Interpersonal Communication 1st Year 2024 PDF

‫‪5/21/2024‬‬ ‫‪INTERPERSONAL‬‬ ‫‪COMMUNICATION‬‬ ‫ﻣﮭﺎرات اﻟﺘﻮاﺻﻞ اﻟﺸﺨﺼﻲ‬ ‫ا‪.‬د ﻋﻠﻲ ﻋﺑد اﻟرﺿﺎ اﺑو طﺣﯾن‬ ‫إﺳﺗﺷﺎري طب اﻷﺳرة‬ ‫ﻛﻠﯾﺔ اﻟطب – ﺟﺎﻣﻌﺔ ﻛرﺑﻼء‬ ‫‪1‬‬...

‫‪5/21/2024‬‬ ‫‪INTERPERSONAL‬‬ ‫‪COMMUNICATION‬‬ ‫ﻣﮭﺎرات اﻟﺘﻮاﺻﻞ اﻟﺸﺨﺼﻲ‬ ‫ا‪.‬د ﻋﻠﻲ ﻋﺑد اﻟرﺿﺎ اﺑو طﺣﯾن‬ ‫إﺳﺗﺷﺎري طب اﻷﺳرة‬ ‫ﻛﻠﯾﺔ اﻟطب – ﺟﺎﻣﻌﺔ ﻛرﺑﻼء‬ ‫‪1‬‬ ‫‪Objectives‬‬ ‫اھﺪاف اﻟﻤﺤﺎﺿﺮة‬ ‫‪ To know the principles, types and procedures‬‬ ‫‪of interpersonal communication (IPC).‬‬ ‫ ﻟﻣﻌرﻓﺔ ﻣﺑﺎدئ ﻋﻣﻠﯾﺔ اﻟﺗواﺻل‪ ،‬اﻻھﻣﯾﺔ ‪ ،‬اﻷﻧواع وﻋﻧﺎﺻر‬ ‫اﻟﺗواﺻل‬ ‫‪ To know factors that affect communication‬‬ ‫ ﻟﺗﺣدﯾد اﻟﻌواﻣل اﻟﺗﻲ ﺗؤﺛر ﻋﻠﻰ ﻋﻣﻠﯾﺔ اﻟﺗواﺻل‬ ‫‪ To identify some techniques to improve‬‬ ‫‪communication‬‬ ‫ﻟﻣﻌرﻓﺔ ﺑﻌض اﻟطرق واﻟﻣﮭﺎرات اﻟﺗﻲ ﺗﻌزز اﻟﺗواﺻل ‬ ‫‪2‬‬ ‫‪1‬‬  5/21/2024 3 Definition of Communication The process by which individuals exchange information, ideas, and/or feelings in order to produce an effect or reaction. ‫ ھﻲ اﻟﻌﻣﻠﯾﺔ اﻟﺗﻲ ﯾﺗم ﻣن ﺧﻼﻟﮭﺎ ارﺳﺎل‬:‫ﻋﻣﻠﯾﺔ اﻻﺗﺻﺎل‬ ‫ ﺑﮭدف ﺗﺑﺎدل‬، ‫واﺳﺗﻘﺑﺎل اﻟﻣﻌﻠوﻣﺎت ﺑﯾن ﺷﺧﺻﯾن او اﻛﺛر‬ ، ‫ اﻻﻓﻛﺎر او اﻟﻣﺷﺎﻋر ﻟﻐرض اﺣداث ﻧﺗﯾﺟﺔ‬، ‫اﻟﻣﻌﻠوﻣﺎت‬.‫او ﺗﺄﺛﯾر‬ 4 2  5/21/2024 ‫ﻣﻜﻮﻧﺎت اﻟﺘﻮاﺻﻞ‬ Elements of the Communication Process ‫ﻋﻨﺎﺻﺮ اﻟﺘﻮاﺻﻞ‬ The sender ‫اﻟﻣرﺳل‬ Idea ‫اﻟﻔﻛرة‬ Coding (Encoding) ‫اﻟﺗﺷﻔﯾر‬ Transmission ‫اﻟﻧﻘل‬ Communication Channels ‫ﻗﻧوات اﻟﺗواﺻل‬ The receiver ‫اﻟﻣﺳﺗﻠم‬ Reception ‫اﻻﺳﺗﻼم‬ Decoding ‫ﻓك اﻟﺷﻔرة‬ Idea/effect ‫ اﻟﺗﺄﺛﯾر‬، ‫اﻟﻔﻛرة‬ Feedback ‫اﻟﺗﻐذﯾﺔ اﻟراﺟﻌﺔ‬ 6 3 5/21/2024 8 4 5/21/2024 9 5  