Chapter 5: Connection Through Communication Flashcards
Lasswell’s model for communication: 5
who says what in which channel to whom with what effect
who=
says what=
in which channel=
to whom=
with what effect=
who = communicator
says what = message
in which channel = medium
to whom - receiver
with what effect = effect
the ability to identify with people and relate to them in a way that increases your influence with them
connection
self trust (credibility) is built on 4 elements:
capabilities
integrity
results
intent
- make and keep commitments to oneself
- stand for something
- be open
integrity
- talents
- knowledge
- attitudes
- style
- skills
capabilities
- a clear motive
- a sound agenda
- consistent behavior
intent
- take responsibility
- finish strong
- expect to succees
results
relationship -trust based on 3 elements:
character based behaviors
competency based behaviors
character and competency based behaviors
5 character based behaviors:
be honest demonstrate repesct create transparency show loyalty right wrongs
5 competency based behaviors:
deliver results get better confront reality clarify expectations practice accountability
3 character and competency based behaviors:
listen first
keep commitments
extend trust
D.I.S.C.
Dominant
Inspiring
Cautious
Supportive
planning to communicate encoding - carefully constructed message choose best channel to send message decoding - interpret a message offering feedback
5 steps to communication
_ type personality
fast paced task-oriented result oriented thrive on control want to know the "what" of the situation
Dominant
_ type personality
avoid withdrawing assertive nonverbally assertive continuous eye contact avoid chit chat
Dominant
_ type personality
outgoing people oriented fast speaker and mover, decision maker enjoy integrating and socializing want to know the "who" of the situation
Inspiring
_ type personality
gently keep client focused
show enthusiasm
inquire about friends and family
Inspiring
_ type personality
reserved people oriented enjoy helping others speak softly and slowly not comfortable with quick decisions want to know "how" of the situation
Supportive
_ type personality
health coach makes decisions
ensure client’s feelings are considered fairly
avoid a loud, pushy approach
Suportive
_ type personality
reserved task oriented want less emotion monotone voice want data want to know "why" of a situation
Cautious
_ type personality
talk slowly
provide logic
Cautious
Health Coach moving in a _ manner:
offering information
providing a challenge
making specific suggestions about what the client should be doing
Authoritative manner
Authoritative approach: _
offer advice, guidance and information
offer direct suggestions for what clients can do to help themselves facilitate desired outcomes
prescriptive approach
Authoritative approach: _
the health coach offers his/her own experiences and point of view
Informative
Authoritative approach: _
mirror or reflect what the client has said
coach offers thoughts on what client said in a direct way
tell client what obstacles lie ahead
Confronting
Health Coach moving in a _ manner:
helping the client find his/her own solutions or decisions
Facilitative
Facilitative approach: _
coach helps client express emotions, fears, or thoughts that he/she has not previously confronted
must be 3 things:
Cathartic
empathetic
non-judgemental
good listener
Facilitative approach: _
ask questions to generate new solutions
create new options
must follow with: 4
Catalytic
active listening
mirroring
validating
empathizing
4 types of connections health coach should strive to make with clients:
visual - appearance, confidence
intellectual - confidence in knowing subject matter
attitude - positivity, say hello first
verbal - memorable, positive language
Facilitative approach: _
build confidence through empowerment, confidence and the client’s own strengths
offer praise, support, commitment and admiration
supportive
6 elements of quality communication
clear concise correct complete courteous constructive
Self-trust consists of: 3
integrity
intent
capabilities
% of message is spoken words
% of message is tone of voice
% of message is body language
7%
38%
55%
6 accepted facial expressions
happiness sadness disgust surprise Fear Anger
eyes looking right/up
eyes looking left/up
guessing, fabricating or lying
recalling, retrieving facts or truthfulness
_ helps a client overcome ambivalence to change
motivational interviewing
Express empathy
Develop awareness of negative consequences
Roll with resistance
Support self efficacy
Avoid argumentation
5 core principles of motivational interviewing:
