Nonverbal Communication PDF

Nonverbal Communication Therapeutic Communication Skills NRS351 “The most important thing in communication is to hear what isn't being said.” Nonverbal communication Nonverbal Communication = Communication without words Nonverbal communication is a process of communication th...

Nonverbal Communication Therapeutic Communication Skills NRS351 “The most important thing in communication is to hear what isn't being said.” Nonverbal communication Nonverbal Communication = Communication without words Nonverbal communication is a process of communication through sending and receiving wordless messages. Non verbal massages can enhance or interfere with the verbal massage. Power of Nonverbal communication Nonverbal communication is the most powerful form of communication. More than voice or even words, nonverbal communication helps to create your image in others mind and even you can express your emotions and feelings in front of others, which you are unable to express in words. Nonverbal Communication Communication between healthcare professionals (HCPs) and their patients begins well before they actually say anything to each other. It occurs when the HCP observes the body language of the patient and even when the patient observes the body language of the HCP. Nonverbal communication, which may be unintentional, includes body movements, gestures, and facial expressions. Importance of Nonverbal Communication In fact, it is generally accepted that 70% of communication is nonverbal, 23% involves the tone of voice, and only 7% of communication occurs by the chosen words. Nonverbal communication provides a clue to a person’s inner thoughts and feelings, and this form of communication is particularly important in stressful situations, as a message of need is most likely to be sent nonverbally. Functions of Nonverbal Communication To provide information. To regulate interaction. To express or hide emotion and affect. To present an image. To express power and control. Types of non verbal communication 1. Kinesics. 2. Proxemics. 3. Haptics (touch). 4. Chronemics (time). 5. Artifacts(Dress, Belongings, etc.). 6. Vocalics or Paralanguage. 7. Environment. 1. Kinesics Kinesics is the interpretation of body motion communication such as facial expressions and gestures, nonverbal behavior related to movement of any part of the body or the body as a whole. A. Body language  B. Facial expressions The face is capable of conveying 250,000 expressions (Birdwhistle, 1970) Smiling increases sociability, likeability, and attraction (LaFrance & Hecht, 1995)  C. Eye contact People are more likely to comply when more eye contact is used. Eye contact conveys a sense of sincerity. Eye contact establishes a connection between persons.  D. Gestures Gestures include movements of the head, hands, eyes, and other body parts. May be involuntary or subconscious. Gestures may be used when speech is ineffective (e.g., a language barrier) or insufficient (e.g., complex content in the message).  Patients who are intubated and mechanically ventilated, are most likely to use head nods, mouthed words, and gestures as their primary methods of communication. Gestures may also be used to relieve stress (e.g., running one’s hand through one’s hair). Finally, gestures are used to regulate the flow of conversation.  Many gestures have common interpretations. “Positive” gestures may include. These are signs of acceptance, encouragement, appreciation, and friendliness. “Negative” gestures may include looking at one’s watch, rolling one’s eyes, and tapping one’s foot. These are signs of boredom and impatience.  E. Physical Appearance Facial expressions provide a rich source of information regarding emotions. Many facial expressions are biologically determined, universal, and learned similarly across cultures. More attractive people are judged to be happier, more intelligent, friendlier, stronger, and kinder and are thought to have better personalities, better jobs, and greater marital competence (Knapp, 1992)  F. Gaze (LOOKING) Is a form of communication and method for collecting information Basically it serves three function: Monitoring: Assessing how others appear Regulating: Using gaze to regulate the conversation such as indicating when it is the other person’s turn to speak Expressing feelings and emotions It is affected by mood E.g. depressed or sad people tend to look down. Health care provider should look at the patient but not 100% all the time. 2. Proxemics Proxemics: physical distance between people when they communicate) Territory and personal space Position