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Heart-to-Heart

Heart-to-Heart. HAS 3230. Empathy Begins Inside. Sensing what others feel Self awareness No sensitivity = people are “off”. A Subtle Dance. Communication pattern Partners mimic - entrainment Social skills = wait and watch. Understanding Others. Emotional cues Listen well

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Heart-to-Heart

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  1. Heart-to-Heart HAS 3230

  2. Empathy Begins Inside • Sensing what others feel • Self awareness • No sensitivity = people are “off”

  3. A Subtle Dance • Communication pattern • Partners mimic - entrainment • Social skills = wait and watch

  4. Understanding Others • Emotional cues • Listen well • Show sensitivity • Help based on others needs and feelings

  5. Art of listening • Ear of empathy • Active listening

  6. Pseudoempathy • Manipulation • Natural safeguards

  7. Empathy Avoidance • Tempering empathy • Head without the heart???

  8. Empathy Distress • “Catch” another upsets • Upset that someone is in pain • Health providers toughen themselves

  9. Service Orientation • Understand customer’s needs • Increase satisfaction • Offer assistance • Grasp customer’s perspective

  10. Service Orientation • Top performers transcend others • Monitor satisfaction of customers • “Salespeople” empathize at the outset • Make and keep a customer

  11. Leveraging Diversity • Respect and relate well • Understand diverse views • See diversity as an opportunity • Challenge bias and intolerance

  12. Stereotypes • Calling attention to group affiliation • Cripple work performance • “Stereotype threat”

  13. Success Through Others • Every group has its norms for expressing emotion • The goal is to be competitively different, diverse

  14. Political Awareness • Read power relationships • Detect social networks • Understand those who shape views • Read realities

  15. Political Awareness • Outstanding performers share this ability • Distance, objectivity • “Political animals” • Disdain is bad politics

  16. Diversity • Primary characteristics • Secondary characteristics

  17. Basic Dimensions of Cross-Cultural Adaptation • Personal communication • Host social communication • Host environment • Predisposition • Adaptation outcomes

  18. What is the danger of ethnocentrism in health care?

  19. More definitions • Beliefs • Values • Attitudes • Social organization • Stigma

  20. Contexting • High and low context

  21. How should we approach our patients?

  22. What programs would you set up to provide for this concern?

  23. Inter-professional Relationships • Education • Career patterns • Jargon and semantic differences • Class • Gender and race • Value and focuses • Professional isolation

  24. How does this apply to work place?

  25. Four needs of communication • The need to feel listened to… • The need to feel understood • The need to know the other person’s opinion • The need for closure

  26. Communication with heart • Body • Mind • Heart • Shadow

  27. Communication with heart (cont) • Dissonant messages • Mixed messages

  28. Active Listening • Eye contact • Body language, facial expression • Verbal acknowledgement • Paraphrasing

  29. I know that you believe you understand what you think I said, but I am not sure you realize that what you heard is not what I meant.

  30. “I”, “You”, “We”, “It” • “I” – ourselves • “You” – the person to whom “I” is speaking • “We” – speaker and listener • “It” – the activity

  31. Noise • Language • Assumptions • Hidden agendas • Emotion • Culture

  32. Reducing Noise • Monitor, be aware • Challenge assumptions • Probe for hidden agendas • Address the problem

  33. Questioning • Directing and focusing • Clarifying and probing • Encouraging participation • Facilitating a meeting • Building relationships • Stimulating creativity

  34. Developing Insight

  35. Rules about questioning • Don’t ask unless you want to know • Tell them why you’re asking • Ask in the positive • Avoid assumptive questions • One question per question • Know what kind to ask • Wait for answer – be silent

  36. Handling Responses • Listen carefully • Summarize • Reinforce contributions • Give partial credit • Acknowledge their effort

  37. Responding • Listen carefully • Repeat or restate • Be brief and direct • Simplify multiple questions • Defer or deflect

  38. Johari Window Iknow Idon’tknow Blind Spot Others know Arena Others don’t know Facade Unknown (no feedback)

  39. Giving feedback • Know why you’re giving it • Know when to give feedback • Describe behaviors • Speak for yourself

  40. Giving feedback outline… • Observation • Effect on me or outcome • Pause • Suggestion or question

  41. Receiving feedback • Be receptive • Listen carefully • Control physiological responses • Don’t argue or defend

  42. Receiving feedback (cont) • Probe for understanding • Acknowledge the other person’s perceptions • Process and act

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