Chapter 5: Connection Through Communication Flashcards
(73 cards)
1
Q
Lasswell’s model for communication: 5
A
who says what in which channel to whom with what effect
2
Q
who=
says what=
in which channel=
to whom=
with what effect=
A
who = communicator
says what = message
in which channel = medium
to whom - receiver
with what effect = effect
3
Q
the ability to identify with people and relate to them in a way that increases your influence with them
A
connection
4
Q
self trust (credibility) is built on 4 elements:
A
capabilities
integrity
results
intent
5
Q
- make and keep commitments to oneself
- stand for something
- be open
A
integrity
6
Q
- talents
- knowledge
- attitudes
- style
- skills
A
capabilities
7
Q
- a clear motive
- a sound agenda
- consistent behavior
A
intent
8
Q
- take responsibility
- finish strong
- expect to succees
A
results
9
Q
relationship -trust based on 3 elements:
A
character based behaviors
competency based behaviors
character and competency based behaviors
10
Q
5 character based behaviors:
A
be honest demonstrate repesct create transparency show loyalty right wrongs
11
Q
5 competency based behaviors:
A
deliver results get better confront reality clarify expectations practice accountability
12
Q
3 character and competency based behaviors:
A
listen first
keep commitments
extend trust
13
Q
D.I.S.C.
A
Dominant
Inspiring
Cautious
Supportive
14
Q
planning to communicate encoding - carefully constructed message choose best channel to send message decoding - interpret a message offering feedback
A
5 steps to communication
15
Q
_ type personality
fast paced task-oriented result oriented thrive on control want to know the "what" of the situation
A
Dominant
16
Q
_ type personality
avoid withdrawing assertive nonverbally assertive continuous eye contact avoid chit chat
A
Dominant
17
Q
_ type personality
outgoing people oriented fast speaker and mover, decision maker enjoy integrating and socializing want to know the "who" of the situation
A
Inspiring
18
Q
_ type personality
gently keep client focused
show enthusiasm
inquire about friends and family
A
Inspiring
19
Q
_ type personality
reserved people oriented enjoy helping others speak softly and slowly not comfortable with quick decisions want to know "how" of the situation
A
Supportive
20
Q
_ type personality
health coach makes decisions
ensure client’s feelings are considered fairly
avoid a loud, pushy approach
A
Suportive
21
Q
_ type personality
reserved task oriented want less emotion monotone voice want data want to know "why" of a situation
A
Cautious
22
Q
_ type personality
talk slowly
provide logic
A
Cautious
23
Q
Health Coach moving in a _ manner:
offering information
providing a challenge
making specific suggestions about what the client should be doing
A
Authoritative manner
24
Q
Authoritative approach: _
offer advice, guidance and information
offer direct suggestions for what clients can do to help themselves facilitate desired outcomes
A
prescriptive approach
25
Authoritative approach: _
the health coach offers his/her own experiences and point of view
Informative
26
Authoritative approach: _
mirror or reflect what the client has said
coach offers thoughts on what client said in a direct way
tell client what obstacles lie ahead
Confronting
27
Health Coach moving in a _ manner:
helping the client find his/her own solutions or decisions
Facilitative
28
Facilitative approach: _
coach helps client express emotions, fears, or thoughts that he/she has not previously confronted
must be 3 things:
Cathartic
empathetic
non-judgemental
good listener
29
Facilitative approach: _
ask questions to generate new solutions
create new options
must follow with: 4
Catalytic
active listening
mirroring
validating
empathizing
30
4 types of connections health coach should strive to make with clients:
visual - appearance, confidence
intellectual - confidence in knowing subject matter
attitude - positivity, say hello first
verbal - memorable, positive language
31
Facilitative approach: _
build confidence through empowerment, confidence and the client's own strengths
offer praise, support, commitment and admiration
supportive
32
6 elements of quality communication
```
clear
concise
correct
complete
courteous
constructive
```
33
Self-trust consists of: 3
integrity
intent
capabilities
34
% of message is spoken words
% of message is tone of voice
% of message is body language
7%
38%
55%
35
6 accepted facial expressions
```
happiness
sadness
disgust
surprise
Fear
Anger
```
36
eyes looking right/up
eyes looking left/up
guessing, fabricating or lying
recalling, retrieving facts or truthfulness
37
_ helps a client overcome ambivalence to change
motivational interviewing
38
Express empathy
Develop awareness of negative consequences
Roll with resistance
Support self efficacy
