Basic Communi cation Skills Dr Ruba M Jaber

Basic Communi cation Skills Dr Ruba M Jaber Family Medicine consultant Women and child’s health specialist

ESTABLISHING RAPPORT • How do you go about Establishing Rapport?

Communication - Meaning n Communication is a dynamic process… n Through this process we convey a thought or feeling to someone else. n How it is received depends on a set of events, stimuli, that person is exposed to. n How you say what you say plays an important role in communication

TOTAL COMMUNICATION PROCESS

LEVELS OF COMMUNICATION n VERBAL n Intra verbal: intonation of word and sound n Extra verbal: implication of words and phrases, semantics n NON-VERBAL n Gestures n Postures n Movements n SYMBOLIC

Barriers in Communication (that have to do with the COMMUNICATOR) n Unwillingness to say things differently n Unwillingness to relate to others differently n Unwillingness to learn new approaches n Lack of Self-Confidence n Lack of Enthusiasm n Voice quality n Prejudice

Barriers in Communication (that have to do with the COMMUNICATOR) n Disagreement between verbal and non -verbal messages n Negative Self Image n Lack of Feedback n Lack of Motivation and Training n Language and Vocabulary Level n Lack of Self Awareness

Barriers in Communication (that have to do with the RECEIVER) n Selective Perception n Unwillingness to Change n Lack of Interest in the Topic/Subject n Prejudice & Belief System n Rebuttal Instincts n Personal Value System n Here-and-Now internal & external factors

External Barriers in Communication n Environment n The venue n The effect of noise n Temperature in the room n Other People – Status, Education n Time

5 Basic reasons we Do Not Listen n Listening is Hard Work n Competition n The Rush for Action n Speed differences (120 wpm v/s 360 wpm) n Lack of Training

4 Levels of Listening n The Non-Listener n The Marginal Listener n The Evaluative Listener n The Active Listener

Improving Listening Skills n By not being Preoccupied n Being Open Minded & Non Defensive n Minimizing Interruptions n Effective Listening is: Hearing, interpreting when necessary, understanding the message and relating to it. n By Asking Questions

COMMUNICATION n 7% WORDS n Words are only labels and the listeners put their own interpretation on speakers words n 38% PARALINGUISTIC n The way in which something is said - the accent, tone and voice modulation is important to the listener. n 55% BODY LANGUAGE n What a speaker looks like while delivering a message affects the listener’s understanding most.

TYPES OF BODY LANGUAGE Remember that you are dealing with “PEOPLE” n (P)OSTURES n How do you use hand gestures? Stance? n (E)YE n & GESTURES CONTACT How’s your “Lighthouse”? n (O)RIENTATION n How do you position yourself? n (P)RESENTATION n How do you deliver your message? n (L)OOKS n Are your looks, appearance, dress important? n (E)XPRESSIONS n OF EMOTION Are you using facial expressions to express emotion?

THANK YOU FOR LISTENING ; )