Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Client
Communication Components
Sender
Message
Receiver
Feedback
Verbal Communication
Word Choice
Organization
Timing
Paraphrasing
Direct Questions
Open-Ended Questions
Indirect Statements
Clarifying
Focusing
Barriers to Communication
Sensory impairments
Changing the subject
Giving your opinion
Excessive talking
Failing to listen
Giving “pat” answers
Defense mechanisms
The Angry Client
Remain calm.
Allow the client to vent.
Show empathy.
Identify needs and wants.
Seek a solution or alternatives.
Follow through on commitment.
Communication
93% NONVERBAL
7% Verbal—Words used
38% Vocal—Tone, rate,
and volume used
55% Visual—Sender’s
appearance when saying
it
Nonverbal message reveals…
Smile
Frown
Raised eyebrow
Squint
Stare without smiling
Open mouth
Clenched teeth
Pout or grimace
Eye Contact
Duration
Direction
Quality
Gestures
Handshake
Raised hand
Clenched fist
Hand with palm down
Hand with palm up
Hand with palm out
Finger pointing
Wave or salute
Space
Status
Culture
Age & Gender
Subject Matter
Regard
Touch
Positive
Playful
Control
Ritual
Task-related
Posture & Movement
Shoulders
Spine
Head
Hips
Feet
Sound
Volume
Pitch
Tone
Rate
Quality
Nonverbal Utterances
Silence