Transcript Communication

Human Relations
 The term Human Relations refers to
relationships between people.
 The relationship can be formal or informal,
close or distant, emotional or unemotional.
What is communication?
 Communication is the activity of conveying
information, thoughts, and ideas.
 Communication requires:
 a sender
 a message
 intended recipient / receiver
Includes both the spoken and written word
The communication process is complete once
the receiver has understood the sender.
Verbal Communication
Elements of effective
communication
The message must be clear
1. Use terms that the receiver can understand
2. Know the developmental level of the other
person and use language appropriate to that
level.
3. Deliver the message in a clear and concise
manner
 a. good grammar and correct pronunciation
are essential
 b. avoid slang terms, words with double
meanings, or meaningless phrases such as
“you know”, or “all that stuff”
 c. the tone and pitch of voice are important
 d. do not speak too fast or too slowly
 e. in written communication, the message
should be spelled correctly, contain correct
grammar, proper punctuation, and it should
be concise
4. The receiver must be able to hear and receive
the message
 a. people may be heavily medicated, have a
hearing or vision loss, or speak a different
language
 b. use alternate ways to communicate such
as writing the message out, using an
interpreter, or repeating the message
5. The receiver must be able to understand the
message
 a. use terms the person understands


b. the person’s attitudes and prejudices may
interfere with understanding
c. your own attitudes and prejudices may
interfere with understanding
6. Interruptions or distractions must be avoided
 a. trying to talk while answering the phone or
writing a message will decrease the
effectiveness of communication

b. environmental factors may affect
communication, (e.g. uncomfortable
temperatures or loud noises such as a loud
TV or radio may interfere with
communication)
Conversation
 1. Control the tone of your voice: convey interest







instead of boredom, patience rather than anger
2. Be knowledgeable about the topic of
conversation: be honest and confident
3. Be flexible: you may want to discuss a certain
subject and the other person wants to discuss
something else
4. Be clear and concise: stay on one subject at a
time
5. Avoid words that might have different
interpretations
6. Be truthful
7. Keep an open mind: others have valuable
contributions
8. Take advantage of available opportunities
Therapeutic Communication
Skills
Listening
 a. be alert and relaxed and take sufficient
time
 b. maintain eye contact
 c. indicate that you are paying attention to
what the other person is saying
Silence
 Take the time to wait for the person to initiate
or to continue speaking
 Allow the person time to reflect on what has
been said and to collect thoughts
Offering Self: Can I help
in some way?
 Shows caring and concern
 Shows readiness to help
Reflection: repeating
what the person has said
 Validation that this is what was meant
 Encourages further verbalization
Encouraging Elaboration:
Tell me how that felt.
 Used to elicit information about a subject
 Helps the person clarify unclear thoughts or
ideas
General Leading
Statements: Go on. I
see.
 Used to get interaction started
 Encourages the other person to continue or
elaborate
Giving Information
 Informs the person of specific, relevant
information
 Requires feedback to make sure the other
person receives the correct information
Open Ended Questions:
“Tell me about your day,”
rather than, “How was your
day?”
 Encourages elaboration rather than a 1 or 2
word answer
 Creates an inviting atmosphere for sharing
thoughts, and feelings
Non-Therapeutic
Communication Skills
 Don’t use clichés: Everything will be O.K. You
don’t need to worry about that.
 a. offers false reassurance
 b. can be interpreted as there is no cause for
concern
 Don’t use questions beginning with why or how
 a. requesting an explanation
 b. puts patient or co-worker on the defensive
 Don’t give advice
 a. denies the person the right to make their own
decisions
 b. increases person’s dependence on you
 Don’t keep changing the subject
 a. may keep the other person from talking about
what is a concern to him/her
 b. indicates you are ignoring the other person
 Don’t use judgmental comments: You aren’t acting
very grown up, How do you think they would feel if
they saw you like this?
 a. imposes your feelings onto the other person
 b. belittles what the other person is feeling
Gender Bias
 A. Words used often reflect a gender role
bias: All nurses are female.
 B. Gender roles have changed in the past ten
years
 C. To eliminate bias, avoid referring to doctors
as male and nurses as female -- address the
person by name or title
Nonverbal communication:
Sending and receiving
wordless messages
 Expresses more of the meaning of a message
than verbal communication
 Understanding the message
 1. 7% by spoken word
 2. 38% by the tone of the voice
 3. 55% by body language
Types of nonverbal
communication
 Humans pride themselves on their seemingly
unique ability to verbalize feelings and ideas.
 While the mouth tells one story, gestures and
posture may tell a different story.
Gestures
1. Express variety of feelings




