Communication Flashcards
communication (meaning)
meaningful exchange of info between 2+ participants.
requires sender, message, medium, & receiver.
receiver doesn’t need to be present.
process is complete when receiver understands sender’s message.
an exchange of facts, ideas, opinions, emotions by 2+ persons
Newman & Summer
transfer of info from sender to receiver w/info being understood by both
Koontz & O’Donnell
process of conveying message (facts, ideas, attitudes, & opinions)
Commin
process by which people attempt to share meaning in transmission of symbolic message (encoding/decoding)
James A.F. Stoner & Charles Wankel
barriers to communication
perceptions
emotions
overeagerness to respond
snap judgements
lying, deliberate deception of others for gain
closed words
attacking the individual
judging
poor listening, environmental factors (noise)
barriers to communication (explained)
Language differences - faulty language, defective translation, underlying assumptions not clear, lack of sensitivity, lack of basic commun. skills, insufficient knowledge, different evaluations & meanings
Emotional/Psychological barriers - premature evaluation, in-attention, loss in transmission, failure of commun., assumptions, differing perceptions
Barriers @the Receiver - lack of interest, lack of knowledge, lack of commun. skills, emotional & physical distractions
Barna (1996) : barriers
assumptions of similarities, high anxiety & tension, tendency to evaluate, language differences, nonverbal misinterpretations, preconceptions, stereotypes
% of nonverbal messages
93% body language/paralinguistic cues
(7% actual words)
paralinguistic
voice, way which something is said; accent, tone, inflection, errors, structure, mannerisms, pronounce, speed, articulate. 38% of daily life.
body language
posture, gestures, eye contact, orientation, proximity, looks, appearance, grooming, expression of emotion. 55% of daily life.
4 nonverbal communication modalities
Content- if you don’t have anything to say, encourage other person to talk.
Delivery - words mumbled or spoken audibly? are they loud & clear?
Appearance - what does it say about you? does it match impression you mean to convey?
Breathing - deep breathing helps keep calm, poised, centered.
Haptic Communication
touch, form of nonverbal. Use on daily basis, natural reaction/action, useful form of commun. & expression. e.g. affectionate, professional, congratulatory, threatening.
gestures
convey attitudes, feelings, ideas. Nonverbal. Incl. cultural & gender influences. e.g. look, folded arms, tapping foot, finger wave, head turn.
Chironomia
art of using hand gestures to commun. (kinesics), interpretation of nonverbal behaviour involving movement. e.g. eye contact, body posture, hand signals, facial expressions,
who categorized gestures?
Wallace Friesen & Paul Ekman (psychologists)
5 categorized gestures
- Illustrators
- Conveying Emotions
- Emblems
- Regulators
- Adaptors
5 categorized gestures (explained)
- Illustrators - movements that enhance words we use e.g. hand waves, thumbs up
- Conveying Emotions - affect displays from the body, show how we feel
- Emblems - universal body movements e.g. peace sign, thumbs up
- Regulators - manipulates conversations e.g. simple encouragers
- Adaptors - body movements to make us feel better e.g. rub forehead, twist hair.
Object Adaptors - manipulating environment to make you feel better e.g. how you always carry your bag, wallet.
Decoder or Receiver
process which person receives signals from encoder & translates those signals into meaningful messages.
Signals in Communication
codified message.
specific words & behaviours sent in commun..
specific verbal language & nonverbal behaviours.
4 Stages of Learning
- Unconsciously Unskilled
- Consciously Unskilled
- Consciously Skilled
- Unconsciously Skilled
4 Stages of Learning (explained)
- Unconsciously Unskilled - inept & unaware of it. e.g. not playing sport, feel self-conscious & awkward, how much you don’t know.
- Consciously Unskilled - aware of how poorly we do something, shows how much more we need to learn. e.g. aware not able to play sport as well as others due to their practiced ability.
- Consciously Skilled - try the skill out, experiment, practice. Know how to do skill correctly, but need to think hard to perform. e.g. expending high level mental effort to perform, 2 steps forward 1 step back.
- Unconsciously Skilled - practice & apply new skills, arriving @stage they become easier, natural, & instinctive. e.g. have practiced, honed skills, automated w/out need for conscious thought.
two steps forward, one step back
rate of improvement is non-linear, can cause frustration, feels progress 2 steps forward 1 step back (consciously skilled [3] stage of learning)
for us to learn deeply, we need to transition thru 4 stages (process of learning)
Kolb
Learning Style Inventory (4)
- Concrete experience (feel)
- Reflective Observation (watch)
- Abstract Conceptualization (think)
- Active Experimentation (do)
- Diverger
(feel & watch) ability to view concrete situations from many points of view, approach prob. thru observation not action (teams)
- Assimilator
(think & watch) strengths in understanding wide range of info., concise/logical form (solo)
- Converger
(think & do) practical uses for ideas/theories, solve problems & make decisions based on finding solutions to que.’s/problems (solo)
- Accommodator
(feel & do) hands-on activities, rely on people for info. rather than technical analysis, carry out plans/experiments (teams)
E.A.P.
Employment Assistance Program, 1950’s, examine relationships between workplace factors & excessive drinking, established boundaries, interventions, and cost containment.