5/21/2024 Exercises Where the message lost (Nonverbal) https://www.youtube.com/watch?v=D- YHC8b6Hjk 11 Relationship between the elements of the communication process There is a sequential relationship between the elements. Obstacles of effective communication can arise at any of the elements An obstacle in any element will affect the elements that follow, reducing the effectiveness of the communication ‫ﺗوﺟد ﻋﻼﻗﺔ ﻣﺗﺗﺎﻟﯾﺔ ﺑﯾن اﻟﻌﻧﺎﺻر‬ ‫إن وﺟود أي ﻣﻌوق ﻓﻲ أي ﻣن اﻟﻌﻧﺎﺻر ﺳﯾؤﺛر ﻋﻠﻰ اﻟﺑﻘﯾﺔ‬.‫ﻣﻌوﻗﺎت اﻻﺗﺻﺎل ﻗد ﺗظﮭر ﺑﻌض اﻟﻣﻌوﻗﺎت ﻓﻲ طرﯾﻖ اﻻﺗﺻﺎل اﻟﻔﻌﺎل ﻓﻲ أي وﻗت‬ ‫ ﻓﮭذا ﯾﻘﻠل ﻣن ﻓﻌﺎﻟﯾﺔ اﻻﺗﺻﺎل‬،‫إذا ﺗﺄﺛر أي ﻣن اﻟﻌﻧﺎﺻر‬ 6  5/21/2024 Feedback reflects whether communication has been effective or not. The process is not static. The original sender becomes the receiver when getting feedback and the receiver becomes the sender when sending feedback The original sender reinforces the message and/or corrects when reacting to the feedback ‫ اﻟﺗﻐذﯾﺔ اﻻﺳﺗرﺟﺎﻋﯾﺔ ﺗﻌﻛس إذا ﻛﺎن اﻻﺗﺻﺎل ﻓﺎﻋﻼ أم ﻻ‬ ‫ ﻓﺎﻟﻣرﺳل اﻷﺻﻠﻲ ﯾﺻﺑﺢ ﻣﺳﺗﻘﺑﻼ ﻋﻧدﻣﺎ ﯾﺣﺻل ﻋﻠﻰ اﻟﺗﻐذﯾﺔ‬،‫ ھذه اﻟﻌﻣﻠﯾﺔ ﻟﯾﺳت ﺛﺎﺑﺗﺔ‬ ‫اﻻﺳﺗرﺟﺎﻋﯾﺔ واﻟﻣﺳﺗﻘﺑل ﯾﺻﺑﺢ ﻣرﺳﻼ ﻋﻧدﻣﺎ ﯾرﺳل اﻟﺗﻐذﯾﺔ اﻻﺳﺗرﺟﺎﻋﯾﺔ‬ ‫أو ﯾﺻﺣﺣﮭﺎ ﻋﻧدﻣﺎ ﯾﻛون ھﻧﺎك رد ﻓﻌل ﻟﻠﺗﻐذﯾﺔ‬/‫ ﯾﻌزز اﻟﻣرﺳل اﻷﺻﻠﻲ ﻣن اﻟرﺳﺎﻟﺔ و‬ ‫اﻻﺳﺗرﺟﺎﻋﯾﺔ‬ 7  5/21/2024 Types of communication A One way ‫اﻟﺗواﺻل ﺑﺎﺗﺟﺎه واﺣد‬ Two ways ‫اﻟﺗواﺻل ﺑﺎﺗﺟﺎھﯾن‬ ‫اﻟﺗواﺻل اﻟﺟﻣﺎﻋﻲ اﻟﻣﺷﺗرك‬ Collaborative Types of communication B Communication Non Verbal on social media verbal ‫اﻟﺗواﺻل اﻻﻟﻛﺗروﻧﻲ‬ ‫ﻋﺑر ﻣواﻗﻊ اﻟﺗواﺻل‬ ‫ﺗواﺻل ﻏﯾر‬ ‫ﺗواﺻل‬ ‫ﻟﻔظﻲ‬ ‫ﻟﻔظﻲ‬ 8 5/21/2024 Indirect non verbal 9  ‫‪5/21/2024‬‬ ‫ﻣﺎ ھﻲ اﻟﻌﻮاﻣﻞ اﻟﺘﻲ ﺗﺆﺛﺮ ﻋﻠﻰ ﻋﻤﺎﯾﺔ اﻟﺘﻮاﺻﻞ ؟