1. COMM110 Listening & Verbal Messages

2. Agenda (6.2) Perception & Impression Formation (from Chapter 2)
Review of Chapter 2 – Quiz
Chapter 3 Goals/Overview
Group Exercise #1 – Listening
Comm Basics – Phone communication/
Leaving messages
Class Short speeches
Chapter 4 Goals/Overview
Group Exercise #2 -
Review of this week’s tasks

3. Discussion/Homework Week #2
Missing Discussion Boards
Missing Assignments
Missing Quizzes

4. Perception Perception is your way of understanding the world.
It’s the process by which you become aware of objects, events, and people through senses of sight, smell, taste, touch, and hearing

5. Stages of Perception Copyright ©2011, 2008, 2005
Figure 2.3
Copyright ©2011, 2008, 2005
Pearson Education, Inc. All rights reserved.

6. Stimulation (Stage 1) First stage: sense organs are stimulated
Selective perception
Selective attention
Selective exposure

7. Organization (Stage 2)
At the second stage, you organize the information your senses pick up in three ways:
(1) by rules
(2) by schemata
(3) by scripts.

8. Interpretation-Evaluation (Stage 3)
Subjective
Influenced by experiences, needs, wants, values, expectations, physical and emotional state, gender, beliefs, rules, schemata, and scripts

9. Memory (Stage 4) and Recall (Stage 5)
Storage of stimulation
“cognitive tags”
Recall (Stage 5)
Reconstruction
Inaccuracies

10. Impression Formation
Refers to the process you go through in forming an impression of another person (person perception)

11. Impression Formation Processes
What you do everyday
Self-fulfilling prophecy
Personality theory
Primacy-Recency
Stereotyping
Consistency
Attribution of control

12. Increasing Accuracy in Impression Formation
Analyze impressions
Recognize your own role in perception
Avoid early conclusions
Beware of the just world hypothesis
Check your perceptions
Describe what you see/hear and seek confirmation
Reduce your uncertainty
Increase cultural sensitivity

13. Impression Management: Goals and Strategies
Also called: self-presentation or identity management
Refers to the processes you go through to communicate the impression you want other people to have of you

14. Strategies of Impression Management
Affinity-seeking and politeness
Credibility
Self-handicapping
Self-deprecating
Self-monitoring
Influencing
Image-confirming

15. Key Word Quiz – Chap 2
Textbook Page 49

16. Chapter 3: Stages of Listening
Listening – the process of receiving, understanding, remembering, evaluating, and responding to verbal and/or nonverbal messages

17. Stages of Listening Receiving (attention & concentration)
Learning (understanding)
Memory (remembering)
Critical Thinking (evaluating)
Feedback (responding)

18. Listening Barriers Distractions – Physical and Mental
Biases & Prejudices
Lack of Focus
Premature Judgement

19. How Well Do You Listen?
Textbook Page 57

20. Ted Talk – how to speak so people will listen

21. Styles of Effective Listening
Empathic listening is defined as trying to understand what a person means and feels
Objective Listening is defined as detaching oneself as much as possible in order to best understand the speaker

22. Steps to Empathic Listening
Strive to understand the speaker’s viewpoint
Engage in two way conversation
Seek out the speaker’s thoughts and feelings
Avoid “offensive listening”—hearing only bits and pieces
Strive to listen objectively to friend and foe alike

23. Guidelines for Nonjudgmental and Critical Listening
Always keep an open mind
Avoid quick judgments and premature evaluations
Strive to not filter out difficult materials or simplify complex messages
Recognize your own tendency to interpret through personal biases
Avert sharpening—the tendency to increase importance of some parts of messages

24. Guidelines for Depth Listening
Focus on verbal and nonverbal messages
Listen for both content and relational messages
Take special note of statements that refer back to the speaker
Don’t disregard the literal meaning of messages - Balance your listening between surface and underlying messages

25. Active Listening Techniques
Paraphrase the speaker’s meaning
Ask questions
Express understanding of the speaker’s feelings

26. Active Listening Techniques
Paraphrase the speaker’s meaning
Ask questions
Express understanding of the speaker’s feelings

27. Video – Active Listening

28. Video – phone message

29. Video – phone message

30. Phone message tips
Clinical staff and physicians routinely use the telephone for triage, patient education, and follow-up care. Although the phone is both necessary and vital in any health care setting, it can create a barrier to communication because it prevents us from seeing facial expressions and body language. The impression the patient or family receives depends on what they hear - using good phone skills and proper phone etiquette can help make the phone encounter more productive and enjoyable.
Whether you're doing the dialing or the patient is calling you, here are a few tips for using the telephone that can help you maximize your communication efforts:
First Impressions
Smile. Even though the caller can't see your expression, your smile communicates a caring and compassionate attitude. It shows - even over the telephone.
Add a personal touch. Answer with a friendly greeting and use the patient's name when possible during the conversation. This shows the patient that you are interested in him or her.
Be polite and focus on the caller. Put yourself in the listener's place and act accordingly. Avoid distractions such as chewing gum, eating, drinking, or having secondary conversations with others in the room.

