Communication Techniques

KNR 253

Austin, 2009

Communication Defined

Verbal and nonverbal transmission of ideas, feelings, beliefs, and attitudes that permits a common understanding between the sender of the message and the receiver

P. 275

Implies exchange of information and ideas Between at least 2 people Results in common understanding

Communication

Communication is critical in life

AND in therapeutic recreation

It is a basic competency needed by a TRS to be a helping professional

Elements of the Communication Process

1. Communicator – who

2. Message – what said

3. Medium – how (in what way)

4. Receiver – to whom

5. Feedback – with what effect• Feedback assures intended message was received• Through feedback either verifies message was

understood or discovers it was misunderstood

4 Factors Influencing Verbal Communication

How material is presented in terms of vocabulary

The ability to speak with clarity The voice tone and volume The speaker’s attitude or feeling toward the

client

Vocabulary

Need to choose right words

Use everyday words (avoid jargon)

State ideas in simple terms

Clarity

Don’t speak too softly or rushed If asked to repeat instructions, may be speaking

too softly or too fast Avoid rambling

Define terms Develop one idea at a time Repetition can be helpful Relate new concepts to old ones Determine what needs emphasis

Voice Tone and Volume

Voice inflection can be as important as word choice Need to project appropriate feelings

Excitement, enthusiasm

Volume can control others If want attention from group, may be better to

speak softly or moderately Project but don’t shout

Attitudes

Attitude or feelings towards clients Positive or high regard Show genuine concern

May need to confront about behaviors

Listening

TRS need to communicate and listen Important to understand the client

Barriers to Listening

Internal Hearing problem Negative attitude Lack of interest

Tune out Lack of facts

Fill in the gaps yourself Sensory overload

Too much information Thinking about response Others?

External Environment Interruptions Concentrating on

something about the client that is distracting

Others?

Listening Skills

Is more than being quiet and hearing what the other person says

Most people lack skills to listen effectively To be effective at listening, need to develop listening

skills Effective or active listening

Attending Paraphrasing (restatement) Clarifying Perception checking

Effective or Active Listening

Attending Lets client know you are interested or paying attention

1. Eye contact Frequent but not starring

2. Posture Not too tense or too relaxed Lean forward slightly

3. Gestures Nod head

4. Verbal behavior Don’t interrupt, jump topics “I see” Smile

SOLER Acronym for Active Listening

S: sit squarely facing client O: Observe an open posture

Don’t cross arms or legs

L: Lean toward client Shows you are involved in the interaction

E: Establish eye contact R: Relax

Fidgeting can show lack of interest

Effective or Active Listening

Paraphrasing (restatement) Used to assist in understanding client’s

statements and to provide support and clarification

Listen to basic idea Briefly restate, summarizing what was said Note client’s response to determine accuracy

Tells you are listening Confirms your understanding of central message

Paraphrasing Example

Client: I really think it’s neat to go to the beach; it’s so nice with the sand and all. It’s fun. I could spend days there.

TRS: You really enjoy going to the beach. Client: Yes, I like it a whole lot.

Effective or Active Listening

Clarifying Notes you are confused about what was said Helps client sort out confused thoughts

Can ask client to rephrase I’m confused. Would you go over that again for me?

Or ask client to respond to your interpretation of what was said I think I got lost there. Let me try to restate what I thought

you said.

Effective or Active Listening

Perception checking (Checking out) Similar to clarifying Here you are checking on the accuracy of your

perceptions of what the client said Paraphrase what you think you heard Ask client to confirm or disconfirm your understanding Permit client to correct inaccurate perceptions

You seem to be happy … is that right?

Additional Verbal Techniques

Minimal verbal response Indicates interest without disrupting client’s

communication “mm-mm” “I see” “Yes”

Additional Verbal Techniques

Probing Used to obtain more information Open-ended questions that need more than yes

or no or one word response Often use what, where, when, or how

“Tell me more” “Let’s talk about that” “What are you thinking when you are silent?”

Additional Verbal Techniques

Reflecting (reflection of feeling) Used to help client understand and accept own

feelings Paraphrased response to feeling communicated

either verbally or nonverbally

Client: I was mad as hell that they didn’t ask me to join the team.

TRS: It seems like you were feeling very angry about not being chosen

Additional Verbal Techniques

Interpreting Used to add new perspectives to client’s understand of

own behaviors, thoughts, or feelings Based on direct observation of what client says or does Need to get feedback to see if your interpretation is correct

Client: I just can’t seem to get my act together to join the club. I tend to put it off even though I really want to do it.

