Interpersonal Communications HAS 3230

Feedback Johari Window Others seeOthers don’t You see You don’t

Feedback Johari Window Others see Others don’t You see You don’t

Feedback Johari Window Others 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.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 Emotion ability EXPRESSIVE AMIABLE ANALYTICDRIVER 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

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.