ContentsContent organised into 4 modules .................................................................................................................................. 6Module1:ThePrinciplesofCommunication ................................................................................................................ 7Week1Objectives: ........................................................................................................................................................ 7

Videos ..................................................................................................................................................................... 8Couple-therapy..................................................................................................................................................8

Paramedicsvideo..............................................................................................................................................8

Nurse.................................................................................................................................................................8

Howareyou ............................................................................................................................................................... 8Aninterprofessionalperspective ............................................................................................................................... 8Whatisn’teffectivecommunication? ........................................................................................................................ 8

Stereotype.........................................................................................................................................................9

Filter..................................................................................................................................................................9

Dual–relationship.............................................................................................................................................9

Personalagency.................................................................................................................................................9

Asimplemodelofcommunication .......................................................................................................................... 10Roleofaneffectivecommunicator ......................................................................................................................... 10

Message..........................................................................................................................................................10

Noise................................................................................................................................................................10

Context............................................................................................................................................................10

Denotative.......................................................................................................................................................10

Connotative.....................................................................................................................................................10

Other-oriented................................................................................................................................................10

Activelistening................................................................................................................................................10

Reflectivepractitioners...................................................................................................................................11

Reflectivelearners ............................................................................................................................................... 11Habitualaction................................................................................................................................................11

Understanding.................................................................................................................................................11

Reflection........................................................................................................................................................11

Criticalreflection.............................................................................................................................................11

Anoteaboutterminology(p26) .......................................................................................................................... 11Summary(p26) ......................................................................................................................................................... 11Principlesofeffectivecommunication .................................................................................................................... 11EMOTIONALASPECTS .......................................................................................................................................... 11ELICITINGANDCLARIFYINGINFORMATION ........................................................................................................ 11BECLEAR .............................................................................................................................................................. 11TAKETURNS ......................................................................................................................................................... 11NON-VERBALS ...................................................................................................................................................... 11ASSERTIVENESS .................................................................................................................................................... 11

Week2Objectives:Understandingtheroleyouplayinyourcommunication .......................................................... 13

The‘you’incommunication(P31-36) .......................................................................................................................... 14Self-esteemandempathy ........................................................................................................................................ 14Theinfluenceoffamily:Attachment(P38-42) ........................................................................................................ 14Howisattachmentlinkedtocommunication? .................................................................................................... 16Attachmentandcommunication ......................................................................................................................... 16

Personalityandcommunication .............................................................................................................................. 16CostaandMcCrae’sfivefactormodelofpersonality.....................................................................................16

Emotionalintelligence(P50-52) ............................................................................................................................... 16Emotionalintelligenceandcommunication ........................................................................................................ 18EIinanalliedhealthcontext ................................................................................................................................ 18

Self-regulation(P52-55) ........................................................................................................................................... 18Self-regulation&communication ........................................................................................................................ 18Healthprofessional .............................................................................................................................................. 18Behaviourchange ................................................................................................................................................ 18Feedback .............................................................................................................................................................. 18

Communicatingwithempathy(P267-274) .............................................................................................................. 19Senseofself ......................................................................................................................................................... 19Selfawarenessexercise:5thingsIliketoputonmyslideshow ......................................................................... 19

Module3:CultureandCommunication ...................................................................................................................... 20Week5:CommunicationandCulture.......................................................................................................................... 20

Agenda ................................................................................................................................................................. 20Explorecommunicationfromaculturalperspectivespecifictotheheathprofession .......................................... 21Culture ...................................................................................................................................................................... 21Intrapersonal ........................................................................................................................................................ 21Ethnocentrism ...................................................................................................................................................... 21Xenophobia .......................................................................................................................................................... 21Context&ambiguity ............................................................................................................................................ 22Sequentialcultures .............................................................................................................................................. 22Synchroniccultures .............................................................................................................................................. 22

Emotionallanguage ................................................................................................................................................. 22Powerdistance ......................................................................................................................................................... 23Gender ..................................................................................................................................................................... 23Facework .................................................................................................................................................................. 23Combiningcultures .................................................................................................................................................. 23Considerthefactorsthatinfluencetheeffectivenessofcommunicationinculturallydifferentsituations ......... 24Understandtheimportantelementsofcommunicationacrosscultures ............................................................... 24Skillsincross-cultural ............................................................................................................................................... 24Considerhealthspecificmodelsofculturallyappropriatecommunication ........................................................... 24ExamineQueenslandHealthtraininginculturalcommunication .......................................................................... 24Summary/Outcome ................................................................................................................................................. 24

Week6Objectives:Communicatingwithdiversity ..................................................................................................... 25

Part2:Communicatingwithdiversity:Deafness,dementiaandseriousmentalhealthconcerns ........................ 25Whoarediversepopulations? ................................................................................................................................. 26ThePoweroflanguage ............................................................................................................................................ 26Inclusivelanguage ................................................................................................................................................ 26Inclusivelanguageexamples ............................................................................................................................... 26

