RA Training Fall 2015

Communication

Overview:

- Setting the Scene- Non-Verbals:

-Eye-Contact-Body Language-Listening

- Verbals:-Asking Questions-Reflecting & Paraphrasing

-Messages Conveyed: Cues from Residents-Verbals:

-Confronting

Setting the Scene

• How will you set up your room?– Does the environment encourage or

discourage residents from stopping by and sharing with you?

– What do they see when they walk in your room?

– What does your room say about you?

Non-Verbals: Eye Contact

• Look at the resident while they are talking

• Maintain appropriate eye contact

• Watch for non-verbal cues the resident gives

• Watching TV while resident is talking to you

• Responding to texts or friends on Facebook

• Focusing on the resident’s unibrow instead of their eyes and the conversation

• Good • Not So Good

• Sit or stand facing the resident

• If sitting, lean toward them in your chair

• Unfold your arms and legs (open posture)

• Try not to fiddle with things in your hands

• Appropriate expressions to follow the conversation (nod, smile, frown, etc.)

• Facing your computer, leaving the resident talking to your back

• Slouching and leaning back in your chair

• Crossing your arms and legs (closed posture)

• Good • Not So Good

Non-Verbals: Body Language

• Good • Not So Good

Non-Verbals: Listening

• Listen for tone of voice and speech rate

• Listen to understand• Listen for where

silence happens in the conversation

• Check out TED Talks: Julian Treasure: 5 ways to listen better

• Listening to words but missing the affect or attitude behind the words

• Having the TV or music on in the background

URL for above link: http://www.ted.com/talks/julian_treasure_5_ways_to_listen_better.html

• Good • Good, but…

Verbals: Asking Questions

• Ask open questions for explanations:– Who, what, when,

where, why, how, what else

– i.e. “What happened?”• Ask closed questions for

specific information:– Do, is, are– i.e. “ Were you drinking

in your room tonight?”• Ask one question at a time

• Be careful with how you use why questions: they often put your listener on the defensive

• Good • Good, but…

Verbals: Summarizing & Paraphrasing

• When resident finishes, summarize and repeat back what they said– Shows you were

listening– Allows them to hear

their story concisely from an outside perspective

– Allows them to reflect on what they’ve said and correct any details you may have missed

• Be careful with your tone: try to remain neutral and unbiased in the conversation

Conveyed Messages:Verbal, Visual & Auditory Cues from Residents

• Residents will give you clues to how they are feeling through their tone of voice, body language , and facial expressions

• Sometimes, those clues don’t match their words and the things they are telling you

• Check out TED Talks: Pamela Meyer: How to spot a liar– The whole video is good, but for the purposes of this presentation:– Start at 9:39 min. & watch to 10:30; move to 11:38 min. & watch to 13:01

– URL for above link: http://www.ted.com/talks/pamela_meyer_how_to_spot_a_liar.html

Conveyed Messages:Verbal, Visual, & Auditory Cues from Residents

• Cues you may see from residents:– Resident focusing on the ceiling, floor, their hands or on

something else in their surroundings– Resident fidgeting or fiddling with something in their

hands– Resident’s facial expressions don’t match tone of voice

or actual content of conversation• i.e. Student talking about failing a test with a smile and

upbeat tones

• When these or others happen… – (hint: go to next slide)

• Cues you may see from residents:– Resident focusing on the ceiling,

floor, their hands or on something else in their surroundings

– Resident fidgeting or fiddling with something in their hands

– Resident’s facial expressions don’t match tone of voice or actual content of conversation• i.e. Student talking about failing a

test with a smile and upbeat tones

• When these or others happen… – (hint: go to next slide)

• Good • Not So Good

Verbals: Confronting

• Let the resident know when the things they say don’t line up with their body language– “So, you say your

day is going well, but you’re shaking and visibly upset. What’s going on?”

• “Hey, so, um, you look like crap. Wanna talk?”

• “No no, that’s not gonna cut it. You told me things were fine yesterday. What’s your deal?”

If you have questions about this information, bring them to training.

When you are ready, move on to the quiz!

That’s All!