EO 002.01 Effective Communication (Dari)

1. EO 002.01 Effective Communication(Dari) 01/09/2013

2. Importance of Lesson(Dari) • Insert Dari • Communication is the act of transferring information from one place to another: • vocally (using voice) • written (using printed or digital media such as books, magazines, websites or emails) • visually (using logos, maps, charts or graphs) or • non-verbally (using body language, gestures and the tone and pitch of voice). www.skillsyouneed.com AFAMS

3. Importance of Lesson(Dari) • Insert Dari • How well information can be transmitted and received is a measure of how good our communication skills are. • The ability to be able to communicate information accurately, clearly and as intended, is a vital life skill. • Good interpersonal communication skills enable us to work more effectively in groups and teams www.skillsyouneed.com AFAMS

4. Importance of Lesson(Dari) • Insert Dari • The ability to be able to communicate information accurately, clearly and as intended, is a vital as a Pharmacy Technician. • It allows you gather information quickly and accurately. • It allows you to better understand situations (e.g. patient questions) • It allows you to express yourself more clearly and be understood. www.skillsyouneed.com AFAMS

5. Importance of Lesson(Dari) • Insert Dari • The goal of this lecture is to improve your communication skills to make you more effective in your communication with patients and other healthcare providers. AFAMS

6. Overview EO 001.05(Dari) • Listening • Active Listening • Ineffective Listening • Verbal communication • Non-verbal communication • Opening and Closing Communications • Lesson Review • Scenarios (not graded) • Insert Dari AFAMS

7. ListeningDari Listening: • Listening is the ability to accurately receive messages in the communication process. • Listening is key to all effective communication, without the ability to listen effectively messages are easily misunderstood – communication breaks down and the sender of the message can easily become frustrated or irritated.www.skillsyouneed.com • Insert Dari AFAMS

8. ListeningDari In North America: Adults spend an average of 70% of their time awake engaged in some sort of communication: • 45% listening • 30% speaking • 16% reading • 9% writing • Might be different in Afghanistanwww.skillsyouneed.com • Insert Dari AFAMS

9. ListeningDari dari dari dari dari dari dari AFAMS

10. ListeningDari • The majority of communication time should be spent listening not talking. “If we were supposed to talk more than we listen, we would have two tongues and one ear.” Mark Twainwww.skillsyouneed.com • Insert Dari AFAMS

11. ListeningDari Ten Principles of Listening: • Stop talking: If you are talking you are not listening. • Prepare your self to Listen: Relax. Focus on the speaker. Don’t think of other things. • Put the speaker at ease: Use gestures or words to encourage them to continue to speak. • Remove distractions: Don’t shuffle papers, look out the window, watch TV. • Empathize: Try to understand the other person’s point of view. Don’t have preconceived ideas. • Be patient: Never interrupt or finish a sentence for someone. • Avoid personal prejudice: Don’t become irritated by the persons communication style. www.skillsyouneed .com • Insert Dari AFAMS

12. ListeningDari Ten Principles of Listening Continued: • Listen to the tone: Volume and tone add to what someone is saying. • Listen for ideas: Link together pieces of information that are being said. (e.g. words, volume, tone…) • Wait and watch for non-verbal communication: Gestures, facial expressions, eye-movements. • Do not jump to conclusions about what you see and hear. You should always seek clarification to ensure that your understanding is correct. (Taught later) www.skillsyouneed .com • Insert Dari AFAMS

13. Active ListeningDari Active listening: • Active listening involves listening with all senses and giving full attention to the speaker. “The most basic and powerful way to connect to another person is to listen. Just listen. Perhaps the most important thing we ever give each other is our attention.” Rachel Naomi Remen www.skillsyouneed.com • Insert Dari AFAMS

14. Active ListeningDari Active listening: • Interest can be conveyed to the speaker by using both verbal and non-verbal messages • E.g maintaining eye contact, nodding your head and smiling, agreeing by saying ‘Yes’ or simply ‘Mmm hmm’ to encourage them to continue. • By providing this 'feedback' the person speaking will usually feel more at ease and therefore communicate more easily, openly and honestly.www.skillsyouneed.com • Insert Dari AFAMS

15. Active ListeningDari Active listening: • Listeners should remain neutral and non-judgmental. (e.g don’t take sides or form opinions) • Listeners should not be tempted to jump in with questions or comments every time there is silence. • Active listening involves giving the other person time to explore their thoughts and feelings, they should, therefore, be given adequate time.www.skillsyouneed.com • Insert Dari AFAMS

