Transcript An abundance of ways to communicate

Managing
Stress
8E
Principles and Strategies
for Health and Well-Being
Unless otherwise noted, all images
were supplied by Brian Luke Seaward.
Credit: © Inspiration Unlimited. Used
with permission.
Brian Luke Seaward, Ph.D.
Chapter 15
Communication Skills
Source: © Ryan McVay/Photodisc/Getty Images
“The three most important words for any
successful relationship are: Communication,
Communication, Communication.”
—Anonymous
Communications
in the
Wi-Fi Age
High Tech
Communication:
Welcome to
information
and
communication
overload
An abundance
of ways to
communicate:
An abundance
of ways to
communicate:
• Email
• Voicemail
• Texting
• Twitter
• Facebook
• LinkedIn
• Foursquare
• Pintrest
• Instagram
• Skype
• ???????
High Tech
Miscommunication
No emotional intonation
Dishonesty
Avoidance
Technology Gap
Technology Gap
People over 30
prefer emails and
voicemail, people
under 30 prefer
text messages
Anger and Fear
Influences
with
High Tech
Communication
Smart Phones,
Dumb Messages
(Mistakes and Problems)
Smart Phones,
Dumb Messages
(Mistakes and Problems)
• Communication Without Emotions
• Hiding Behind Technology
• Covering up the Truth (dishonesty)
• Absence of Body Language
• Privacy Issues
• Communication/Information
Overload
• Brevity vs. Integrity
• Screen Time vs. Direct Eye Contact
Courtesy of Bizarro, King Features Syndicate
Healthy High Tech
Communication Skills
Healthy High Tech
Communication Skills
• Establish Healthy Boundaries
• Honor the “Touch It Once” Rule
• Be Courteous
• Maintain Eye Contact
• Keep Personal Issues Private
• Attack Issues, not People
• Avoid Putting Others on the
Defensive
• Learn to be high tech multilingual
• Avoid Information Overload
• Resolve Problems When They Arise
The Basics of
Communication skills
The Basics of
Communication skills
To be a good communicator, one must not
only express thoughts and feelings in
understandable words, but also listen, clarify,
and process information as it is intended.
Conversation
Styles
Conversation Styles Under Stress
Stressors involving other people
undoubtedly involve poor
communication or miscommunication.
Figure 15.2. Men and
women indeed have
different communication
styles, often leading to
misunderstanding,
miscommunication, and
stress.
Source: NON SEQUITUR © 2002 Wiley Ink, Inc. Dist. By UNIVERSAL UCLICK. Reprinted with permission. All
rights reserved.
Conversation Styles Under Stress
Schismogenesis
Conversation Styles Under Stress
Schismogenesis: A term coined by
Deborah Tannen suggesting that
exaggerated conversation styles become
intensified under stress, thus adding to
miscommunication.
Conversation Styles Under Stress
Metamessages
Conversation Styles Under Stress
Metamessages: The underlying intention
of verbal communication when people are
indirect with their comments, thus adding
to miscommunication.
Result: People don’t say what they mean.
Verbal
Communication
Verbal
Communication
• Encoding
Verbal
Communication
• Encoding
• Decoding
Verbal
Communication
• Encoding
• Decoding
• Sapir-Whorf Hypothesis
Communicating
Ideas and Feelings
Nonverbal
Communication
Nonverbal
Communication
Physical Elements
• Touch
• Emblems/Illustrators
• Affect Displays
• Regulators
• Adaptors
• Paralanguage
Nonverbal
Communication
Nonphysical Elements
• Territorial Space
• Clothing
Figure 15.3. Body language can be more revealing
than the spoken word. Studies show that people trust
body language more than verbal communication.
Listening, Attending,
and Responding Skills
Listen Up!
Listen Up!
1. Assume the role of a listener
Listen Up!
1. Assume the role of a listener
2. Maintain eye contact
Listen Up!
1. Assume the role of a listener
2. Maintain eye contact
3. Avoid word prejudice
Listen Up!
1. Assume the role of a listener
2. Maintain eye contact
3. Avoid word prejudice
4. Use minimal encouragers
Listen Up!