Personwithamentalillness .................................................................................................................................... 28Communicationstrategiesforusewithpatientswhoareacutelypsychotic ......................................................... 28Dementia .................................................................................................................................................................. 28Somecommunicationproblemsseeninpeoplewithdementia ......................................................................... 28Barrierstoeffectivecommunication ................................................................................................................... 28HowNOTtocommunicatewith .......................................................................................................................... 30someonewhohasdementia ................................................................................................................................ 30Someothercommunicationstrategiestoremember ......................................................................................... 30M.E.S.S.A.G.E ........................................................................................................................................................ 30

Part1:DeafnessandCommunication ..................................................................................................................... 31Deaf(orshouldIsayhearingimpaired?) ................................................................................................................. 31Hearingloss .............................................................................................................................................................. 31DeafCulture ............................................................................................................................................................. 31Auslanandfingerspelling ......................................................................................................................................... 31Readmylips…! ........................................................................................................................................................ 31Didyouknow….? ...................................................................................................................................................... 31Technology ............................................................................................................................................................... 32Communicating ........................................................................................................................................................ 32Module4:CommunicationAcrossDifferentContexts ............................................................................................ 33

Week7Objectives:Power,conflictresolutionmediation .......................................................................................... 33Power ....................................................................................................................................................................... 34Principleofpower ................................................................................................................................................ 34Typesofpower .................................................................................................................................................... 34Powerfulspeech .................................................................................................................................................. 34Balancingpowerincommunication .................................................................................................................... 35

Conflict ..................................................................................................................................................................... 35Typesofinterpersonalconflict ............................................................................................................................ 35Resolutionstyles .................................................................................................................................................. 36Groupconflict(3types) ....................................................................................................................................... 37Conflictresolutionstages .................................................................................................................................... 37Conflictmanagementstrategies .......................................................................................................................... 37Meditation ........................................................................................................................................................... 37Typeofmediation...........................................................................................................................................37

Basicmeditationsteps....................................................................................................................................37

Mediationstages.............................................................................................................................................38

Mediationcommunicationskills.....................................................................................................................38

Youthjusticeconference.................................................................................................................................38

Questionstypes...............................................................................................................................................38

Summary .................................................................................................................................................................. 38Week8Objectives:Stress,trauma,grief&loss .......................................................................................................... 39Stress ........................................................................................................................................................................ 40Maincauses ......................................................................................................................................................... 40Positiveeffect ...................................................................................................................................................... 40Negativeeffects ................................................................................................................................................... 40Symptoms........................................................................................................................................................40

SourcesofstressforAlliedProfessionals ............................................................................................................ 40Inverted–Ucurveconcept .................................................................................................................................. 40Transactionalprocessmodel ............................................................................................................................... 41Cognitiveappraisals(assessing)......................................................................................................................41

Primaryappraisal.............................................................................................................................................41

Secondaryappraisal........................................................................................................................................41

Stressimpactoncommunication ........................................................................................................................ 41Whenothersarestressed .................................................................................................................................... 41

Trauma ..................................................................................................................................................................... 42Psychologicaltrauma ........................................................................................................................................... 42Initialresponse ..................................................................................................................................................... 42Traumaispersonalandsubjective ...................................................................................................................... 42Pathogenic.......................................................................................................................................................43

Salutogenic......................................................................................................................................................43

PostTraumaticGrowth ........................................................................................................................................ 43Whytheseresponses? ......................................................................................................................................... 43Othertrauma,notthevictim ............................................................................................................................... 43Commonunhelpfulcommunication .................................................................................................................... 43Effectivecommunication ..................................................................................................................................... 43

Grief&Loss:Kubler-Ross’stagetheory ................................................................................................................... 44Communication .................................................................................................................................................... 45Coping .................................................................................................................................................................. 45Maladaptive....................................................................................................................................................45

Adaptive..........................................................................................................................................................45

Socialsupport..................................................................................................................................................47

Resilience.........................................................................................................................................................47

Difference........................................................................................................................................................47

Hope ..................................................................................................................................................................... 47Recoveryandcommunication ............................................................................................................................. 47Communicatingsupport ...................................................................................................................................... 47

Summary .................................................................................................................................................................. 48Week10Objectives:Ethics,dualrelationshipsandworkplacecommunication .................................................... 49

Reading: ............................................................................................................................................................... 49Whatisagroup? ...................................................................................................................................................... 50Groupprocess ...................................................................................................................................................... 50Role ...................................................................................................................................................................... 50Synergy ................................................................................................................................................................. 50Workplacegroupsinhealthcare .......................................................................................................................... 50EarliestmodelofgroupformationfromTuckman&Jensen(1977) ................................................................... 50Amorecontemporaryapproach(Wheelan,2005) ............................................................................................. 52Communicationinteams/groups ........................................................................................................................ 52Leadershipcommunication ................................................................................................................................. 52Disadvantagesofworkingingroups .................................................................................................................... 52

