Effective Communication (Dealing with All Communication Styles) Dorene Fick, LCSW Psychological Health-Roanoke Advantage EAP

Transcription

1 Effective Communication (Dealing with All Communication Styles) Dorene Fick, LCSW Psychological Health-Roanoke Advantage EAP

2 Keys to Communication

3 Keys to Effective Communication BE TACTFUL Think first before you speak. Apologize quickly when you blurt something out. Timing is everything. Uncover hidden feelings. Listen for feedback.

4 Elements of Good Communication Active Listening Empathetic Responding Show Respect to the other person Be clear Time your response Be Consistent Have a Good Sense of Humor Know your audience.

5 Improve Your Listening Skills Hear what the person is saying Listen patiently, withhold a quick or easy response. Put aside your own concerns and really listen. We talk too much and listen too little.

6 Pointers on How to Listen The listener should convey- I I am interested in what you are saying and I want to understand.

7 A Good Listener- Pays attention Asks questions, repeats, rephrases Thinks about how the speaker feels Is patient Responds without judgment Is supportive and effective Is Active, avoids distractions

8 Use Empathy Answer the patient based on empathy; which is an understanding of how the other person feels. Put yourself in their shoes. Patient is sick- out of sorts, etc

9 Respect Respect others feelings, needs, and desires. Your respect will help others develop self-respect. Be validating, not invalidating.

10 Sense of Humor Always keep a sense of humor. Remember that no matter how frustrating your day is- tomorrow will be better.

11 Communication Components

12 Components of Communication Non Verbal Appearance Facial Expression Eye Contact, visual Body Language Personal Space Listening Tactile Use of time, space, image

13 Components Verbal- Voice Tone of Voice Pitch Speed Volume

14 Techniques Focus discussion on needed information. Use open ended questions to expand discussion. Use closed ended questions for detailed or specific information. Eye contact and expression encourage dialogue. State understanding of what you hear. Summarize key points.

15 Barriers

16 Barriers to Good Communication Lack of trust Lack of respect Lack of confidence Timing is wrong Lack of privacy Defensive Choice of words Distorting perceptions Misreading body language

17 Overcoming Barriers Build trust and respect. Be real. Be honest. Be Confident. Develop a rapport. Draw from your own experiences.

18 Different Style s

19 Communication Styles Individuals have different preferences for communicating: Passive: Moving away from the situation Aggressive: Moving against Assertive: Balancing Power

20 Passive Patient Clues: Lots of apologizing Using words or phrases such as Um Well It s s not really important Downcast or averted eyes. Soft, weak, hesitant tone of voice.

21 Aggressive Patient Clues: Blaming game Accuse or threaten others. Using words such as You must be kidding Uses a raised voice Seems to need constant attention

22 Assertive Patient Clues: Clear and direct Listens well to others and maintains good eye contact. Uses a strong voice and speaks clearly.

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24 Difficult Personalities Bullies- Hostile and angry Gripers- Complain, complain, complain Silent Type- Clam up Very Nice People- Passive/Aggressive Wet Blanket- Negative Know-It-All - Think they know everything Indecisive Stallers- Why do today what you can put off until tomorrow!

25 Difficult Communication Communicating with patients, families, or clients can be very difficult. Bad, sad, and complicated information must be given to patients and their families. This communication can be very stressful. It s s important to support your co-workers.

26 Do The Best That You Can!! Remember that you re only human!!! At the end of the day, shake it off, don t bring it home. Tomorrow is a new day!!