3. Human Relations The term Human Relations refers to relationships between people. The relationship can be formal or informal, close or distant, emotional or unemotional.

4. What is communication? Communication is the activity of conveying information, thoughts, and ideas. Communication requires: a sender a message intended recipient / receiver

5. Includes both the spoken and written word The communication process is complete once the receiver has understood the sender.

9. Verbal Communication

10. Elements of effective communication The message must be clear 1. Use terms that the receiver can understand 2. Know the developmental level of the other person and use language appropriate to that level.

11. 3. Deliver the message in a clear and concise manner a. good grammar and correct pronunciation are essential b. avoid slang terms, words with double meanings, or meaningless phrases such as “you know”, or “all that stuff” c. the tone and pitch of voice are important d. do not speak too fast or too slowly e. in written communication, the message should be spelled correctly, contain correct grammar, proper punctuation, and it should be concise

12. 4. The receiver must be able to hear and receive the message a. people may be heavily medicated, have a hearing or vision loss, or speak a different language b. use alternate ways to communicate such as writing the message out, using an interpreter, or repeating the message

13. 5. The receiver must be able to understand the message a. use terms the person understands b. the person’s attitudes and prejudices may interfere with understanding c. your own attitudes and prejudices may interfere with understanding

14. 6. Interruptions or distractions must be avoided a. trying to talk while answering the phone or writing a message will decrease the effectiveness of communication b. environmental factors may affect communication, (e.g. uncomfortable temperatures or loud noises such as a loud TV or radio may interfere with communication)

15. Conversation

16. 1. Control the tone of your voice: convey interest instead of boredom, patience rather than anger 2. Be knowledgeable about the topic of conversation: be honest and confident 3. Be flexible: you may want to discuss a certain subject and the other person wants to discuss something else 4. Be clear and concise: stay on one subject at a time 5. Avoid words that might have different interpretations 6. Be truthful 7. Keep an open mind: others have valuable contributions 8. Take advantage of available opportunities

17. Therapeutic Communication Skills

18. Listening a. be alert and relaxed and take sufficient time b. maintain eye contact c. indicate that you are paying attention to what the other person is saying

19. Silence Take the time to wait for the person to initiate or to continue speaking Allow the person time to reflect on what has been said and to collect thoughts

20. Offering Self: Can I help in some way? Shows caring and concern Shows readiness to help

21. Reflection: repeating what the person has said Validation that this is what was meant Encourages further verbalization

22. Encouraging Elaboration: Tell me how that felt. Used to elicit information about a subject Helps the person clarify unclear thoughts or ideas

23. General Leading Statements: Go on. I see. Used to get interaction started Encourages the other person to continue or elaborate

24. Giving Information Informs the person of specific, relevant information Requires feedback to make sure the other person receives the correct information

25. Open Ended Questions: “Tell me about your day,” rather than, “How was your day?” Encourages elaboration rather than a 1 or 2 word answer Creates an inviting atmosphere for sharing thoughts, and feelings

26. Non-Therapeutic Communication Skills Don’t use clichés: Everything will be O.K. You don’t need to worry about that. a. offers false reassurance b. can be interpreted as there is no cause for concern Don’t use questions beginning with why or how a. requesting an explanation b. puts patient or co-worker on the defensive

27. Don’t give advice a. denies the person the right to make their own decisions b. increases person’s dependence on you Don’t keep changing the subject a. may keep the other person from talking about what is a concern to him/her b. indicates you are ignoring the other person Don’t use judgmental comments: You aren’t acting very grown up, How do you think they would feel if they saw you like this? a. imposes your feelings onto the other person b. belittles what the other person is feeling

28. Gender Bias A. Words used often reflect a gender role bias: All nurses are female. B. Gender roles have changed in the past ten years C. To eliminate bias, avoid referring to doctors as male and nurses as female -- address the person by name or title

29. Nonverbal communication: Sending and receiving wordless messages Expresses more of the meaning of a message than verbal communication Understanding the message 1. 7% by spoken word 2. 38% by the tone of the voice 3. 55% by body language

30. Types of nonverbal communication

31. Humans pride themselves on their seemingly unique ability to verbalize feelings and ideas. While the mouth tells one story, gestures and posture may tell a different story.