Ethics ........................................................................................................................................................................ 54Whatdoallprofessionsallhaveincommon? ..................................................................................................... 54Professionalboundariesanddualrelationships .................................................................................................. 54Managingdualrelationships ................................................................................................................................ 54Responsibilityacrosslevels .................................................................................................................................. 54Otherethicalcommunicationissues ................................................................................................................... 55

Week11Objectives:Technologyandcommunication ............................................................................................... 56LearningObjectives .................................................................................................................................................. 56Communicatingmoreglobally... .............................................................................................................................. 57Somestatistics ......................................................................................................................................................... 57AsynchronousvsSynchronousCommunication .................................................................................................... 57EMCvsFacetoFaceCommunication ..................................................................................................................... 57CommunicatingbyText ....................................................................................................................................... 58Socialnetworks .................................................................................................................................................... 58MMORPGResearch ............................................................................................................................................. 58E-relationships ..................................................................................................................................................... 60

ChangingCommunication ........................................................................................................................................ 60Competentcommunication ..................................................................................................................................... 60E-Communicationskills ............................................................................................................................................ 60DangersofEMC ........................................................................................................................................................ 60FactorFiction-validity ............................................................................................................................................ 61Sociallydesirableresponses .................................................................................................................................... 61Impactonthehealthprofession .............................................................................................................................. 614Psmodel ................................................................................................................................................................. 62

Contentorganisedinto4modulesPrinciplesofcommunication

- Today’sintroduction- Self-regulation,emotionalintelligence,attachment,personality

(individualdifferences)Theskills

- Practicalskillsforeffectivecommunication- Helpwithreflectivewritingandlocatingresearch

Cultureandcommunication- Cross-culturalcommunication- Diversegroups

Differentcontexts- Power,conflict,mediation- Stressandtrauma- Ethicalworkplacecommunication- Technology

Module1:ThePrinciplesofCommunicationThismodulecoversthelecturesinWeeks1andWeek2.

Week1Objectives:Explorewhatcommunicationlookslikeinyourdiscipline

- WhatdisciplinesareinvolvedinPYB007?- InterprofessionallearninginPYB007

ConsiderthefactorsthatinfluencetheeffectivenessofcommunicationthatwillbecoveredinPYB007Understandtheimportantelementsofcommunication(i.e.amodelofcommunication)Administration/generalinformationabouttheunit

Beingabletocommunicatesociallydoesnotmeanyouareagoodcommunicator.Agoodcommunicatorshowsrespectandcommunicateswithintegrity.Theyarehumbleandwarmtoothers.Peoplewillsharetheirprivacywithagoodcommunicatorbecausetheyaretrustworthyandsensitivetodifferentculture.Theyaregoodlistenersbutcanspeakassertivelyifrequired.

Videos Couple-therapy• showedempathy• notputtingwordsintheirmouth• repeatingwhattheysaidtoensuresheunderstoodpatient’smeaning

Paramedicsvideo• Repeatingandclarifying• Interrogation• dealwithaggression

Nurse• patients• askingquestions

Howareyou Contextandmeaning

EntirebodyReflectiveOther-oriented,person-centred

- KathyTorpyvideo

- Canbeusedindifferentcontextanditcanchangethemeaning.- Differentsentimentanddifferentcontext/setting,egBBQcatchupsvshospital

visit- Cognitivekindofwords:emotional- Effectivecommunication:notjustmouth,useentirebody.useeyestoreadnon-

verbal,useyourhearttofeel,awareofemotionalreaction,toemphasis.tohavebrain.tobeabletobereflective.

- Reflective:iftheotherpersonisnotinterested,youwalkaway.- Other-oriented:focusonotherperson,butyoustillplayarole.- Person-centred:talktoapatientliketheyareaperson,notjustapersononlife

support

Aninterprofessionalperspective

PYB007focusesonprovidingyouwithopportunitiestolearnaboutcommunicationinnotjustyourownprofessionbutotherhealthprofessions;youwillalsointeractwithstudentsfromawide-rangeofotherprofessions.Thisiscalledinterprofessionallearning(IPL)

- Assistsyoutodevelopcompetenciesinteamwork,reflectionandprofessionalroleidentity

- Youbecome‘collaborativepractice-ready’students,betterequippedtoworkinmultidisciplinaryteams(verycommoninthealliedhealtharea)

ResearchprojectbeingconductedtoseehowyourIPLdevelopsacrosssemester

- Voluntary- Completequestionnaireinthebreakandreturntome

Whatisn’teffectivecommunication?