a. contempt
b. hostility
c. approval
d. affection
2. Can be used in addition to words
3. Differ by culture
Gestures should be observed in clusters to provide a
more accurate picture of person being observed
Each gesture is like a sentence
The sum total of postures and gestures relate a nonverbal story
“Gut Feelings” &
Congruence
 When intuition tells you that certain people
are not being straightforward even though
they sound logical & appropriate
 This “intuition” or gut feeling results from
subconscious ability to read another person’s
body language
 Behavioral scientists have found that some
basic communication gestures are universal
and believed to be inherent
 Examples are: smiling, shrugging, nodding
 Children tend to exaggerate these gestures
making their body language easy to read
Body Language and Posture
1. unconscious barrier between you and the
receiver – crossing arms
2. sign of disbelief - scratching the chin
 3. good health and positive attitude – shown
by erect posture
 4. fatigue -slumped posture
 5. angry - clenched fist
 6. anxiety - clearing the throat
 7. assertiveness - pointing finger
 8. boredom - leaning on one's elbow with the






chin in the hand
9. boredom - wiggling a foot
10. concealing something - no eye contact
11. defiant - hands on hips
12. dominance - sitting backwards on a chair
13. doubtful - touching ear
14. everything under control - thumbs in belt
or pants
 15. expectation - rubbing palms
 16. feeling superior - hands behind one's back
 17. guilt - lowering the eyes
 18. honesty - open palms occasionally
touching the chest
 19. impatience - tapping or drumming fingers
 20. insecurity - biting fingernails
 21. interest in someone or something - tilted
head
 22. lack of confidence - failing to look someone in








the
23.
24.
25.
26.
27.
28.
29.
30.
eyes
lying - touches face
making a decision - stroking chin
needing reassurance - hand to throat
nervous - fiddling with items
readiness - standing with hands on hips
rejecting what is being said - rubbing nose
unconcerned - leg swung over chair
unwilling - arms crossed tightly across chest
Facial Expressions
 1. Most expressive part of the body
 2. Seven universally accepted emotions
shown
 fear
 anger
 surprise
 contempt
 disgust
 happiness
 sadness
Eye Contact
 1. Often initiates communication
 2. Good contact means respect, a willingness
to listen, and to keep communication open
 3. Looking away means anxiety,
defenselessness, or avoidance of
communication
 4. Cultural Differences
 a. view eye contact as an invasion of privacy
 b. eye contact considered disrespectful
Object communication such
as clothing, hairstyles,
graphics, and symbols
 Healthy people with good self-esteem pay
attention to dress and grooming
 People feeling ill show much less interest in
appearance and dress
Touch
 Multiple meanings
 positive message: affirmation, reassurance,
share warmth, approval and emotional support
 negative message: anger, frustration,
punishment, invasion of personal space
Nonverbal
Communication Activity
Survey of Nonverbal Impressions
Photographs
Mobile Manners: Cell
Phone Etiquette
 Cell phone usage is increasing dramatically
 Cell phone usage has been soaring for the
past 15 years




