseling
process
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Objectives of TB counseling:
1. Prevention of TB transmission.
2. Provision of emotional support to TB clients.
3. Motivation of TB clients
to complete treatment.
4. Helping clients make
their own informed decisions about their
behavior and supporting them in carrying
out their decisions.
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Types of Communication:
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Advocacy:
Persuade a client of the
benefits of the behavior
Education:
Provide specific TB
information
Counseling:
Assist client in making an
informed decision
regarding TB
Key Elements of
Communication Process:
• Message
• Source
• Channel
• Receiver
• Effect
• Feedback
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Communication Process
Message
Sender
Filter
(Interpretation)
Feedback
Receiver
Effective communication requires:
The message to be:
• Clear and concise
• Accurate
• Relevant to the needs of the receiver
• Timely
• Meaningful
• Applicable to the situation
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Effective communication requires:
The sender to:
• Know the subject well.
• Be interested in the subject.
• Know the audience members and
establish a rapport with them.
• Speak at the level of the receiver.
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Effective communication requires:
The channel to be:
• Appropriate
• Accessible
• Affordable
• Appealing
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Effective communication requires:
The receiver to:
• Be aware, interested, and willing to
accept the message.
• Listen attentively.
• Understand the value of the
message.
• Provide feedback.
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Effective communication:
• Begins with a recognition that not
everyone experiences the world in the
same way and that others’ views may be
as correct – perhaps even more
correct – than our own.
• Is learned.
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Effective Communication Skills:
• An understanding of one's own values and
willingness to withhold judgment about the
other people’s values.
• Skills in verbal and nonverbal
communication.
• Ability to show empathy and encourage
others.
• Skills in asking questions and listening.
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Effective communication skills:
(continued)
• Ability to paraphrase and summarize the
concerns of individuals and the
community.
• Ability to observe and interpret behavior
of other people.
• Ability to use language that other people
understand.
• Skills to effectively use support materials.
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An effective verbal communicator:
Clarifies
Listens
Encourages empathically
Acknowledges
Restates/repeats
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Nonverbal Signals:
• Express attitude.
• Are difficult to control.
• Are interpreted subconsciously and
establish emotional background for
communication.
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Personal Values and Attitudes:
• Our perceptions, beliefs, and values
shape our attitudes.
• Perceptions cannot be correct or
incorrect. They are unique for each
individual.
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Personal Values and Attitudes:
(continued)
• Being aware of your personal beliefs and
how they affect others will help you to
treat others in a respectful and
nonjudgmental manner.
• How we communicate our beliefs and
attitudes (both verbally and nonverbally)
is an important aspect of our interactions
with people.
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Perceptions Are Motivated by:
• Past experiences
• Emotional condition
• Personal imagination
• Culture
• Age and gender
• Education
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Reasons for Rumors and
Misinformation
• Result from transmission of
incomplete facts or
exchange of information.
• People hear selectively,
based on their values,
interests, etc.
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Counteraction of
Rumors and Misinformation
• As many people as possible
should hear the correct
message directly from the expert.
• To counteract rumors effectively, medical
providers need to understand the cause
of the rumor.
• Printed materials are important.
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Types of Communication:
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• Verbal
• Nonverbal –
gestures, body
posture, tone and
timbre of voice, eye
contact, etc.
• 10% of information
• 90% of information
Good Body Language:
• Making eye contact
• Leaning towards
• Smiling
• Nodding
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Bad Body Language:
• No eye contact
• Poor posture, leaning away
• Angry or bored expression
• Shuffling papers
• Looking at watch
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Nonverbal Clues to a Client’s
Feelings:
Gestures of Impatience:
• Drumming one’s fingers on the table or
tapping with something.
• Fidgeting in the seat, swinging one’s leg.
• Examining one’s watch.
• Looking “past" you.
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Nonverbal Clues to a Client’s
Feelings:
Gestures of Emotional Discomfort:
• Collecting nonexistent fibers.
• Shaking off one’s clothing.
• Scratching one’s neck.
• Taking off and putting on
a ring.
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Nonverbal Clues to a Client’s
Feelings:
Gestures of Authority :
• Forefinger directed at you.
• Highly cocked chin.
• Posture “hands on hips."
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Nonverbal Clues to a Client’s
Feelings:
Gestures of Lie:
• Touching his face with his hand – as if he is
“covering up" his mouth with his palm or
rubbing his nose.
• Avoiding eye contact.
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