Tab07 communication skills
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Tab07 communication skills
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Tab07 communication skills
- 1. MHPE Volunteer Resource SKILLS TRAINING Communication skills Tab 7
- 2. MHPE Volunteer Resource – Tab 7 Skills training: Communication skills Why is communication important? • Important for expressing information, behaviour and our feelings and thoughts. • Helps to understand and respond to other’s feelings, thoughts, knowledge and behaviour.
- 3. MHPE Volunteer Resource – Tab 7 Skills training: Communication skills Verbal communication • Use of words, numbers and symbols. • Tone, pitch, quality and rate of speech carries more weight than the words • The latter convey the emotions and meaning, regardless of the content of the message.
- 4. MHPE Volunteer Resource – Tab 7 Skills training: Communication skills Non-verbal communication • Facial expressions • Eye contact, pupil dilation • Gestures • Body language and posture • Proximity and touch Most of our communication is non-verbal (which is missing in emails and tweets)
- 5. MHPE Volunteer Resource – Tab 7 Skills training: Communication skills Facial expressions Your face can show many feelings
- 6. MHPE Volunteer Resource – Tab 7 Skills training: Communication skills Eye contact • Maintaining appropriate eye contact when speaking with others helps communication
- 7. MHPE Volunteer Resource – Tab 7 Skills training: Communication skills Gestures • Also convey meanings • Be mindful of cultural differences Waving Making a fist Thumbs up Pointing Nodding Yawning
- 8. MHPE Volunteer Resource – Tab 7 Skills training: Communication skills Body language (kinesics) • A great deal of your (true) message can be communicated by your body use and posture • To work effectively with others you need to read body language and ensure you are not conveying the wrong signals
- 9. MHPE Volunteer Resource – Tab 7 Skills training: Communication skills Communication barriers • Inattention • Poor expression • Premature evaluation • Emotions • Inconsistency • Physical barriers • Insufficient warning • Individual differences • Lack of feedback • Inference • Insecurity
- 10. MHPE Volunteer Resource – Tab 7 Skills training: Communication skills A woman went for a walk one day and met her friend, whom she had not seen, heard from, or heard of in ten years. After an exchange of greetings, the woman said, “Is this your little boy?” and her friend replied, “Yes, I got married about six years ago.” The woman then asked the child, “What is your name?” and the boy replied, “Same as my father’s.” “Oh,” said the woman, “then it must be Peter.”
- 11. MHPE Volunteer Resource – Tab 7 Skills training: Communication skills People change What we know of other people is only our memory of the moments during which we knew them. And they have changed since then… at every meeting we are meeting a stranger. T.S. Eliot, The Cocktail Party
- 12. MHPE Volunteer Resource – Tab 7 Skills training: Communication skills Active listening • Letting a person know you have heard them, both literally and emotionally • Encourages further discussion and checks accuracy of message • Active listening expresses empathy
- 13. MHPE Volunteer Resource – Tab 7 Skills training: Communication skills Optimal listening
- 14. MHPE Volunteer Resource – Tab 7 Skills training: Communication skills S.O.L.E.R. • Sit/Stand Squarely in relation to the person • Open position • Lean slightly towards the person • Eye contact • Relax
- 15. MHPE Volunteer Resource – Tab 7 Skills training: Communication skills Effective MHPE communication • Prepare: Review topic and previous contact • Inquire: Ask questions, stay alert, check • Listen actively: Paraphrase, feed back, listen ‘between the lines’ • Evaluate: Draw conclusions, what can you do better, plan for next time © Commonwealth of Australia 2015
Notas del editor
- Revised October 2015– 15 slides and notes If you get the chance prior, take some digital photos of volunteers getting to know one another (e.g. icebreaker exercises) in pairs for use in this session (last slide).
- Question – Before showing individual dot points on this slide, ask the audience “Why is communication important?” We can improve our side of this exchange, but not the other. This session will focus on awareness and some learning about communication improvement.