1991: 7.6 million cell phone subscribers in the US
2001: 120 million cell phone subscribers in the US
2009: 308 million cell phone subscribers in US
89% of the US population uses cell phones
Uses
 Business
 Stay connected with the office or work while
traveling.
 Gives us the freedom to work somewhere other
than our place of business
 Conference calls
 Emergencies
 Drivers using cell phones place 139,000
emergency calls each day.
 Emergency response times have been reduced
due to cell phone usage (helps to save lives)
 Alert authorities about road hazards, traffic,
and problem drivers.
 Personal security – you can quickly call for help
Portable answering machine
 Callers can leave a message on voice mail.
 Callers can leave a text message.
 The receiver can retrieve messages at their
convenience.
Internet links
 Surf the web.
 Send and retrieve email.
Music
 Stores favorite songs
 Easy access to music
Camera
 This is a fun and sometimes useful feature.
 Use discretion when taking photos.
 Potentially compromising situations.
 Most of us are not interested in finding
embarrassing pictures of ourselves on the
internet.
Social
 Helps us develop relationships through
conversation
 Share news and keep informed.
Hazards
 3% of drivers are talking on hand-held cell
phones at any given time
 While driving, using hands-free phones is also
dangerous.
 No difference in accident statistics between
drivers using hand-held vs. hand-free cell
phone devices
 It is a distraction
 Causes slower reaction times
 Drivers using phones are four times as likely to
get into crashes serious enough to cause injury.
 Male and female drivers experienced about the
same increase in risk from using a phone.
 89% of the crashes where cell phones were in use
involved additional vehicles.
 Many states have passed laws governing cell phone
use while driving.
 Studies are being done to determine potential
health hazards associated with the use of cell
phones.
 Accidents nonrelated to driving
 Watch where you are going.
Tripping and falling
Walking into objects or other people
 Stay alert
 Not paying attention to your surroundings can
put you at risk of being mugged or worse.
Technological change leads
to social change
 a. New technologies are often first adopted by




younger segments of a society.
b. Rapid adoption of cell phone usage by all
generations is reshaping the entire
communication landscape.
c. Connected 24/7/365
d. Has extended the work day
e. Cell phone “jammers” have been developed
due to new cell phone technology.
Etiquette
 A set of rules we all agree to follow in order to




be considerate toward others
It is a question of awareness of how your
actions affect others.
Simple guidelines of common courtesy
Contribute to a more polite society
Just a matter of being considerate of others
The Simple Rules of
Etiquette
Modulate your voice.
 Use your “inside voice”: a quiet conversational
tone.
 There is no need to shout into or at a phone.
 Cell phones have sensitive microphones that
can pick up a very soft voice while blocking
out ambient noise.
10-foot Proximity Rule
 Maintain a distance of at least 10 feet from
the nearest person when taking on a cell
phone.
 Don’t force others to overhear your personal
business.
 Bystanders can hear the steady streams of
shocking and confidential revelations that are
blurted out by cell phone users.
 Private issues should be kept private.
 Forcing others to hear your phone
conversations is an intrusion on their thoughts.
 Imposes, infringes, intrudes
 Keep your conversation private.
Love the One You’re With.
 Avoid taking calls when you’re already
engaged in a face-to-face conversation.
 Gives the impression that you do not value the
person in front of you
 It is inconsiderate to take a call in the middle
of a conversation.
 Never take a personal call during a business
meeting.
 This includes interviews and meetings with
coworkers or subordinates
 If you must take a call, ask permission of the
people with you.
 The same principle applies when you are
ordering food.
 Give the waiter your attention.
 Don’t just point to a menu item and shake your
head.
 The same set of rules for texting during faceto-face
conversations – it is rude
 Ear plugs
 Many are near invisible
 People cannot tell if you are talking to them,
someone on the cell, or your invisible friend
Keep it Short.
 Keep public conversations brief.
 You can get back to the caller when you’re not
in a public place.
Lights Out, Phones Off
 Put your phone’s ringer on “silent” in theaters,
courtrooms, places of worship, and restaurants.
 Don’t light up your phone’s screen in a dark
theater.
 If you forget to turn your phone off or set it to
silent, don’t answer it if it rings – turn it off
immediately.
 You can leave the room and return the call.
 Just let the caller leave you a message, and get
back to them later.
 No Talking Zones
 Elevators, libraries, museums, restaurants,
cemeteries, theaters, medical offices, and enclosed
public spaces
 Avoid annoying ring tones.
 Not everyone appreciates hearing your
favorite song or obnoxious ringtones when
your phone signals that you have a call.
 Programming your phone so that a caller will
hear a music selection instead of a simple ring
tone can be a source of aggravation to the
caller.
 Keep it simple
Hang up and drive.
 Multitasking isn’t always a good thing.
 Most calls can wait until you’ve reached your
destination.
 If the call is upsetting, it will affect your ability
to drive safely
Technology and manners are compatible.
 Inform your friends that you have adopted
“Mobile Manners.”
 Encourage them to do the same.
Time to put the words into
action…