INTERPERSONAL COMMUNICATION CHAPTER 13

WHAT YOU SAY AND HOW YOU SAY IT ARE EQUALLY IMPORTANT COMMUNICATION Interpersonal communication is the exchange of information between two people. It is successful when the receiver understands the meaning of the message. Good interpersonal communication is needed to provide safe and effective care. WHAT YOU SAY AND HOW YOU SAY IT ARE EQUALLY IMPORTANT

FACTORS THAT INFLUENCE COMMUNICATION Perceptions Experiences Physical and mental health Emotions Values Beliefs Culture

TO EFFECTIVELY COMMUNICATE WITH CLIENTS COMMUNICATION TO EFFECTIVELY COMMUNICATE WITH CLIENTS Understand and respect them Be sensitive to their situation and needs Accept their culture and religion Appreciate their stress, problems and frustrations Understand their meaning rather than just their words

TYPES OF COMMUNICATION Verbal communication are messages sent through the spoken word or even sign language. To effectively communicate with words, you need to: Choose your words carefully Use simple everyday language Speak clearly, slowly and distinctly Control the volume and tone of your voice Be brief and concise Present information in a logical manner Ask one question at a time Determine understanding Do not pretend to understand

COMMUNICATION In non-verbal communication, messages are sent without words. Instead messages are sent through body language, touch and the use of silence. Body Language Posture Appearance Facial Expressions Body Movements Eye contact Gestures

COMMUNICATION Touch conveys Warmth Comfort Concern Affection Trust Reassurance Silence can convey Acceptance Fear Rejection The need for quiet time

COMMUNICATION METHODS Active listening Paraphrasing Empathetic listening Asking closed questions Asking open-ended questions Clarifying Focusing

COMMUNICATION BARRIERS Interrupting Answering your own questions Giving advice Minimizing problems Using patronizing language Failing to listen COMMUNICATING WITH ANGRY PEOPLE SEE BOX 12-3. PG 122 IN YOUR TEXT

COMMUNICATING ASSERTIVELY COMMUNICATION COMMUNICATING ASSERTIVELY Assertiveness is a style of communication in which thoughts and feelings are expressed positively and directly without offence to others. You stand up for your rights while respecting the rights of others.