Chapter 4: Dynamics of Effective Communication Flashcards
What are the 3 types of communication barriers?
1) Noise
2) Defence Mechanisms
3) Power Differentials
The interference of the transfer of information.
Noise
What are the 3 types of noise?
1) Ambiguity
2) Contradiction
3) Redundancy
When a communication is not clear, the message received by the listener can be very different from the message the speaker intended to send.
Ambiguity
Communication that sends two conflicting messages at the same time.
Contradiction
Communication that is so repetitious that the people on the receiving end tend to stop listening.
Redundancy
A noisy communication behaviour where you are saying yes and no at the same time.
Yes-But
A noisy communication behaviour where you are talking as though you know what someone else thinks or feels.
Mind-Read
A noisy communication behaviour where you are assuming that a bad outcome is inevitable.
Negative Prediction
A noisy communication behaviour where you are asking questions that pressure the other person to agree with you.
Leading Question
A noisy communication behaviour where you have a hopeless, passive outlook.
Complaint
A noisy communication behaviour where you are venting anger or irritation at others.
Attack
You can reduce noise by shifting your awareness from ________ you’re saying to ________ you’re saying it.
What
How
Psychological strategies relating the world that are developed unconsciously to protect people from shame, anxiety, and other emotionally painful experiences that they are unable to handle.
Defense Mechanisms
Projection, repression, denial, armouring, deflection, resistance, and suppression are all examples of ____________.
Defense Mechanisms
A defense mechanism in which a person unconsciously rejects their own unacceptable attributes, thoughts, or feelings by ascribing them to objects or other people.
Projection
A defense mechanism in which feelings or memories that are too painful to bear are blocked from conscious awareness.
Repression
A defense mechanism that involves active refusal to recognize or acknowledge the full implications of an unpleasant reality. It bears some similarity to repression, but requires the collaboration of the conscious mind.
Denial
Chronic patterns of involuntary muscular contraction in the body that block and limit emotional expression.
Armouring
A psychological defense that involves ignoring or turning away from stimuli that trigger emotions to prevent the recognition or full awareness of the material associated with the emotion.
Deflection
An unconscious reluctance to change, even if the change is perceived as desirable rather than threatening.
Resistance
Conscious pushing away of anxiety-producing ideas, urges, desires, feelings, or memories.
Suppression
____________ can have a negative impact on the client’s ability to communicate effectively, they may be hesitant to raise concerns about boundary issues, and they may resent the practitioner’s power and challenge them in different ways.
Power Differentials
The underlying foundation of good communication and being able to navigate challenging topics. The ability to observe one’s feelings and emotions and those of others, differentiate among them, and utilize them to direct their thoughts and behaviours.
Emotional Intelligence
Common emotions that often cause confusion or stress for practitioners. Examples include sadness, fear, anxiety, annoyance, and anger.
Strong Emotions
Treating the client as a person (not an object), admitting your mistakes, and encouraging the client to speak up are examples of communicating respect for client ________.
Boundaries
A harmonious relationship marked by trust, openness, and mutual understanding.
Rapport
Being punctual, maintaining eye contact, speaking with enthusiasm, and using the client’s name frequently with correct pronunciation helps to build ________.
Rapport
What are 3 points to keep in mind when communicating about your own boundaries?
1) Be proactive
2) Be assertive (rather than passive or aggressive)
3) Be consistent
Communicates clearly, with minimal emotional content. The voice tone is neutral (not a monotone), but a natural intonation free from hostility.
Assertive Language
Communicates a lack of self-esteem or self-confidence. The tone of voice may be whiny, hesitant, or self-deprecating. Statements are generally ambiguous, failing to clearly specify what the practitioner wants or expects to have happen and what the consequences will be if the client does not comply.
Passive Language
Communicates undertones of anger through the words, the voice tone, or both.
Aggressive Language
The transmission of evaluative or corrective information about an action, event, or process. Plays a beneficial role in our personal and professional lives.
Feedback
What are the 3 steps to managing negative feelings?
1) Clarify your feelings
2) Clarify your goal
3) Decide on next steps (give feedback, respond to feedback, talk about boundaries, skip conversation)
The behaviours and qualities that mark an individual as reliable, competent, trustworthy, and polished.
Professionalism
What are the 3 primary issues to consider when communicating beyond the treatment room?
1) Ambiguity
2) Privacy
3) Professionalism
What are 4 other types of communication to consider beyond the treatment room?
1) Telephone
2) Written Communication
3) Electronic Messages
4) Social Media
A state of disharmony between incompatible or antithetical persons, ideas, or interests.
Conflict
Harmony of conduct or practice; reliability or uniformity of successive results or events.
Consistency
Conversations where boundaries are set in the initial phases of working with clients, with the objective of preventing boundary crossings and violations from occurring.
Proactive Discussions
The act of revealing professional or personal information about oneself.
Self-Disclosure
