RAPPORT BUILDING 1 Instructional Objectives 1 Define rapport

RAPPORT BUILDING 1

Instructional Objectives 1. Define rapport building and provide a rationale for its use by WIC counselors in nutrition assessment 2. Describe cultural, language, and other barriers to effective communication. Identify these barriers within the WIC environment and develop strategies to overcome them 3. Demonstrate non-verbal communication techniques which result in positive and effective communication 4. List, describe, and demonstrate effective use of interpersonal communication techniques that promote a participant-centered approach to nutrition assessment 5. Effectively use rapport building and interpersonal communication techniques in response to WIC scenarios 2

Rapport Building • Importance per VENA • Rationale because it works! 3

What Words Describe Rapport Building? Let us take a few moments to write down some of your thoughts… 4

Barriers to Effective Communication This module will describe language, cultural, and other barriers to effective communication within the WIC environment and discuss strategies to overcome them 5

Barriers to Effective Communication 2. 2 Cross Cultural Awareness 6

Barriers to Effective Communication • Ex 2. 1 Cross-cultural Nutrition Quiz 7

Communicating Between Cultures View and discuss video Communicating Between Cultures Refer to handouts: H 2. 1 Effective Cross-cultural Communication H 2. 2 Guidelines for Cross-cultural Communications H 2. 3 Variety of Ethnic Food Practices H 2. 4 Web-based Resources H 2. 5 Multicultural Food Pyramids 8

Guidelines for Effective Communication Handouts: H 2. 6 Low Literacy H 2. 7 Deaf or Hard of Hearing H 2. 8 Little or No English H 2. 9 Use of Interpreter 9

Other Barriers to Communication Environmental Appearance/Dress Generational/Situational Poverty Language 2. 3 Clarification of Technical Terms • What Are Some Communication Barriers That You Have Experienced? 10

If You Only Do 5 Things • • • Create a positive environment Limit your teaching objectives Communicate clearly and simply Use multiple ways to get message across Verify understanding 11

Nonverbal Communication Techniques Have perceived meanings Exhibited by counselor and participants 12

Effective/Ineffective Counselor Nonverbal Behavior Handout H 3. 1 Effective and Ineffective Nonverbal Communication View and discuss video Nonverbal Communication Exercises Ex 3. 1 Attach Meaning to Nonverbal Behaviors Ex 3. 2 Identifying Nonverbal Behavior 13

Interpersonal Communication Techniques Overview • Utilize rapport building to establish participant-centered approach to nutrition assessment • Practice OARS techniques 14

Participant-Centered Approach Handouts H 4. 1 Positive Approach to Nutrition Assessment H 4. 2 Getting Permission 15

OARS Techniques Open Ended Questions Affirmations Reflective Listening Summarize 16

Open Ended Questions Handouts: H 4. 3 Open-ended Questions H 4. 4 Tried and True Open-ended Questions Exercises: Ex 4. 1 Practice Using Questions 17

Affirmations Handout H 4. 5 Affirmations 18

Reflective Listening Handout H 4. 6 Reflective Listening Exercises Ex 4. 2 Practice Reflective Listening 1 Ex 4. 3 Practice Reflective Listening 2 19

Summarize Use handout H 4. 7 Summarizing Use exercise Ex 4. 4 Practice Summarizing 20

Rapport Building Evaluation View and discuss video WIC Scenario Exercise to Accompany Video Ex 5. 1 Video Checklist Exercise Ex 5. 2 Case Study 21