posture  A. Territory and personal space Personal Space and Position. "Personal distance,” or about an arm’s length, between the medical assistant and the patient in.An eye-level position enables the HCP to maintain eye contact with their patient. Different cultures have different comfort levels of distance If invaded people will feel threatened or uncomfortable This invasion may create anxiety and feeling of loosing control. To reduce such anxiety: Treat the patient respectfully Allow the patient to exercise as much control over their surrounding as possible Recognize the patient’s need for privacy. Edward T. Hall’s 4 levels of distance Intimate: 6 to 18 inches(up to 1.5 feet) = (15-45 cm) personal: 18 inches (1.5 to 4 feet) = (45-120cm) social: 4 to 12 feet = (1,20 m-3,50 m) public: more than 12 feet (3,50 m -7,50 m) 1 feet = 30.48 centimeters 1 inch = 2.54 centimeters B. Position Face to face communication enhance patient’s understanding and satisfaction Leaning slightly toward the patient expresses warmth, caring, interest, acceptance, and trust. C. Posture Position of the body limbs and muscular tone. It reveals the patient's emotional status Health care providers should keep relax, open posture to show confidence, warmth, and friendly. 3. Touch (HAPTICS) Touching and being touched are essential to a healthy life. Touch can communicate power, empathy, understanding. Touch is a critical tool for examining, diagnosing, treating, or simply caring for the patient. Ease patient sense of isolation Decrease patient anxiety Demonstrate caring, empathy, and sincerity Offer reassurance, warmth, or comfort Enhance rapport‫قة‬N‫لعال‬NN‫ ا‬between HCP and patient  Touch guidelines Tell the patient when, where, and how use the form of touch that is appropriate. Use touch to supplement your verbal massage. Do not use touch that implies intimacy. Observe and assess the recipients response to the touch. The person who touches may be perceived as having enhanced status.  4. Chronemics (time) Chronemics refers to the study of how time affects communication. Time can be classified into several different categories, including biological, personal, physical, and cultural time. Biological time refers to the rhythms of living things. Personal time refers to the ways in which individuals experience time. Physical time refers to the fixed cycles of days, years, and seasons. Cultural time refers to how a large group of people view time.  5. Artifacts (‫قتنيات‬2‫)م‬ Include clothing, jewelry, personal belongings, accessories, etc. Communicate economic level, educational level, trustworthiness, social position, level of sophistication, economic background, social background, educational background, level of success, moral character, masculinity/femininity. Important part of first impressions. The situation governs appropriate dress.  6. Vocalics or Paralanguage Paralanguage is vocal cues that accompany language pitch ,habitual pitch, volume, rate, pauses, silence, and non fluencies (“um”s, “ah”s), etc. Studies have found that people who talk louder, faster, and more fluently are more persuasive‫قنعين‬N‫م‬  Deep voices are often viewed as more credible Powerless style of communication (pauses, umhs, uhs, tag questions) lowers perceptions of credibility 7. ENVIRONMENT What we surround ourselves with  Example: The way we decorate our house tells others a lot about us Nonverbal Signals Vary from culture to culture What does this symbol mean to you? The answer is: this sympole means In the United States it is a symbol for good job. In Germany the number one. In Japan the number five. In Ghana an insult. ‫ب‬NN‫س‬ In Malaysia the thumb is used to point rather than a finger. Improving Nonverbal Communication Skills When sending messages  Be conscious of nonverbal behavior  Be purposeful in use of non verbal  Make sure non verbal are not distracting  Match verbal and nonverbal communication  Adapt to the situation  When receiving messages  Don’t automatically assume.  Consider gender, culture and individual differences.  Pay attention to all aspects of nonverbal communication.  Use perception checking.  Proper interpretation of non verbal communication Congruency with verbal massages. Non verbal massages should be observed and interpreted correctly. HCP should make non judgmental observation of the patients' behavior. Ask for clarification. Offer an explanation or interpretation. Be mindful of your own nonverbal messages that may be conveyed to the patient. The most obvious non verbal messages conveyed by HCP is their appearance,then your facial expression. THANK YOU!