HCap 125 Flashcards
What does effective communications have in common?
Each person feels valued, respected and worthwhile
What is communication?
The act of transferring information from one place to another
Why do we communicate?
To survive/ to fulfill necessities
What is the transaction communication model?
Message
Sender. Receiver
Feedback
What are the 5 qualities of caring?
-openness
-empathy
-positiveness
-supportiveness
-equality
What are the four zones of space?
Intimate
Personal
Social
Public
What are some barriers that prevent effective communication?
-talking too fast
-jargon
-daydreaming
-outside barriers
-clothing
-generalization
What are the elements of effective communication?
-respect
-warmth
-empathy
-common courtesies
Why don’t we always communicate effectively?
Perception
Self concept
The roles we play
Motivation
Listening vs hearing
What are some bridges that encourage communication?
-listen carefully
-observe
-maintain silence
-touch
-respond appropriately
What are two type of communication?
-social conversation- the one that we do out of habit.
-supportive conversation- feelings can be discussed
What is perception?
An interpretation of an impression based on one’s understanding of something
What are the factors that influence what we select?
-environmental factors (intensity, repetition)
-physiological (sensory,physical health)
-psychological(motivation,training)
What is selection?
What we are paying attention to
What are the 3 parts of perception check?
Behaviour
Interpretation
Request for feedback
Why do we use perception check?
To be able to communicate more clearly and effectively
What is interpretation?
-attaching meaning to what is attending to selected and organized
What are the three type of perception we discussed?
-interpersonal
-passive
-active
How do we organize?
Imposing strict ion on our observations
What are the 3 “steps” to perception check?
-selection
-organization
-interpretation
What is organization?
-imposing structure on our observation
What is self esteem?
How you feel about the things you know about yourself, and how you evaluate who you are
What is self concept?
- the information side of things you know the facts about what you are like
What is attitude?
Lean predisposition to respond to a person, objects or idea in a favourable/unfavourable way
What are the three aspect of self esteem?
The private me- inner self
The ideal me- who we think we should be
The public me- the way we present ourselves to other
What is motivation?
-driven by need
What is openness?
-appropriate sharing of self
Why. Do we need to take risk?
-to learn and grow?
What are the qualities of healthy families posses?
-intimacy
-Honesty
-true caring
List three function of reminiscing
-produces feelings and emotions
-problem solve
-maintain self worth
Percentage of communication
35=verbal
65=nonverbal
Importances of nonverbal communications
-we spend a great deal of timer communicating nonverbally
-provides us with a great amount of information
-it is more trustworthy than verbal
-bolsters verbal communication
Types of nonverbal communication
Body orientation
Posture
Facial expression
Vocal factors
Clothing
Distance
Touch
What is conflict?
It is a serious disagreement or argument
What are the characteristics of conflict?
Both parties are aware of the conflict
Both parties see their goals as incompatible
I believe that resources are scares
Both parties in conflict need each other 
What are constructive approaches?
Problem oriented rather than providing other to be wrong
Using paraphrasing to understand others point of view
 what are examples of destructive approaches
 more concerned with depending on self than dealing with the problem
Failure to listen carefully to one another
What are desired outcomes when it comes to conflict
Win lose-what person gets what they want
Lose -loose-nobody wins
Win win -both parties win
What are the win-win problem solving steps
1 identify the problem
2 approach the other person to discuss it
3 make sure the other person understands it
4 try to understand the other’s point of view
5 think of a number of solutions
6 Evaluate the solutions.
What are 3 types of conflicts
1 pseudo conflict- lack of understanding/ misunderstanding of each other
2 simple conflict- differing ideas, perception
3 ego conflict- personal differences/ feel personality attacked/personalities clashed
What are 10 Commandments of good listening?
1 stop talking-you cannot listen if you were talking
2 put the talker at ease- help him or her feel free to talk
3 show him or her that you wanna listen- look and act interested?
4 remove distractions- don’t doodle tap, or shuffle papers
5 empathize with her or him- try to put yourself in their place so that you can see the persons point of view
6 be patient-allow plenty of time
7 hold your temper-and angry man gets the wrong meeting from words
8 go easy on the argument and criticism-this puts the person on the defensive
9 ask questions- this encourages the person and shows you are listening
10 stop talking-this is the first and the last because all other commandments depend on it
Define open minded
-allows for numerous responses from the person
-Encourage exploration of their thoughts and feelings limits
Define close minded
-Allows for limited responses only
-These taken control from the person, implying you have an answer
-Does not show respect or interest for the other person
Touch
A touch can often say as much as a lot of words
 what are two types of touch
1 task oriented
2 expressive, physical touch
What are the four touch zones?
1 intimate-perennial area
2 vulnerable-face, body, neck
3 consent required-mouth, wrist, feet
4 least sensitive or embarrassing to have a touch-hands, arms, shoulders back
What are the three steps on how to approach people with dementia?
1 visual-have a friendly look on your gesture with your hand indicating hi
Verbal- initiate the greetings and introduce yourself
Physical -take their hand and maintain hand, and under hand
Why don’t we listen?
-Gossiping
-Judging
-Complaining
-Excuses
-Negativity
What is preoccupation?-
-Personal concerns take priority
What is active listening?
-Listening to the total message and not making judgements
What are the steps to active listening?
Listening with an attentive, receptive body in mind
Replying in a manner that indicates that you have understood what the speaker intended
Define paraphrasing
-translating into your own words
-Modify what he said
-Explain what you understand in your own words
What are the appropriate times to paraphrase
-before you argue or criticize
-When a person is having a hard time expressing themselves
-When a person has strong feelings about something
-When someone is speaking and
What are the inappropriate times to paraphrase
-You’re not open up to be accepting
-If you do not trust the person to find their own solution
-If you feel pressured or hassled
How to listen with empathy
-use attending skills
-Watch for nonverbal communication cues
-Listen closely to what is being said
-Try to grab the content and feeling of a message
-Reply by describing the conflict and the feelings you have received from the person
-Keep listening
Want to listen with empathy
-you want to build trust and caring in relationships
-Do you want to help other person to understand themselves?, Feelings, and attitude.
-You find it difficult to understand another person’s Meaning
-Your ideas and the idea of the other person are different
-Do you want the other person to know that you respect and care for him or her as a worthwhile human being
Why empathetic listening works
-The other person said the pace
-Because empathetic listening is non-judgmental, the other person is completely free to be natural
-The other person gets more understanding
-It keeps you out of trouble
Define feeling stoppers
A message sent in response to another person,s communication, which tend to block or stop the further expression of that person’s need to share his or her experiences
What are the types of feeling stoppers?
-stereotyping
-Reassuring
-Moralizing
-Blaming
-Criticizing
-Shaming
-Advising