‘Hearing’butnotlisteningListeningwhilemakingjudgements;stereotypingFilteringInterrupting

Inappropriateadvicegiving

• Hearingandlisteningaredifferent.• Judgment:negative,judgebooksbyitscovers,judgmentcangetinthewayof

whatpeoplearesaying.• Filtering:onlyhearwhatwewanttohear,onlylistentostuffwethinkwedon’t

knowabout.• Inappropriateadvicegiving:ifucontinuoustellingsomeonewhattodo,then

theycanstarttofeellowaboutthemselves.o whensomeoneaskyouforadvice,turnaroundandaskthem:whatdou

thinkyoushoulddo?

Stereotype Abbreviatedorsimplifiedperceptionsofpeoplethatareoftenmisleadingorinaccurate.

Filter Theunconsciousblockingofpartsofamessagetoonlyprocessinformationthatconformstoyourpointofview,potentiallyresultinginbiasedlistening.

Dual–relationship psychologistforapatient,thatpatientisalsothedoctorofthepsychologist.

Personalagency Thebeliefthatyoucansuccessfullymanageyourenvironmentandthehurdlesthattheenvironmentmaypresentyouwith

Asimplemodelofcommunication

Noisecaninteractwiththemessage.Physicalnoisecanaffecttheconcentration.Psychologistnoisecanaffectwhatyouarethinking.

Roleofaneffectivecommunicator

Sender=sendsinformationtopeople,thepersonwhoencodesthemessagefordelivery.Firstperson=givinginformationtootherpeopleReceiver=listenstoothers,aimtogetotherstoshareinformationwiththem.Thepersonwhodecodesthemessage.whatyouwantotherstotellyouSecondperson=retrievinginformationfromotherpeopleObserver=monitorinteraction.listeningtoyourselftalk,amIgettingmymessageacross,istheresomethinggoingonthatisstoppingsomeoneelsetounderstandme.Useobservationskill.Thirdperson=watchingovertheconversationfromanobjective,outsideperspective

Message Theinformationthatisencodedduringaninteraction

Noise Physicalorpsychologicalinterferencethatcanimpactonhowaccuratelyamessageissentorreceived.

Context Theoverarchingphysicalorpsychologicalenvironmentthatguideshowamessagewillbeinterpreted.

Denotative Theobjective,dictionarydefinitionofaword.

Connotative Thesubjectivemeaningofaword,impacteduponbypersonality,pastexperience,context,orpersonalcircumstances.

Other-oriented Aperspectivethatistakenduringcommunicationwhereyourfocusisontheneedsorwantsoftheotherpersonandnotonyourownneedsorwants.

Activelistening Aformoflisteninginwhichthelistenermakesverbalandnon-verbalcontributionstotheconversationswiththeintentionofunderstandingthespeaker’smessage.

Theimportanceofbeingreflective

Reflectivepractitioners Reflection:Thecontemplationofyourskillsasacommunicatorwiththeaimofimprovingtheaccuracyandeffectivenessofthiscommunication.

Reflectivelearners

Habitualaction Lower-orderlearningstylebasedonrotelearninginformationwithoutreallystoppingtothinkhowthatinformationintegratesintoyourworldview.

Understanding Lower-orderlearningstylebasedonquestioningandcomprehendinginformationwithoutputtingfurtherthoughintoatopic.

Reflection High-orderlearningstylewhereastudentquestionsandcritiqueswhattheyhavelearnedinordertobetterintegratetheirunderstandingwiththeirownexperience.

Criticalreflection Higher-orderreflectivelearningstylethatincorporatesreflectionbutalsomovesbeyondthiswhenstudentsquestiontheirassumptionsandaltertheirperceptionsofthingstopotentiallychangetheirfuturebehaviour.

Anoteaboutterminology(p26)

• Appropriatetermfordescribingthepeoplewhousehealthservice:mostpopularisserviceuser.

• Mostpeoplepreferthetermpatient,followedbyclient.

Summary(p26) • Communicationinthehealthcareprofessionistypicallyother-oriented• Tobecomeaneffectivecommunicator,needtodevelopbothreflective

practitionerandareflectivelearnerskill

PrinciplesofeffectivecommunicationEMOTIONALASPECTS

• Beawareoffeelings:yourown,andtheotherperson’s;expressemotionsinaconstructivemanner.• Ownyourfeelingsandopinions:beawareofwhenyouareexpressingyourownopinions,feelingsorideas.

Whenyouexpressanopinion,feelingoridea,sayso–use‘I’language.• Describingfeelings:Itisreallyimportanttoappropriatelycommunicatefeelingsinyourrelationships.

Communicatingfeelingsisusefulforself-disclosureandtoteachpeoplehowtotreatyou.ELICITINGANDCLARIFYINGINFORMATION

• Questioning:Questionshelpyoutoincreaseyourunderstandingofamessagethathasbeenconveyedtoyou,ortogainmoreinformation.