‬ ‫‪19‬‬ ‫اﻟﻌﻮاﻣﻞ اﻟﻤﺆﺛﺮة ﻋﻠﻰ ﻋﻤﻠﯿﺔ اﻟﺘﻮاﺻﻞ‬ ‫‪1. Process:‬‬ ‫ﻧوع اﻟﺗواﺻل‬ ‫اﻟﺗواﺻل ﺑﺎﺗﺟﺎھﯾن اﻛﺛر ﻓﺎﻋﻠﯾﺔ ﻣن اﻟﺗواﺻل ﺑﺎﺗﺟﺎه واﺣد‬ ‫اﻟﺗرﻛﯾز ‪2. Focus‬‬ ‫اﻟﺗرﻛﯾز ‬ ‫ ﻟﻛﻲ ﯾﻛون اﻻﺗﺻﺎل ﻓﻌﺎل‪ ،‬ﯾﺟب أن ﯾﻌطﻲ اﻟﻣرﺳل‬ ‫واﻟﻣﺳﺗﻘﺑل اﻧﺗﺑﺎھﮭم اﻟﻛﺎﻣل‪.‬ﻋدم اﻻﻧﺗﺑﺎه ﻗد ﯾﻛون ﻣﺷﺗﺗﺎ‬ ‫وﯾؤدي إﻟﻰ ﻓﺷل اﻻﺗﺻﺎل‬ ‫اﻻﻧﺗﺑﺎه اﻟﺗﺎم‪ ،‬اﻻﺻﻐﺎء اﻟﻔﻌﺎل ‪Full attention‬‬ ‫اﻟﺗﺷﺗﯾت واﻟﻣﻘﺎطﻌﺔ ‪Distractions/ disruptions‬‬ ‫اﻟﺗواﺻل ﻋﺑر اﻟﻌﯾون ‪Eye to eye contact‬‬ ‫‪20‬‬ ‫‪10‬‬  ‫‪5/21/2024‬‬ ‫اﻟﺘﻮاﺻﻞ ‪3. Verbal and non-verbal‬‬ ‫اﻟﻠﻔﻈﻲ وﻏﯿﺮ اﻟﻠﻔﻈﻲ‬ ‫ اﻟﺗواﺻل اﻟﻠﻔظﻲ ‪ :‬ﺳرﻋﺔ اﻟﻛﻼم‪ ،‬اﻟﻠﻐﺔ اﻟﻣﺳﺗﺧدﻣﺔ ‪،‬‬ ‫اﻟﻠﮭﺟﺔ ‪، ،‬ﻣﺳﺗوى اﻟﻛﻼم‪ ،‬ﻧﺑرة اﻟﺻوت‪ ،‬اﻟﺻوت اﻻﺣﺎدي‬ ‫او اﻟرﺗﯾب)‪(monotonus‬‬ ‫ اﻟﺗواﺻل ﻏﯾر اﻟﻠﻔظﻲ‪ :‬ﻟﻐﺔ اﻟﺟﺳد‪ ،‬اﻟوﻗوف‪ ،‬اﻟﺟﻠوس‪. ،‬‬ ‫اﻟﺣرﻛﺎت‪ ،‬اﻻﯾﻣﺎءات ‪.‬وﺣﺗﻰ اﻟﻣﻼﺑس‪.‬‬ ‫ وﻗد ﯾﻧﻌﻛس ﻋﻠﻰ ﺣﺟم اﻟﺧط واﻟﻛﻠﻣﺎت اﻟﻣﺳﺗﺧدﻣﺔ او‬ ‫اﻟﺻور و اﻟرﻣوز ‪ smileys‬اﻟﻣﺳﺗﺧدﻣﺔ ﻓﻲ ﻣواﻗﻊ‬ ‫اﻟﺗواﺻل‬ ‫‪21‬‬ ‫اﻟﺑﯾﺋﺔ ‪/‬اﻟظروف ‪4. Environment/conditions:‬‬ ‫اﻟﺧﺻوﺻﯾﺔ ‪o Privacy ،‬‬ ‫اﻟﻣﻛﺎن‪ ،‬اﻟﻣﻘﺎﻋد ‪o Physical (place, seating…) ،‬‬ ‫اﻻﺿﺎءة‪ ،‬اﻟﺟو‪ ،‬اﻟﺿوﺿﺎء ‪ ،‬اﻟﻌدد‬ ‫اﻟوﺿﻊ اﻟﻌﺎم )‪o Psychological (pressures...‬‬ ‫واﻟﺿﻐوطﺎت اﻟﻧﻔﺳﯾﺔ واﻟﻣﺟﺗﻣﻌﯾﺔ‬ ‫‪5. Personal perceptions/values‬‬ ‫اﻟﺗﻘﺑﻼت اﻟﺷﺧﺻﯾﺔ ‪/‬اﻟﻘﯾم‪ ،‬اﻟﺗﻘﺎﻟﯾد واﻻﻋراف اﻻﺟﺗﻣﺎﻋﯾﺔ‬ ‫اﻟﺳﺎﺋدة‬ ‫ ﯾﻌﺗﺑر اﻻﺳﺗﻣﺎع إﻟﻰ اﻻﺳﺗﺟﺎﺑﺎت وﻣراﻗﺑﺔ ردود‬ ‫اﻷﻓﻌﺎل ﻷي ﺷﺧص ﺧﻼل اﻻﺗﺻﺎل ﻣﺳﺎﻟﺔ ﻣﮭﻣﺔ‪.