COMMUNICATIONRA Training Module:

Overview:

Setting the SceneNon-Verbals:

Eye-Contact Body Language Listening

Verbals: Asking Questions Reflecting & Paraphrasing

Messages Conveyed: Cues from ResidentsVerbals:

Confronting

Setting the Scene

How will you set up your room? Does the environment encourage or

discourage residents from stopping by and sharing with you?

What do they see when they walk in your room?

What does your room say about you?

Non-Verbals: Eye Contact

Good Not So Good

Look at the resident while they are talking

Maintain appropriate eye contact

Watch for non-verbal cues the resident gives

Watching TV while resident is talking to you

Responding to texts or friends on Facebook

Focusing on the resident’s unibrow instead of their eyes and the conversation

Non-Verbals: Body Language

Good Not So Good

Sit or stand facing the resident

If sitting, lean toward them in your chair

Unfold your arms and legs (open posture)

Try not to fiddle with things in your hands

Appropriate expressions to follow the conversation (nod, smile, frown, etc.)

Facing your computer, leaving the resident talking to your back

Slouching and leaning back in your chair

Crossing your arms and legs (closed posture)

Non-Verbals: Listening

Good Not So Good

Listen for tone of voice and speech rate

Listen to understand Listen for where

silence happens in the conversation

Check out TED Talks: Julian Treasure: 5 ways to listen better

Listening to words but missing the affect or attitude behind the words

Having the TV or music on in the background

URL for above link: http://www.ted.com/talks/julian_treasure_5_ways_to_listen_better.html

Verbals: Asking Questions

Good Good, but…

Ask open questions for explanations: Who, what, when, where,

why, how, what else i.e. “What happened?”

Ask closed questions for specific information: Do, is, are i.e. “ Were you drinking

in your room tonight?”

Ask one question at a time

Be careful with how you use why questions: they often put your listener on the defensive

Verbals: Summarizing & ParaphrasingGood Good, but…

When resident finishes, summarize and repeat back what they said Shows you were listening Allows them to hear their

story concisely from an outside perspective

Allows them to reflect on what they’ve said and correct any details you may have missed

Be careful with your tone: try to remain neutral and unbiased in the conversation

Conveyed Messages:Verbal, Visual & Auditory Cues from Residents

Residents will give you clues to how they are feeling through their tone of voice, body language , and facial expressions

Sometimes, those clues don’t match their words and the things they are telling you

Check out TED Talks: Pamela Meyer: How to spot a liar The whole video is good, but for the

purposes of this presentation: Start at 9:39 min. & watch to 10:30;

move to 11:38 min. & watch to 13:01 URL for above link:

http://www.ted.com/talks/pamela_meyer_how_to_spot_a_liar.html

Conveyed Messages:Verbal, Visual, & Auditory Cues from Residents

Cues you may see from residents: Resident focusing on the ceiling,

floor, their hands or on something else in their surroundings

Resident fidgeting or fiddling with something in their hands

Resident’s facial expressions don’t match tone of voice or actual content of conversation i.e. Student talking about failing a

test with a smile and upbeat tones

When these or others happen… (hint: go to next slide)

Verbals: Confronting

Good Not So Good

Let the resident know when the things they say don’t line up with their body language “So, you say your day is

going well, but you’re shaking and visibly upset. What’s going on?”

“Hey, so, um, you look like crap. Wanna talk?”

“No no, that’s not gonna cut it. You told me things were fine yesterday. What’s your deal?”

And now for something completely

different If you have questions about this

information, bring them to training.

When you are ready, move on to the quiz!