study notes 007the ‘you’ in communication (p31-36)..... 14 self-esteem and empathy ..... 14
TRANSCRIPT
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