SOCF111. Session 7. Modes of Communication (1) Department of Social Sciences. endeavour.edu.au

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1 SOCF111 Session 7 Modes of Communication (1) Department of Social Sciences endeavour.edu.au

2 Mindfulness Exercise Endeavour College of Natural Health endeavour.edu.au 2

3 Modes of Communication (1) Session Aim To provide students with an understanding of what is needed for effective communication with a focus on nonverbal communication Endeavour College of Natural Health endeavour.edu.au 3

4 Modes of Communication (1) On successful completion of this session, students should be able to: o Understand the role of communication in clinical practice o Distinguish between non verbal and verbal communication o Identify the different types of nonverbal communication o Identify the need to further develop the use of nonverbal skills for future clinical practice o Understand the importance of nonverbal cues in effective clinical communication Endeavour College of Natural Health endeavour.edu.au 4

filtered by their: Previous life experience Own values and beliefs

5 What is Communication? o The message between a sender and a receiver o What they hear is filtered by their: Previous life experience Own values and beliefs Previous experience of the person Previous experience of other professionals Endeavour College of Natural Health endeavour.edu.au 5

6 Role of Communication Skills in Clinical Practice.communication is central to clinical practice a core clinical skill communication skills need to be taught and learned [Source: Silverman, J, Kurtz, S & Draper, J 2013, Skills for communicating with patients, 3 rd edn, Radcliffe Publishing, London, p. 7] Endeavour College of Natural Health endeavour.edu.au 6

7 Role of Communication Skills in Clinical Practice o Communication produces a more effective consultation for all parties involved o Effective communication improves: Accuracy, efficiency and supportiveness Health outcomes for clients Satisfaction for both client and practitioner The therapeutic relationship ( re: session 1) o Communication bridges the gap between evidencebased medicine (practice) and working with individual clients [Source: Silverman, J, Kurtz, S & Draper, J 2013, Skills for communicating with patients, 3 rd edn, Radcliffe Publishing, London, p. 7] Endeavour College of Natural Health endeavour.edu.au 7

8 Communication o Has two major components: Non-verbal the focus of this session Verbal the focus of our next session Endeavour College of Natural Health endeavour.edu.au 8

ideas o Continuous o Multi-modal o Operates at edge of conscious awareness o

9 Non- verbal and Verbal Communication A Comparison [Verderber& Verderber, 1980] Verbal Non-verbal o Discrete o Uni-modal o Voluntary control o Communicates thoughts and ideas o Continuous o Multi-modal o Operates at edge of conscious awareness o Communicates attitudes, emotions,& affect Endeavour College of Natural Health endeavour.edu.au 9

Non-Verbal Communication. o Non-verbal communication is communication without words - messages created through use of: Body motions i.e. gestures, facial expressions, gaze, eye movement. Space i.e. closeness or distance Sounds i.

10 Non-Verbal Communication. o Non-verbal communication is communication without words - messages created through use of: Body motions i.e. gestures, facial expressions, gaze, eye movement. Space i.e. closeness or distance Sounds i.e. tone, volume, pitch Touch Silence Northouse, L & Northouse, P (1998), Health Communication: Strategies for Health Professionals, Appleton and Lange, Stanford Endeavour College of Natural Health endeavour.edu.au 10

11 Purpose of Non-Verbal Communication Northouse & Northouse (1998), p 130 o o o o o Expression of feeling and emotions Regulation of interaction Validation of verbal messages Maintenance of self-image Maintenance of relationships Endeavour College of Natural Health endeavour.edu.au 11

12 What is Non Verbal Communication o Posture Seated, standing, erect, relaxed o Proximity - PROXEMICS How space is used, positioning and distance o Touch - HAPTICS Handshake, pat, any other physical contact o Body Movements - KINESICS Gestures, nods, foot & leg movements, fidgeting o Environmental Cues Location, furniture positioning, lighting, room temperature and colour Endeavour College of Natural Health endeavour.edu.au 12

Posture o Body movements and height Height is related to perception of dominance and success in leadership positions Lower body to someone - indicative of respect and/or defeat Rigid body

