1. Heart-to-Heart HAS 3230

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

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

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

5. Art of listening Ear of empathy Active listening

6. Pseudoempathy Manipulation Natural safeguards

7. Empathy Avoidance Tempering empathy Head without the heart???

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

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

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

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

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

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

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

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

16. Diversity Primary characteristics Secondary characteristics

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

18. What is the danger of ethnocentrism in health care?

19. More definitions Beliefs Values Attitudes Social organization Stigma

20. Contexting High and low context

21. How should we approach our patients?

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

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

24. How does this apply to work place?

25. 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

26. Communication with heart Body Mind Heart Shadow

27. Communication with heart (cont) Dissonant messages Mixed messages

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

29. 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.

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

31. Noise Language Assumptions Hidden agendas Emotion Culture

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

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

34. Developing Insight

35. 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

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

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

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

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

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

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

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