‬ﻛن‬ ‫ﺣﺳﺎﺳﺎ‬ ‫‪22‬‬ ‫‪11‬‬  ‫‪5/21/2024‬‬ ‫اﻟﻮﻗﺖ واﻟﺘﻮﻗﯿﺖ ‪6. Time\ Timing‬‬ ‫اﻟوﻗت اﻟﻣﺗﺎح اﻟﻣﻣﻧوح ﻟﻠﺣدﯾث ﯾؤﺛر ﻋﻠﻰ ﻧﺗﯾﺟﺔ اﻟﺗواﺻل‬ ‫ ‬ ‫ﻟﻠطﺑﯾب وﻗت وﻟﻠﻣرﯾض وﻗت‬ ‫ ‬ ‫ﺗوﻗﯾت اﻟﻛﻼم وﺗوﻗﯾت طرح اﻟﺳؤال وﻏﯾره اﻣر ﺣﯾوي‬ ‫ ‬ ‫وھﺎم ﯾؤﺛر ﺳﻠﺑﺎ او ﻟﯾﺟﺎﺑﺎ ﻋﻠﻰ اﻟﺗواﺻل‪.‬‬ ‫»ﻛﺛرة اﻟﺣدﯾث ﺷﻲء‪ ،‬وﺣﺳن ﺗوﻗﯾﺗﮫ ﺷﻲء آﺧر«‬ ‫ ‬ ‫‪7. Distance\ facing‬‬ ‫اﻟﻤﺴﺎﻓﺔ‪ /‬اﻟﻤﻮاﺟﮭﺔ‬ ‫‪23‬‬ ‫ ﻗﺎل أﻣﯾر اﻟﻣؤﻣﻧﯾن ﻋﻠﻲ ﻋﻠﯾﮫ اﻟﺳﻼم‪:‬‬ ‫ﺳ ُن اﻟﻧِّ َظ ِﺎم‪َ ،‬و ﻓَ ِﮭ َﻣﮫُ‬ ‫ﺳ ُن ا ْﻟﻛ ََﻼ ِم َﻣﺎ َزاﻧَﮫُ ُﺣ ْ‬‫"أَﺣْ َ‬ ‫ ‬ ‫ﺎص َو ا ْﻟﻌَﺎ ﱡم“‬‫ا ْﻟ َﺧ ﱡ‬ ‫ﻟﻛل ﻣﻘﺎم ﻣﻘﺎل‬ ‫ ‬ ‫ﺧﯾر اﻟﻛﻼم ﻣﺎ ﻗل ودل‬ ‫ ‬ ‫ﻛﺛرة اﻟﺣدﯾث ﺷﻲء‪ ،‬وﺣﺳن ﺗوﻗﯾﺗﮫ ﺷﻲء آﺧر‬ ‫ ‬ ‫‪A good Communicator is a good‬‬ ‫ ‬ ‫‪Listener and a good Observer‬‬ ‫‪12‬‬  5/21/2024 ‫اﻻﺗﺼﺎل ﻏﯿﺮ اﻟﻠﻔﻈﻲ‬ ‫اﻻﺗﺻﺎل ﻏﯾر اﻟﻠﻔظﻲ ﯾﺷﻣل اﻷﻓﻌﺎل )وﻓﻲ ﺑﻌض اﻷﺣﯾﺎن ﻏﯾﺎب‬.‫اﻷﻓﻌﺎل( ﻓﻲ ﻛل أﺟزاء اﻟﺟﺳم‬ -70 ‫اﻻﺗﺻﺎل ﻏﯾر اﻟﻠﻔظﻲ ﯾﺷﻛل اﻟﺟزء اﻻﻛﺑر ﻣن اﻟﺗواﺻل‬ %90 ‫ اﻟﺗﻐﯾر ﻓﻲ اﻟﻣظﮭر‬،‫ ﺣرﻛﺎت اﻟﯾد‬،‫ اﻟﺟﻠﺳﺔ‬،‫ اﻟوﻗﻔﺔ‬،‫اﻟﺣرﻛﺎت‬ ‫ اﻟﻌﯾون اﻟﺦ‬،‫ اﻟﻠﻣس‬،‫ ﻣﺳﺗوى اﻟﻧﺷﺎط‬،‫ﻛﺎﺣﻣرار اﻟوﺟﮫ أو اﻟﺗﻌرق‬ ‫ ﻋﻠﻰ‬،‫ﺑﺈﻣﻛﺎن اﻟﺳﻠوك اﻟﻠﻔظﻲ ﻏﯾر اﻟﻣﺑﺎﺷر أن ﯾرﺳل رﺳﺎﻟﺔ ﻗوﯾﺔ‬ ‫ أﻣﺎﻛن ﺗواﺟد‬،‫ ﻛﯾف ﻧﻌﺗﻧﻲ ﺑﺻﺣﺗﻧﺎ‬،‫ ﻛﯾف ﻧﻠﺑس‬،‫ﺳﺑﯾل اﻟﻣﺛﺎل‬ ‫ ھل ﻧﺣن ﻣﻧظﻣﯾن أم ﻻ‬،‫ﻋواﺋﻠﻧﺎ‬.‫ اﻻﻟوان ( وﻏﯾره‬،‫ اﻻﺛﺎث‬، ‫ اﻟدﯾﻛور‬،‫ اﻟﺣﺟم‬،‫اﻟﻣﻛﺎن )اﻟﻧظﺎﻓﺔ‬ 25 Non-Verbal Communication Non-verbal communication includes the actions (or sometimes the lack of actions) of all parts of the body: for example, facial expressions, posture, hand gestures, changes in appearance such as blushing or sweating, activity level, touch, eyes etc. Indirect non-verbal behavior can also send a