Verbal & Non-Verbal Communication

Verbal & Non-VerbalCommunication

Active & Passive Listening

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What is Communication?

•Two-way process of reaching mutualunderstanding, in which participants not onlyexchange (encode-decode) information butalso create and share meaning.

•"sending, giving, or exchanging informationand ideas.

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

THINK

ARTICULATE

INFLUENCE

COMMUNICATE

FEEDBACK

DESIRED

ACTION

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Sender

Receiver

Message

Listening

•Patients appreciate & respond positively tothe doctor who listens carefully;

•Active or effective listening is the mostdifficult skills to acquire.

Hearing & Listening

 Hearing is noting that someone is speaking,just one stage of listening.

 Listening, is making sense of what is heardand requires to constantly pay attention,

interpret, and remember what is heard.

 Hearing is passive; listening is active.

Important of Listening:-

•80 % TOP EXECUTIVES BELIVES IT AS MOSTIMPORTANT SKILL

•STRENGTHENS ORGANIZATIONALRELATIONSHIPS

•CREATES OPPORTUNITIES OF INNOVATION

“The main remarks made by patients in the PHCcenters in Riyadh was that:

“physicians were not listening enough to theircomplaints.”

( Saeed 2001)

Ways to improve listening:

•1. Make Eye Contact

•2. Use Affirmative Nods and AppropriateFacial Expressions

•3. Avoid Distracting Actions or Gestures

•4. Ask Questions

•5.Taking notes;

Ways to improve listening

6. Asking the speaker to repeat or clarify;

7. Paraphrase

8. Do Not Talk Too Much

9. Summarising

ACTIVE LISTENING

–AVOID OR TURN OFF ANY BIASES ORFILTERS TO TRUALY HEAR &UNDERSTAND THE SPEAKERS MESSAGE

–ENCOURAGE SPEAKERS WITH POSITIVEBODY LAUNGUAGE

–Passive Listening??

ACTIVE LISTENING

•LISTENING/RECEIVING / RESPONDING

–PHYSICALLY HEARING THE MESSAGE &ACKNOWLEDGING IT

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Key Features of Active Listening:

Gathering & retaining the information;

 Understanding the implications to thepatient;

 Responding to verbal & non-verbal cues;

 Pay attention & try to understand.

3. Use Non-verbal Communication:

•Smile,

•Gestures,

•Eye contact,

•Your posture.

ACTIVE LISTENING…(cntd…)

4. Give Feedback

•Remember that what someone says and whatwe hear can be amazingly different.

•Repeat back or summarize to ensure that youunderstand.

•Restate what you think you heard and ask,"Have I understood you correctly?"

ACTIVE LISTENING…(cntd…)

Techniques to improve listeningskills

PARAPHRASEPARAPHRASE

Restate what wassaid in your ownwords

PARAPHRASEPARAPHRASE

Restate what wassaid in your ownwords

SUMMARIZESUMMARIZE

Pull togetherthe main pointsof a speaker

SUMMARIZESUMMARIZE

Pull togetherthe main pointsof a speaker

QUESTIONQUESTION

Challenge speakerto think further,clarifying both yourand theirunderstanding

QUESTIONQUESTION

Challenge speakerto think further,clarifying both yourand theirunderstanding

Techniques to improve listeningskills

•Facilitation;

•Clarification;

•Reflection;

•Helping the patient to be relevant;

•Silence;

•Signposting

•Summarising.

Practice Paraphrasing

•Paraphrasing issimply restatingwhat anotherperson has said inyour own words.

Use phrases such as:

In other words…

I gather that…

If I understand what youare saying…

What I hear you saying is…

Pardon my interruption,but let me see if Iunderstand youcorrectly…

Demonstrating Active Listening

•Appropriate use of eye contact;

•Posture ( sitting forwards facing thepatient);

•Nodding your head & saying “ hum – goon.

•Asking questions directly related to thepatient’s last statement.

Task 1

•Demonstration of active and passive listeningin 2 different topics discussion.

Non-verbal Communication:

ACTIONS SPEAK LOUDER THAN WORDS!!!

Non-verbal Communication

DEFINITION:

•Non verbal communication is the message orresponse not expressed or send in words, hints,suggestions or indications.

Non-Verbal Communication

38%38%

voice dynamics:

tone + inflection +volume + accent+ non-wordsounds; and...

55%55%

Face and body:non-verbalcommunication orface and bodylanguage.

Non- Verbal Communication

•Visual: expression, eye contact, eye movement

•Listening: carefully, actively, memory

•Kinesthetic: Posture, distance, mobility, muscletone, hand movement, etc

NONVERBAL COMMUNICATION

FACIAL EXPRESSIONS

Eyes Contact.

GESTURES

POSTURES

BODY MOVEMENTS

SMILE AND TOUCH

VOICE AND SOUNDS

VOLUME

PITCH/TONE

SILENCE

RECOGNIZING NONVERBAL COMMUNICATION

•PERSONAL APPREARENCE

•TOUCH

•TIME & SPACE

Example of body language

•Folded arms and leg crossed away from you:

•Rejection

•Tapping fingers:

•Impatience

•Avoiding eye contact:

•Untrustworthy

Eye Contact

•Eyes are the windows of soul.

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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'tdo.

Task 2

شكــــــراً

THANKS