Transcript Psicologia aplicada a la informació als pacients

Psychology Applied to Optometry
COURSE SYLLABUS
1.
2.
3.
4.
5.
6.
Psychology and visual health
Non-verbal communication
The visual exam
Performace of the optometric exam
Giving bad news
Difficult patients and managing complaints
THEME 2: NON-VERBAL COMMUNICATION
STRUCTURE OF THE THEME:
1.
2.
3.
4.
Communication
Non-verbal communication
Functions of non-verbal conduct
Interpretation of gestures
THEME 2: NON-VERBAL COMMUNICATION
1. Communication
Basic axioms of communication:
• 1. It is impossible to not communicate
• 2. All communication is made up of two
aspects: content and relation
• 3. Humans communicate analogically and
digitally
• 4. The nature of a relationship depends on
punctuation
• 5. Relationships can be symmetrical or
complementary
THEME 2: NON-VERBAL COMMUNICATION
2. Non-verbal communication
• The most important from the communicative
point of view
• Affective. Similar language to the primates.
• Unconscious
• Misunderstanding
THEME 2: NON-VERBAL COMMUNICATION
Have you really
worked in
NASA?
Yes, of
course...
•
•
•
•
•
Emblems
Illustrators
Regulators
Adaptores
Emotional expressions
My cervicals hurt
from so much
studying...
THEME 2: NON-VERBAL COMMUNICATION
• KINETIC: the study of bodily movement
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Looks/glance
Facial expressions
General posture
Bodily movements
• BODILY CONTACT(TACTÉSICA): the study of
bodily contact during interaction
• BODILY PROXIMITY (PROXÉMICA): special
spacing and distance characteristics of interaction
Facing each other: great
level of involvement
Competition:
sitting across
from one another
To converse: right
angle
Cooperation: side-by-side, but
beware of the angle of
inclination!
THEME 2: NON-VERBAL COMMUNICATION
• A SPEAKER’S PHYSICAL CHARACTERISTICS
• PARALINGUISTICS: tone of voice, pauses,
accent…
• ARTEFACTS: jewels, perfume, clothing,
mustache…
• ENVIRONMENTAL FACTORS IN THE
COMMUNICATIVE PROCESS
THEME 2: NON-VERBAL COMMUNICATION
3. Functions of non-verbal behavior:
1.
KNOWING THE BASIC DISPOSITION OF THE PATIENT:
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COOPERATION
EVASIVE
AGGRESSIVE
INDIFFERENT
THEME 2: NON-VERBAL COMMUNICATION
COOPERATIVE ATTITUDE
THEME 2: NON-VERBAL COMMUNICATION
EVASIVE ATTITUDE
THEME 2: NON-VERBAL COMMUNICATION
AGGRESSIVE ATTITUDE
THEME 2: NON-VERBAL COMMUNICATION
INDIFFERENT ATTITUDE
THEME 2: NON-VERBAL COMMUNICATION
2. TO DETERMINE WHETHER THE PATIENT IS SUFFERING FROM
PSYCHOLOGICAL DISCOMFORT
3. ADJUSTMENTS TO THE VERBAL MESSAGE:
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SUBSTITUTION. Emblems
REPETITION. Emblems
ACCENTUATION. Illustrators and emotional expressions
COMPLIMENTING. Illustrators and emotional expressions
REGULATION. Regulators
CONTRADICTION. Provides the most information
THEME 2: NON-VERBAL COMMUNICATION
4. CONFIRMING THE BELIEVABILITY OF THE VERBAL
MESSAGE:
•
•
Lies in treatment follow-up, recommendations,
adaptations to contact lenses
Truthfulness: vague verbal punctuation marks
THEME 2: NON-VERBAL COMMUNICATION
If verbal/non-verbal incongruence is detected:
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•
•
Make a mental note of the fact without mentioning it
Verbalize the contradiction in a professional tone
Ask what the incongruence means, given the fact that it
is true and has a meaning
THEME 2: NON-VERBAL COMMUNICATION
Emotions and changes in the non-verbal behavior of the
patient
a) Micromomentary expressions: muscular activities in the base
primary emotions (happiness, sadness, surprise, rage, fear,
dislike and interest)
b) Filtrations: changes within the same sentence. Lying. Nonverbal gestures lessen (poker face) while Adaptors increase in
frequency.
c) Abrupt attitude changes towards the professional
d) Changes during different interviews
THEME 2: NON-VERBAL COMMUNICATION
e) Appearance of adaptors (emotional tension):
Picking at the corners of eyes
Picking at ears
Touching the ears or nose
Touching arm hair
Picking at the table with fingers or a pen
Playing with objects
Wringing hands
Tapping feet on the floor
Clearing the throat
THEME 2: NON-VERBAL COMMUNICATION
THEME 2: NON-VERBAL COMMUNICATION
THEME 2: NON-VERBAL COMMUNICATION
4. Interpreting gestures
• Listening with the arms
crossed
• Patient looks at him/herself
when listening and talking
• Provocation: pupil dilation
• Sensation of being deceived if
they aren’t looking at us:
customs
• Wringing the hands, enlacing
them: need to relax or give
explanations
THEME 2: NON-VERBAL COMMUNICATION
• SINCERITY:
– Open hands
– Unbuttoned jacket
– Sincerity provokes similar
feelings in others
• RESERVE:
– Cleaning glasses
– Putting the end of the frame in
the mouth
– Touching the nose: negative
– Crossing feet/heels
THEME 2: NON-VERBAL COMMUNICATION
• FRUSTRATION:
– Clenching fists
– Pointing with the index finger
– Putting the palm on the nape of
the neck
• CONFIDENCE:
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Joining the fingers of the hands
Erect posture
Looking into other’s eyes
Less blinking