strong message, for example, how we dress, how we care for our own health, the spacing of our families, if we are organized or not, etc 13  5/21/2024 Non-Verbal Communication All forms of communications that do not use words: facial expressions, body language, gestures, etc. Plays an important role in interpersonal communication. Is often communicated without a person being aware of what they are communicating. Needs to be congruent with verbal communication. Providers need to be aware of their non-verbal communication and that of clients. Verbal and non-verbal Up to 90 % NV 14 5/21/2024 15 5/21/2024 32 16  ‫‪5/21/2024‬‬ ‫‪A Failure of communication can be‬‬ ‫‪as harmful to the patient as a Missed‬‬ ‫‪diagnosis or an Error of‬‬ ‫‪treatment.‬‬ ‫ﺿﺎرا‬ ‫ً‬ ‫اﻟﻔﺷل ﻓﻲ اﻟﺗواﺻل ﯾﻣﻛن أن ﯾﻛون‬ ‫ﻟﻠﻣرﯾض ك اﻟﻔﺷل ﻓﻲ اﻟﺗﺷﺧﯾص أو‬ ‫اﻟﺧطﺄ ﻓﻲ اﻟﻌﻼج‪.‬‬ ‫ﻧوﻋﯾﺔ وﺟودة اﻟﻌﻼﻗﺔ ﺑﯾن اﻟطﺑﯾب واﻟﻣرﯾض ھﻲ‬ ‫ ‬ ‫ﻋﻼﺟﯾﺔ ﻓﻲ ﺣد ذاﺗﮭﺎ‪.‬‬ ‫وﻧوع ھذه اﻟﻌﻼﻗﺔ ﺳﺗﻌزز أو ﺗردع اﻟﺛﻘﺔ ﻓﻲ رﻋﺎﯾﺔ‬ ‫ ‬ ‫اﻟطﺑﯾب واﻟﺗزام اﻟﻣرﯾض ﺑﺗوﺻﯾﺎت اﻟطﺑﯾب‪.‬‬ ‫‪ ٪30‬واﻛﺛر ﻣن أي ﺗﻐﯾﯾر ﻋﻼﺟﻲ ﯾﻌﺗﻣد ﻋﻠﻰ ﺟودة‬ ‫ ‬ ‫اﻟﻌﻼﻗﺔ ﺑﯾن اﻟطﺑﯾب واﻟﻣراﺟﻊ‬ ‫اﻟﺗﻌﺎطف)‪ (Rapport‬اﻟﻼزم ﻟﻠﻌﻼﻗﺔ ﯾﻌﺗﻣد ﻋﻠﻰ اﻟﺛﻘﺔ‬ ‫ ‬ ‫واﻟﺗﻌﺎون ﺑﯾن اﻟطﺑﯾب واﻟﻣرﯾض‪.‬‬ ‫‪17‬‬  ‫‪5/21/2024‬‬ ‫ﻛﯿﻒ ﯾﻤﻜﻨﻨﺎ ﺗﻌﺰﯾﺰ وﺗﻘﻮﯾﺔ ﻣﮭﺎرات اﻟﺘﻮاﺻﻞ ؟‬ ‫‪ -1‬اﻻﻧﺻﺎت اﻟﻔﻌﺎل او اﻟﻧﺷط ‪1- Active Listening‬‬ ‫)ﻛن ﻣﺳﺗﻣﻌﺎ ﺟﯾدا ﺗﻛن ﻣﺗﺣدﺛﺎ ﻟﺑﻘﺎ(‬ ‫ وھﻲ ﺗﻘﻧﯾﺔ اﺗﺻﺎل ﻗوﯾﺔ ﺗﺳﺎﻋدك ﻋﻠﻰ ﺳﻣﺎع اﻟﻣﻘﺎﺑل وﻓﮭﻣﮫ‬ ‫وﺗﻛﯾﯾف إﺟﺎﺑﺎﺗك ﺑﺷﻛل ﻣﻧﺎﺳب‪.‬‬ ‫ اﻻﺳﺗﻣﺎع ﻋﻧﺻر أﺳﺎﺳﻲ ﻷي ﻣﻘﺎﺑﻠﺔ ﻧﺎﺟﺣﺔ‪.‬‬ ‫ اﻷطﺑﺎء )ﻣن اﯾﺿﺎ؟