Heart-to-Heart HAS 3230

Empathy Begins Inside Sensing what others feel Self awareness No sensitivity = people are “off”

A Subtle Dance Communication pattern Partners mimic - entrainment Social skills = wait and watch

Understanding Others Emotional cues Listen well Show sensitivity Help based on others needs and feelings

Art of listening Ear of empathy Active listening

Pseudoempathy Manipulation Natural safeguards

Empathy Avoidance Tempering empathy Head without the heart???

Empathy Distress “Catch” another upsets Upset that someone is in pain Health providers toughen themselves

Service Orientation Understand customer’s needs Increase satisfaction Offer assistance Grasp customer’s perspective

Service Orientation Top performers transcend others Monitor satisfaction of customers “Salespeople” empathize at the outset Make and keep a customer

Leveraging Diversity Respect and relate well Understand diverse views See diversity as an opportunity Challenge bias and intolerance

Stereotypes Calling attention to group affiliation Cripple work performance “Stereotype threat”

Success Through Others Every group has its norms for expressing emotion The goal is to be competitively different, diverse

Political Awareness Read power relationships Detect social networks Understand those who shape views Read realities

Political Awareness Outstanding performers share this ability Distance, objectivity “Political animals” Disdain is bad politics

Diversity Primary characteristics Secondary characteristics

Basic Dimensions of Cross-Cultural Adaptation Personal communication Host social communication Host environment Predisposition Adaptation outcomes

What is the danger of ethnocentrism in health care?

More definitions Beliefs Values Attitudes Social organization Stigma

Contexting High and low context

How should we approach our patients?

What programs would you set up to provide for this concern?

Inter-professional Relationships Education Career patterns Jargon and semantic differences Class Gender and race Value and focuses Professional isolation

How does this apply to work place?

Four needs of communication The need to feel listened to… The need to feel understood The need to know the other person’s opinion The need for closure

Communication with heart Body Mind Heart Shadow

Communication with heart (cont) Dissonant messages Mixed messages

Active Listening Eye contact Body language, facial expression Verbal acknowledgement Paraphrasing

I know that you believe you understand what you think I said, but I am not sure you realize that what you heard is not what I meant.

“I”, “You”, “We”, “It” “I” – ourselves “You” – the person to whom “I” is speaking “We” – speaker and listener “It” – the activity

Noise Language Assumptions Hidden agendas Emotion Culture

Reducing Noise Monitor, be aware Challenge assumptions Probe for hidden agendas Address the problem

Questioning Directing and focusing Clarifying and probing Encouraging participation Facilitating a meeting Building relationships Stimulating creativity

Developing Insight

Rules about questioning Don’t ask unless you want to know Tell them why you’re asking Ask in the positive Avoid assumptive questions One question per question Know what kind to ask Wait for answer – be silent

Handling Responses Listen carefully Summarize Reinforce contributions Give partial credit Acknowledge their effort

Responding Listen carefully Repeat or restate Be brief and direct Simplify multiple questions Defer or deflect

Johari Window I knowI don’t know Others know Others don’t know Arena Blind Spot FacadeUnknown (no feedback)

Giving feedback Know why you’re giving it Know when to give feedback Describe behaviors Speak for yourself

Giving feedback outline… Observation Effect on me or outcome Pause Suggestion or question

Receiving feedback Be receptive Listen carefully Control physiological responses Don’t argue or defend

Receiving feedback (cont) Probe for understanding Acknowledge the other person’s perceptions Process and act