13 Posture o Body movements and height Height is related to perception of dominance and success in leadership positions Lower body to someone - indicative of respect and/or defeat Rigid body with raised shoulder indicative of aggression Mirroring non-verbal behaviour can be used effectively in a consultation to convey empathy Endeavour College of Natural Health endeavour.edu.au 13

14 Proxemics (Hall, 1966) Endeavour College of Natural Health endeavour.edu.au 14

15 Haptics o Touch varies across cultures High versus low touch cultures o There are five classification types (Johnson, 1998): 1. Social/polite 2. Functional/professional 3. Friendship/warmth 4. Love/intimacy 5. Sexual/arousal 1 and 2 common in most workplaces e.g. handshake What role does/should touch play in a consultation? Endeavour College of Natural Health endeavour.edu.au 15

hostility o High synchronisation is indicative of greater rapport

16 Kinesics o Orientation, inclination and body angle o Facing someone squarely indicates interest o Facing away indicates indifference or hostility o High synchronisation is indicative of greater rapport between individuals Endeavour College of Natural Health endeavour.edu.au 16

Gestures o Major focus on hand and arm movements o Vary across cultures some cultures are just more physically expressive Convey a range of meanings: Insecurity e.g. playing with jewellery/hair; chewing pen Deceit e.

17 Gestures o Major focus on hand and arm movements o Vary across cultures some cultures are just more physically expressive Convey a range of meanings: Insecurity e.g. playing with jewellery/hair; chewing pen Deceit e.g. cross & uncross legs; cover mouth with hand Apathy e.g. shoulder shrug; hands in pockets Approval e.g. high-five; thumbs up Disapproval - e.g. refusal of eye contact; lower voice Despair - e.g. shake head, wring hands Hostility e.g. bunched fists; finger pointing Confidence e.g. erect posture; swaggering gait Endeavour College of Natural Health endeavour.edu.au 17

18 Activity In small groups. Choose 5 common gestures. Do they have the same meaning each time they are used? If not explore the factors that change the meaning 18 Endeavour College of Natural Health endeavour.edu.au 18

Environmental and Physical Factors Lights, noise, colour, room temperature, furniture arrangement and building structure all influence our communication o Formality can feel less

19 Environmental and Physical Factors Lights, noise, colour, room temperature, furniture arrangement and building structure all influence our communication o Formality can feel less relaxed, which might lead to more hesitant or difficult communication o Warmth can encourage us to linger, feel relaxed and comfortable Endeavour College of Natural Health endeavour.edu.au 19

20 Environmental and Physical Factors o Privacy partitioned, curtained areas can foster more personal communication o Constraint physical constraints can enhance stress eg areas too small, crowded furniture Endeavour College of Natural Health endeavour.edu.au 20

21 Environmental and Physical o Distance long corridors, distance from professionals can engender feelings of isolation for the client Factors o Familiarity cautious or hesitant behavior may result from client being in unfamiliar environments Endeavour College of Natural Health endeavour.edu.au 21

22 Activity: Environmental Communication in Clinic o Write a paragraph on how you would address the following environmental factors in clinic and then share with a partner Formality Warmth Privacy Distance Familiarity Noise Other factors? Endeavour College of Natural Health endeavour.edu.au 22

23 Environmental and Physical Factors o Sound noise acts as another irritant and can cause interference in communication o Furniture therapists can elect to alter where they sit - circular arrangements are best Endeavour College of Natural Health endeavour.edu.au 23

24 What is Non Verbal Communication o Facial Expression Frowning, smiling, crying, raised eyebrows o Eye behaviour Gaze, staring, eye contact o Vocal Cues PARALINGUISTICS Rate, pitch, volume, rhythm, pause intonation Use of silence o Use of Time Early/late; rushed; slow to respond o Physical Presence Gender, race, clothing, grooming, body shape Endeavour College of Natural Health endeavour.edu.au 24

25 Facial expression o Facial expression discloses emotional state Strongly influenced by culture Poker face Smiling What does it reveal? Endeavour College of Natural Health endeavour.edu.au 25