• Paraphrasing:Paraphrasinginvolvesconveyingyourunderstandingofanotherperson’smessagethroughreflectingbacktheunderlyingmeaningofthemessageasyouunderstoodit.

BECLEAR• Makesurethemessageyouaretryingtoconveyisdeliveredtoyourlistenerbyprovidingclearinformation.• Adaptthelanguageyouusetoyouraudience,avoidjargon,slangorotherwordsorinformationyour

audiencewillnotunderstand.• Useconcreteexamples

TAKETURNS• Inanycommunicationitisimportanttoengageinappropriateturntaking.Lookforcuesthatitisyourturn

orthattheotherpersonhassomethingtoaddandmakesureyoutakeyourshareofturnsandthattheotherpersongetstheirshare.

• Avoidinterruptingotherswhentheyarespeaking.NON-VERBALS

• Beconsciousofyournon-verbalbehaviour.• Useappropriateeyecontact;eliminatetheimpedimentstoyouprovidingclearnon-verbalcommunication

e.g.distractionsthatmighttakeyourattentionawayfromtheotherperson.ASSERTIVENESS

• Beingassertiveinvolvescommunicatingyourpersonalrights,whilerespectingtherightsofothers.

Week2Objectives:UnderstandingtheroleyouplayinyourcommunicationUnderstandhowself-esteemimpactsonyourcommunicationingeneraland,specifically:

- Themodesofcommunicationselected- Capacitytoempathisewithothers

UnderstandhowattachmentimpactsonyourcommunicationDiscusswhatismeantbyemotionalintelligenceandtheroleitplaysinyourcommunicationConsiderthewayinwhichemotionalintelligencemayplayaroleinhealthoutcomesUnderstandwhatself-regulationinvolvesandhowitimpactsonyourcommunicationConsidertheroleofpersonalityinanalliedhealthcontext

The‘you’incommunication(P31-36)

• Self-concept:Alltheaspectsofwhoyouarethatcontributetoyourviewofyourself,suchasyourstrength,weakness,skills,valuesorbeliefs.isbeingabletochoosewhatismostandleastimportant.

o Self-awareness:theprocessthroughwhichyoumonitoryourselftogatherinformationthatcontributestoyourself-concept

o Self-esteem:thepositiveornegativeevaluationyoumakeofyourselfasaresultoftheworthyouplaceonyourvalues,beliefs,attitudes,strengthsorweakness.Peoplewhohavelowself-esteemmayprefersusingemail.

• JohariWindowmodelofself-awareness:Openself,Hiddenself,Blindself,Mysteryself.

Highself-esteempeoplearelesscriticalaboutothers.Whenyoufeelgood

aboutyourself,itismucheasiertofeelgoodaboutothers.

Self-esteemandempathy

Perspectivetaking(PT)displaysaconsistentthoughmodestrelationshipwithself-esteem

- PTisassociatedwithbettersocialfunctioning;self-esteemisenhancedbysatisfyingsocialrelationships,thereforeexpecttoseethesetworelated

- don’tneedtofeelforthisperson.makingassumption.Assumingtheirfeelingisthesameasyourexperience.

Relationshipbetweenempathicconcernandself-esteemlargelynon-existent

- Maybeit’sabouthowyoudisclosethesefeelingsofwarmth,compassionorconcernratherthanjusthavingthem?

Theinfluenceoffamily:Attachment(P38-42)

Attachmentstyle:thecognitive,behaviouralandemotionalsystemyouemploywhenparticipatinginrelationship.

• Secureattachment:viewyourselfpositivelyandhaveapositiveworkingmodelofself;ifyoualsoviewotherspositively,youhaveapositiveworkingmodelofothers.Lessconflict,abletotoleratebeingalonewhilepartnerisaway.Lessangerandavoidance.

Secure:+(self)+(others)Anxious:-+Dismissive

o Choosewhoandwhentheydisclosesecret• Anxiousattachment:viewyourselfnegativelybuttheirmodelof

othersispositive.Theyarecomfortablewiththeirpartnergettingclosetothemanddependingonthembutmightfeelrathernervousaboutthethoughtoftheirpartnerspendingtimeaway,perhapsbecausetheyfearbeingleftalone.

o Self-disclosealoto Don’tcarewhoandwhentheydiscloseinformationto

• Dismissiveavoidantattachment:positivemodelofselfandnegativemodelofothers.Inclinetodismissiveoftheimportantofrelationship.Betterofbeingalonethantheinconvenienceofbeingintimatewithothers.

o Iamokonmyown,don’tneedthatcrap.• Fearfulavoidantattachment:negativemodelofselfandothers.

Recognisingtheimportanceofrelatingtoothersbutnottrustingothersinarelationship.