( ‪ ،‬ﺑﺷﻛل ﻋﺎم ‪ ،‬ﻟﯾﺳوا ﻣﺳﺗﻣﻌﯾن ﺟﯾدﯾن؟؟‪.‬‬ ‫ﻛﺛﯾرا ﻣﺎ ﺗﺗم اﻟﻣﻘﺎطﻌﺔ واﻟﺗرﻛﯾز ﻗﻠﯾل ‪.‬‬ ‫‪36‬‬ ‫‪18‬‬  5/21/2024 Active Listening include Maintaining eye contact as culturally appropriate Being attentive (not doing other things at the same time [mobile - laptop]) Not interrupting Showing interest (by nodding, smiling, leaning toward client) Paraphrasing and summarizing 37 19  ‫‪5/21/2024‬‬ ‫ﺗﻜﻤﻠﺔ‬ ‫ﺗﻘﻨﯿﺎت ﺗﻄﻮﯾﺮ ﻣﮭﺎرات اﻻﺗﺼﺎل‪/‬‬ ‫‪ -2‬ﻛن ﺻﺑورا وﻻ ﺗﺗﺳرع‪ ،‬وﺗﻘﺑل اﻻراء‬ ‫‪ -3‬اﺳﺗﺧدم ﻟﻐﺔ ﻣﻔﮭوﻣﺔ ﻣن ﻗﺑل اﻟﻣراﺟﻊ )اﻟﻣﻘﺎﺑل(‬ ‫وﺗﻛﻠم ﺑﺳرﻋﺔ ﻣﻧﺎﺳﺑﺔ‬ ‫‪ -4‬اﻟﺗواﺻل ﻏﯾر اﻟﻠﻔظﻲ اﻟﻔﻌﺎل‬ ‫‪-5‬اﺳﺗﻌﻣﺎل وﺳﺎﺋل اﻹﯾﺿﺎح اﻟﻣرﺋﯾﺔ‪،‬‬ ‫وإﻋطﺎء أﻣﺛﻠﺔ إذا أﻣﻛن‬ ‫‪ -6‬اطﻠب ﻣن اﻟﻣراﺟﻊ )اﻟﻣﻘﺎﺑل( أن ﯾﻘوم ﺑﺈﻋﺎدة‬ ‫اﻹرﺷﺎدات واﻟﻣﻌﻠوﻣﺎت‬ ‫)‪Techniques to improve communication (cont.‬‬ ‫‪ -7‬اﺟﻌل ﻛﻼﻣك ﻣﻧﺗظﻣﺎ‪ ،‬ﻣﺗﺳﻠﺳﻼ ‪ ،‬ﻣﺗراﺑط‬ ‫ﻛﺎن ذﻟك ﻣﻣﻛﻧﺎ‬ ‫‪ -8‬ﺻﻎ ﻛﻼﻣك ﺑﺎﻟﺷﻛل اﻻﯾﺟﺎﺑﻲ ﻛﻠﻣﺎ‬ ‫‪ -9‬اﺳﺗﺧدم اﻟﻣدح واﻟﺗﻌزﯾز اﻻﯾﺟﺎﺑﻲ‬ ‫)ﻣﻔﺗوﺣﺔ‪،‬‬ ‫‪ -10‬اطرح اﻻﺳﺋﻠﺔ ﺑطرﯾﻘﺔ ﻣؤﺛرة وﻓﻌﺎﻟﺔ‪.‬‬ ‫ﻣﻐﻠﻘﺔ‪ ،‬ﻏﯾر ﻣﺑﺎﺷرة ‪ -‬اﺳﺗﻛﺷﺎﻓﯾﺔ(*‬ ‫‪ -11‬إﻋﺎدة اﻟﺻﯾﺎﻏﺔ و اﻟﺗﻠﺧﯾص‬ ‫‪20‬‬  5/21/2024 Techniques to improve communication 1- Active listening 2- Be patient and do not rush 3- Using language client will understand, and proper Pace 4- Use Effective non-verbal communication 5- Use of educational materials and aids and give examples. 6- Asking clients to repeat instructions or information Techniques to improve communication (cont.) 7- Be organized and connected 8- Articulate your words positively as possible, 9- Use Reinforcement (Positive/negative...) 