COMM110
Listening & Verbal Messages
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 - Email
Review of this week’s tasks
Discussion/Homework Week #2
• Missing Discussion Boards
• Missing Assignments
• Missing Quizzes
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
Stages of Perception
Copyright ©2011, 2008,
2005
Stimulation (Stage 1)
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First stage: sense organs are stimulated
Selective perception
Selective attention
Selective exposure
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.
Interpretation-Evaluation (Stage 3)
Subjective
Influenced by experiences, needs, wants,
values, expectations, physical and emotional
state, gender, beliefs, rules, schemata, and
scripts
Memory (Stage 4) and
Recall (Stage 5)
Memory (Stage 4)
Storage of
stimulation
“cognitive tags”
Recall (Stage 5)
Reconstruction
Inaccuracies
Impression Formation
• Refers to the process you go through in
forming an impression of another person
(person perception)
Impression Formation Processes
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What you do everyday
Self-fulfilling prophecy
Personality theory
Primacy-Recency
Stereotyping
Consistency
Attribution of control
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
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
Strategies of Impression
Management
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Affinity-seeking and politeness
Credibility
Self-handicapping
Self-deprecating
Self-monitoring
Influencing
Image-confirming
Key Word Quiz – Chap 2
• Textbook Page 49
Chapter 3:
Stages of Listening
Listening – the process of receiving,
understanding, remembering,
evaluating, and responding to verbal
and/or nonverbal messages
Stages of Listening
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Receiving (attention & concentration)
Learning (understanding)
Memory (remembering)
Critical Thinking (evaluating)
Feedback (responding)
Listening Barriers
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Distractions – Physical and Mental
Biases & Prejudices
Lack of Focus
Premature Judgement
How Well Do You Listen?
• Textbook Page 57
Ted Talk – how to speak so
people will listen
• https://www.ted.com/talks/julian_treasure_
how_to_speak_so_that_people_want_to_li
sten?language=en
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
Steps to Empathic Listening
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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
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
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
Active Listening Techniques
• Paraphrase the speaker’s meaning
• Ask questions
• Express understanding of the speaker’s
feelings
Active Listening Techniques
• Paraphrase the speaker’s meaning
• Ask questions
• Express understanding of the speaker’s
feelings
Video – Active Listening
https://www.youtube.com/watch?v=Qg8PIK7
4KO4
Video – phone message
https://www.youtube.com/watch?v=vZChD_
Gni8U&list=RDvZChD_Gni8U#t=12
Video – phone message
https://www.youtube.com/watch?v=KueEbF
LODgg
Phone message tips
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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.
Phone message tips cont.
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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.
Phone message tips cont.
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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: http://www.patienteducationupdate.com/2005-0501/article5.asp#sthash.dIabCPnn.dpuf
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
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
Key Word Quiz – Chap 3
• Textbook Page 68
Class Presentations
• Narrative Speech- time where
not listening resulted in
a negative outcome
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)
Principals of Verbal Messages
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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)
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
Class Discussion
• How do you feel about lying ?
How to spot a liar
• http://www.ted.com/talks/pamela_meyer_h
ow_to_spot_a_liar?language=en
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?
Assertiveness
• http://www.ted.com/talks/sheryl_sandberg
_why_we_have_too_few_women_leaders
?language=en
Principles for using Messages
Effectively
Next Steps
Discussion/Homework Week #3
• Discussion Board # –– Due Sunday
• Assignment #1 – Self Disclosure Due
Sunday
• Assessment – Due Sunday