1. Interpersonal Communications HAS 3230

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

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

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

5. Giving Feedback Why, when Specifics Speak for yourself Outline –Observation –Effect on me or outcome –Pause –Suggestion or question

6. Receiving Feedback Be receptive Listen Remain calm Don’t argue/defend Probe for understanding Acknowledge other’s perceptions Process and act

7. Rules Theory

8. What happens without rules? The race for those with no sense of direction.The race for those with no sense of direction.

9. Defining Rules Implicit Explicit

10. Rules in Action Followable Prescriptive Contextual Pertain to Behavior

11. Rule Behavior Rule-following Rule-according Rule-fulfilling

12. Uncertainty Reduction Axioms Present at the beginning Nonverbal support Information seeking Intimacy

13. Uncertainty Reduction Axioms Reciprocity Similarities Liking

14. Strategies Passive Active Interactive

15. Social Exchange Theory Maximize positive outcomes Reduce negative outcomes Achieve rewards

16. Equity (Social Exchange) Fair and equal Maximize outcomes Compromise Inequity = distress Restore equity

17. Restoring Equity Behaviors are altered Distort reality

18. Social Styles Understanding social styles Framework for viewing style Applying your social style

19. Social Styles Understanding social styles –Your own style –Others’ social style Framework for viewing style Applying your social style

20. Social Styles Understanding social styles Framework for viewing style Applying your social style

21. The Four Social Styles TellingAsking Controlled Emotive Assertiveness Emotion ability EXPRESSIVE AMIABLE ANALYTICDRIVER From Guide to Interpersonal Communication

22. 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

23. Rules and Laws in an HSO

24. 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?

25. The Four Habits Model Invest in the beginning Elicit patient’s perspectives Demonstrate empathy Invest in the end

26. Problems in Health Care Client cooperation Miscommunication Misunderstandings Unrealistic expectations Lack of sensitivity Dissatisfaction

27. 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.

28. Therapeutic Relationships Empathy Trust Honesty Validation Caring Humor

29. Interpersonal Deception Falsification Concealment Equivocation

30. The Look of Liars Uncertainty and vagueness Nonimmediacy, reticence, withdrawal Disassociation Image/Relationship protecting

31. Truth will prevail (maybe) Canned performances Lie detector Felt emotions Cognitive overload

32. Respondents’ Dilemma Truth bias Social contract Seize and freeze Suspicion –Avoid direct confrontation –Take-charge interview

33. Respondents’ Dilemma Oblivious Deceiver adjustment –Maneuvers –Respondents behaviors are obvious –Deceivers’ knowledge Doubt your ability

34. Bottom Line When talking with others, I should doubt my ability to detect deception.