10- Use of effective questioning technique 11- Paraphrasing/summarizing 21  5/21/2024 Paraphrasing/Summarizing Paraphrasing is repeating back to the client what you hear him/her say, using your own words. Summarizing is repeating back to the client what you heard, in shortened form. 22  5/21/2024 Feedback Its very important component. Start with positive point … always Better to start with thanks (as appropriate) Don’t be negative always. Constructive feedback Chose your words carefully. Sometimes its better to be not public (personal, in private). (‫)رﺣم ﷲ ﻣن أھدى اﻟﻲ ﻋﯾوﺑﻲ‬ «‫واﺣﭼﻲ‬ ‫ واﻛره‬- ‫»ﺣب واﺣﭼﻲ‬ 45 Feedback ‫اﻟﺘﻐﺬﯾﺔ اﻟﺮاﺟﻌﺔ‬.‫ﻋﻧﺻر ﻣﮭم ﺟدا ﻓﻲ اﻟﺗواﺻل‬. ‫اﺑدأ ﺑﻧﻘطﺔ إﯾﺟﺎﺑﯾﺔ‬ (‫ﺣﺎول داﺋﻣﺎ أن ﺗﺑدأ ﺑﺎﻟﺷﻛر او اطراء )ﺣﺳب اﻻﻗﺗﺿﺎء‬ **.‫ﻻ ﺗﻛن ﺳﻠﺑﯾًﺎ داﺋ ًﻣﺎ‬.‫اﺧﺗر ﻛﻠﻣﺎﺗك ﺑﻌﻧﺎﯾﺔ‬ ‫ﻓﻲ ﺑﻌض اﻷﺣﯾﺎن ﻣن اﻷﻓﺿل أﻻ ﺗﻛون اﻣﺎم اﻟﻣﻸ )ﺷﺧﺻﻲ‬ (‫ ﺧﺎص‬، (‫)رﺣم ﷲ ﻣن أھدى اﻟﻲ ﻋﯾوﺑﻲ‬ 46 23  ‫‪5/21/2024‬‬ ‫‪‬ﻷﺳﺋﻠﺔ اﻟﻣﻔﺗوﺣﺔ‪ :‬ﻣﺛﻼ "ﻛﯾف اﺳﺗطﯾﻊ ﻣﺳﺎﻋدﺗك؟" ·وﺗﻔﯾد ﻓﻲ‬ ‫‪ -‬ﻟﻠﺗﺷﺟﯾﻊ ﻋﻠﻰ اﻟﻣﺣﺎدﺛﺔ‬ ‫‪ -‬ﻟﺟﻣﻊ ﻟﻣﻌﻠوﻣﺎت أﻛﺛر‬ ‫‪ -‬ﻹﻋطﺎء اﻟﻧﺎس ﻓرﺻﺔ أﻛﺛر ﻟﻠﺗﻌﺑﯾر ﻋن ﻣﺷﺎﻋرھم‬ ‫‪‬اﻷﺳﺋﻠﺔ اﻟﻣﻐﻠﻘﺔ‪ :‬ﻋﻠﻰ ﻣﺛﻼ "ﻛم طﻔل ﻟدﯾك؟" · وﺗﻔﯾد ﻓﻲ‬ ‫‪ -‬ﻟﻠﺣﺻول ﻋﻠﻰ ﺟواب ﻣﺧﺗﺻر ﻟﻠﺣﻔﺎظ ﻋﻠﻰ اﻟوﻗت‬ ‫‪ -‬ﻟﻠﻣﺳﺎﻋدة ﻓﻲ اﻟﺗرﻛﯾز ﻋﻠﻰ اﻻﺳﺗﺟﺎﺑﺔ ﻟﻠﺳؤال‬ ‫‪ -‬ﻟﺗوﺿﯾﺢ اﻟﻣﻌﻠوﻣﺎت‬ ‫‪‬اﻷﺳﺋﻠﺔ اﻻﺳﺗﻛﺷﺎﻓﯾﺔ وﻏﯾر اﻟﻣﺑﺎﺷرة‪:‬‬ ‫ﻣﺛﻼ ‪" :‬ھل ﺗﺳﺗطﯾﻊ أن ﺗﺧﺑرﻧﻲ أﻛﺛر ﻋن ﻣﺷﺎﻛﻠك؟" · وﺗﺳﺗﻌﻣل‬ ‫‪ -‬ﻟﻠﺗﺷﺟﯾﻊ ﻋﻠﻰ إﻋطﺎء ﻣﻌﻠوﻣﺎت ﻣﻔﺻﻠﺔ‬ ‫‪ 47-‬ﻹﻋطﺎء ﻣﻌﻠوﻣﺎت أﻛﺛر دﻗﺔ ﻋن اﻟﻘﺿﺎﯾﺎ‬ ‫إﻋﺎدة اﻟﺼﯿﺎﻏﺔ‪ /‬اﻟﺘﻠﺨﯿﺺ‬ ‫ إﻋﺎدة اﻟﺻﯾﺎﻏﺔ‪ :‬ھﻲ إﻋﺎدة ﻣﺎ ﺳﻣﻌﺗﮫ ﻣن اﻟﻣراﺟﻊ‬ ‫إﻟﯾﮫ‪/‬إﻟﯾﮭﺎ وذﻟك ﺑﺎﺳﺗﺧدام أﺳﻠوﺑك اﻟﺧﺎص‪.