INTERPERSONAL COMMUNICATION CHAPTER 13 COMMUNICATION Interpersonal communication is

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INTERPERSONAL COMMUNICATION CHAPTER 13

INTERPERSONAL COMMUNICATION CHAPTER 13

COMMUNICATION Interpersonal communication is the exchange of information between two people. It is successful

COMMUNICATION Interpersonal communication is the exchange of information between two people. It is successful when the receiver understands the meaning of the message. Good interpersonal communication is needed to provide safe and effective care. n WHAT YOU SAY AND HOW YOU SAY IT ARE EQUALLY IMPORTANT

COMMUNICATION n n n n FACTORS THAT INFLUENCE COMMUNICATION Perceptions Experiences Physical and mental

COMMUNICATION n n n n FACTORS THAT INFLUENCE COMMUNICATION Perceptions Experiences Physical and mental health Emotions Values Beliefs Culture

COMMUNICATION TO EFFECTIVELY COMMUNICATE WITH CLIENTS n Understand respect them n Be sensitive to

COMMUNICATION TO EFFECTIVELY COMMUNICATE WITH CLIENTS n Understand respect them n Be sensitive to their situation and needs n Accept their culture and religion n Appreciate their stress, problems and frustrations n Understand their meaning rather than just their words

COMMUNICATION TYPES OF COMMUNICATION Verbal communication are messages sent through the spoken word or

COMMUNICATION TYPES OF COMMUNICATION Verbal communication are messages sent through the spoken word or even sign language. To effectively communicate with words, you need to: n Choose your words carefully n Use simple everyday language n Speak clearly, slowly and distinctly n Control the volume and tone of your voice n Be brief and concise n Present information in a logical manner n Ask one question at a time n Determine understanding n Do not pretend to understand

COMMUNICATION In non-verbal communication, messages are sent without words. Instead messages are sent through

COMMUNICATION In non-verbal communication, messages are sent without words. Instead messages are sent through body language, touch and the use of silence. Body Language n Posture n Appearance n Facial Expressions n Body Movements n Eye contact n Gestures

COMMUNICATION Touch conveys n Warmth n Comfort n Concern n Affection n Trust n

COMMUNICATION Touch conveys n Warmth n Comfort n Concern n Affection n Trust n Reassurance Silence can convey n Acceptance n Fear n Rejection n The need for quiet time

COMMUNICATION METHODS n Active listening n Paraphrasing n Empathetic listening n Asking closed questions

COMMUNICATION METHODS n Active listening n Paraphrasing n Empathetic listening n Asking closed questions n Asking open-ended questions n Clarifying n Focusing

COMMUNICATION n n n COMMUNICATION BARRIERS Interrupting Answering your own questions Giving advice Minimizing

COMMUNICATION n n n COMMUNICATION BARRIERS Interrupting Answering your own questions Giving advice Minimizing problems Using patronizing language Failing to listen COMMUNICATING WITH ANGRY PEOPLE SEE BOX 12 -3. PG 122 IN YOUR TEXT

COMMUNICATION COMMUNICATING ASSERTIVELY n Assertiveness is a style of communication in which thoughts and

COMMUNICATION COMMUNICATING ASSERTIVELY n Assertiveness is a style of communication in which thoughts and feelings are expressed positively and directly without offence to others. You stand up for your rights while respecting the rights of others.