1 / 43

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

mrinal
Download Presentation

Heart-to-Heart

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  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

More Related