32. Gestures 1. Express variety of feelings a. contempt b. hostility c. approval d. affection 2. Can be used in addition to words 3. Differ by culture Gestures should be observed in clusters to provide a more accurate picture of person being observed Each gesture is like a sentence The sum total of postures and gestures relate a non- verbal story

33. “Gut Feelings” & Congruence When intuition tells you that certain people are not being straightforward even though they sound logical & appropriate This “intuition” or gut feeling results from subconscious ability to read another person’s body language

34. Behavioral scientists have found that some basic communication gestures are universal and believed to be inherent Examples are: smiling, shrugging, nodding Children tend to exaggerate these gestures making their body language easy to read

35. Body Language and Posture 1. unconscious barrier between you and the receiver – crossing arms 2. sign of disbelief - scratching the chin 3. good health and positive attitude – shown by erect posture 4. fatigue -slumped posture 5. angry - clenched fist 6. anxiety - clearing the throat 7. assertiveness - pointing finger

36. 8. boredom - leaning on one's elbow with the chin in the hand 9. boredom - wiggling a foot 10. concealing something - no eye contact 11. defiant - hands on hips 12. dominance - sitting backwards on a chair 13. doubtful - touching ear 14. everything under control - thumbs in belt or pants

37. 15. expectation - rubbing palms 16. feeling superior - hands behind one's back 17. guilt - lowering the eyes 18. honesty - open palms occasionally touching the chest 19. impatience - tapping or drumming fingers 20. insecurity - biting fingernails 21. interest in someone or something - tilted head

38. 22. lack of confidence - failing to look someone in the eyes 23. lying - touches face 24. making a decision - stroking chin 25. needing reassurance - hand to throat 26. nervous - fiddling with items 27. readiness - standing with hands on hips 28. rejecting what is being said - rubbing nose 29. unconcerned - leg swung over chair 30. unwilling - arms crossed tightly across chest

39. Facial Expressions 1. Most expressive part of the body 2. Seven universally accepted emotions shown fear anger surprise contempt disgust happiness sadness

40. Eye Contact 1. Often initiates communication 2. Good contact means respect, a willingness to listen, and to keep communication open 3. Looking away means anxiety, defenselessness, or avoidance of communication 4. Cultural Differences a. view eye contact as an invasion of privacy b. eye contact considered disrespectful

41. Object communication such as clothing, hairstyles, graphics, and symbols Healthy people with good self-esteem pay attention to dress and grooming People feeling ill show much less interest in appearance and dress

42. Touch Multiple meanings positive message: affirmation, reassurance, share warmth, approval and emotional support negative message: anger, frustration, punishment, invasion of personal space

43. Nonverbal Communication Activity Survey of Nonverbal Impressions Photographs

44. Mobile Manners: Cell Phone Etiquette

45. Cell phone usage is increasing dramatically Cell phone usage has been soaring for the past 15 years 1991: 7.6 million cell phone subscribers in the US 2001: 120 million cell phone subscribers in the US 2009: 308 million cell phone subscribers in US 89% of the US population uses cell phones

46. Uses Business Stay connected with the office or work while traveling. Gives us the freedom to work somewhere other than our place of business Conference calls

47. Emergencies Drivers using cell phones place 139,000 emergency calls each day. Emergency response times have been reduced due to cell phone usage (helps to save lives) Alert authorities about road hazards, traffic, and problem drivers. Personal security – you can quickly call for help

48. Portable answering machine Callers can leave a message on voice mail. Callers can leave a text message. The receiver can retrieve messages at their convenience.