10 Factors: The {Respectful} Model
Religious (spiritual identity) - religion effects experiences, or no religion
Economic (class background) - roles influence development
Sexual (identity) - personal development, possible oppression effects self-worth
Psychological (maturity) - ability to respond to situation/environment in appropriate manner
Ethnic (cultural/racial identity) - influence on psychological development, within group different experiences
Chronological (developmental challenges) - physical, cognition, psychological, skill development in challenges in life
Trauma (other threats to one’s well-being) - stressful situations put individuals @risk for psychological dangers, ability to cope innefective
Family (history/Dynamics) - role in sense of self, ambition, prejudice, modern family diversification, less rigid, broad horizons
Unique (physical characteristics) - stress of dissatisfaction, up to counsellor to reflect on internalize neg. views/stereotypes
Location (of residence & language differences) - geological terrain, occupations avail., individuals possess various strengths/interests. Aware of stereotypes/biases w/different dialects, possible inaccurate assumptions
Sapir-Whorf Hypthesis
1929 Edward Sapir, then Benjamin Whorf (Whorfianism)
principle structure of language, affects speakers worldview/cognition, perceptions to spoken language
Intracultural
meaningful exchange between members of same social groups, similar cultural properties. Groups distinguished by race, ethnicity, tradition, values, religious faith, economic level, gender, age, traits, abilities.
Intercultural
verbal/nonverbal interaction between different cultural backgrounds. ‘Inter’ prefix means ‘between’=communication between cultures
Bill of Client Rights (10)
- treated w/respect
- freedom from harm
- dignity/independence
- quality services comply w/standards
- effective communication
- fully informed
- make informed choice/give informed consent
- to support
- respect of research/teaching
- to complain
Bill of Client Rights (10) [explained]
- treated w/respect - person first, needs, wishes, values, beliefs, experience, race, class, etc.
- freedom from harm - safe environment from all abuses, free from all discrimination/punishment etc.
- dignity/independence - promptly informed, private communication, confidentiality, contacts to services, finances, voting
- quality services comply w/standards - ethical, legal, fair, fully open access to all sorts services
- effective communication - interpreters, honest, open
- fully informed - diagnoses, options, treatments, medication, full access, records
- make informed choice/give informed consent - for all forms of treatment, all access on info., involved
- to support - social, familial, economic, religious, legal
- respect of research/teaching - decline any, informed consent, inc. all risks
- to complain - no retribution, inform all procedures, staff facilitate due process
6 C’s of Effective Communication
- Completeness - facts, figures, answer why, when, where
- Conciseness - short and sweet
- Clear - clarity, simple, easy to understand, use graphics
- Concrete - max. possible facts, min. assumptions
- Courteous - positive manner, no offense, polite, humble
- Correctness - best of knowledge, info. source reliable
French & Raven’s 5 Bases of Power
- Reward - perception of ability to reward
- Coercive - ability to punish
- Legitimate - right to tell another how to behave
- Expert - one has special knowledge
- Referent - identifies w/another
Kurt Lewin (3 leadership styles)
founder of Social Psychology
1. Authoritarian/Autocratic - Napoleon, Queen Elizabeth
2. Participative/Democratic - facilitators, social workers, arbitrators, group therapists
3. Delegative/Laissez-Faire - Warren Buffet, Steve Jobs
People-first Language
refer to person before behaviour/condition. Respect individuality, recognize characteristics. Labels dehumanize & create barriers to treatment.
4 Pillars Drug Strategy
first implemented in Europe 1990’s, then 2015 Middlesex-London, collab. w/community, process for long-term drug/alcohol strategy in communities. Solidified thru foundation of collaboration.
1. Prevention
2. Harm Reduction
3. Treatment
4. Enforcement
5 (6) Stages of Change
- Pre-contemplation - not considering change, unaware of problem
- Contemplation - awareness of problem, ambivalent about change
- Preparation - motivated to action, but not yet taken initiative
- Action - engages in action for purpose of bringing about change
- Maintenance - engages in behaviour to sustain change, abstinent 3-6mnths+
[6]. Termination - how/why relapse occurred, then move forward. No longer desire to past addictive behaviour. Prochaska & Norcross define 6th stage.
Myths of Stigma
- users are dangerous
- lawbreakers
- addiction is ‘lack of control’
- addicts have no self-esteem/will power
- addiction is moral failure
- stigma does no harm
Ethics of Social Services (11)
- maintain best interest of client, professional
- respect person’s worth in professional relationship
- carry out duties/obligations w/integrity/objectivity
- maintain competence in provision of social work w/clients
- not exploit relationship for personal benefit, gain, gratification
- protect confidentiality of all info. Disclose info. only w/consent or by law
- if engaged in other profession, affiliation, not allow outside interests to affect work
- not provide social work in manner that discredits profession or public’s trust
- advocate for conditions/policies consistent w/ Code of Ethics & Standard Practices
- promote excellence in respective profession
- advocate change in client’s best interest, society, environment, global community
Self-Stigma
internalizing social/structural stigma, take neg. messages about users, apply to themselves
Decoding
stereotypes
culture filters
ethnocentrism
emotions
value judgements
social cognition
Stigma
attribute/quality ‘significantly discredits’ individual in eyes of others. In medicine, stigma influenced by 2 main factors: cause, controllability.
Non-Stigmatized Language
- use ‘people-first’ language
- language that reflects medical nature of SUD & treatment
- language that promotes recovery
- avoid slang/idioms
Peripheral Listening
sound that surrounds you whilst walking down the street, does not demand focus or attention, still present.
Projective Listening
biased, disregarding other person’s views; take in certain info., but have differing views so don’t accept (take in) anything in contrast & selectively omit