‬‬ ‫ اﻟﺗﻠﺧﯾص او اﻻﯾﺟﺎز‪ :‬ھﻲ إﻋﺎدة ﻣﺎ ﺳﻣﻌﺗﮫ ﻣن اﻟﻣراﺟﻊ‬ ‫وﻟﻛن ﺑﺷﻛل ﻣﺧﺗﺻر‪.‬‬ ‫وﺗﺳﺎﻋد ھذه اﻟﺗﻘﻧﯾﺎت ﻓﻲ‪· :‬‬ ‫‪ -‬ﻟﻠﺗﺄﻛد ﻣن ﺻﺣﺔ ﻓﮭﻣك‬ ‫‪ -‬ﺗﺑﯾن ﺑﺄﻧك ﻣﺻﻐﻲ وﻣﮭﺗم‬ ‫‪ -‬ﺗوﺿﯾﺢ ﻣﺎ ﯾﻘوﻟﮫ اﻟﻣراﺟﻊ ﻟﺗﺣﺿﯾر رد ﻓﻌل ﻣﻧﺎﺳب‬ ‫‪ -‬إﻋﺎدة اﻟﺗرﻛﯾز ﻋﻠﻰ اﻟﺗﻐﯾﯾر او اﻟﺗﺑدل‬ ‫‪48‬‬ ‫‪24‬‬  ‫‪5/21/2024‬‬ ‫ ﻛل ﻣﺎ ﯾﻣﻛن أن ﯾﻘﺎل ﻗد ﻗﯾل وﻟﻛن ﻷن ﻻ أﺣد ﯾﺳﻣﻊ‬ ‫ﻓﯾﺗوﺟب ﻋﻠﯾﻧﺎ داﺋﻣﺎ أن ﻧﻌود وﻧﻌﯾد ﻣﺎ ﻗﯾل ﻣرات‬ ‫وﻣرات‬ ‫ ﻓﻲ اﻹﻋﺎدة اﻓﺎدة **‬ ‫‪49‬‬ ‫ان( )إﻧﱠﺎ([‬ ‫إن ﺷﺎء ﷲ( ) ْ‬ ‫إن« ]) ﱠ‬‫»اﻟﺣﻛﺎﯾﺔ ﻓﯾﮭﺎ ﱠ‬ ‫ ‬ ‫اﻟﺣﺳﭼﺔ ؟؟‬ ‫ ‬ ‫اﻟﺗواﺻل ﻓﻲ اﻟﻌراق؟؟‬ ‫ ‬ ‫اﻋرف ﻣﺟﺗﻣﻌك ‪..‬‬ ‫ ‬ ‫اﻟذﻛﺎء اﻟﻣﺟﺗﻣﻌﻲ‬ ‫ ‬ ‫اﻟﻣﺗﺣدث اﻟﺟﯾد ھو ﻣﺳﺗﻣﻊ ﺟﯾد وذو ﻓراﺳﺔ وﻟﯾس‬ ‫ ‬ ‫ﻣﺗﺣدث ﻓﻘط‪.‬‬ ‫اﻟرأي واﻟرأي اﻵﺧر‬ ‫ ‬ ‫‪50‬‬ ‫‪25‬‬  ‫‪5/21/2024‬‬ ‫ﻟﻛل ﻣﻘﺎم ﻣﻘﺎل‬ ‫ ‬ ‫ﻟﺳﺎﻧك ﺣﺻﺎﻧك ان ﺻﻧﺗﮫ ﺻﺎﻧك وان ھﻧﺗﮫ ھﺎﻧك‬ ‫ ‬ ‫إن ﻣن اﻟﺳﻛوت ﻣﺎ ھو أﺑﻠﻎ ﻣن اﻟﻛﻼم‬ ‫ ‬ ‫ﺧﯾر اﻟﻛﻼم ﻣﺎ ﻗل ودل‬ ‫ ‬ ‫إن أھم ﺷﻲء ﻓﻲ اﻻﺗﺻﺎل اﻟﻔ َﻌﺎل ھو أن ﺗﺳﻣﻊ ﻣﺎ ﻟم‬ ‫ ‬ ‫ﯾﻘﺎل‪.‬‬ ‫ﻛن ﻣﺳﺗﻣﻌﺎ ﺟﯾدا ﺗﻛن ﻣﺗﺣدﺛﺎ ﻟﺑﻘﺎ‬ ‫ ‬ ‫ﻛﺛرة اﻟﺣدﯾث ﺷﻲء‪ ،‬وﺣﺳن ﺗوﻗﯾﺗﮫ ﺷﻲء آﺧر‬ ‫ ‬ ‫ﺳﻧَﺔً‬ ‫ب ﱠ ُ ﻟَﮫُ َﺣ َ‬‫ﺳ َم ﻓِﻲ َو ْﺟ ِﮫ أ َ ِﺧﯾ ِﮫ ْاﻟ ُﻣؤْ ِﻣ ِن َﻛﺗ َ َ‬ ‫َﻣ ْن ﺗَﺑَ ﱠ‬ ‫ ‬ ‫»اﻟﺣﮕوگ ﯾﻧرادﻟﮭﺎ ﺣﻠوگ«‬ ‫ ‬ ‫‪51‬‬ ‫ﺗﺬﻛﺮ‬ ‫‪.1‬ﻛن ﻣﺳﺗﻣﻌﺎ ً ﺟﯾدا ً‬ ‫‪.2‬ﺗﺣدث ﺑوﺿوح وﺑﺳرﻋﺔ ﺟﯾدة‪.‬‬ ‫‪.3‬ﺗﺟﻧب اﻟﺗﺷﺗت‪.‬‬ ‫‪.4‬اﺳﺗﻣﻊ دون ﻣﻘﺎطﻌﺔ ﻗدر اﻻﻣﻛﺎن*‪.‬‬ ‫‪.5‬اﺣﺗرام اﻵﺧرﯾن وآراﺋﮭم‪.‬‬ ‫‪.6‬ﺗﻧﺑﮫ اﻟﻰ ﺗواﺻﻠك ﻏﯾر اﻟﻠﻔظﻲ ‪..‬‬ ‫‪.7‬ﻻ ﺗﻘﻠل ﻣن ﻗوة اﻻﺗﺻﺎل اﻟﺑﺻري‪.‬‬ ‫‪.8‬اﺑﺗﺳم‬ ‫‪26‬‬  5/21/2024 Thank you [email protected] 27