UNE OREH: Communication for RAs
Post on 24-Jun-2015
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COMMUNICATION
RA Training Fall 2014
Overview:
Setting the SceneNon-Verbals:
Eye-Contact Body Language Listening
Verbals: Asking Questions Reflecting & Paraphrasing
Messages Conveyed: Cues from ResidentsVerbals:
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
Non-Verbals: Body Language
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: 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
Good Not So Good
URL for above link: http://www.ted.com/talks/julian_treasure_5_ways_to_listen_better.html
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
Good Good, but…
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)
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?”
Good Not So Good
If you have questions about this information, bring them to training.
When you are ready, move on to the quiz!
That’s All
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