2. Verbal & Non-Verbal Communication Active & Passive Listening

4. What is Communication?
Two-way process of reaching mutual understanding, in which participants not only exchange (encode-decode) information but also create and share meaning.
"sending, giving, or exchanging information and ideas.

5. Communication requires a sender, a message, and an intended recipient.

6. THINK
ARTICULATE
COMMUNICATE
INFLUENCE

7. FEEDBACK

8. DESIRED
ACTION

9. Sender
Receiver
Message

10. Listening
Patients appreciate & respond positively to the doctor who listens carefully;
Active or effective listening is the most difficult skills to acquire.

11. Hearing & Listening
Hearing is noting that someone is speaking, just one stage of listening.
Listening, is making sense of what is heard and requires to constantly pay attention,
interpret, and remember what is heard.
Hearing is passive; listening is active.

12. Important of Listening:-
80 % TOP EXECUTIVES BELIVES IT AS MOST IMPORTANT SKILL
STRENGTHENS ORGANIZATIONAL RELATIONSHIPS
CREATES OPPORTUNITIES OF INNOVATION

13. “The main remarks made by patients in the PHC centers in Riyadh was that:
“physicians were not listening enough to their complaints.”
( Saeed 2001)

14. Ways to improve listening:
1. Make Eye Contact
2. Use Affirmative Nods and Appropriate Facial Expressions
3. Avoid Distracting Actions or Gestures
4. Ask Questions
5.Taking notes;

15. Ways to improve listening
6. Asking the speaker to repeat or clarify;
7. Paraphrase
8. Do Not Talk Too Much
9. Summarising

16. Passive Listening?? ACTIVE LISTENING
AVOID OR TURN OFF ANY BIASES OR FILTERS TO TRUALY HEAR & UNDERSTAND THE SPEAKERS MESSAGE
ENCOURAGE SPEAKERS WITH POSITIVE BODY LAUNGUAGE
Passive Listening??

17. ACTIVE LISTENING LISTENING/RECEIVING / RESPONDING
PHYSICALLY HEARING THE MESSAGE & ACKNOWLEDGING IT

18. Key Features of Active Listening:
Gathering & retaining the information;
Understanding the implications to the patient;
Responding to verbal & non-verbal cues;
Pay attention & try to understand.

19. ACTIVE LISTENING…(cntd…)
3. Use Non-verbal Communication:
Smile,
Gestures,
Eye contact,
Your posture.

20. ACTIVE LISTENING…(cntd…)
4. Give Feedback
Remember that what someone says and what we hear can be amazingly different.
Repeat back or summarize to ensure that you understand.
Restate what you think you heard and ask, "Have I understood you correctly?"

21. Techniques to improve listening skills
SUMMARIZE
Pull together the main points of a speaker
PARAPHRASE
Restate what was said in your own words
QUESTION
Challenge speaker to think further, clarifying both your and their understanding

22. Techniques to improve listening skills
Facilitation;
Clarification;
Reflection;
Helping the patient to be relevant;
Silence;
Signposting
Summarising.

23. Practice Paraphrasing
Paraphrasing is simply restating what another person has said in your own words.
Use phrases such as:
In other words…
I gather that…
If I understand what you are saying…
What I hear you saying is…
Pardon my interruption, but let me see if I understand you correctly…

24. Demonstrating Active Listening
Appropriate use of eye contact;
Posture ( sitting forwards facing the patient);
Nodding your head & saying “ hum – go on.
Asking questions directly related to the patient’s last statement.

25. Task 1
Demonstration of active and passive listening in 2 different topics discussion.

27. Non-verbal Communication:
ACTIONS SPEAK LOUDER THAN WORDS!!!

28. Non-verbal Communication
DEFINITION:
Non verbal communication is the message or response not expressed or send in words, hints, suggestions or indications.

29. Non-Verbal Communication
55%
Face and body: non-verbal communication or face and body language.
38%
voice dynamics:
tone + inflection + volume + accent + non-word sounds; and...

30. Non- Verbal Communication
Visual: expression, eye contact, eye movement
Listening: carefully, actively, memory
Kinesthetic: Posture, distance, mobility, muscle tone, hand movement, etc

31. NONVERBAL COMMUNICATION FACIAL EXPRESSIONS Eyes Contact. GESTURES
POSTURES
BODY MOVEMENTS
SMILE AND TOUCH
VOICE AND SOUNDS
VOLUME
PITCH/TONE
SILENCE

32. RECOGNIZING NON VERBAL COMMUNICATION
PERSONAL APPREARENCE
TOUCH
TIME & SPACE

33. Example of body language
Folded arms and leg crossed away from you:
Rejection
Tapping fingers:
Impatience
Avoiding eye contact:
Untrustworthy

34. Eye Contact
Eyes are the windows of soul.

36. Touch Express emotions, tenderness, love & anger;
Can convey concern empathy;
Can have a therapeutic effect;
Must be used appropriately;
If you feel uncomfortable about touching, don't do.

37. Task 2

38. شكــــــراً
THANKS