comm110 listening & verbal messages. agenda (6.2) perception & impression formation (from...
TRANSCRIPT
COMM110
Listening & Verbal Messages
Agenda (6.2)Perception & Impression Formation (from Chapter 2)
Review of Chapter 2 – Quiz
Chapter 3 Goals/Overview
Group Exercise #1 – Listening
Comm Basics – Phone communication/Leaving messages
Class Short speeches
Chapter 4 Goals/Overview
Group Exercise #2 - Email
Review of this week’s tasks
Discussion/Homework Week #2
• Missing Discussion Boards
• Missing Assignments
• Missing Quizzes
Perception
• Perception is your way of understanding the world.
• It’s the process by which you become aware of objects, events, and people through senses of sight, smell, taste, touch, and hearing
Copyright ©2011, 2008, 2005 Pearson Education, Inc. All rights
reserved.
Stages of Perception
Stimulation (Stage 1)
• First stage: sense organs are stimulated• Selective perception• Selective attention• Selective exposure
Organization (Stage 2)
At the second stage, you organize the information your senses pick up in three ways:
(1) by rules
(2) by schemata
(3) by scripts.
Interpretation-Evaluation (Stage 3)
Subjective
Influenced by experiences, needs, wants, values, expectations, physical and emotional state, gender, beliefs, rules, schemata, and scripts
Memory (Stage 4) andRecall (Stage 5)
Memory (Stage 4)
Storage of stimulation
“cognitive tags”
Recall (Stage 5)
Reconstruction
Inaccuracies
Impression Formation
• Refers to the process you go through in forming an impression of another person (person perception)
Impression Formation Processes
• What you do everyday• Self-fulfilling prophecy• Personality theory• Primacy-Recency• Stereotyping• Consistency• Attribution of control
Increasing Accuracy in Impression Formation
• Analyze impressions– Recognize your own role in perception– Avoid early conclusions– Beware of the just world hypothesis
• Check your perceptions– Describe what you see/hear and seek
confirmation• Reduce your uncertainty• Increase cultural sensitivity
Impression Management: Goals and Strategies
Also called: self-presentation or identity management
Refers to the processes you go through to communicate the impression you want other people to have of you
Strategies of Impression Management
• Affinity-seeking and politeness• Credibility• Self-handicapping• Self-deprecating• Self-monitoring • Influencing • Image-confirming
Key Word Quiz – Chap 2
• Textbook Page 49
Listening – the process of receiving, understanding, remembering,
evaluating, and responding to verbal and/or nonverbal messages
Chapter 3:Stages of Listening
Stages of Listening
• Receiving (attention & concentration)• Learning (understanding)• Memory (remembering)• Critical Thinking (evaluating)• Feedback (responding)
Listening Barriers
• Distractions – Physical and Mental• Biases & Prejudices• Lack of Focus• Premature Judgement
How Well Do You Listen?
• Textbook Page 57
Ted Talk – how to speak so people will listen
• https://www.ted.com/talks/julian_treasure_how_to_speak_so_that_people_want_to_listen?language=en
Styles of Effective Listening
• Empathic listening is defined as trying to understand what a person means and feels
• Objective Listening is defined as detaching oneself as much as possible in order to best understand the speaker
Steps to Empathic Listening
• Strive to understand the speaker’s viewpoint• Engage in two way conversation• Seek out the speaker’s thoughts and feelings• Avoid “offensive listening”—hearing only bits and
pieces • Strive to listen objectively to friend and foe alike
Guidelines for Nonjudgmental and Critical Listening
• Always keep an open mind• Avoid quick judgments and premature
evaluations• Strive to not filter out difficult materials or
simplify complex messages• Recognize your own tendency to interpret
through personal biases• Avert sharpening—the tendency to increase
importance of some parts of messages
Guidelines for Depth Listening
• Focus on verbal and nonverbal messages• Listen for both content and relational messages• Take special note of statements that refer back
to the speaker• Don’t disregard the literal meaning of messages
- Balance your listening between surface and underlying messages
Active Listening Techniques
• Paraphrase the speaker’s meaning• Ask questions• Express understanding of the speaker’s
feelings
Active Listening Techniques
• Paraphrase the speaker’s meaning• Ask questions• Express understanding of the speaker’s
feelings
Video – Active Listening
https://www.youtube.com/watch?v=Qg8PIK74KO4
Video – phone message
https://www.youtube.com/watch?v=vZChD_Gni8U&list=RDvZChD_Gni8U#t=12
Video – phone message
https://www.youtube.com/watch?v=KueEbFLODgg
Phone message tips • Clinical staff and physicians routinely use the telephone for triage, patient education, and
follow-up care. Although the phone is both necessary and vital in any health care setting, it can create a barrier to communication because it prevents us from seeing facial expressions and body language. The impression the patient or family receives depends on what they hear - using good phone skills and proper phone etiquette can help make the phone encounter more productive and enjoyable.