Caregiversofanxiouschildrenarelikelytobeinconsistentintheircaregivingbehaviour.Pullingtheirchildtowardsthemoneminuteandpushingthemawaythenext.Romanticpartner/Anxiousandavoidant:criticism,disagreement,withdrawal,justification.Negativecommunicationathome.

avoidant:+-Fearfulavoidant:--

Howisattachmentlinkedtocommunication?

RecallwhatyouhavereadaboutattachmentWhatisanxietycharacterisedby?Whatisavoidancecharacterisedby?Self-disclosure(Mikulincer&Nachshon,1991)Leadershipcapacity(Popper&Amit,2009):noanxietyFeedback(Hepper&Carnelley,2012)

Attachmentandcommunication

Insecureattachmentinatleastonepartnerresultsin:• Partnerwithdrawal• Verbalaggression• Nagging• Whining• Defensiveness• Avoidance• Nonverbalnegativeaffect• Criticism• Rejection• Lowself-disclosure

Personalityandcommunication

• Individualdifferences:anyaspectrelatingtowhoyouarethatmakesyoudistinguishablefromsomeoneelse,e.g.personality,traits,beliefsorattitudes.

• Personality:Relativelystableenduringpatternsofthought,feelings,motivationandbehaviourthataredistinctandconsistent.

CostaandMcCrae’sfivefactormodelofpersonality

• Neuroticism(versusemotionalstability):anxiety,hostility,depression,self-consciousness,impulsivity,vulnerability

• Extraversion(vsintroversion):warmth,gregariousness,assertiveness,highactivity,excitementseeking,positiveemotionalexpression

• Openness:fantasy,aesthetics(arty),feelings,actions,ideas,values• Agreeableness(versusantagonism):trust,straight-forwardness,

altruism,compliance,modesty,tendermindedness• Conscientiousness:competence,orderliness,dutifulness,

achievementstriving,self-discipline,deliberationOurpersonalitymaycomefromourcaregivers,buttheycanstillbechangedbyourexperienceandenvironment,suchasattitudes,values,beliefs.Thewayyoucommunicatedependsonthewayyoufeelaboutyourself,yourthoughtsandbehaviours.Peoplemaynotalwaysbehaveasyouthinktheyaregoingtoifthecontextisdifferent.

Emotionalintelligence(P50-52)

• Anindividual’scapacitytoregulatetheiremotions,discriminateamongthem,appraiseandexpressemotionbothverballyandnon-verbally,andusethisinformationtoguidesubsequentthoughtsandactions.

• Howcomfortableapersoniswithexpressingandlisteningtoemotionisemotionalintelligence.

• It’snotenoughtojustknowthediscipline-specificcontentinordertobeastrongcommunicator,havingagoodemotionalintelligence

isalsoanadvantage.• Coping,psychologicalandphysicalwellbeing• PatientwithcancerhaslowEI,theyaremorestressed,anxious.• Positivelycorrelatedwithphysical,mentalandpsychosomatic

health

Emotionalintelligenceandcommunication

Emotionaffectsyourcommunication–influenceshowwetalktoothersandhowothershearwhatwesayEmotionalintelligence=competenceinexpressingemotionandinlisteningandrespondingtotheemotionalcommunicationofothers(Goleman,1995)Communicationskillsarethoughttobecentraltoemotionalintelligence(orEI)

EIinanalliedhealthcontext

Smithetal.(2012),LowEIpredictedincreasedworryinpatientsnewlydiagnosedwithcancerMartinsetal.(2010),EIwaspositivelycorrelatedwithphysical,mentalandpsychosomatichealthLibbrechtetal.(2014),Consideredroleofemotionalintelligenceintraineedoctors;EIpredictedperformanceincoursesoncommunicationandinterpersonalsensitivity(i.e.likePYB007)butnotinthemedically-orientedcourses;wasdeemedimportantforprovidinggood‘bedsidemanner’

Self-regulation(P52-55)

• Yourcapacitytomonitoryourgoal-directedbehaviour,identifyifanychangesarenecessarytoreachyourgoals,andsetaboutmakingthosechanges.

• Capacitytomonitoryourself• Adjustingasyougotoimproveconversation• 3rdpersoncommunicationskill• monitoringandmanagingconversation

Self-regulation&communication

Self-regulation:yourcapacitytomonitoryourbehaviour,identifyifanychangesarenecessarytoreachyourgoals,andsetaboutmakingthosechangesThe“capacityforalteringone'sownresponses,especiallytobringthemintolinewithstandardssuchasideals,values,morals,andsocialexpectancies,andtosupportthepursuitoflong-termgoals”(Baumeisteretal.,2007)ParticularlyrelevantforconflictorhighlyemotionalcommunicationHavingself-regulationiswhatstopsyoufromsaying“that”thingthatwillpushthesituationovertheedge

Healthprofessional Ifaconversationisn’tgoingthewayyouwantitto,peoplehigherinself-regulationcanreviewthesituation,identifytheircommunicationgoalandmodifytheircommunicationbehaviourtoachievethisgoal,whichmakesformoreeffectivecommunicationandbetterrelationship.Self-regulationissharedandre-shapedbythesocialenvironment.

