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Interpersonal Communications

Interpersonal Communications. HAS 3230. Feedback. Johari Window. Feedback. Johari Window. Feedback. Johari Window. Giving Feedback. Why, when Specifics Speak for yourself Outline Observation Effect on me or outcome Pause Suggestion or question. Receiving Feedback. Be receptive

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Interpersonal Communications

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  1. Interpersonal Communications HAS 3230

  2. Feedback • Johari Window

  3. Feedback • Johari Window

  4. Feedback • Johari Window

  5. Giving Feedback • Why, when • Specifics • Speak for yourself • Outline • Observation • Effect on me or outcome • Pause • Suggestion or question

  6. Receiving Feedback • Be receptive • Listen • Remain calm • Don’t argue/defend • Probe for understanding • Acknowledge other’s perceptions • Process and act

  7. Rules Theory

  8. What happens without rules? • The race for those with no sense of direction.

  9. Defining Rules • Implicit • Explicit

  10. Rules in Action • Followable • Prescriptive • Contextual • Pertain to Behavior

  11. Rule Behavior • Rule-following • Rule-according • Rule-fulfilling

  12. Uncertainty Reduction Axioms • Present at the beginning • Nonverbal support • Information seeking • Intimacy

  13. Uncertainty Reduction Axioms • Reciprocity • Similarities • Liking

  14. Strategies • Passive • Active • Interactive

  15. Social Exchange Theory • Maximize positive outcomes • Reduce negative outcomes • Achieve rewards

  16. Equity (Social Exchange) • Fair and equal • Maximize outcomes • Compromise • Inequity = distress • Restore equity

  17. Restoring Equity • Behaviors are altered • Distort reality

  18. Social Styles • Understanding social styles • Framework for viewing style • Applying your social style

  19. Social Styles • Understanding social styles • Your own style • Others’ social style • Framework for viewing style • Applying your social style

  20. Social Styles • Understanding social styles • Framework for viewing style • Applying your social style

  21. The Four Social Styles Controlled ANALYTIC DRIVER Asking Telling Emotion ability Assertiveness AMIABLE EXPRESSIVE Emotive From Guide to Interpersonal Communication

  22. 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

  23. Rules and Laws in an HSO

  24. 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?

  25. The Four Habits Model • Invest in the beginning • Elicit patient’s perspectives • Demonstrate empathy • Invest in the end

  26. Problems in Health Care • Client cooperation • Miscommunication • Misunderstandings • Unrealistic expectations • Lack of sensitivity • Dissatisfaction

  27. 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.

  28. Therapeutic Relationships • Empathy • Trust • Honesty • Validation • Caring • Humor

  29. Interpersonal Deception • Falsification • Concealment • Equivocation

  30. The Look of Liars • Uncertainty and vagueness • Nonimmediacy, reticence, withdrawal • Disassociation • Image/Relationship protecting

  31. Truth will prevail (maybe) • Canned performances • Lie detector • Felt emotions • Cognitive overload

  32. Respondents’ Dilemma • Truth bias • Social contract • Seize and freeze • Suspicion • Avoid direct confrontation • Take-charge interview

  33. Respondents’ Dilemma • Oblivious • Deceiver adjustment • Maneuvers • Respondents behaviors are obvious • Deceivers’ knowledge • Doubt your ability

  34. Bottom Line When talking with others, I should doubt my ability to detect deception.

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