• Whether you're doing the dialing or the patient is calling you, here are a few tips for using the telephone that can help you maximize your communication efforts:
• First Impressions• Smile. Even though the caller can't see your expression, your smile communicates a
caring and compassionate attitude. It shows - even over the telephone.• Add a personal touch. Answer with a friendly greeting and use the patient's name when
possible during the conversation. This shows the patient that you are interested in him or her.
• Be polite and focus on the caller. Put yourself in the listener's place and act accordingly. Avoid distractions such as chewing gum, eating, drinking, or having secondary conversations with others in the room.
Phone message tips cont. • Lower your voice if it is normally loud. Keeping the phone about two-finger widths from your
mouth may help as well.• Communicate Effectively• Be an active listener. This is simple advice, but often overlooked. The patient may express
important information informally during your conversation, and not even realize it. Take notes, if necessary, so you can recall information correctly.
• Speak slowly and clearly. The caller may be confused, upset, or need clarification of something he of she does not understand. Pause occasionally to let the listener digest what you have said and to ask questions. If you leave a message on an answering machine, say your name and phone number slowly, and spell your name if needed.
• Use “living-room” language. Try to assess the caller's level of understanding within the first minute or two of the call. This will help you decide how to present information. Communicating medical information in an understandable way is important for both the spoken and written word.
• Express interest and address the patient's concern first, even if it's different from yours. Let him or her know that you care and want to help. Once you discuss the patient's concerns, he or she can relax and answer your questions.
• Don't expect patients to have good assessment skills. They really don't know the significance of symptoms or what is serious. Ask open-ended questions to explore any problems that need to be addressed.
• Stay calm and stay focused. Patients who are angry, upset, or difficult to communicate with are those who need your patience and compassion the most.
Phone message tips cont. • Hold and transfer• Say please and thank you. Before you put a caller on hold, ask permission and provide a
reason if needed (e.g., "Would you mind holding while I get your chart?"). Be sure to return to the call within a reasonable length of time, or provide updates to let the patient know you haven't forgotten about them. When you pick up the call again, thank them for holding.
• Keep them informed. When transferring a call, tell the patient what you are doing, and give him or her the new phone number in case you get disconnected. If possible, stay on the phone until the transfer is completed.
• A great finish• Evaluate understanding. Before you hang up, make sure the patient understands the
information you have given and that you have answered any questions to his or her satisfaction.• Let the patient know when to call back, if necessary. Provide information about who to
contact, what symptoms to watch for, and whether to call immediately or during regular operating hours.
• End on a positive note. Saying, "Have a nice day," or "It was nice talking with you," is a nice way to end the conversation.
• Write it down• Document. Finally, remember to document your telephone conversation and educational efforts
on the appropriate medical record form.• - See more at:
http://www.patienteducationupdate.com/2005-05-01/article5.asp#sthash.dIabCPnn.dpuf
Listening Differences: Culture
• Language and accents may be different• The meaning of nonverbal displays vary among
cultures• Tone and content of feedback varies according
to person/situations• Different norms of verbals and nonverbals• Different feedback styles exist
Listening and Gender:A difference of socialization
Men• Lecture• Seek facts• Desire respect• Interrupt more often• Change topics more often
Women• Talk, not lecture• Build relationships• Want to be liked• More patient• More sensitive to emotions
Key Word Quiz – Chap 3
• Textbook Page 68
Class Presentations
• Narrative Speech- time where
not listening resulted in
a negative outcome
Chapter 4 – Verbal Messages
• Verbal Messages - Verbal communication is the use of sounds and words to express yourself, especially in contrast to using gestures or mannerisms (non-verbal communication)
Principals of Verbal Messages
• Message Meanings are in people• Messages are denotative and connotative• Messages vary in abstraction• Messages can deceive (discussion)• Messages vary in politeness• Messages can be onymous or anonymous• Messages vary in assertiveness (discussion)• Messages are influenced by culture and gender
(discussion)
Types of Lies
• Pro-Social Deception – to achieve good• Self-Enhancement Deception – to make
yourself look good• Selfish Deception – to protect yourself• Anti-social Deception –to harm someone
Class Discussion
• How do you feel about lying ?
How to spot a liar
• http://www.ted.com/talks/pamela_meyer_how_to_spot_a_liar?language=en
Assertiveness
• Assertiveness – having or showing a confident and forceful personality
• Discussion – what is difference between being assertive and being aggressive?
• Do you think there are differences between men or women in their level of assertiveness?
Assertiveness
• http://www.ted.com/talks/sheryl_sandberg_why_we_have_too_few_women_leaders?language=en
Principles for using Messages Effectively
Next Steps
Discussion/Homework Week #3
• Discussion Board # –– Due Sunday• Assignment #1 – Self Disclosure Due
Sunday• Assessment – Due Sunday
