The Art of Communication

for Personal Touch/HELP Volunteers

Dr. Albert MehrabianProfessor Emeritus

of Psychology, UCLA

•Developed a theory for face-to-face communication

Define communication

Transferring or exchanging information, ideas, or thoughts through verbal and non-verbal communication from my brain to your brain.

Words Vocals

Non-Verbal/Non-Vocal

3 Ways of Communicating

Preparing to communicate – pop quiz

WORDS 7%

WHAT THEY HEAR 38%

WHAT THEY SEE 55%

What's the most effective to communicate your message?

Verbal

Vocals

Non-Verbal/Non-Vocals

The Communication Cycle

Message/Channel

Receiver(decodes message)

Sender(encodes message)

NoiseNoise

NoiseNoise

Feedback/Response

Barriers to successful communication

Grammar

Jargon/Technical Terms

Regionalisms

Verbal

Barriers to successful communication

Volume

Pace

Tone

Vocal

Barriers to successful communication

Facial Expressions

Personal Gestures/Body Language

Cultural Differences

Non Verbal/Non Vocal

Nonverbal Messages - Recap

Provide informationMay be intentional or unintentionalPresent in all face-to-face communicationsMean different thingsMay contradict verbal messageMay outweigh verbal messageDepends on the total environmentMay have positive or negative effects

Social versus Therapeutic Communication

Social Communication or Two-way Communications – communication channels that provide for feedback.

Therapeutic Communication or One-way Communications – communication channels that provide no opportunity for feedback.

Therapeutic Communication

Sometimes called effective communication, it is purposeful and goal-oriented, creating a beneficial outcome for the patient/client.

Goals of Therapeutic Communication

•To obtain or provide information•To develop trust•To show caring•To explore feelings

Some differences between social and therapeutic communication :

Therapeutic Therapeutic CommunicationCommunication

SocialSocial communication communication

Concerned with helping the patients (regardless of their sex, religion, race…etc.)

Interaction is primarily for reason of pleasure or companionship.

Requires that at least one person in the interaction is helping the other

No person is in the position of responsibility of helping the other.

There is the intention of dealing with other's problem.

There is no intention of dealing with problems.

The relationship is purposefully directed toward a therapeutic outcome.

The interaction is more or less social.

The relationship should not include the volunteer’s personal matters or problems.

It is up to the partners to share their personal affairs.

Usually lasts for a limited time frame.

Unlimited.

The Golden Gift - Silence

Let the patient do the talking – YOU are the facilitator!

What “The Patient Said . . .”

Jot down how you think YOU would respond to “what the patient said”.

Exercise Instructions

Individual Responses

1. My daughter hates me.

2. We didn’t really plan this baby.

3. Will you pray with me?

4. I wish my family and I could go on a picnic like we did last 4th of July?

5. Please stay longer.

6. I find you very attractive.

Table Responses

1. Would you leave? I’m sick of visiting.

2. Do you know what is really wrong with me?

3. Please don’t tell anyone, but my nurse isn’t very nice – I don’t think she likes me.

4. Why is God punishing me?

5. My family will be relieved when I die.

6. What’s wrong with the patient across the hall?

“You cannot not communicate. Everything you do or say, don’t do or don’t say communicates something.”

- John Woods

Questions?