- Words can mean different things, depending on the way they are said. For example, we are able to tell if a person is angry, happy or nervous by their tone of voice. Optional, but fun, exercise: in pairs: Turn and face your partner, and with as much genuineness as you can muster, say “I really love you.” Then the other person has their turn with the same words. Did anyone feel believed? Why not? Words are important for their accuracy in conveying information, such as MHPE content, but the other aspects of language must also be congruent (match) with the words. Verbal communication is only a small part of the message, especially in intimate exchanges, but crucial to information-giving. VERBAL ACCURACY IS VITAL: ensure words used in MHPE are accurate, as you are conveying information in a trusted capacity to another person. Use your resources, up-to-date information from trusted internet sources e.g. BeyondBlue, Cancer Council. The Herald-Sun or Courier Mail are not medical journals!!! If you don’t think psychological therapies are useful for anxiety problems, for example, that is your opinion, not evidence. Be clear if you provide an opinion that is all it is, and be careful not to undermine MHPE information because it is not your experience. Ask: What is the problem with providing MHPE information and roll your eyes at the same time! A quick illustration: read out while varying the emphasis as below: Have you ever thought about giving up drinking? Have you ever thought about giving up drinking? Have you ever thought about giving up drinking? Have you ever thought about giving up drinking? Have you ever thought about giving up drinking? Have you ever thought about giving up drinking? Have you ever thought about giving up drinking?
- Many people do not realise that a great deal of our communication is non-verbal. If our non-verbal communication does not match our verbal communication messages can often be misinterpreted. Rightly or wrongly, the receiver of the communication tends to base the intentions of the sender on the non-verbal cues they see. According to some research, in a conversation or verbal exchange: - words provide 7% of the effective message; - tone/rate/rhythm of voice is 38% of the effective message; and - non-verbal cues are 55% of the effective message. But: information giving, such as MHPE, words and voice are relatively more important compared to more intimate conversations, such as in relationships. Note that written communication, especially instantaneous forms such as emails and tweets, lacks all the nuances non-verbals bring. Accuracy is therefore imperative. Always re-read emails before you send them, as the interpretation is likely to be literal. Use the MHPE materials accurately, rather than over-interpreting.
- (Example of non-verbal communication) Facial expressions – Your face can show many of your feelings. For example, a frown or a smile shows a very clear message depending on how or when it is used. Question – What emotions are the images on this slide demonstrating? Ask group to write down for each-see if there are any differences. It is very hard to control facial expressions: not many good poker players!
- (Example of non-verbal communication) Eye contact – maintaining appropriate eye contact when speaking with others helps communication. Be aware of cultural differences where this may not be appropriate e.g. Aboriginal and Torres Strait Islanders, some Asian and European cultures; if you are unsure of cultural norms, be guided by the person’s response to you. Question: What do you think avoiding eye contact might make others think? (Aside from cultural differences). Answer – that you do not want to communicate or that you may be telling a lie. Or shy or submissive or embarrassed. For some people experiencing mental illness, too much eye contact can be confronting-read the cues and tone down the eye contact. As an aside: Pupil dilation of the listener conveys interest in the speaker. But don’t go staring trying to see if your MHPE message has caught the person’s interest! Dilated pupils also convey arousal, anxiety, anger and sexual interest!!!
- (Example of non-verbal communication) Gestures – the gestures you use also convey meanings. It is important to be mindful of cultural differences: different gestures might mean different things. ASK: What does the symbol in the picture mean? =OK. But in some parts of the Middle East or South America, it is an insulting gesture referring to the anus. It could even be telling someone about their sexual preference (not in a nice way!). Question – What do the gestures listed mean? (you might want to demonstrate gestures). Come up with (at least) 2 alternatives for each.
