Interpersonal Communications
HAS 3230
Feedback
• Johari WindowOthers see
Others don’t
You see
You don’t
Feedback
• Johari WindowOthers
seeOthers don’t
You see
You don’
t
Feedback
• Johari WindowOthers see
Others
don’t
You see
You don’t
Giving Feedback
• Why, when• Specifics• Speak for yourself• Outline
– Observation– Effect on me or outcome– Pause– Suggestion or question
Receiving Feedback• Be receptive• Listen• Remain calm• Don’t argue/defend• Probe for understanding• Acknowledge other’s perceptions• Process and act
Rules Theory
What happens without rules?
• The race for those with no sense of direction.
Defining Rules
• Implicit• Explicit
Rules in Action
• Followable• Prescriptive• Contextual• Pertain to Behavior
Rule Behavior
• Rule-following• Rule-according• Rule-fulfilling
Uncertainty Reduction Axioms
• Present at the beginning• Nonverbal support• Information seeking• Intimacy
Uncertainty Reduction Axioms
• Reciprocity• Similarities• Liking
Strategies
• Passive• Active• Interactive
Social Exchange Theory
• Maximize positive outcomes• Reduce negative outcomes• Achieve rewards
Equity (Social Exchange)
• Fair and equal• Maximize outcomes• Compromise• Inequity = distress• Restore equity
Restoring Equity
• Behaviors are altered• Distort reality
Social Styles
• Understanding social styles
• Framework for viewing style
• Applying your social style
Social Styles
• Understanding social styles– Your own style– Others’ social style
• Framework for viewing style
• Applying your social style
Social Styles
• Understanding social styles
• Framework for viewing style
• Applying your social style
The Four Social Styles
TellingAsking
Controlled
Emotive
Assertiveness
Em
otion ability
EXPRESSIVEAMIABLE
ANALYTIC DRIVER
From Guide to Interpersonal Communication
Social Styles
• Understanding social styles• Framework for viewing style• Applying your social style
– Identify your style– Identify others’ styles– Adapt your style to others– Work effectively with others
Rules and Laws in an HSO
Rules and Laws in an HSO
• List examples of communication rules and/or laws we might experience in a health care setting
• Why is it important to “obey” those rules or laws? What happens to those who don’t?
• Can we teach others to communicate better? How?
The Four Habits Model
• Invest in the beginning• Elicit patient’s
perspectives• Demonstrate empathy• Invest in the end
Problems in Health Care
• Client cooperation• Miscommunication• Misunderstandings• Unrealistic expectations• Lack of sensitivity• Dissatisfaction
Therapeutic Relationships
Helping another person to understand himself or herself more fully, thereby aiding that individual in deciding how to direct behaviors to best achieve needs and goals.
Therapeutic Relationships
• Empathy• Trust• Honesty• Validation• Caring• Humor
Interpersonal Deception
• Falsification• Concealment• Equivocation
The Look of Liars
• Uncertainty and vagueness• Nonimmediacy, reticence,
withdrawal• Disassociation• Image/Relationship
protecting
Truth will prevail (maybe)
• Canned performances• Lie detector• Felt emotions• Cognitive overload
Respondents’ Dilemma
• Truth bias• Social contract• Seize and freeze• Suspicion
– Avoid direct confrontation– Take-charge interview
Respondents’ Dilemma
• Oblivious• Deceiver adjustment
– Maneuvers– Respondents behaviors are
obvious– Deceivers’ knowledge
• Doubt your ability
Bottom Line
When talking with others, I should doubt my ability to detect deception.
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