31. Phone message tips cont.
Lower your voice if it is normally loud. Keeping the phone about two-finger widths from your mouth may help as well.
Communicate Effectively
Be an active listener. This is simple advice, but often overlooked. The patient may express important information informally during your conversation, and not even realize it. Take notes, if necessary, so you can recall information correctly.
Speak slowly and clearly. The caller may be confused, upset, or need clarification of something he of she does not understand. Pause occasionally to let the listener digest what you have said and to ask questions. If you leave a message on an answering machine, say your name and phone number slowly, and spell your name if needed.
Use “living-room” language. Try to assess the caller's level of understanding within the first minute or two of the call. This will help you decide how to present information. Communicating medical information in an understandable way is important for both the spoken and written word.
Express interest and address the patient's concern first, even if it's different from yours. Let him or her know that you care and want to help. Once you discuss the patient's concerns, he or she can relax and answer your questions.
Don't expect patients to have good assessment skills. They really don't know the significance of symptoms or what is serious. Ask open-ended questions to explore any problems that need to be addressed.
Stay calm and stay focused. Patients who are angry, upset, or difficult to communicate with are those who need your patience and compassion the most.

32. Phone message tips cont.
Hold and transfer
Say please and thank you. Before you put a caller on hold, ask permission and provide a reason if needed (e.g., "Would you mind holding while I get your chart?"). Be sure to return to the call within a reasonable length of time, or provide updates to let the patient know you haven't forgotten about them. When you pick up the call again, thank them for holding.
Keep them informed. When transferring a call, tell the patient what you are doing, and give him or her the new phone number in case you get disconnected. If possible, stay on the phone until the transfer is completed.
A great finish
Evaluate understanding. Before you hang up, make sure the patient understands the information you have given and that you have answered any questions to his or her satisfaction.
Let the patient know when to call back, if necessary. Provide information about who to contact, what symptoms to watch for, and whether to call immediately or during regular operating hours.
End on a positive note. Saying, "Have a nice day," or "It was nice talking with you," is a nice way to end the conversation.
Write it down
Document. Finally, remember to document your telephone conversation and educational efforts on the appropriate medical record form.
- See more at:

33. Listening Differences: Culture
Language and accents may be different
The meaning of nonverbal displays vary among cultures
Tone and content of feedback varies according to person/situations
Different norms of verbals and nonverbals
Different feedback styles exist

34. Listening and Gender: A difference of socialization
Men
Lecture
Seek facts
Desire respect
Interrupt more often
Change topics more often
Women
Talk, not lecture
Build relationships
Want to be liked
More patient
More sensitive to emotions

35. Key Word Quiz – Chap 3
Textbook Page 68

36. Class Presentations Narrative Speech- time where
not listening resulted in
a negative outcome

37. Chapter 4 – Verbal Messages
Verbal Messages - Verbal communication is the use of sounds and words to express yourself, especially in contrast to using gestures or mannerisms (non-verbal communication)

38. Principals of Verbal Messages
Message Meanings are in people
Messages are denotative and connotative
Messages vary in abstraction
Messages can deceive (discussion)
Messages vary in politeness
Messages can be onymous or anonymous
Messages vary in assertiveness (discussion)
Messages are influenced by culture and gender (discussion)

39. Types of Lies Pro-Social Deception – to achieve good
Self-Enhancement Deception – to make yourself look good
Selfish Deception – to protect yourself
Anti-social Deception –to harm someone

40. Class Discussion
How do you feel about lying ?

41. How to spot a liar

42. Assertiveness
Assertiveness – having or showing a confident and forceful personality
Discussion – what is difference between being assertive and being aggressive?
Do you think there are differences between men or women in their level of assertiveness?

43. Assertiveness

44. Principles for using Messages Effectively

45. Next Steps

46. Discussion/Homework Week #3
Discussion Board # –– Due Sunday
Assignment #1 – Self Disclosure Due Sunday
Assessment – Due Sunday