We think you have liked this presentation. If you wish to download it, please recommend it to your friends in any social system. Share buttons are a little bit lower. Thank you!
Presentation is loading. Please wait.
Modified over 4 years ago
Heart-to-Heart HAS 3230
Empathy Begins Inside Sensing what others feel Self awareness No sensitivity = people are “off”
A Subtle Dance Communication pattern Partners mimic - entrainment Social skills = wait and watch
Understanding Others Emotional cues Listen well Show sensitivity Help based on others needs and feelings
Art of listening Ear of empathy Active listening
Pseudoempathy Manipulation Natural safeguards
Empathy Avoidance Tempering empathy Head without the heart???
Empathy Distress “Catch” another upsets Upset that someone is in pain Health providers toughen themselves
Service Orientation Understand customer’s needs Increase satisfaction Offer assistance Grasp customer’s perspective
Service Orientation Top performers transcend others Monitor satisfaction of customers “Salespeople” empathize at the outset Make and keep a customer
Leveraging Diversity Respect and relate well Understand diverse views See diversity as an opportunity Challenge bias and intolerance
Stereotypes Calling attention to group affiliation Cripple work performance “Stereotype threat”
Success Through Others Every group has its norms for expressing emotion The goal is to be competitively different, diverse
Political Awareness Read power relationships Detect social networks Understand those who shape views Read realities
Political Awareness Outstanding performers share this ability Distance, objectivity “Political animals” Disdain is bad politics
Diversity Primary characteristics Secondary characteristics
Basic Dimensions of Cross-Cultural Adaptation Personal communication Host social communication Host environment Predisposition Adaptation outcomes
What is the danger of ethnocentrism in health care?
More definitions Beliefs Values Attitudes Social organization Stigma
Contexting High and low context
How should we approach our patients?
What programs would you set up to provide for this concern?
Inter-professional Relationships Education Career patterns Jargon and semantic differences Class Gender and race Value and focuses Professional isolation
How does this apply to work place?
Four needs of communication The need to feel listened to… The need to feel understood The need to know the other person’s opinion The need for closure
Communication with heart Body Mind Heart Shadow
Communication with heart (cont) Dissonant messages Mixed messages
Active Listening Eye contact Body language, facial expression Verbal acknowledgement Paraphrasing
I know that you believe you understand what you think I said, but I am not sure you realize that what you heard is not what I meant.
“I”, “You”, “We”, “It” “I” – ourselves “You” – the person to whom “I” is speaking “We” – speaker and listener “It” – the activity
Noise Language Assumptions Hidden agendas Emotion Culture
Reducing Noise Monitor, be aware Challenge assumptions Probe for hidden agendas Address the problem
Questioning Directing and focusing Clarifying and probing Encouraging participation Facilitating a meeting Building relationships Stimulating creativity
Rules about questioning Don’t ask unless you want to know Tell them why you’re asking Ask in the positive Avoid assumptive questions One question per question Know what kind to ask Wait for answer – be silent
Handling Responses Listen carefully Summarize Reinforce contributions Give partial credit Acknowledge their effort
Responding Listen carefully Repeat or restate Be brief and direct Simplify multiple questions Defer or deflect
Johari Window I knowI don’t know Others know Others don’t know Arena Blind Spot FacadeUnknown (no feedback)
Giving feedback Know why you’re giving it Know when to give feedback Describe behaviors Speak for yourself
Giving feedback outline… Observation Effect on me or outcome Pause Suggestion or question
Receiving feedback Be receptive Listen carefully Control physiological responses Don’t argue or defend
Receiving feedback (cont) Probe for understanding Acknowledge the other person’s perceptions Process and act
Critical Listening and Feedback ECE 3940 Megan OByrne – CLEAR 17 September 09.
1 Chapter 9 Supporting Supporting Inter-Act, 13 th Edition Inter-Act, 13 th Edition.
1 SupportingSupporting 9: Inter-Act, 13 th Edition 9: Inter-Act, 13 th Edition.
Basic Listening Skills S.A. Training by University Counseling Services Truman State University.
Giving Culturally Competent Care As the United States becomes a more racially and ethnically diverse nation, so do the needs of the patient population.
Foundations of Team Leadership 6b-1 Foundations of Team Leadership Active Listening One advantage of talking to yourself is that you know that at least.
Communicating in a World of Diversity
Communication Skills. 2 July 23, 2003 What are the most common ways we communicate? Spoken Word Written Word Visual Images Body Language.
Communication and Active Listening Essential Tools for the Community Ambassador.
Verbal & Non-Verbal Communication Active & Passive Listening
Arrange our chairs in a circle. I will give the first person a statement. You must whisper the statement as best you can to your neighbor. You may NOT.
ACTIVE LISTENING Barbara Roche.
Listening Skills Study Skills for Computing and Multimedia.
Effective Communication. There are two essential skills for effective communication: 1) THE ABILITY TO LISTENING IMPECCABLY in order to demonstrate that.
WHAT ARE ‘ESSENTIAL QUESTIONS’???? The main questions each class lesson aims to answer by the end of the class. They are the important themes or key points.
Marriage and Family Life Unit 1: Communicating With Others.
EFFECTIVE LISTENING SKILLS
Lesson D2-2 Understanding Effective Communication Techniques.
Understanding Effective Communication Techniques
© 2019 SlidePlayer.com Inc. All rights reserved.