Verbal & Non-Verbal Communication

Active & Passive Listening

What is Communication?

• Two-way process of reaching mutual understanding, in which participants not only exchange (encode-decode) information but also create and share meaning.

• "sending, giving, or exchanging information and ideas.

• Communication requires a sender, a message, and an intended recipient.

THINK

ARTICULATE

INFLUENCE

COMMUNICATE

FEEDBACK

DESIRED

ACTION

Sender Receiver

Message

Listening

• Patients appreciate & respond positively to the doctor who listens carefully;

• Active or effective listening is the most difficult skills to acquire.

Hearing & Listening

Hearing is noting that someone is speaking, just one stage of listening.

Listening, is making sense of what is heard and requires to constantly pay attention,

interpret, and remember what is heard.

Hearing is passive; listening is active.

Important of Listening:-

• 80 % TOP EXECUTIVES BELIVES IT AS MOST IMPORTANT SKILL

• STRENGTHENS ORGANIZATIONAL RELATIONSHIPS

• CREATES OPPORTUNITIES OF INNOVATION

“The main remarks made by patients in the PHC centers in Riyadh was that:

“physicians were not listening enough to their complaints.”

( Saeed 2001)

Ways to improve listening:

• 1. Make Eye Contact• 2. Use Affirmative Nods and Appropriate

Facial Expressions• 3. Avoid Distracting Actions or Gestures• 4. Ask Questions• 5.Taking notes;

Ways to improve listening

6. Asking the speaker to repeat or clarify;

7. Paraphrase

8. Do Not Talk Too Much

9. Summarising

ACTIVE LISTENING

– AVOID OR TURN OFF ANY BIASES OR FILTERS TO TRUALY HEAR & UNDERSTAND THE SPEAKERS MESSAGE

– ENCOURAGE SPEAKERS WITH POSITIVE BODY LAUNGUAGE

–Passive Listening??

ACTIVE LISTENING

• LISTENING/RECEIVING / RESPONDING– PHYSICALLY HEARING THE MESSAGE &

ACKNOWLEDGING IT

Key Features of Active Listening:

Gathering & retaining the information; Understanding the implications to the

patient; Responding to verbal & non-verbal cues; Pay attention & try to understand.

3. Use Non-verbal Communication:

• Smile,

• Gestures,

• Eye contact,

• Your posture.

ACTIVE LISTENING…(cntd…)

4. Give Feedback• Remember that what someone says and what

we hear can be amazingly different.

• Repeat back or summarize to ensure that you understand.

• Restate what you think you heard and ask, "Have I understood you correctly?"

ACTIVE LISTENING…(cntd…)

Techniques to improve listening skills

PARAPHRASE

Restate what was said in your own words

PARAPHRASE

Restate what was said in your own words

SUMMARIZE

Pull together the main points of a speaker

SUMMARIZE

Pull together the main points of a speaker

QUESTION

Challenge speaker to think further, clarifying both your and their understanding

QUESTION

Challenge speaker to think further, clarifying both your and their understanding

Techniques to improve listening skills

• Facilitation;• Clarification;• Reflection;• Helping the patient to be relevant;• Silence;• Signposting• Summarising.

Practice Paraphrasing

• Paraphrasing is simply restating what another person has said in your own words.

Use phrases such as:

In other words… I gather that… If I understand what you

are saying… What I hear you saying

is… Pardon my interruption,

but let me see if I understand you correctly…

Demonstrating Active Listening

• Appropriate use of eye contact;• Posture ( sitting forwards facing the

patient);• Nodding your head & saying “ hum – go

on.• Asking questions directly related to the

patient’s last statement.

Task 1

• Demonstration of active and passive listening in 2 different topics discussion.

Non-verbal Communication:

ACTIONS SPEAK LOUDER THAN WORDS!!!

Non-verbal Communication

DEFINITION:

• Non verbal communication is the message or response not expressed or send in words, hints, suggestions or indications.

Non-Verbal Communication

38%voice dynamics: tone + inflection + volume + accent + non-word sounds; and...

55% Face and body: non-verbal communication or face and body language.

Non- Verbal Communication

• Visual: expression, eye contact, eye movement

• Listening: carefully, actively, memory

• Kinesthetic: Posture, distance, mobility, muscle tone, hand movement, etc

NONVERBAL COMMUNICATION

FACIAL EXPRESSIONS Eyes Contact. GESTURES POSTURES BODY MOVEMENTS SMILE AND TOUCH VOICE AND SOUNDS

VOLUME PITCH/TONE

SILENCE

RECOGNIZING NON VERBAL COMMUNICATION

• PERSONAL APPREARENCE

• TOUCH

• TIME & SPACE

Example of body language

• Folded arms and leg crossed away from you: • Rejection

• Tapping fingers: • Impatience

• Avoiding eye contact:• Untrustworthy

Eye Contact

• Eyes are the windows of soul.

Touch

• Express emotions, tenderness, love & anger;• Can convey concern empathy;• Can have a therapeutic effect;• Must be used appropriately;

If you feel uncomfortable about touching, don't do.

Task 2