TRS: You seem to be frightened to take the first step of joining

Additional Verbal Techniques

Confronting Used to encourage honest self-examination Help client be congruent in what says and does Shouldn’t use until rapport established

“You say you’re angry, yet you’re smiling.” “On the one hand, you seem to be hurt by not getting

that job, but on the other hand you seem sort of relieved.”

Additional Verbal Techniques

Informing Used to convey information to client and not to

advise the client Factual information

Client: I don’t know what activity to get into. TRS: Let me describe the choices you have here at

the center.

Additional Verbal Techniques Summarizing

Pulls together and condenses important elements Used to avoid fragmentation and give direction Often means to end conversation or session Could be used to reflect a set of feelings communicated

over several minutes

Client: A lot of time I’d rather stay home and watch a game on TV, or read the paper or something like that. My wife always wants to go out and I don’t think I should have to go just because she wants to.

TRS: You would prefer to stay home, while your wife wants you to go out with her.

Additional Verbal Techniques

Self-disclosing Used when it will be helpful for client Should be limited

Who’s needs am I meeting? Mine or the clients? Often helpful during beginning phase of therapeutic

relationship

Client: This is my cat, Plato. I don’t know what I would do without him. He is like a friend.

TRS: I love my cat, Sam, too. He greets me every evening when I get home. I guess he is like a friend to me also.

Additional Verbal Techniques

Focusing Used to help client determine which problems are most

important

Client: And the last thing, from the many I’ve discussed, is that I can’t stand up for myself. I let other people walk all over me.

TRS: You’ve talked about a number of problems. These appear to include being dissatisfied with your school work, loneliness, and an inability to be assertive. Which one seems the most important one that you would like to work on first?

Additional Verbal Techniques

Making observations Used to say what was observed or perceived

Observation: The client’s hand are drawn together, forming tight fists.

TRS: You seem tense.

Additional Verbal Techniques

Closed questions Can be answered with yes or no or call for factual

information. Use if you want specific information

TRS: What is your hometown? Client: I’m from Normal.

Additional Verbal Techniques (Open questions/statement)

Facilitative questions and statements Used to encourage clients to express ideas and

feelings

Observe: “Tell me more about yourself.” Describe: “What did you feel at the time?” Analyze: “What do you see as the reason?” Formulate: “What would you say was the problem?” Test: “What would you do if a situation like that came

up again?”

Additional Verbal Techniques

Use of silence Give time to think or respond Draw people out Don’t bombard with questions

Additional Verbal Techniques

Acknowledgement of nonverbal behavior Don’t interpret behavior Can speculate or ask clarification of gesture

“You look quizzical. Do you follow what I am saying?” Your body is looking more relaxed now. Are you

feeling more relaxed?”

Hackney & Cormier

Additional Verbal Techniques

Accent 1-2 word restatement that brings attention to a

preceding client response Use tone of voice that suggests you want the

client to elaborate

Client: “I’d like to have more self-confidence, but then I’d only be fooling myself.”

TRS: “Fooling yourself?”

Hackney & Cormier

Barriers to Therapeutic Communication

Giving advice: “If I were you….” Giving false reassurance: “Don’t worry…

everything will be OK.” Being judgmental: “You’re wrong.” Stereotyped responses: “Keep your chin up.” Patronizing: “Now, Honey,…”

NONVERBAL COMMUNICATION2/3 of communication is nonverbal

Message doesn’t rely on spoken word Nonverbal is continuous in human interactions

It is important to communication for1. Picking up on cues from clients and staff

2. Becoming aware of effects of your own behaviors on others

NONVERBAL COMMUNICATION

1. Behavioral/Visual Cues FACIAL EXPRESSION

Smile, frown, blush, poker face EYE CONTACT

Shifty, need to be aware of cultural differences BODY MOVEMENTS

Biting nails, touch, fidgeting HAND GESTURES

Thumbs up, drumming fingers on table PHYSICAL APPEARANCE AND THE USE OF

OBJECTS Clothing, jewelry, office decoration, car, t-shirts

Nonverbal Communication (cont)

2. Vocal cues Tone, volume, rate of speech

“ah”, “OK”, using the same pitch

3. Spatial and Temporal cues Timeliness, spacing, placement of

furniture Arriving late (cultures), personal space

Responding to Cognitive Content

Your task is to identify and respond to client thoughts or ideas dealing with

Events People Things

Most often used techniques:

Silence, min.verbal activity, restatement and probe

Hackney & Cormier

Responding to Affective Content

Your task is to identify and respond to client feelings and emotions as evidenced by

Verbal statements Non-verbal cues

Most often used techniques:Reflection of feeling, summarization of feeling

Hackney & Cormier