Effective Communication

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Joel Ward
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1 Communication Skills: Vital to Breastfeeding Education & Assistance Rose Marie Straeter, MA, IBCLC, RLC Effective Communication Communication Skills are they really important? 1

ATTENDING BEHAVIOR INCLUDES: Eye contact Body Placement

ATTENDING BEHAVIOR Indicates interest in the other Models the

therefore builds rapport Those behaviors that say, I m paying

READING BODY LANGUAGE (NONVERBAL BEHAVIOR) Accurate Feedback

2 ATTENDING BEHAVIOR INCLUDES: Eye contact Body Placement Gestures Legs and feet Facial expression/voice tone GOOD ATTENDING BEHAVIOR Indicates interest in the other Models the behavior you wish others to display Conveys understanding and therefore builds rapport Those behaviors that say, I m paying attention to you. READING BODY LANGUAGE (NONVERBAL BEHAVIOR) Accurate Feedback Insight into effects of confrontation Basis for starting a conversation Basis for confrontation of discrepancy 2

EMPATHY How she feels in her shoes, not how you would feel in her shoes.

i Frees her to be receptive to suggestions or information.

.." Feeling Words Happy satisfied, pleased thrilled, grateful Sad unhappy, weepy, gloomy, low,

up, bewildered, torn, hesitant Interested enthusiastic, excited, full of energy, intrigued,

3 EMPATHY How she feels in her shoes, not how you would feel in her shoes. Identifying Feelings Builds rapport. Puts her in touch with what she's experiencing. i Frees her to be receptive to suggestions or information. Empowers her by giving a new basis for making decisions. "YOU FEEL..." Feeling Words Happy satisfied, pleased thrilled, grateful Sad unhappy, weepy, gloomy, low, discouraged Annoyed irritated, frustrated, grumpy, angry, resentful Uncertain confused, unsure, mixed up, bewildered, torn, hesitant Interested enthusiastic, excited, full of energy, intrigued, fascinated, inspired, determined Anxious worried, concerned, apprehensive, nervous, uptight, scared Shocked amazed, taken aback, surprised, disgusted, appalled, horrified Overwhelmed stretched, worn out, weary, tired, distressed, out of energy 3

Identifying Feeling & Meaning Builds continuity Communicates your understanding of what the experience means You feel because Variations Feelings is at

Analogy Examples Walking on eggs Bull in a china shop Rug pulled out from under you Caught on a merry-go-round At the end of your rope Fish out of water

4 Identifying Feeling & Meaning Builds continuity Communicates your understanding of what the experience means You feel because Variations Feelings is at the END. Feeling is in the MIDDLE. Use an ANALOGY. Share your OWN EXPERIENCE. Feelings as EXCLAMATION. Use your VOICE TONE. Analogy Examples Walking on eggs Bull in a china shop Rug pulled out from under you Caught on a merry-go-round At the end of your rope Fish out of water Like it s a holiday Out on a limb High as a kite Caught between a rock and a hard place Cat who ate the canary Skating on thin ice Let your hair down In the hot seat Fly in a spider web 4

Elements of Helpful Responses A feeling word is used.

The perception is not confirmed. ( It seems as though.

The reason ties past to present when appropriate.

5 Elements of Helpful Responses A feeling word is used. The feeling is in the present tense.. The reason relates to the statement made. The perception is not confirmed. ( It seems as though.., it seems like ) The reason deals with the person to whom you are talking. The reason ties past to present when appropriate. The reason is not accusative, argumentative, or questioning. The response is concrete and specific. Empathy is feeling with; sympathy is feeling for. Communicate with women regarding breastfeeding. Open-Ended requests elicit more information: Tell me more about Describe What do you think the problem is? How do you think this came about? Do you have any hunches? 5

6 How Important is Sincerity, Attitude, and Passion? How your communication is impacted by technology **Text Messages **Facebook The notion of harmony is giving The notion of harmony is giving everyone enough space to be who they are. That s what listening does... Jack Ricchiuto 6

(2010, Spring). Texting 101 for La Leche League leaders. Spice Shelf, 1-2.

7 Your communication skills impact breastfeeding. References La Leche League, Communication Skills: Listening From the Heart Straeter, R. M. (2010, Spring). Texting 101 for La Leche League leaders. Spice Shelf, 1-2. US Department of Health and Human Services. (2011). The Surgeon General s Call to Action to Support Breastfeeding. Washington, DC: U.S. Government Printing Office. 7

EMOTION CARDS. Introduction and Ideas. How Do You Use These Cards?

EMOTION CARDS. Introduction and Ideas. How Do You Use These Cards? Introduction and Ideas A significant part of helping kids to deal with their emotions (Jump In! Stand Strong! Rise Up!) is helping them to develop a robust feelings vocabulary. That is why we are excited