- (Example of non-verbal communication) The way you stand or sit gives information about how you are feeling. A person sitting slumped in a chair with arms firmly crossed and head turned away can give a negative message. This may be a barrier to communication. ASK: What message was George Bush conveying? Activity: Paralanguage
- Lots of things can get in the way of good communication. Ask the group for examples of each (don’t spend long on this), and to consider which apply to them. Inattention: not listening, being distracted Poor expression: lack of clarity or precision (important in health messages) Premature evaluation: (who suffers from it?!) we hear part of the message, then jump to conclusions Emotions: strong feelings about the person or topic, often because of previous experience Inconsistency: distrust when people give us conflicting information e.g. Cancer Council Aust vs state CC on value of testicular self-examination Physical barriers: noise, eyesight, distance, telephone etc Insufficient warning: change happening abruptly can be upsetting e.g. doctor says “you have to stop drinking today!” Individual differences: gender, age, confidence, personality, history, education, beliefs, attitudes, language… Lack of feedback: not checking the message is understood or remembered Inference: a common issue, where we go further than the observed facts and add our own conclusions Insecurity: many people are insecure, so block communication e.g. pass on info given in confidence; hold back some info; use sarcasm; ‘sit on the fence’; ignore comments/concerns; compete rather than share; jargon; name-dropping; advice how to solve the problem (rather than info); ordering to do; threaten consequences if not etc. The most important aspect of improving is recognizing the barriers we use. Activity: How good a listener are you?
- The problems of inference (from Maynard, 1963). Allow all to read, then blank the slide. Ask: How did she know the boy’s father’s name? Her friend is a man named Peter! Many people make inferences from facts, and it can lead us down the wrong path, or to incorrect answers. Ask: Do you recognize this situation? Talking to a man you haven’t seen for five years who has developed a big abdomen and looks ten years older, you can hear people say, or you may say to yourself: “Barry is fat.” “Barry is lazy.” “Barry can’t be bothered. He’s really let himself go.” “Barry won’t change, he’s always been a big drinker.” Then you find out Barry no longer drinks, has ascites secondary to his cirrhosis, and has his distended abdomen drained twice a week.
- Static evaluation, the tendency to retain our evaluations as they were, can also get in the way of MHPE possibilities. Ask: Are you the same person you were 10 years ago? What has changed? Barry may have been a big drinker/couch potato/junk food eater/smoker etc. Things change. Good listening requires you to keep an open mind. Exercise: I, You, He
- Maintaining eye contact and asking questions, as well as reflecting back to them what you have understood them to say will assure that you are both listening and interested in what their issues are. ASK: How does someone know you are listening (not just hearing)? Minimal prompts: ‘uh huh’, nodding, hand gestures Eye contact Ignore distractions They are doing most of the talking You ask questions for clarification Paraphrasing Making commentary on what they say: you express understanding Exercise: Paraphrasing
- Ting, the Chinese verb for listening, contains five elements: Ears: hearing Eyes: body language, looking away King: the other person feels important = listened to Undivided attention: good listening means you are 100% focused on the other persons message, not your own thoughts Heart: picking up the emotions, ‘reading between the lines’, empathy, ‘gut feelings’. Some professionals are great with facts, but miss the subtleties. If all these are in place, then you are actively listening. Exercise: How flexible are you in communicating?
- ‘S.O.L.E.R’ is a technique to help improve your communication skills, in particular, your active listening skills. This will help assist more effective communication. Square: face the person, or slightly off direct facing (although for blokes sometimes ‘shoulder-to-shoulder’ can be best) Open: No barriers e.g. arms crossed, tables between etc Lean: indicates interest (and helps hearing) Eye: but remembering social and cultural rules (you are not on a date) Relax: be yourself. Relax is the most important, and the others are guidelines. No hard rules, but the more comfortable you are, the more the other person will get the message. If you have taken some photos at the start of the programme, during a ‘get to know you’ exercise, when volunteers are paired up and listening intently, insert a few of those now to demonstrate good, relaxed listening. Question – what other listening skills or communication strategies have you found to be successful/non-successful? E.g. knowing your topic, being honest, quiet setting, no distractions etc.
- The good MHPE volunteer has PILEs… of communication skills. Some volunteer work will be chance encounters, and some planned. Prepare if possible: Review topic & previous contact with the person/group. What went well? What should you change/add? Inquire: Ask questions, stay alert, check that you are on track with the person’s needs, stage of change etc Listen actively: Paraphrase, feed back, listen ‘between the lines’: Use those skills to maximise the value of your contact Evaluate: Draw conclusions, what can you do better, plan for next time: every MHPE encounter, big or small, will hone your skills. The best way to improve is to have a go!