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13 Cards in this Set
- Front
- Back
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1st law of listening
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Be silent, don't interrupt people when they are talking. listen.
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2nd law of listening
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Don't label a topic or person as uninteresting or disregard them.
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3rd law of listening
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Actively keep lines of communication open. Give feedback. yeah, uh huh
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4th law of listening
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Listen for meaning or feeling. Read between the lines.
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5th law of listening
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Posture/Stance/Body Language
-eye contact, lean forward, distance |
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6th law of listening
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Beware of filters. Sometimes you'll here things others don't.
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7th law of listening
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take notes when appropriate. Dr.'s office not when talking to friend
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what is communication? 1
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language that is appropriate to the “client’s” level of understanding, making sure they have enough knowledge but are not overwhelmed
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what is communication? 2
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an ability to develop a relationship; an ability to talk to (a client) in a way that relieves anxiety; assures their being able to recall information actively; ability to provide feedback
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Verbal communication
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actual words selected by sender
control is usually deliberate Descriptive vs. Evaluative Problem Oriented vs. Manipulative Provisional vs. Dogmatic Egalitarian vs. Superior Empathetic vs. Neutral Learn to Paraphrase |
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Nonverbal communication
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More influential
control is usually unconscious Consider: Personal appearance Personal space Facial expressions Tone of voice Eye contact Gesture Touch Behaviors in clusters |
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Barriers to Effective Communication
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Meanings are in people not words- (interpretation)
Mood/stress Internal changes Intelligence Culture Age Interpretation Unconscious selective perception Tune in to info that already supports our attitudes |
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Negotiation
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Discussing several alternatives; involving the client in decision; modifying until acceptable
Begin with the positive Address problems not personality Pay attention to initial discussions Emphasize win-win Create open and trusting climate |