16. Active ListeningDari Verbal Signs of Active listening: • Positive reinforcement: casual words such as, “yes”. But do not use too often or it can become irritating to the speaker. • Remembering: Previous conversations, or patient names can show you are listening. • Questioning: Asking relevant questions. • Reflection: Closely repeating or paraphrasing what the speaker said to show understanding. • Clarification: Asking questions to ensure the message is understood. • Summarisation: Repeat a summary of what the speaker said in the listener’s own words.www.skillsyouneed.com • Insert Dari AFAMS

17. Active ListeningDari Non-Verbal Signs Of Active listening: • Smile • Eye contact (depends on the culture) • Posture: leaning forward while listening. • Mirroring: reflecting the facial expressions of the speaker. • Not distracted: not looking at the clock or watch, no fidgeting. www.skillsyouneed.com • Insert Dari AFAMS

18. Ineffective ListeningDari • It is common, when listening to someone else speak, to be formulating a reply while the other person is still talking. • However, this means that we are not really listening to all that is being said. • The result is that assumptions are made and conclusions reached about the speaker's meaning that might be inaccurate.www.skillsyouneed.com • Insert Dari AFAMS

19. Ineffective ListeningDari Barriers to Effective Listening • Trying to listen to more than one conversation at a time (including television, radio, or phone) • You find the communicator attractive/unattractive. • You are not interested in the topic/issue discussed and become bored. • Not focusing and being distracted. • Feeling unwell or tired, hungry, thirsty or needing to use the toilet. • Identifying rather than empathizing. Understanding what you are hearing but not putting yourself in the shoes of the speaker. www.skillsyouneed.com • Insert Dari AFAMS

20. Ineffective ListeningDari Barriers to Effective Listening • Sympathizing rather than empathizing. Sympathy is not the same as empathy, you sympathise when you feel sorry for the experiences of another, to empathise is to put yourself in the position of the other person. • You are prejudiced or biased by race, gender, age, religion, accent, etc. • You have preconceived ideas or bias. Be open-minded to the ideas and opinions of others. This does not mean you have to agree. www.skillsyouneed.com • Insert Dari AFAMS

21. Ineffective ListeningDari Barriers to Effective Listening • You make judgments. “This person is not very bright or under qualified so there is no point listening to what they have to say.” • Previous experiences – We respond to people based on personal appearances, welcomes and/or previous interpersonal encounters. If we stereotype a person we become less objective and therefore less likely to listen effectively.www.skillsyouneed.com • Insert Dari AFAMS

22. Demonstration #1 Active ListeningDari AFAMS

23. ReflectingDari • However good you think your listening skills are, the only person who can tell you if you have understood correctly or not is the speaker. • Reflecting is the process of paraphrasing and restating both the feelings and words of the speaker. • The purposes of reflecting are: • To allow the speaker to 'hear' their own thoughts and to focus on what they say and feel. • To show the speaker that you are trying to perceive the world as they see it and that you are doing your best to understand their messages. • To encourage them to continue talking. www.skillsyouneed.com • Insert Dari AFAMS

24. ReflectingDari Two Main Techniques of Reflecting: • Mirroring • Paraphrasing • involves using other words to reflect what the speaker has said • Reflecting does not involve you asking questions, introducing a new topic or leading the conversation in another direction. www.skillsyouneed.com • Insert Dari AFAMS

25. ClarificationDari Clarification involves offering back to the speaker the essential meaning, as understood by the listener, of what they have just said. Thereby checking that the listener's understanding is correct and resolving any areas of confusion or misunderstanding www.skillsyouneed.com • Insert Dari AFAMS

26. ClarificationDari Clarification is important in many situations especially when what is being communicated is difficult in some way. Communication can be 'difficult' for many reasons, perhaps sensitive emotions are being discussed or you are listening to some complex information or following instructions. (Common in a Pharmacy Environment) www.skillsyouneed.com • Insert Dari AFAMS

27. ClarificationDari Purpose of Clarification is to: • Ensure that the listener's understanding of what the speaker has said is correct. • Reassure the speaker that the listener is genuinely interested. • A listener can ask for clarification when they cannot make sense of the speaker's responses. • “I'm not quite sure I understand what you are saying.” • “I don't feel clear about the main issue here.” • “When you said ........ what did you mean?” • “Could you repeat ...?” www.skillsyouneed.com • Insert Dari AFAMS

