Ch.17 Applied Interpersonal Communication

Communication

the exchange of information, thoughts, ideas, and feelings between two or more ppl

compassion

Having deep awareness of the suffering of another and the wish to ease it

Nonverbal communication

Occurs thru body language and expressive behaviors rather than with verbal or written words

Diversity

Differences and similarities in identity, perspective, and POV among ppl.

Nationality

Pertains to the country where the person was born and holds citizenship.

Race

a group of people who share a set of physical characteristics

Culture

General customs, norms, values, and beliefs held by a group of people

Ethnicity

A group of people who share common ancestry , culture, religion, traditions, nationality, language, etc.

Dignity

the inherent worth or state of being worthy of respect

Poised

having a composed and self-assured manner

Respect

showing consideration or appreciation for another person

Verbal and Nonverbal Communication

Affect how the other person perceives the message

Communication Delivery Factors

Related to how we deliver our VERBAL message

What do you do when interacting w/ a patient who has a diff culture?

1.Follow the patient's lead in terms w/ nonverbal behaviors and personal space

2.Use Gestures Cautiously

3.Don't touch a child's head

4.remember some face expressions can be misinterpreted

5.Lack of eye contact can relate to nervousness or the culture.

Spatial Distance

Space between one person and another

clarity

Refers to the QUALITY of the voice

Pitch

Refers to the HIGHNESS AND LOWNESS of the voice

Tone

Refers to the EMOTION in the voice

Intonation

Refers to the melodic pattern or the pitch variation

self-confident

Person appears confident and self-assured, has good posture, and makes appropriate eye contact

Insecure

Person is quiet, courteous, and has good listening skills, but tends to focus more on others than oneself

Arrogant

Person has increased personal space, appears to bore easily, and is a poor listener

Embarrassed

Person has a nervous giggle and tends to avoid eye contact with others

Fearful

Person has wide open eyes, looks around, grasps their hands, and has a rigid posture

Resentful

Person hunches the shoulders, crosses the arms, and mutters/whispers

VERBAL Communication

Words used in oral or written form

Communication Cycle

Describes the sender-receiver process

written communication

Type of Verbal Communication in which we create written messages for the receiver

Oral Communication

Type of verbal Communication in which we talk to others and listen to them

Passive Communicators

Ppl who avoid expressing feelings or opinions

Passive Communicators Nonverbal Behaviors

1.Speaking in a soft voice with their head down and no eye contact

2.Fidgeting and hesitating

3.Being self-conscious and belittling their contributions

Aggressive Communicators

Try to dominate others

Aggressive Communicators Nonverbal Behaviors

1.Speaking in a low voice

2.Using big, sharp, and fast gestures

3.Glaring/frowning

4.Invading other's personal space intentionally

Passive Aggressive Communicators

Always deny problems and appear to be cooperative but plan subtle sabotage or disruptions

Passive Communicators Nonverbal Behaviors

1.Speaking in a sugary voice

2.Looking Sweet and Innocent

3.Moving into other's personal space and touching others to pretend to be warm and friendly

Manipulative communicators

Cunning and try to control others

Manipulative Communicators Nonverbal Behaviors

1.Speaking in a high pitched voice

2.Being demeaning or condescending when talking with others

Assertive Communicators

Clearly States their needs and wants

Assertive Communicators nonverbal behaviors

1.speaking with a medium pitch, speed, and volume of voice

2.Having good eye contact

3.using positive and open nonverbal behaviors

4.being respectful of others

therapeutic communication

Process of communicating with patients and family members in healthcare

active listening

Most important therapeutic communication technique tht takes time to master

Open ended question or statement

Asks general information or stated the topic being discussed, but only in general terms

Closed (direct) questions

Questions for specific info

Clarification

Allows the listener to get additional information by explaining a specific topic or statement

Exploring

Allows the listener to get additional information about a certain topic

General leads

Alaska listen to get additional information and prompts the speaker

Neutral

Encourage is the speaker to continue and conveys you are interested in listening to the message.

Reflection

Putting words to the persons emotional reaction which acknowledges the person's feelings. Also helps to check what the person is feeling instead of just assuming. Shows empathy and helps build report

Restating/rephrasing

Rewording or rephrasing a statement to check the meaning in interpretation. Also shows you are listening and understanding this speaker.

Silence

Allows time to gather thoughts and answers questions

Summarizing

Allows the listener to recap and review what was said

Aphasia

Being unable to understand what is being said or to use the right words to express thoughts

apraxia of speech

Difficulty coordinating mouth movements for speech

Dysarthria

Slurred speech

Cognitive communication disorder

Issues w/ memory, attention, organization, processing speed, and problem solving

Empathy

The ability to understand another perspective, expand or motivations

Rapport

A relationship of harmony and accord between the patient in the healthcare professional

Emotional distractions barrier

Noise, lack of privacy, temperature

Internal distractions barriers

Hunger, pain, anger, tardiness

Visually impaired barrier

Unable to see written communication

Hearing impaired barrier

Unable to hear verbal communication

Intellectual disability barrier

Unable to understand what is being said, may be functioning at a lower age level

Speech disorders barrier

Difficulty speaking, or finding the right word

Illiterate barrier

Unable to read or write

Non-English speaking barrier

English is not the patient's primary language; Lack of understanding of medical Termanology

Emotional distraction barrier

Fear and anxiety related to being judged by the healthcare, professional, semi colon inability to explain personal feelings; angry, or distraught patients may not hear what it said, or may not be able to communicate effectively

intimate space (Personal Space)

Distance of 0 to 1.5 feet

Casual-personal space

Distance of 1.5 ft to 4 ft

Social business space

Distance of 4 to 12 ft

Public Space

Distance greater than 12 ft