COMM110 Listening & Verbal Messages

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Presentation transcript:

COMM110 Listening & Verbal Messages

Agenda (6.2) Perception & Impression Formation (from Chapter 2) Review of Chapter 2 – Quiz Chapter 3 Goals/Overview Group Exercise #1 – Listening Comm Basics – Phone communication/ Leaving messages Class Short speeches Chapter 4 Goals/Overview Group Exercise #2 - Email Review of this week’s tasks

Discussion/Homework Week #2 Missing Discussion Boards Missing Assignments Missing Quizzes

Perception Perception is your way of understanding the world. It’s the process by which you become aware of objects, events, and people through senses of sight, smell, taste, touch, and hearing

Stages of Perception Copyright ©2011, 2008, 2005 Figure 2.3 Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights reserved.

Stimulation (Stage 1) First stage: sense organs are stimulated Selective perception Selective attention Selective exposure

Organization (Stage 2) At the second stage, you organize the information your senses pick up in three ways: (1) by rules (2) by schemata (3) by scripts.

Interpretation-Evaluation (Stage 3) Subjective Influenced by experiences, needs, wants, values, expectations, physical and emotional state, gender, beliefs, rules, schemata, and scripts

Memory (Stage 4) and Recall (Stage 5) Storage of stimulation “cognitive tags” Recall (Stage 5) Reconstruction Inaccuracies

Impression Formation Refers to the process you go through in forming an impression of another person (person perception)

Impression Formation Processes What you do everyday Self-fulfilling prophecy Personality theory Primacy-Recency Stereotyping Consistency Attribution of control

Increasing Accuracy in Impression Formation Analyze impressions Recognize your own role in perception Avoid early conclusions Beware of the just world hypothesis Check your perceptions Describe what you see/hear and seek confirmation Reduce your uncertainty Increase cultural sensitivity

Impression Management: Goals and Strategies Also called: self-presentation or identity management Refers to the processes you go through to communicate the impression you want other people to have of you

Strategies of Impression Management Affinity-seeking and politeness Credibility Self-handicapping Self-deprecating Self-monitoring Influencing Image-confirming

Key Word Quiz – Chap 2 Textbook Page 49

Chapter 3: Stages of Listening Listening – the process of receiving, understanding, remembering, evaluating, and responding to verbal and/or nonverbal messages

Stages of Listening Receiving (attention & concentration) Learning (understanding) Memory (remembering) Critical Thinking (evaluating) Feedback (responding)

Listening Barriers Distractions – Physical and Mental Biases & Prejudices Lack of Focus Premature Judgement

How Well Do You Listen? Textbook Page 57

Ted Talk – how to speak so people will listen https://www.ted.com/talks/julian_treasure_how_to_speak_so_that_people_want_to_listen?language=en

Styles of Effective Listening Empathic listening is defined as trying to understand what a person means and feels Objective Listening is defined as detaching oneself as much as possible in order to best understand the speaker

Steps to Empathic Listening Strive to understand the speaker’s viewpoint Engage in two way conversation Seek out the speaker’s thoughts and feelings Avoid “offensive listening”—hearing only bits and pieces Strive to listen objectively to friend and foe alike

Guidelines for Nonjudgmental and Critical Listening Always keep an open mind Avoid quick judgments and premature evaluations Strive to not filter out difficult materials or simplify complex messages Recognize your own tendency to interpret through personal biases Avert sharpening—the tendency to increase importance of some parts of messages

Guidelines for Depth Listening Focus on verbal and nonverbal messages Listen for both content and relational messages Take special note of statements that refer back to the speaker Don’t disregard the literal meaning of messages - Balance your listening between surface and underlying messages

Active Listening Techniques Paraphrase the speaker’s meaning Ask questions Express understanding of the speaker’s feelings

Active Listening Techniques Paraphrase the speaker’s meaning Ask questions Express understanding of the speaker’s feelings

Video – Active Listening https://www.youtube.com/watch?v=Qg8PIK74KO4

Video – phone message https://www.youtube.com/watch?v=vZChD_Gni8U&list=RDvZChD_Gni8U#t=12

Video – phone message https://www.youtube.com/watch?v=KueEbFLODgg

Phone message tips Clinical staff and physicians routinely use the telephone for triage, patient education, and follow-up care. Although the phone is both necessary and vital in any health care setting, it can create a barrier to communication because it prevents us from seeing facial expressions and body language. The impression the patient or family receives depends on what they hear - using good phone skills and proper phone etiquette can help make the phone encounter more productive and enjoyable. Whether you're doing the dialing or the patient is calling you, here are a few tips for using the telephone that can help you maximize your communication efforts: First Impressions Smile. Even though the caller can't see your expression, your smile communicates a caring and compassionate attitude. It shows - even over the telephone. Add a personal touch. Answer with a friendly greeting and use the patient's name when possible during the conversation. This shows the patient that you are interested in him or her. Be polite and focus on the caller. Put yourself in the listener's place and act accordingly. Avoid distractions such as chewing gum, eating, drinking, or having secondary conversations with others in the room.