28. ClarificationDari The best questions are open-ended since they give the speaker choice in how to respond. Closed questions allow only very limited responses. Open Questions • If your role is to assist a speaker to talk about an issue, often the most effective questioning starts with 'when', 'where', 'how' or 'why'. These questions encourage speakers to be open and expand on their thoughts. • “When did you first start feeling like this?” • “Why do you feel this way?” Closed Questions • Closed questions usually elicit a 'yes' or 'no' response and do not encourage speakers to be open and expand on their thoughts. • “Did you always feel like this?” • “Were you aware of feeling this way?” www.skillsyouneed.com • Insert Dari AFAMS

29. Verbal Communication SkillsDari • Effective verbal or spoken communication is dependant on a number of factors and cannot be fully isolated from other important interpersonal skills such as non-verbal communication, listening skills and clarification. • Clarity of speech, remaining calm and focused, being polite and following some basic rules of etiquette will all help you communicate well. • The sound of a voice and the content of speech can provide clues to an individual's emotional state and a dialect can indicate their geographic roots. www.skillsyouneed.com • Insert Dari AFAMS

30. Verbal Communication SkillsDari Effective speaking concerns being able to speak in a public context with confidence and clarity, whilst at the same time reflecting one's own personality. Aspects of effective speaking include: • Accents. (Cannot affect) • Vocal production. www.skillsyouneed.com • Insert Dari AFAMS

31. Verbal Communication SkillsDari Vocal Production: Volume • Some people have naturally soft voices and physically cannot bellow. • If the voice is raised too much, tonal quality is lost. • Instead of raising the voice it should be 'projected out'. • When talking to a group or meeting, it is important to never aim your talk to the front row or just to the people nearest you, but to consciously project what you have to say to those furthest away. www.skillsyouneed.com • Insert Dari AFAMS

32. Verbal Communication SkillsDari Vocal Production: Clarity • Some people tend to speak through clenched teeth and with little movement of their lips. It is this inability to open mouths and failure to make speech sounds with precision that is the root cause of inaudibility. Variety • To make speech effective and interesting, certain techniques can be applied. Vocal variety can be achieved by variations in: • Pace • Volume • Pitch - Inflection – Emphasis • Pause www.skillsyouneed.com • Insert Dari AFAMS

33. Verbal Communication SkillsDari Vocal Variety: • Pace: The speed at which you talk. If speech is too fast then the listeners will not have time to assimilate what is being said. Nevertheless, it is a good idea to vary the pace - quickening up at times and then slowing down – this will help to maintain interest. • Volume: By raising or lowering volume occasionally, you can create emphasis. • Pitch - Inflection - Emphasis: When speaking in public, try to convey the information with as much vocal energy and enthusiasm as possible. Emphasize certain words and phrases to convey their importance. • Pause: Pauses are powerful. They can be used for effect to highlight the preceding statement or to gain attention before an important message. www.skillsyouneed.com • Insert Dari AFAMS

34. Non-Verbal Communication SkillsDari • Interpersonal communication not only involves the explicit meaning of words, the information or message conveyed, but also refers to implicit messages, whether intentional or not, which are expressed through non-verbal behaviours. www.skillsyouneed.com • Insert Dari AFAMS

35. Non-Verbal Communication SkillsDari • Insert Dari Non-verbal Messages Allow People To: • Reinforce or modify what is said in words. For example, people may nod their heads vigorously when saying "Yes" to emphasize that they agree with the other person. • Convey information about their emotional state. • Define or reinforce the relationship between people. • Provide feedback to the other person. • Regulate the flow of communication, for example by signaling to others that they have finished speaking or wish to say something. www.skillsyouneed.com AFAMS

36. Non-Verbal Communication SkillsDari Non-Verbal Communication Skills include: • Body Movements (Kinesics) • Posture • Eye Contact • Para-language • Closeness or Personal Space • Facial Expressions www.skillsyouneed.com • Insert Dari AFAMS

37. Non-Verbal Communication SkillsDari Body Movements (Kinesics) • Emblems: Gestures that serve the same function as a word are called emblems. For example, the hand placed over the heart signals sincerity. • Illustrators: Gestures which accompany words to illustrate a verbal message are known as illustrators. For example, the common circular hand movement which accompanies the phrase 'over and over again. • Affect Displays: These are facial expressions or gestures which show the emotions we feel. www.skillsyouneed.com • Insert Dari AFAMS

38. Non-Verbal Communication SkillsDari Body Movements (Kinesics) • Regulators: Gestures used to give feedback when conversing are called regulators, for example head nods, short sounds such as 'uh-huh', 'mm-mm‘. Regulators allow the other person to adapt his or her speech to reflect the level of interest or agreement. • Adaptors: Non-verbal behaviours which either satisfy some physical need such as scratching or adjusting uncomfortable glasses, or represent a psychological need such as biting fingernails when nervous. Adaptive behaviours often accompany feelings of anxiety or hostilitywww.skillsyouneed.com • Insert Dari AFAMS