Of all the skills involved in communication _makes the most difference
Active listening
3 steps to active listening:
Mirroring
Validating
Empathy
_ refers to the ability to relate to people of various backgrounds
Cultural competence
Watchwords of motivational interviewing:3
Engaging
Guiding
Evoking
Respect the autonomy of the client
_ stage
Validate clients position Discuss risk of not taking action Raise awareness and need for change Raise doubt Increase perceptions of risks of not engaging in more healthful behavior
Precontemplation
_ stage
Validate lack of readiness
Encourage client to evaluate cost and benefits of lifestyle change
Identify new positive outcome expectations
Increase desire for change by exploring ambivalences
(Not taking sides on the clients positions)
Contemplation
_stage
Identify obstacles and assist with problem solving
Identify social support systems
Encourage client to take small steps
Explore a plan for overcoming obstacles
Preparation
_ stage
Focus on social support system
Bolster the clients self efficacy
Focus on long term benefits
Encourage “right size” steps and explore how the process is working
Action
_ stage
Help plan for continued support
Reinforce intrinsic motivation
Discuss how to cope with relapse
Focus on maintaining changes the client has made
Maintenance
Express empathy
Identify where the unhealthy lifestyle conflicts with clients desire to live a healthier life
Avoid resistance with empathy not confrontation
Confidence building
4 steps to motivational interviewing
the heart of effective communication is _ and the foundation is made up of_
listening
good questions
5 types of questions:
open ended close ended funnel questions probing questions leading questions
_ questions begin with WHY, WHAT AND HOW
“describe for me”
“tell me more”
“how can I help you”
open-ended questions
_ questions are used to check facts, confirm understanding or coming to a decision
brings conversation to an end
did you have DOMS”
“how did you feel about the workout”
close-ended questions
_questions begin with close ended questions and slowly move into open ended questions
*useful when coach wants to learn more detail about a client’s specific concern
“were you able to stick to your eating plan”
“what was the most difficult obstacle sticking to the your plan?”
funnel questions
_questions begin with WHO, WHAT WHEN, WHERE AND WHY and coupled with the word “EXACTLY”
“what exactly do you mean”
“why exactly was that”
probing questions
_ questions seen in motivational interviewing encourage the client to move toward goals and embrace suggestions the health coach believes is worthwhile
leading questions (semi-directive)
OARS MODEL
O
ask open-ended questions
goal is for client to share thoughts and feelings
OARS MODEL
A
affirm the client’s thinking
validate client’s desires, needs and thinking
OARS MODEL
R
listen refelectively
rephrase or mirroring what the client says
OARS MODEL
S
summarize
health coach restates what the client says and means
1 skill in communicating
active listening
3 steps to active listening;
mirroring
validating
empathy
verbal listening skill _
offering supportive comments
“well said, good point”
encouraging
verbal listening skill _
health coach synthesizes what was heard in 1-2 sentences
summarizing
verbal listening skill _
keeping the client’s thoughts connected “and then or please continue”
linking
verbal listening skill _
opens the client’s mind to another possibility based on what the coach believes makes sense based on the client’s goals
explaining
verbal listening skill _
empathize the feeling the client expresses
key to motivational interviewing
involves speakers words, words listener hears, what the listeners thinks the speaker means and what the speaker actually means
reflecting
verbal listening skill _
refining understanding
“please correct me if I am wrong”
clarifying
verbal listening skill _
repeat words back to client to confirm correct understanding
“let me repeat back what you just said”
paraphrasing
the ability to and work effectively with people from different cultures
cultural competence
_is affected by the way people select, organize and evaluate stimuli
perception
3 steps to handling a disatisfied client
ask client to share their experience
validate the client’s concern
respond with empathy
3 A’s of high level health coach
available
affable - friendly, good natured
able
Crossed arms =
Biting lip=
Cracking knuckles=
Rubbing nose =
Crossed arms= defensive, closed not listening
Biting lip= tension
Cracking knuckles = comforting habit and attention seeking
Rubbing nose= may imply deception