Behaviourchange • Self-regulationparticularlyusefulforbehaviourchangeprograms(e.g.smokingcessation,weightmanagement,riskypractices,nutritionalplans)

• Goal-directedbehaviour:positivehealthoutcome.Amotivationforchangeandself-regulationarecorecomponentsofself-managementwhichisobviouslyneededtoaffectchange.

Feedback • alsocomeintheformofcriticism• investedtimeinsomeone

Communicatingwithempathy(P267-274)

• Empathising:Understandingwhatapersonisfeelingorthinkinginasituationandexperiencingsimilarthoughtsorfeelingsasaresultofinteractingwiththem.

• Empathyisaboutemotions.• Usereflectiveskill.• Remainunbiasedinyourlisteningbehaviour.Noexpectationsand

notjudgemental.• Perceivingthingfromsomeoneelse’sperspective,butfirst,you

needtohaveasolidunderstandingofyourown(self-concept).Ifyoudonotknowyourselfandunderstandyourself,thenyouwillfinditdifficulttounderstandsomeoneelse.

• Perspectivetaking:whenwebaseourempathicresponseonourownimaginedresponsetoasimilarexperience.Adangerouselementofempathy.Don’tfallintothistrap.Riskofhavingyourownemotionalreactionovershadowthereactionofyourclient.

o takinganalternatepoint-of-view.o perspective-takingasa"cognitive,intellectualreaction"

andempathyasa"visceral(內臟),emotionalreaction"• Troublewithemotions:don’tputwordsintoaperson’smouth,as

youaresucceedingindoingis‘forcing’someonetofeelaparticularway.Givethemtimetotellyouhowtheyarefeeling.Itcantakeawhiletounderstandtheemotionalexperiencebeforetheycanarticulatethesetoyou.

• Don’tfakeit:duetorespectandintegrity.• Sympathy:feelingofcompassionorsorrowfeltforsomeonewho

isexperiencingdistress.Youarelimitingyouremotionalreactiontofeelingsorryforaperson;withempathyyouareopeningupyouremotionalreactiontowhatevertheotherpersonisfeeling.Pity.Moreofanegativeemotionwhensomeonefeelpityforyou.Fordifficulttime.

• Empathicconcern(EC):opentherisk.Themoreyouempathise,thehardertoshutthedoorafteryouleavework.

Notwoindividualswillexperiencethesamesituationinexactlythesame

way.

Senseofself

• Perception:noteveryoneisseeingwhatyouareseeing.• Haveaccurateself-perception.• Parentshavethefirstinfluencetoourselves.Thenpeerstakeover• Senseofselfisgoodatformingrelationship.• Peoplehavedifficultywithselfwillhaveproblemformingrelationship.• Capacitytotrynewthings.• Feelsenseofprideandachievement/accomplishment.• Allowyourselftolaughandcry.

Selfawarenessexercise:5thingsIliketoputonmyslideshow

• Godson• Sister(mostimportant)• Rock-climbing• Touchjumppass• Bushwalking(leastimportant)

Module3:CultureandCommunicationThismodulecoversthelecturesinWeeks5andWeek6.

Week5:CommunicationandCultureReading:chapter3p64-69,73-77Agenda§Explorecommunicationfromaculturalperspectivespecifictotheheathprofession§Considerthefactorsthatinfluencetheeffectivenessofcommunicationinculturallydifferentsituations§Understandtheimportantelementsofcommunicationacrosscultures_Considerhealthspecificmodelsofculturallyappropriatecommunication§ExamineQueenslandHealthtraininginculturalcommunication• Enculturation: process of absorbing and internalizing the rules of the culture we live in. e.g. David has grown up learning, over time, about the important cultural norms and values of the society in which he lives. He has learnt how to behave in different social settings, he knows the difference between what is considered "right" and "wrong", and even understands the subtleties of culturally appropriate humour. David appears to have undergone the process of enculturation. The process of absorbing and internalising the rules of the culture we live in can be described as enculturation.

ExplorecommunicationfromaculturalperspectivespecifictotheheathprofessionCulture Culturecanbeexplainedinanumberofways–Identification;

Powerrelationships;behaviourandcommunicationstylesThingswelearnfromthepeoplearoundus,resultinginsharedvalue,beliefs,attitudesandbehaviours,typifyingagrouporpopulation.Collectivist–we&us,aculturaldistinctionthatplacesgreatervalueonperceptionsofwe’,‘us’orthegroupoverperceptionsof‘self’and‘I’.

