Lect 4 verbal skills3.pptx

7/30/2019 Lect 4 verbal skills3.pptx

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Communication skills

Lecture (4)

Verbal communication Skills


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Learning objectives

By the end of this lecture students will be able to:

Identify the types of verbal skills

Explain the purpose of each verbal skills

Differentiate between the types of questions Explain what normalizing skill is about

explain how to normalize emotional state, changing

behaviour, role and relationship


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Verbal skills

By using one or three words

By using many words


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Examples of verbal encouragements (1

3 words)

I see

I understand

I get it Thats clear

Uh-huh

I hear you

ok

Continue

Carry on

Well yes


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Verbal skills (using many words)

Paraphrasing /reflection of content

Reflection of feelings Checking understanding

Asking questions

Normalizing


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Paraphrasing

Paraphrasing is:

restating what the client/patient said in

different words in order to demonstrateattention and encourage him/her to

continue


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continue

Paraphrasing means to state in your

own words what the client said

without changing the meaning


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What is the importance of

paraphrasing?

It makes a person deeply appreciate

being heard Stops miscommunication

Makes you remember what was said


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2. Reflection of feelings

Refection of feelings is one of the mostimportant micro-skills. it is at the same

time similar to and different from

paraphrasing.

1. It is similar because it reflecting back

to the client information provided by

the client/patient


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Cont

2. It is different because it deals withemotional feelings, whereas,

paraphrasing deals with theinformation and thoughts that make

up the content of what the

client/patient is saying


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Feeling s are quite different from

thoughts

Thoughts:

Thoughts mill around in our brains. They

are at a head level

Feelings:

Feeling are to do with emotions. Feelings

are at a gut level not a head level and tieinto our physiological sensations


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Cont

For example:

a person who is feeling tenseemotionally may experience his tensionin his muscles, often in the neck orshoulder

An anxious person may have sweatypalms, an increase heart rate


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Clients/patients Feelings

Clients/patients usually avoid exploringtheir feelings, because they want to

avoid the feeling associated with strong

emotion such as :

Sadness

Despair

Anger and anxiety


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Cont.

It is better to encourage the client toexpress his feeling, rather than to talkabout his problem in general and to

experience the emotional effect of theproblem.

If the client/patient keep telling his

problem without express his feeling, thenhe will not feel better or reach resolution


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Cont

If the client get in touch with his feelings

then he will be able to move forward, feel

emotionally better, and then will be able

to make sensible decision for himself

Do not encourage the client/patient to run

away from his feelings, by saying to him :

Don

t cry, it will be alright

, because he

will never be so if he didnt release his

emotional pain


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Cont.

As a Nut./counsellor encourage thepatient/client to experience his/her

emotions:

To be sad

To cry

To be angry To shout

To be frightened


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By doing so you will help the patient /

client to gain from emotional release

and to move forward


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How to reflect feelings

Some times client need permission from

the counsellor to cry, so the counsellor can

reflect feeling as follow:

You are angry You are happy

I can see the tears in your eyes

You look sad today

Its OK to cry: Then the tears will start to

flow


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Cont

Do not comfort the patient /client in anyway or hand him tissues until theemotion cool down naturally

If you do so then the client willwithdrew his feelings, and will notexperience them fully, and the healing

effects of emotional release will bediminished


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Asking questions

Purpose: Further exploration of facts.

Help patient/ client to think moreabout the situation and perhaps find away of coping with them.

Help client/patient explain what s/he

already knows about his/herdisease/complain.


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To show our attempt to understand theperson and the problem s/he is trying toexplain.

Help communication process move on

Help patient / client identify problems.


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Asking questions

Open-ended questions are:

questions that cannot be answered

by a yes or no. Closed questions: are those that can

be answered by : yes or no


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Open ended questions

Permits a person to choose how to

respond and helps him to examine the

situation more carefully.

Invite a person to talk more

Allows a person to give opinions, ideas

etc.


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Points to remember when asking

questions

Use simple open ended questions andsimple language when structuring

questions.

Ask questions that are clear and easy tounderstand.

Ask one question at a time.

Use one question at a time.

Use ones key words in from a persons

answers to frame the next question.


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Answering questions

Sum total of ways in which a

doctor/counsellor responds to clients

inquiries in a way that is helpful to both

the client and counselor.


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Points to remember when answering

questions

Behind every question there is a story,it is helpful to find out why someonehas asked a particular question before

answering it. You do not have to beintorrogative.

Before answering, check that you have

understood the question by askingopen ended questions.

Use simple, clear language.


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Cont.

Only give accurate information.

Avoid jargon.

For some questions there are noanswers.

It is ok to say I dont know. Always

explain why.


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Checking understanding

Keeps you from being destructed

Check-out the accuracy of yourunderstanding

Conveys to the client/patient that you

are with him


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Normalization

Normalization is particularly useful andpowerful one if used correctly

Normalizing means to give the

client/patient a better understanding ofhis situation/condition so that can deal

more effectively with it, and thereafter

to be able to move forward.

Cont


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Cont.

Normalizing do the following:

It reduces the emotional state of thepatient / client

Reduces the anxiety of the patient /client

Tells the patient /client that his/ her

feelings are normal and appropriate for

some one who has such experiences/suffersfrom such diseases

Helps the patient / client to accept his/ her

feelings and to move forward


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Common errors in communication

Controlling

Judging

Moralizing Labeling

Non-acceptance of patient /clients

feelings

Advising


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Cont.

Interrogation

Encouraging dependence

Cajoling i.e. persuading the

client/client to accept the new behavior

by deceit or flattery

Documents

Lect 4 verbal skills3.pptx