49. Internet links Surf the web. Send and retrieve email.

50. Music Stores favorite songs Easy access to music

51. Camera This is a fun and sometimes useful feature. Use discretion when taking photos. Potentially compromising situations. Most of us are not interested in finding embarrassing pictures of ourselves on the internet.

52. Social Helps us develop relationships through conversation Share news and keep informed.

53. Hazards 3% of drivers are talking on hand-held cell phones at any given time While driving, using hands-free phones is also dangerous. No difference in accident statistics between drivers using hand-held vs. hand-free cell phone devices It is a distraction Causes slower reaction times

54. Drivers using phones are four times as likely to get into crashes serious enough to cause injury. Male and female drivers experienced about the same increase in risk from using a phone. 89% of the crashes where cell phones were in use involved additional vehicles. Many states have passed laws governing cell phone use while driving. Studies are being done to determine potential health hazards associated with the use of cell phones.

55. Accidents nonrelated to driving Watch where you are going. Tripping and falling Walking into objects or other people Stay alert Not paying attention to your surroundings can put you at risk of being mugged or worse.

56. Technological change leads to social change a. New technologies are often first adopted by younger segments of a society. b. Rapid adoption of cell phone usage by all generations is reshaping the entire communication landscape. c. Connected 24/7/365 d. Has extended the work day e. Cell phone “jammers” have been developed due to new cell phone technology.

57. Etiquette A set of rules we all agree to follow in order to be considerate toward others It is a question of awareness of how your actions affect others. Simple guidelines of common courtesy Contribute to a more polite society Just a matter of being considerate of others

58. The Simple Rules of Etiquette Modulate your voice. Use your “inside voice”: a quiet conversational tone. There is no need to shout into or at a phone. Cell phones have sensitive microphones that can pick up a very soft voice while blocking out ambient noise.

59. 10-foot Proximity Rule Maintain a distance of at least 10 feet from the nearest person when taking on a cell phone. Don’t force others to overhear your personal business. Bystanders can hear the steady streams of shocking and confidential revelations that are blurted out by cell phone users. Private issues should be kept private. Forcing others to hear your phone conversations is an intrusion on their thoughts. Imposes, infringes, intrudes Keep your conversation private.

60. Love the One You’re With. Avoid taking calls when you’re already engaged in a face-to-face conversation. Gives the impression that you do not value the person in front of you It is inconsiderate to take a call in the middle of a conversation. Never take a personal call during a business meeting. This includes interviews and meetings with coworkers or subordinates

61. If you must take a call, ask permission of the people with you. The same principle applies when you are ordering food. Give the waiter your attention. Don’t just point to a menu item and shake your head. The same set of rules for texting during face- to-face conversations – it is rude Ear plugs Many are near invisible People cannot tell if you are talking to them, someone on the cell, or your invisible friend

62. Keep it Short. Keep public conversations brief. You can get back to the caller when you’re not in a public place.

63. Lights Out, Phones Off Put your phone’s ringer on “silent” in theaters, courtrooms, places of worship, and restaurants. Don’t light up your phone’s screen in a dark theater. If you forget to turn your phone off or set it to silent, don’t answer it if it rings – turn it off immediately. You can leave the room and return the call. Just let the caller leave you a message, and get back to them later. No Talking Zones Elevators, libraries, museums, restaurants, cemeteries, theaters, medical offices, and enclosed public spaces

64. Avoid annoying ring tones. Not everyone appreciates hearing your favorite song or obnoxious ringtones when your phone signals that you have a call. Programming your phone so that a caller will hear a music selection instead of a simple ring tone can be a source of aggravation to the caller. Keep it simple

65. Hang up and drive. Multitasking isn’t always a good thing. Most calls can wait until you’ve reached your destination. If the call is upsetting, it will affect your ability to drive safely

66. Technology and manners are compatible. Inform your friends that you have adopted “Mobile Manners.” Encourage them to do the same.

67. Time to put the words into action…