Interpersonal Communication

Interpersonal Communication includes (10)

1. decision making skills

2. self awareness

3. conflict resolution

4. emotional intelligence

5. questioning

6. communication skills

7. relationship management

8. teamwork

9. staying positive

10. problem solving skills

what are the 4 core skills

1. non verbal/body language

2. open ended questions

3. reflective listening

4. empathy statements

non verbal/body language is —% of our ocmmunication

80

define open ended questions

questions that invite a story

define reflective listening

summarizing and repeating back

define empathy statements

acknowledging and naming an emotion

leadership is not management, but rather

a respect that is earned

to manage conflict effectively you must be a

skilled comunicator

to manage conflict you need to create a

open communication environment`

what are the 10 Commandments of Conflict

1. Thou shalt not argue angry.

2. Thou shalt not try to win.

3. Thou shalt not blame thyself or others.

4. Thou shalt not gunny sack

5. Thou shalt not evaluate your partner’s motives or goals.

6. Thou shalt not become overly emotional.

7. Thou shalt not deny your emotions.

8. Thou shalt not simply surrender to make peace.

9. Thou shalt not use intense language simply to offend your partner.

10. Thou shalt not be self-centered.

define communication process

refers to the exchange of information (a message) between two or more people

define sender

The communication process starts with the sender

define message

The content or information

define channel

How the message is transmitted

define receiver

Person whom the message is directed to

define noise

actors that can interfere with the message being sent, received or understood

define feedback

The verbal or nonverbal response that the receiver gives you

what is the path for communication (6)

sender → message → channel → receiver → noise → feedback

what are the tips on making a first impression (8)

1. Be on time

2. Dress the part

3. Be mindful of your body language and posture

4. Come prepared

5. Be authentic

6. Put your phone away and on silent

7. Make a connection

8. Don’t forget to follow up

define formal communication

refers to the flow of information through the proper, predefined channels and routes.

define formal vertical information

flows from the top down, from executive and directors to managers and then to staff.

define formal horizonal information

occurs between people or departments who work closely together and are located near each other on the organizational chart.

define informal communication

refers to communication which is not planned or managed in an organized manner and basically spreads fast in any direction.

informal communication is considered (2)

gossip and rumors

define verbal communication

any type of interaction that uses spoken word or sounds to express yourself

define non verbal communication

Your facial expressions, gestures, posture and tone of voice are powerful communication skills.

examples of nonverbal communication (4)

1. eye contact

2. remaining silent during a conversation

3. acknowledging someone’s personal space

4. touch

define written communication

means the sending of messages, orders or instructions in writing

The 3 management practices that demonstrated the largest potential to increase income were

1. related to employee longevity

2. employee satisfaction

3. client satisfaction.

3 broad types of communication skills have been identified

1. content skills

2. process skills

3. perceptual skills

define content skills

what doctors communicate

define process skills

relate to how doctors communicate through verbal and nonverbal methods of communication

define perceptual skills (2)

1. cognitive skills

2. relationship skills

define paternalism VCPR

In this model, the veterinarian dominates the medical encounter, setting the agenda and goals for the visit, and the client’s voice is diminished.

define Relationship-centered care VCPR

characterized as a partnership in which negotiation and shared decision-making are used to take the patient’s perspective into consideration.

examples of body language (5)

1. facial expressions

2. gestures

3. body position

4. tension

5. touch

examples of spatial relationships (4)

1. examination table

2. animal

3. computer

4. seating

what are examples of paralanguage (5)

1. voice tone

2. rate

3. rhythm

4. emphasis

5. volume

what are examples of autonomic responses (6)

1. flushing

2. blanching

3. tearing

4. sweating

5. changes in breathing pattern

6. pupil size

define reflective listening

reflecting back in your own words the content or feelings behind the person’s message

3 Techniques for reflective listening include

1. echoing

2. paraphrasing

3. summarizing

define echoing

repeating the last few words that a client said

define paraphrasing

to restate in your own words the content or feelings behind the client’s message

define summarizing

presenting an explicit summary to the client of the information gathered thus far

define empathy

viewing a situation from the client’s perspective

define sympathy

feeling pity or concern from outside of the client’s position

The key steps to teaching and learning clinical communication skills are as follows (5)

1. Delineation of the skills

2. Observation of skill use

3. Self-reflection on videotaped interactions

4. Feedback

5. Opportunities for practice