1. Interpret elements of verbal and non-verbal communication.
Communications
Interpret elements of verbal and non-verbal communication.

2. Communication Model
Sender
Receiver
Message
Medium
Feedback

3. Sender, Receiver, Message, Medium, Feedback.
Sender: Originates the message
Receiver: Hears or takes in the message.
Message: Information to be transmitted.
Medium: Form of the message-voice, written words, non-verbal actions, telephone, newspaper, sign, etc.
Feedback: Response from the receiver, can be verbal or non-verbal.

4. Test your gray matter…
Which of the following is the BEST way to describe the sender in the communication model?
The person who originates the message to be
transmitted.
The person who speaks most frequently.
The person who provides the feedback.
The person who concludes the conversation.

5. Cont.
In the communication model, Judy sends a message to Susan. What does Susan send to Judy?
Content, Feedback, Message, or
Response.

6. Non-verbal Communication
Gesture
Postures
Touch
Use of space

7. Test your gray matter….
You enter Mrs. Beam’s hospital room to find her sweating, grimacing, rolling from side to side in bed, and holding her stomach. What non-verbal message is being transmitted?
Hunger, Pain, Humor, or Anger

8. Cont.
Non-verbal communication includes all of the following EXCEPT the use of:
Gestures, Posture, Whispering, or Facial
expression.

9. Cont.
In stressful situations, a person’s feelings are often communicated by means of:
Non-essential behavior, Sentence
semantics, Non-verbal behavior, or
Unconscious behavior

10. Influences on communication.
Perception
Social influence
Cultural influence
Physical and Psychological Needs
Time
Values

11. Perception: Be warm and friendly
Social Influence: Be sensitive to the feelings and needs of others
Cultural: May have different language, or beliefs
Physical and Psychological: Blind,or deaf
Time: talking to fast or to slow
Values: need eye contact

12. Discuss communication barriers….
Physical disabilities:patients with hearing or visual impairments may have difficulty
Cultural diversity: Jewish patients may request a special diet when in the hospital. Example: kosher diet.

13. Psychological Barriers
Cont.
Psychological Barriers
Scapegoating: is a communication block which happens when one person blames another person or group
A hidden agenda: Is when a person with special interests hears messages that will advance his/or her ideas

14. Cont.
Stereotyping: When we group people into classes and roles we created
Semantics: the language used to achieve a desired effect on an audience
Preoccupation: day dreaming, not paying attention
First Impression: judging someone by their looks.

15. Communication Barriers
Killer Phrases: they tend to shut people down, make people reluctant to voice future ideas, and squelch good ideas.

16. Test your gray matter..
Mr. Ragland states he cannot eat the pork chops served to him at dinner and requests a Kosher diet. This is an example of what type of influence on communication?
Past experience, Self concept, Nutritional
or cultural

17. Cont.
Killer phrases create blocks to communication for all of the following reasons EXCEPT:
They tend to shut people down
They cause guilt by association
They make people reluctant to voice future ideas
They squelch good ideas

18. Test your gray matter…
Mrs. Smith says “this work is not acceptable” and suggests that Leslie rewrite her paper. Leslie went home and told her parents that Mrs. Smith “fussed me out.” The difference in words used to describe the communication between Mrs. Smith and Leslie is: Stereotyping, Semantics, Projection or Charisma

19. Cont.
Mallory is worried about her swim meet after school and does not hear something her teacher says. What block to communication is Mallory experiencing?
Status, First impression, Semantics, or
Preoccupation

20. Cont.
Andres interviews five people for a job, and chooses a young, attractive applicant who is dressed in designer clothing. Andres could be experiencing which block in communication?
Scapegoating, Semantics, Hidden
agenda, or First impression

21. Cont.
When we group people into classes and roles we create and then find it difficult to adjust our thinking, even when the facts prove us wrong, we are guilty of:
Stereotyping, Projecting, Being defensive,
or Being hostile

22. Cont.
What communication block happens when one person blames another person or group? Status , Semantics, Scapegoating, or Past experience
A person with a special interest who hears messages that advance his/her ideas is said to have: Charisma, Time pressures, Status, or A hidden agenda.

23. Apply Communication Skills
Speaking and listening
Be sure your actions support your
Message.
Listen for 2-3 minutes before taking notes.
You should not sit back and relax when listening to a speaker.

24. Cont. Positive Responses “I never thought of that.” Encouragement
“I have faith in you.”

25. Test your gray matter…
Which of the following is a guideline to being a better speaker?
Do what you know best and take command of your audience
Try not to understand, but to be understood
Be sure your actions support your message
Don’t worry about the overtones of your message.

26. Cont. Which of the following is NOT a bad listening habit?
Listening for 2-3 minutes before taking notes.
Calling the subject uninteresting.
Letting emotion-laden words affect your listening
Criticizing the speaker’s delivery or appearance

27. Cont. When your are listening to a speaker, you should NOT?
Hear the speaker out before judging the message
Identify and overlook word barriers
Sit back and relax
Listen for main ideas and concepts

28. Cont.
Of the following, what is the most positive response to a person’s suggestion?
“I never thought of that.”
“That’s a good idea, but…”
“We’ve never done it that way.”
“Let’s discuss it at some other time.”

29. Cont.
Sarah is not sure about a task you have asked her to accomplish. What might you say to encourage Sarah?
“I have faith in you.”
“Let’s discuss it at some other time.”
“Just don’t step on anyone’s toes.”
“You can do it, however…”

30. Communicate…..
The end!!!