39. Non-Verbal Communication SkillsDari Posture: • Posture can reflect people's emotions, attitudes and intentions • Open and Closed Posture: Someone seated in a closed position might have his/her arms folded, legs crossed or be positioned at a slight angle from the person with whom they are interacting. In an open posture you might expect to see someone directly facing you with hands apart on the arms of the chair. An open posture can be used to communicate openness or interest in someone and a readiness to listen, whereas the closed posture might imply discomfort or disinterest. • Mirroring: reflecting the facial/ body expressions of the speaker. www.skillsyouneed.com • Insert Dari AFAMS

40. Non-Verbal Communication SkillsDari Eye Contact: Eye contact is an important aspect of non-verbal behaviour. Its three main purposes: • To give and receive feedback: Looking at someone lets them know that the listener is focused. • To let a listener know when it is their 'turn' to speak: When a person has finished what they have to say, they will look directly at the other person. • To communicate something about a relationship between people: When you dislike someone, you tend to avoid eye contact. However, sometimes it is a sign of respect.www.skillsyouneed.com • Insert Dari AFAMS

41. Non-Verbal Communication SkillsDari Para-language: • It relates to all aspects of the voice which are not strictly part of the verbal message, including the tone and pitch of the voice, the speed and volume at which a message is delivered, and pauses and hesitations between words. www.skillsyouneed.com • Insert Dari AFAMS

42. Non-Verbal Communication SkillsDari Closeness or Personal Space: • Every culture has different levels of physical closeness appropriate to different types of relationship, and individuals learn these distances from the society in which they grew up. • In today's multicultural society, it is important to consider the range of non-verbal codes as expressed in different ethnic groups. When someone violates an 'appropriate' distance, people may feel uncomfortable or defensive. Their actions may well be open to misinterpretation. Facial Expressions: • Smiles show openness while raised eyebrows might show amazement or disbelief.www.skillsyouneed.com • Insert Dari AFAMS

43. Verbal Communication SkillsDari Now that we have talked about the aspects of effective communication lets see how they are used together: • Opening Communication • Effective Listening • Reflecting and Clarifying • Closing Communication www.skillsyouneed.com • Insert Dari AFAMS

44. Verbal Communication SkillsDari Opening Communication: Appropriate greetings are usually expected: • Handshake • Introduce yourself • Eye contact A friendly disposition and smiling face are much more likely to encourage communication than a blank face, inattention or disinterested reception. www.skillsyouneed.com • Insert Dari AFAMS

45. Verbal Communication SkillsDari • Insert Dari Effective Listening: The following points are essential for effective and active listening: • Arrange a comfortable location conducive appropriate to the topic. (e.g private matter = private location) • Be prepared to listen. • Keep an open mind. • Avoid distractions if at all possible. • Delay judgment until speaker is finished. • Be objective. • Do not think of your next question while the other person is giving information. • Do not dwell on one or two points. • Don’t let prejudices associated with gender, ethnicity, social class, appearance or dress interfere with what is being said. www.skillsyouneed.com AFAMS

46. Verbal Communication SkillsDari Using Reflection and Clarification: Reflecting often involves paraphrasing the message communicated to you by the speaker in your own words, capturing the essence of the facts and feelings expressed, and communicating your understanding back to the speaker When clarifying what information was given make sure to use appropriate use of open and close ended questions.www.skillsyouneed.com • Insert Dari AFAMS

47. Verbal Communication SkillsDari Closing Communication: • The way a communication is closed or ended will, at least in part, determine the way a conversation is remembered. • Closing an interaction too abruptly may not allow the other person to 'round off' what he or she is saying so you should ensure there is time for winding-up. The closure of an interaction is a good time to make any future arrangements.www.skillsyouneed.com • Insert Dari AFAMS

48. ReviewDari

49. ListeningDari dari dari dari dari dari dari AFAMS

50. ListeningDari Ten Principles of Listening: • Stop talking: If you are talking you are not listening. • Prepare your self to Listen: Relax. Focus on the speaker. Don’t think of other things. • Put the speaker at ease: Use gestures or words to encourage them to continue to speak. • Remove distractions: Don’t shuffle papers, look out the window, watch TV. • Empathize: Try to understand the other person’s point of view. Don’t have preconceived ideas. • Be patient: Never interrupt or finish a sentence for someone. • Avoid personal prejudice: Don’t become irritated by the persons communication style. www.skillsyouneed .com • Insert Dari AFAMS