Component 16- Professionalism/Customer Service in the Health Environment Unit 4-Key Elements of Effective Communication Lecture 4b-Nonverbal Communication.

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Presentation transcript:

Component 16- Professionalism/Customer Service in the Health Environment Unit 4-Key Elements of Effective Communication Lecture 4b-Nonverbal Communication This material was developed by The University of Alabama at Birmingham, funded by the Department of Health and Human Services, Office of the National Coordinator for Health Information Technology under Award Number 1U24OC

Objectives By the end of this lecture, learners will be able to: –Define nonverbal communication –Describe how nonverbal communication functions in the human communication process –Describe specific dimensions and give examples of nonverbal communication Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring

Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring Definition Nonverbal communication is communication that occurs without words including messages created through body language and the use of space, sound or touch. Northouse, LL, & Northouse, PG. Health Communication: Strategies for health professionals (3 rd Ed.): Stamford, CT: Appleton and Lange; page 129.

Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring Nonverbal Communication Vocal –Scream, sigh, groan, whistle Non vocal –Smile, gaze, frown Intentional or unintentional

Importance Study: Up to 93% of communication effectiveness determined by nonverbal cues To be most effective the verbal message and nonverbal message must match. Northouse, LL, & Northouse, PG. Health Communication: Strategies for health professionals (3 rd Ed.): Stamford, CT: Appleton and Lange; 1998, page 127. Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring

Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring Functions of Nonverbal Communication During a face-to-face conversation, one or more of the following functions may occur through nonverbal measures: –Display emotions that support or contradict the spoken message –Shift the conversation in a different direction or even closure –Maintain one’s self-image –Validate existing relationships

Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring Functions of Nonverbal Communication At any time during an interaction, one or several of the following functions may occur: –Display emotions that support or contradict the spoken message –Shift the conversation in a different direction or even closure –Maintain one’s self-image –Validate existing relationships

Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring Functions of Nonverbal Communication At any time during an interaction, one or several of the following functions may occur: –Display emotions that support or contradict the spoken message –Shift the conversation in a different direction or even closure –Maintain one’s self-image –Validate existing relationships

Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring Functions of Nonverbal Communication At any time during an interaction, one or several of the following functions may occur: –Display emotions that support or contradict the spoken message –Shift the conversation in a different direction or even closure –Maintain one’s self-image –Validate existing relationships

Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring Functions of Nonverbal Communication At any time during an interaction, one or several of the following functions may occur: –Display emotions that support or contradict the spoken message –Shift the conversation in a different direction or even closure –Maintain one’s self-image –Confirm relationships

Dimensions of Nonverbal Communication Nonverbal communication is commonly divided into five distinct categories: 1.Kinesics 2.Proxemics 3.Paralinguistics 4.Touch 5.Environmental and physical factors Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring

Dimensions of Nonverbal Communication Nonverbal communication is commonly divided into five distinct categories: 1.Kinesics 2.Proxemics 3.Paralinguistics 4.Touch 5.Environmental and physical factors Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring

Component 16/Unit 413 Components of Kinesics Gestures Facial Expressions Gaze Northouse, LL, & Northouse, PG. Health Communication: Strategies for health professionals (3 rd Ed.): Stamford, CT: Appleton and Lange; 1998., page Component 16/Unit 4-4b13Health IT Workforce Curriculum Version 2.0/Spring 2011

Dimensions of Nonverbal Communication Nonverbal communication is commonly divided into five distinct categories: 1.Kinesics 2.Proxemics 3.Paralinguistics 4.Touch 5.Environmental and physical factors Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring

Component 16/Unit 415 Components of Proxemics Personal space and the surrounding environment Distance 1)Intimate 2)Personal 3) Social 4)Public Northouse, LL, & Northouse, PG. Health Communication: Strategies for health professionals (3 rd Ed.): Stamford, CT: Appleton and Lange; 1998, pages Component 16/Unit 4-4b15Health IT Workforce Curriculum Version 2.0/Spring 2011

Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring Dimensions of Nonverbal Communication Nonverbal communication is commonly divided into five distinct categories: 1.Kinesics 2.Proxemics 3.Paralinguistics 4.Touch 5.Environmental and physical factors

Components of Paralinguistics Intensity Pitch height Variations in tone Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring

Dimensions of Nonverbal Communication Nonverbal communication is commonly divided into five distinct categories: 1.Kinesics 2.Proxemics 3.Paralinguistics 4.Touch 5.Environmental and physical factors Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring

Dimensions of Nonverbal Communication Nonverbal communication is commonly divided into five distinct categories: 1.Kinesics 2.Proxemics 3.Paralinguistics 4.Touch 5.Environmental and physical factors Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring

Sample Situation Juan works for the IT department of a mid- sized hospital and has recently assumed a coveted, yet stressful, position as the project manager implementing wireless Point-of-Care (POC) devices. He meets with the hospital executive team each Friday to report on progress. Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring

Guided Discussion Question At the meeting Juan presents information that indicates the project is going well. However, his nonverbal communication is “saying” something very different. He seems to be slightly shaking his head “no” during the presentation. In addition, he is not making eye contact with any of the executive team members. Question – What do you think the team will believe is happening to the project? Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring

Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring Summary Define nonverbal communication Describe how nonverbal communication functions in the human communication process Describe specific dimensions and give examples of nonverbal communication

Component 16/Unit 4-4bHealth IT Workforce Curriculum Version 2.0/Spring Reference Material in this presentation was adapted from: Northouse, LL, & Northouse, PG. Health Communication: Strategies for health professionals. Third ed. Stamford, CT: Appleton and Lange; The above text covers the material in significantly more detail and is listed as a Unit 4 optional source in the Instructors Manual.