The Art of Communication for Personal Touch/HELP Volunteers Dr. Albert Mehrabian Professor Emeritus of Psychology, UCLA •Developed a theory for face-to-face communication Define communication Transferring or exchanging information, ideas, or thoughts through verbal and nonverbal communication from my brain to your brain. 3 Ways of Communicating Words Vocals Non-Verbal/Non-Vocal Preparing to communicate – pop quiz What's the most effective to communicate your message? Verbal WORDS 7% Vocals WHAT THEY HEAR 38% Non-Verbal/Non-Vocals WHAT THEY SEE 55% The Communication Cycle Noise Message/ Channel Sender Receiver (encodes message) (decodes message) Feedback/ Response Noise Barriers to successful communication Verbal Grammar Jargon/Technical Terms Regionalisms Barriers to successful communication Vocal Volume Pace Tone Barriers to successful communication Non Verbal/Non Vocal Facial Expressions Personal Gestures/Body Language Cultural Differences Nonverbal Messages - Recap Provide information May be intentional or unintentional Present in all face-to-face communications Mean different things May contradict verbal message May outweigh verbal message Depends on the total environment May have positive or negative effects Social versus Therapeutic Communication Social Communication or Two-way Communications – communication channels that provide for feedback. Therapeutic Communication or One-way Communications – communication channels that provide no opportunity for feedback. Therapeutic Communication Sometimes called effective communication, it is purposeful and goal-oriented, creating a beneficial outcome for the patient/client. Goals of Therapeutic Communication •To •To •To •To obtain or provide information develop trust show caring explore feelings Some differences between social and therapeutic communication : Therapeutic Communication Concerned with helping the patients (regardless of their sex, religion, race…etc.) Social communication Interaction is primarily for reason of pleasure or companionship. Requires that at least one person in the No person is in the position of interaction is helping the other responsibility of helping the other. There is the intention of dealing with other's problem. There is no intention of dealing with problems. The relationship is purposefully The interaction is more or less social. directed toward a therapeutic outcome. The relationship should not include the It is up to the partners to share their volunteer’s personal matters or personal affairs. problems. Usually lasts for a limited time frame. Unlimited. The Golden Gift - Silence Let the patient do the talking – YOU are the facilitator! What “The Patient Said . . .” Exercise Instructions Jot down how you think YOU would respond to “what the patient said”. Individual Responses 1. My daughter hates me. 2. We didn’t really plan this baby. 3. Will you pray with me? 4. I wish my family and I could go on a picnic like we did last 4th of July? 5. Please stay longer. 6. I find you very attractive. Table Responses 1. Would you leave? I’m sick of visiting. 2. Do you know what is really wrong with me? 3. Please don’t tell anyone, but my nurse isn’t very nice – I don’t think she likes me. 4. Why is God punishing me? 5. My family will be relieved when I die. 6. What’s wrong with the patient across the hall? cannot not communicate. Everything you do or say, don’t do or don’t say communicates something.” “You - John Woods Questions?