1. Assume the role of a listener
2. Maintain eye contact
3. Avoid word prejudice
4. Use minimal encouragers
5. Paraphrase what was said
Listen Up!
1. Assume the role of a listener
2. Maintain eye contact
3. Avoid word prejudice
4. Use minimal encouragers
5. Paraphrase what was said
6. Ask questions to improve clarity
Listen Up!
1. Assume the role of a listener
2. Maintain eye contact
3. Avoid word prejudice
4. Use minimal encouragers
5. Paraphrase what was said
6. Ask questions to improve clarity
7. Use empathy to reflect and share feeling
Listen Up!
1. Assume the role of a listener
2. Maintain eye contact
3. Avoid word prejudice
4. Use minimal encouragers
5. Paraphrase what was said
6. Ask questions to improve clarity
7. Use empathy to reflect and share feeling
8. Provide feedback (if requested)
Listen Up!
1. Assume the role of a listener
2. Maintain eye contact
3. Avoid word prejudice
4. Use minimal encouragers
5. Paraphrase what was said
6. Ask questions to improve clarity
7. Use empathy to reflect and share feeling
8. Provide feedback (if requested)
9. Summarize content
Listen Up!
1. Assume the role of a listener
2. Maintain eye contact
3. Avoid word prejudice
4. Use minimal encouragers
5. Paraphrase what was said
6. Ask questions to improve clarity
7. Use empathy to reflect and share feeling
8. Provide feedback (if requested)
9. Summarize content
10. Turn off your cell phone
Conflict
Resolution
Types of Conflict
Types of Conflict
Knowing the type of conflict you are in
may help to resolve it:
Types of Conflict
Knowing the type of conflict you are in
may help to resolve it:
1. Content conflict
Types of Conflict
Knowing the type of conflict you are in
may help to resolve it:
1. Content conflict
2. Value(s) conflict
Types of Conflict
Knowing the type of conflict you are in
may help to resolve it:
1. Content conflict
2. Value(s) conflict
3. Ego conflict *
* Thought to be the hardest to resolve
Conflict Management
Styles
Conflict Management
Styles
1. Withdrawal
Conflict Management
Styles
1. Withdrawal
2. Surrender
Conflict Management
Styles
1. Withdrawal
2. Surrender
3. Hostile Aggression
Conflict Management
Styles
1. Withdrawal
2. Surrender
3. Hostile Aggression
4. Persuasion
Conflict Management
Styles
1. Withdrawal
2. Surrender
3. Hostile Aggression
4. Persuasion
5. Dialogue
Steps to Enhance
Communication Skills
Try these suggestions:
Try these suggestions:
1. Speak with precision and directness
Try these suggestions:
1. Speak with precision and directness
2. Enhance your vocabulary
Try these suggestions:
1. Speak with precision and directness
2. Enhance your vocabulary
3. Use appropriate language
Try these suggestions:
1.
2.
3.
4.
Speak with precision and directness
Enhance your vocabulary
Use appropriate language
Attack issues, not people
Try these suggestions:
1.
2.
3.
4.
5.
Speak with precision and directness
Enhance your vocabulary
Use appropriate language
Attack issues, not people
Avoid putting people on the defensive
Try these suggestions:
1.
2.
3.
4.
5.
6.
Speak with precision and directness
Enhance your vocabulary
Use appropriate language
Attack issues, not people
Avoid putting people on the defensive
Avoid third party communicators
Try these suggestions:
1.
2.
3.
4.
5.
6.
7.
Speak with precision and directness
Enhance your vocabulary
Use appropriate language
Attack issues, not people
Avoid putting people on the defensive
Avoid third party communicators
Avoid information overload
Try these suggestions:
1.
2.
3.
4.
5.
6.
7.
8.
Speak with precision and directness
Enhance your vocabulary
Use appropriate language
Attack issues, not people
Avoid putting people on the defensive
Avoid third party communicators
Avoid information overload
Validate your assumptions
Try these suggestions:
1.
2.
3.
4.
5.
6.
7.
8.
9.
Speak with precision and directness
Enhance your vocabulary
Use appropriate language
Attack issues, not people
Avoid putting people on the defensive
Avoid third party communicators
Avoid information overload
Validate your assumptions
Resolve problems when they arise
Pillow Talk