Communications

Interpret elements of verbal and non-verbal communication.

Communication Model

Sender Receiver Message Medium Feedback

Sender, Receiver, Message, Medium, Feedback.

Sender: Originates the message Receiver: Hears or takes in the message. Message: Information to be transmitted. Medium: Form of the message-voice, written

words, non-verbal actions, telephone, newspaper, sign, etc.

Feedback: Response from the receiver, can be verbal or non-verbal.

Test your gray matter…

Which of the following is the BEST way to describe the sender in the communication model?

The person who originates the message to betransmitted.The person who speaks most frequently.The person who provides the feedback.The person who concludes the conversation.

Cont.

In the communication model, Judy sends a message to Susan. What does Susan send to Judy?

Content, Feedback, Message, orResponse.

Non-verbal Communication

Gesture Postures Touch Use of space

Test your gray matter….

You enter Mrs. Beam’s hospital room to find her sweating, grimacing, rolling from side to side in bed, and holding her stomach. What non-verbal message is being transmitted?

Hunger, Pain, Humor, or Anger

Cont.

Non-verbal communication includes all of the following EXCEPT the use of:

Gestures, Posture, Whispering, or Facialexpression.

Cont.

In stressful situations, a person’s feelings are often communicated by means of:

Non-essential behavior, Sentencesemantics, Non-verbal behavior, orUnconscious behavior

Influences on communication.

Perception Social influence Cultural influence Physical and Psychological Needs Time Values

Perception: Be warm and friendly Social Influence: Be sensitive to the feelings

and needs of others Cultural: May have different language, or

beliefs Physical and Psychological: Blind,or deaf Time: talking to fast or to slow Values: need eye contact

Discuss communication barriers….

Physical disabilities:patients with hearing or visual impairments may have difficulty

Cultural diversity: Jewish patients may request a special diet when in the hospital. Example: kosher diet.

Cont.

Psychological Barriers Scapegoating: is a communication

block which happens when one person blames another person or group

A hidden agenda: Is when a person with special interests hears messages that will advance his/or her ideas

Cont.

Stereotyping: When we group people into classes and roles we created

Semantics: the language used to achieve a desired effect on an audience

Preoccupation: day dreaming, not paying attention

First Impression: judging someone by their looks.

Communication Barriers

Killer Phrases: they tend to shut people down, make people reluctant to voice future ideas, and squelch good ideas.

Test your gray matter..

Mr. Ragland states he cannot eat the pork chops served to him at dinner and requests a Kosher diet. This is an example of what type of influence on communication?

Past experience, Self concept, Nutritionalor cultural

Cont.

Killer phrases create blocks to communication for all of the following reasons EXCEPT:

They tend to shut people downThey cause guilt by associationThey make people reluctant to voice future ideasThey squelch good ideas

Test your gray matter…

Mrs. Smith says “this work is not acceptable” and suggests that Leslie rewrite her paper. Leslie went home and told her parents that Mrs. Smith “fussed me out.” The difference in words used to describe the communication between Mrs. Smith and Leslie is: Stereotyping, Semantics, Projection or Charisma

Cont.

Mallory is worried about her swim meet after school and does not hear something her teacher says. What block to communication is Mallory experiencing?

Status, First impression, Semantics, orPreoccupation

Cont.

Andres interviews five people for a job, and chooses a young, attractive applicant who is dressed in designer clothing. Andres could be experiencing which block in communication?

Scapegoating, Semantics, Hiddenagenda, or First impression

Cont.

When we group people into classes and roles we create and then find it difficult to adjust our thinking, even when the facts prove us wrong, we are guilty of:

Stereotyping, Projecting, Being defensive,or Being hostile

Cont.

What communication block happens when one person blames another person or group? Status , Semantics, Scapegoating, or Past experience

A person with a special interest who hears messages that advance his/her ideas is said to have: Charisma, Time pressures, Status, or A hidden agenda.

Apply Communication Skills

Speaking and listening Be sure your actions support your Message. Listen for 2-3 minutes before taking

notes. You should not sit back and relax when

listening to a speaker.

Cont.

Positive Responses “I never thought of that.”

Encouragement “I have faith in you.”

Test your gray matter…

Which of the following is a guideline to being a better speaker?

Do what you know best and take command of your audience

Try not to understand, but to be understoodBe sure your actions support your messageDon’t worry about the overtones of your

message.

Cont.

Which of the following is NOT a bad listening habit?

Listening for 2-3 minutes before taking notes.Calling the subject uninteresting.Letting emotion-laden words affect your listeningCriticizing the speaker’s delivery or appearance

Cont.

When your are listening to a speaker, you should NOT?

Hear the speaker out before judging the message

Identify and overlook word barriersSit back and relaxListen for main ideas and concepts

Cont.

Of the following, what is the most positive response to a person’s suggestion?

“I never thought of that.”“That’s a good idea, but…”“We’ve never done it that way.”“Let’s discuss it at some other time.”

Cont.

Sarah is not sure about a task you have asked her to accomplish. What might you say to encourage Sarah?

“I have faith in you.”“Let’s discuss it at some other time.”“Just don’t step on anyone’s toes.”“You can do it, however…”

Communicate…..

The end!!!