Communication Skills: Congruence between Verbal and Nonverbal Messages

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12 Questions

What may happen if the receiver senses incongruence between verbal and nonverbal messages?

The receiver is confused about the true message intended

What is an example of incongruent messages?

A patient cries after receiving a prescription for a tranquilliser

What should a sender be aware of to avoid incongruence?

Both the verbal and nonverbal messages

What should a receiver do if they sense incongruence between verbal and nonverbal messages?

Point out the inconsistency to the sender

What is the result of people basing their interpretation of messages on a variety of factors?

Consistent interpretation of messages

What is the purpose of being aware of nonverbal messages in communication?

To avoid confusion and ensure clear communication

What is the final message in a communication process?

What the receiver perceives was said

Why did the mother interpret the message incorrectly in the antibiotic prescription scenario?

Because the mother had a different background and experience

What is a key to preventing misunderstanding in communication?

Anticipating how other people may translate the message

Why is it important to ask questions to determine the receiver's perceptions?

To determine the receiver's experience with a particular drug

What can influence how a person assigns meaning to a message?

Their background, values, and experiences

How can the communication process be improved?

By remembering that people assign meanings to messages based on their background, values, and experiences

Study Notes

Congruence Between Verbal and Nonverbal Messages

  • Incongruence between verbal and nonverbal messages can lead to unclear or confusing communication, causing the receiver to question the true message intended by the sender.
  • Examples of incongruent messages include:
    • A red-faced agitated patron claiming to not be angry, while their nonverbal cues suggest otherwise.
    • A disappointed pharmacist saying they're fine, despite appearing upset.
    • A patient crying while claiming everything is okay.

Preventing Misunderstanding

  • Misinterpretation of messages can occur due to varying definitions and perceptions of words, symbols, and nonverbal elements used by the sender.
  • The final message is not what is said, but what the receiver perceives was said.
  • To clarify meaning, messages can be rearranged or reworded, such as reordering phrases or rephrasing sentences.
  • Minimizing misunderstandings requires considering the receiver's background, values, and experiences, which may influence their interpretation of the message.
  • Anticipating how others may translate the message and asking targeted questions can help prevent misunderstandings, such as:
    • Have you been on this medication before?
    • What have you heard about this medication?
    • How do you feel about taking this medication?

Test your understanding of effective communication by identifying congruent and incongruent messages. Learn how to ensure consistency between verbal and nonverbal cues to convey a clear message. This quiz focuses on the importance of aligning words and actions in communication.

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