Phone message tips cont. Lower your voice if it is normally loud. Keeping the phone about two-finger widths from your mouth may help as well. Communicate Effectively Be an active listener. This is simple advice, but often overlooked. The patient may express important information informally during your conversation, and not even realize it. Take notes, if necessary, so you can recall information correctly. Speak slowly and clearly. The caller may be confused, upset, or need clarification of something he of she does not understand. Pause occasionally to let the listener digest what you have said and to ask questions. If you leave a message on an answering machine, say your name and phone number slowly, and spell your name if needed. Use “living-room” language. Try to assess the caller's level of understanding within the first minute or two of the call. This will help you decide how to present information. Communicating medical information in an understandable way is important for both the spoken and written word. Express interest and address the patient's concern first, even if it's different from yours. Let him or her know that you care and want to help. Once you discuss the patient's concerns, he or she can relax and answer your questions. Don't expect patients to have good assessment skills. They really don't know the significance of symptoms or what is serious. Ask open-ended questions to explore any problems that need to be addressed. Stay calm and stay focused. Patients who are angry, upset, or difficult to communicate with are those who need your patience and compassion the most.

Phone message tips cont. Hold and transfer Say please and thank you. Before you put a caller on hold, ask permission and provide a reason if needed (e.g., "Would you mind holding while I get your chart?"). Be sure to return to the call within a reasonable length of time, or provide updates to let the patient know you haven't forgotten about them. When you pick up the call again, thank them for holding. Keep them informed. When transferring a call, tell the patient what you are doing, and give him or her the new phone number in case you get disconnected. If possible, stay on the phone until the transfer is completed. A great finish Evaluate understanding. Before you hang up, make sure the patient understands the information you have given and that you have answered any questions to his or her satisfaction. Let the patient know when to call back, if necessary. Provide information about who to contact, what symptoms to watch for, and whether to call immediately or during regular operating hours. End on a positive note. Saying, "Have a nice day," or "It was nice talking with you," is a nice way to end the conversation. Write it down Document. Finally, remember to document your telephone conversation and educational efforts on the appropriate medical record form. - See more at: http://www.patienteducationupdate.com/2005-05-01/article5.asp#sthash.dIabCPnn.dpuf

Listening Differences: Culture Language and accents may be different The meaning of nonverbal displays vary among cultures Tone and content of feedback varies according to person/situations Different norms of verbals and nonverbals Different feedback styles exist

Listening and Gender: A difference of socialization Men Lecture Seek facts Desire respect Interrupt more often Change topics more often Women Talk, not lecture Build relationships Want to be liked More patient More sensitive to emotions

Key Word Quiz – Chap 3 Textbook Page 68

Class Presentations Narrative Speech- time where not listening resulted in a negative outcome

Chapter 4 – Verbal Messages Verbal Messages - Verbal communication is the use of sounds and words to express yourself, especially in contrast to using gestures or mannerisms (non-verbal communication)

Principals of Verbal Messages Message Meanings are in people Messages are denotative and connotative Messages vary in abstraction Messages can deceive (discussion) Messages vary in politeness Messages can be onymous or anonymous Messages vary in assertiveness (discussion) Messages are influenced by culture and gender (discussion)

Types of Lies Pro-Social Deception – to achieve good Self-Enhancement Deception – to make yourself look good Selfish Deception – to protect yourself Anti-social Deception –to harm someone

Class Discussion How do you feel about lying ?

How to spot a liar http://www.ted.com/talks/pamela_meyer_how_to_spot_a_liar?language=en

Assertiveness Assertiveness – having or showing a confident and forceful personality Discussion – what is difference between being assertive and being aggressive? Do you think there are differences between men or women in their level of assertiveness?

Assertiveness http://www.ted.com/talks/sheryl_sandberg_why_we_have_too_few_women_leaders?language=en

Principles for using Messages Effectively

Next Steps

Discussion/Homework Week #3 Discussion Board # –– Due Sunday Assignment #1 – Self Disclosure Due Sunday Assessment – Due Sunday