26 Can you identify the 6 basic emotions below? Endeavour College of Natural Health endeavour.edu.au 26

27 Eye Behaviour o Communication from the eyes can be both conscious and unconscious o The role of eye contact varies across cultures and also within the one culture o Eye contact can convey a variety of meanings dominance/power concentration Interest The eyes are the mirror of the soul and reflect everything that seems to be hidden (Paul Coelho, Manuscript Found in Accra) Endeavour College of Natural Health endeavour.edu.au 27

28 Paralinguistics [Eunson, B 2012, Communicating in the 21 st century 3 rd edn, Wiley, Milton Qld] o Can substantially modify word meaning by: The words we emphasise e.g. sarcasm; anger; boredom The volume we use timid/bold/confident Pitch & inflection friendliness; warning; deception Articulation good (confident?) or poor (shy?) Accents revealing of origins Endeavour College of Natural Health endeavour.edu.au 28

29 Paralinguistics [Eunson, B 2012, Communicating in the 21 st century 3 rd edn, Wiley, Milton Qld] o Silence and interruption behaviour reveal a lot about what is going on in a communication (p. 263) o Interruption patterns: Power and dominance relationship/s o Silence- a useful tool has a multitude of meanings (evaluation; focussing attention; emotional meaning/s disgust, fear, anger) Endeavour College of Natural Health endeavour.edu.au 29

30 Use of Silence o Allowing silence in an interaction is an important aspect of listening o Silence leaves space for awareness, insight or opportunity for further response o Learn to be comfortable with silence o Avoid jumping in to fill a silence Endeavour College of Natural Health endeavour.edu.au 30

Use of Time o Hall (1977) distinguishes between low and high context cultures with a focus on their use of time as a concept Low-context Monochronic there is one time only and time is linear; events

31 Use of Time o Hall (1977) distinguishes between low and high context cultures with a focus on their use of time as a concept Low-context Monochronic there is one time only and time is linear; events occur sequentially; scheduling matters High-context Polychronic there are multiple times; time is circular; events advance at their own pace; multiple events occur simultaneously This has implications for communication across cultures Endeavour College of Natural Health endeavour.edu.au 31

Physical Presence [Eunson, B Communicating in the 21 st century, 3 rd edn, Wiley, Australia] o Clothing PLUS bodily adornment (e.g. hair style, makeup, tattoos & piercings) o Lets others know what group we belong to our wealth and social class o Indicates a variety of functions e.

32 Physical Presence [Eunson, B Communicating in the 21 st century, 3 rd edn, Wiley, Australia] o Clothing PLUS bodily adornment (e.g. hair style, makeup, tattoos & piercings) o Lets others know what group we belong to our wealth and social class o Indicates a variety of functions e.g. Sexual modesty/immodesty Leisurely lifestyle Group identification (uniforms formal or informal) Wealth/status Dominance/toughness Religious affiliation Endeavour College of Natural Health endeavour.edu.au 32

33 Myths about Non-Verbal Communication Northouse & Northouse (1998, p 133ff) Transparency o This myth would have us believe that you can tell what someone is thinking by reading their body language o We can control many of these cues and it does not allow others to read us like a book Endeavour College of Natural Health endeavour.edu.au 33

34 Myths about Non-Verbal Communication Northouse & Northouse (1998, p 133ff) The single meaning o A scowl might indicate concentration, anger or questioning o Arms over chest might indicate the person is cold o There are many different meanings Endeavour College of Natural Health endeavour.edu.au 34

35 Nonverbal Communication Activity Class discussion on Nonverbal Communication What are some of these? When might we use them? Endeavour College of Natural Health endeavour.edu.au 35

What are proxemics, haptics and kinesics?

36 Revision Questions o o o o o Why is communication important in a clinical setting? What are the dimensions along which nonverbal and verbal communication differ? What are proxemics, haptics and kinesics? How do environmental cues contribute to the communication process? What are paralinguistic cues? How do they aid communication? Endeavour College of Natural Health endeavour.edu.au 36

37 Endeavour College of Natural Health endeavour.edu.au 37

COM100 Effective Business Communication Session 6, Verbal and non-verbal communication

COM100 Effective Business Communication Session 6, Verbal and non-verbal communication Click to edit Master title style Learning Outcomes The learning outcomes to be achieved in this session are: o define