Avoid argumentation
5 core principles of motivational interviewing:
39
Of all the skills involved in communication _makes the most difference
Active listening
40
3 steps to active listening:
Mirroring
Validating
Empathy
41
_ refers to the ability to relate to people of various backgrounds
Cultural competence
42
Watchwords of motivational interviewing:3
Engaging
Guiding
Evoking
Respect the autonomy of the client
43
_ stage
```
Validate clients position
Discuss risk of not taking action
Raise awareness and need for change
Raise doubt
Increase perceptions of risks of not engaging in more healthful behavior
```
Precontemplation
44
_ stage
Validate lack of readiness
Encourage client to evaluate cost and benefits of lifestyle change
Identify new positive outcome expectations
Increase desire for change by exploring ambivalences
(Not taking sides on the clients positions)
Contemplation
45
_stage
Identify obstacles and assist with problem solving
Identify social support systems
Encourage client to take small steps
Explore a plan for overcoming obstacles
Preparation
46
_ stage
Focus on social support system
Bolster the clients self efficacy
Focus on long term benefits
Encourage “right size” steps and explore how the process is working
Action
47
_ stage
Help plan for continued support
Reinforce intrinsic motivation
Discuss how to cope with relapse
Focus on maintaining changes the client has made
Maintenance
48
Express empathy
Identify where the unhealthy lifestyle conflicts with clients desire to live a healthier life
Avoid resistance with empathy not confrontation
Confidence building
4 steps to motivational interviewing
49
the heart of effective communication is _ and the foundation is made up of_
listening
good questions
50
5 types of questions:
```
open ended
close ended
funnel questions
probing questions
leading questions
```
51
_ questions begin with WHY, WHAT AND HOW
"describe for me"
"tell me more"
"how can I help you"
open-ended questions
52
_ questions are used to check facts, confirm understanding or coming to a decision
*brings conversation to an end*
did you have DOMS"
"how did you feel about the workout"
close-ended questions
53
_questions begin with close ended questions and slowly move into open ended questions
*useful when coach wants to learn more detail about a client's specific concern
"were you able to stick to your eating plan"
"what was the most difficult obstacle sticking to the your plan?"
funnel questions
54
_questions begin with WHO, WHAT WHEN, WHERE AND WHY and coupled with the word "EXACTLY"
"what exactly do you mean"
"why exactly was that"
probing questions
55
_ questions seen in motivational interviewing encourage the client to move toward goals and embrace suggestions the health coach believes is worthwhile
leading questions (semi-directive)
56
OARS MODEL
O
ask open-ended questions
goal is for client to share thoughts and feelings
57
OARS MODEL
A
affirm the client's thinking
validate client's desires, needs and thinking
58
OARS MODEL
R
listen refelectively
rephrase or mirroring what the client says
59
OARS MODEL
S
summarize
health coach restates what the client says and means
60
#1 skill in communicating
active listening
61
3 steps to active listening;
mirroring
validating
empathy
62
verbal listening skill _
offering supportive comments
"well said, good point"
encouraging
63
verbal listening skill _
health coach synthesizes what was heard in 1-2 sentences
summarizing
64
verbal listening skill _
keeping the client's thoughts connected "and then or please continue"
linking
65
verbal listening skill _
opens the client's mind to another possibility based on what the coach believes makes sense based on the client's goals
explaining
66
verbal listening skill _
empathize the feeling the client expresses
key to motivational interviewing
involves speakers words, words listener hears, what the listeners thinks the speaker means and what the speaker actually means
reflecting
67
verbal listening skill _
refining understanding
"please correct me if I am wrong"
clarifying
68
verbal listening skill _
repeat words back to client to confirm correct understanding
"let me repeat back what you just said"
paraphrasing
69
the ability to and work effectively with people from different cultures
cultural competence
70
_is affected by the way people select, organize and evaluate stimuli
perception
71
3 steps to handling a disatisfied client
ask client to share their experience
validate the client's concern
respond with empathy
72
3 A's of high level health coach
available
affable - friendly, good natured
able
73
Crossed arms =
Biting lip=
Cracking knuckles=
Rubbing nose =
Crossed arms= defensive, closed not listening
Biting lip= tension
Cracking knuckles = comforting habit and attention seeking
Rubbing nose= may imply deception
