1. The Art of Communication for Personal Touch/HELP Volunteers

2. Dr. Albert Mehrabian Professor Emeritus of Psychology, UCLA Developed a theory for face-to-face communication

3. Define communication Transferring or exchanging information, ideas, or thoughts through verbal and non- verbal communication from my brain to your brain.

4. Words Vocals Non-Verbal/Non-Vocal 3 Ways of Communicating

5. Preparing to communicate – pop quiz WORDS 7% WHAT THEY HEAR 38% WHAT THEY SEE 55% What's the most effective to communicate your message? Verbal Vocals Non-Verbal/Non-Vocals

6. The Communication Cycle Message/ Channel Receiver (d ecodes message) Sender (encodes message) Noise Feedback/ Response

7. Barriers to successful communication Grammar Jargon/Technical Terms Regionalisms Verbal

8. Barriers to successful communication Volume Pace Tone Vocal

9. Barriers to successful communication Facial Expressions Personal Gestures/Body Language Cultural Differences Non Verbal/Non Vocal

11. Nonverbal Messages - Recap Provide information May be intentional or unintentional Present in all face-to-face communications Mean different things May contradict verbal message May outweigh verbal message Depends on the total environment May have positive or negative effects

12. Social versus Therapeutic Communication  Social Communication or Two-way Communications – communication channels that provide for feedback.  Therapeutic Communication or One-way Communications – communication channels that provide no opportunity for feedback.

13. Therapeutic Communication Sometimes called effective communication, it is purposeful and goal-oriented, creating a beneficial outcome for the patient/client. Goals of Therapeutic Communication To obtain or provide information To develop trust To show caring To explore feelings

14. Some differences between social and therapeutic communication : Social communication Therapeutic Communication Therapeutic Communication Interaction is primarily for reason of pleasure or companionship. Concerned with helping the patients (regardless of their sex, religion, race…etc.) No person is in the position of responsibility of helping the other. Requires that at least one person in the interaction is helping the other There is no intention of dealing with problems. There is the intention of dealing with other's problem. The interaction is more or less social.The relationship is purposefully directed toward a therapeutic outcome. It is up to the partners to share their personal affairs. The relationship should not include the volunteer’s personal matters or problems. Unlimited.Usually lasts for a limited time frame.

15. The Golden Gift - Silence Let the patient do the talking – YOU are the facilitator!

16. What “The Patient Said...” Jot down how you think YOU would respond to “what the patient said”. Exercise Instructions

17. Individual Responses 1. My daughter hates me. 2. We didn’t really plan this baby. 3. Will you pray with me? 4. I wish my family and I could go on a picnic like we did last 4 th of July? 5. Please stay longer. 6. I find you very attractive.

18. Table Responses 1. Would you leave? I’m sick of visiting. 2. Do you know what is really wrong with me? 3. Please don’t tell anyone, but my nurse isn’t very nice – I don’t think she likes me. 4. Why is God punishing me? 5. My family will be relieved when I die. 6. What’s wrong with the patient across the hall ?

19. “You cannot not communicate. Everything you do or say, don’t do or don’t say communicates something.” - John Woods

20. Questions?