• GroupgoalsIndividualist–self&I,aculturaldistinctionthatplacesgreatervalueonperceptionsof‘self’and‘I’overperceptionsof‘we’,‘us’orthegroup.

• Personalgoalsaheadofsociety• Identityaccordingtopersonalattributes• Selfconceptandcompetition,whoyouare• Australia

Intrapersonal Pertainingtofactorsthatexistwithinapersone.g.genderor

age

Ethnocentrism Beliefthatyourculturalgroupissuperiortootherculture.

Xenophobia Fearofotherculture.

(Bronfenbrenner’s(1979)ecologicalsystem(textbookhasslightlydifferentimage)

• Intrapersonal:individual• Proximateculture(Microsystem)• Distalculture(Macrosystem)

Context&ambiguity Meaningofmessage:

• Lowcontext(circumstances):conveyedverballyandexplicitly(clear).communicatorneedstobemuchmoreexplicitandthevalueofasinglewordislessimportant.

• Highcontext:conveyedbysituationandcontext. manythingsareleftunsaid,lettingthecultureexplain.Wordsandwordchoicebecomeveryimportantinhigher-contextcommunication,sinceafewwordscancommunicateacomplexmessageveryeffectivelytoanin-group(butlesseffectivelyoutsidethatgroup)

Uncertaintyavoidance

• Highuncertaintyavoidanceculture:avoidambiguity(模糊)anduncertainty

Sequentialcultures • Fullattentiontoonetopicafteranother• Timeislinear

Synchroniccultures • Past,presentandfutureallinterrelated.

• Timeisaconstantflow,viewedasasortofacircle

Emotionallanguage Affectivelanguage• cultureswithhighaffectshowtheirfeelingsbylaughing,grimacingetc.

Neutrallanguage

• donottelegraphtheirfeelings,butkeepthemcarefullycontrolledandsubduced.

Powerdistance Theperceptionbythosewithlesspowerofthemagnitudeofdistanceorgapbetweenthosewhohavepowerandthosewhodonot.Distributedunequally:culturevaluesstatuspowerandexpect.

• Lowpowerdistance:consultationordemocracy• Highpowerdistance:structured,hierarchicalapproach

Gender • Masculineculture:assertivenessanddominance

• Femininecultures:nursing/caringandco-operation

Facework Maintainsthe‘image’,howyoupresentyourselftoassociatewithyouridentity,group.• Highpowerdistancecultures• Foundinbothcollectivistandindividualist,butcollectiverespectothers‘face’

Combiningcultures • Integration/acculturation–maintainownculturebutalsorelatingtoand

absorbinghostculture• Fusion–combinebothculturestoformanewculture• Alternation–bi-culturallycompetent,maintainingbothculturesandalternating

wherenecessary• Assimilation–givenupownandembracinghostculture• Separation/Marginalisation–maintainingownandisolatefromhostculture

Culturediversityworksbestwhenrespectingeachculture.Cooperativeratherthancompetitive.

Considerthefactorsthatinfluencetheeffectivenessofcommunicationinculturallydifferentsituations

UnderstandtheimportantelementsofcommunicationacrossculturesSkillsincross-cultural • 3Rs–recognition,respect,reciprocity(exchangeformutualbenefit)

• Micro-skillso Theverbalandnon-verbalbehavioursperformedtoengageanother

personincommunication.o First-person(sending)o Second-person(receiving)o Third-person(observation)o rapportbuilding,paraphrase,beopen,empathic,beaware/sensitiveof

taboos.

ConsiderhealthspecificmodelsofculturallyappropriatecommunicationExamineQueenslandHealthtraininginculturalcommunication

• culturalawareness• culturalcompetence• culturalsafety–offerthemostpotentialtoimprovetheeffectivenessofhealth

servicesforindigenousAustralians.• culturalsecurity• transculturalcare• culturalrespect

Summary/Outcome • §Definingandunderstanding‘culture’

• §Encourageself-awarenessandself-reflection• §Communicatingwithpeopleofvariouscultures• §Considerbarrierstoeffectivecross-culturalcommunication• §Cultivatesomeeffectivecommunicationskillsinculturallydifferentcontexts• §Strengthenabilitytoadapttonewcommunicationchallenges

Week6Objectives:CommunicatingwithdiversityPart2:Communicatingwithdiversity:Deafness,dementiaandseriousmentalhealthconcerns•Discusswhatismeantby‘diversepopulations’•Identifytheprimaryfactorstoconsiderwhencommunicatingwithpeoplewhoarehardofhearing•Discusshowuseoflanguagecanimpactoncommunicationeffectivenesswithdiversepopulations•Listthestrategiesusefulforcommunicatingwithpeoplewhoareacutelypsychotic•Discussthe‘MESSAGE’approachtocommunicatingwithpeoplewhohavedementia