Chapter 4 Communication

Communication An interaction between two or more persons Communication process Message: expression or thought Sender: delivers message Method: way message is sent Receiver: interprets message Feedback: response

Types of Communication Verbal: spoken or written words Nonverbal: use of body language Modes of nonverbal communication Physical appearance and dress Facial expression Gestures Eye contact Tone of voice Touch Silence

Personality Types Passive or unassertive Aggressive Assertive

Levels of Communication Social Therapeutic or purposeful

Components of Therapeutic Communication Listening Warmth Genuineness Attentiveness Empathy Positive regard

Functions of Therapeutic Communication Create an understanding Decrease anxiety Provide information Develop trust

Phases of Therapeutic Communication Orientation: learning about person, building trust Working: exploring thoughts and feelings Termination: ending the relationship

Factors Affecting Communication Congruence: agreement between verbal and nonverbal language Time and setting: when and where communication takes place Proxemics: space between individuals Biases: prejudices or negative beliefs Physical handicaps: difficulties with vision and/or hearing

Blocks to Communication Belittling Disagreeing Agreeing Defending Stereotyping

Blocks to Communication (continued) False reassurance Giving advice Changing the subject Closed-ended questions Why questions Probing

Techniques to Enhance Communication Giving information Validating Clarifying Reflecting

Techniques to Enhance Communication (continued) Paraphrasing Asking broad questions Using general leads Making an observation

Techniques to Enhance Communication (continued) Offering self Focusing Using humor

Chapter Challenge Give the name and an example of the two types of communication Name three blocks to communication List three techniques to enhance communication