05-溝通感悟(存儲(chǔ)版)
【正文】 接受者,信息因素,環(huán)境因素,溝通技巧因素,2024/11/16,35,影響有效溝通的因素,個(gè)人因素信息的發(fā)出者和接受者,生理因素: 雙方的年齡、是否疲勞狀態(tài)或疼痛 情緒狀態(tài)：情緒是否穩(wěn)定、輕松自如，是否有 高壓力、憤怒、興奮等 知識(shí)水平：文化程度的差異、對(duì)語(yǔ)言的理解 社會(huì)背景：文化背景的差異、信仰 、價(jià)值觀 其他：個(gè)性特征、自我形象、主觀能動(dòng)性,2024/11/16,36,2024/11/16,37,2024/11/16,38,2024/11/16,39,Perception,2024/11/16,40,Perception,2024/11/16,41,Perception,2024/11/16,42,Perception,2024/11/16,43,Perception,2024/11/16,44,影響有效溝通的因素,信息因素,信息本身是否清楚、完整、組織有序 語(yǔ)言和非語(yǔ)言信息是否相互矛盾 能否被接受者所了解和接受,2024/11/16,45,影響有效溝通的因素,環(huán)境因素,物理環(huán)境：包括光線、溫度、噪音、整潔度、 隱蔽性 舒適、安全、安靜整潔的環(huán)境有 利于溝通 社會(huì)環(huán)境：周?chē)臍夥?、人際關(guān)系、溝通距離等,2024/11/16,46,影響有效溝通的因素,溝通技巧因素,改變?cè)掝} 主觀判斷或匆忙下結(jié)論 虛假 、不恰當(dāng)?shù)陌参?針對(duì)性不強(qiáng)的解釋,2024/11/16,47,影響因素,溝通地點(diǎn)吵鬧的環(huán)境、打擾電話,第三者介入有時(shí)候談話需要私人空間,時(shí)間的壓力有時(shí)需要給病人足夠的時(shí)間,2024/11/16,48,影響信息發(fā)出者的因素,隱藏信息（病人沒(méi)有完全告訴信息） 病人過(guò)度緊張不能很好交流 語(yǔ)言障礙 非語(yǔ)言和語(yǔ)言交流的矛盾（即言行不一致）,2024/11/16,49,影響接收者的因素,知識(shí)和經(jīng)歷 情感 注意力 概念、道德觀、價(jià)值觀及文化 動(dòng)機(jī) 情緒 身體狀態(tài) 防御機(jī)制（有時(shí)信息可能傷害接受者 導(dǎo)致接收者不愿傾聽(tīng)）,2024/11/16,50,接收不完整的信息 急于理解和作出反應(yīng) 把事實(shí)一般化 偏見(jiàn) 呆板 太夸張 認(rèn)同 過(guò)于自信 個(gè)人道德觀,錯(cuò)誤的解釋,2024/11/16,51,如何防止觀察和分析錯(cuò)誤,最重要的是你要預(yù)見(jiàn)各種影響你的因素 在給出你的解釋之前，注意聽(tīng)、觀察和收集資料 避免常犯的錯(cuò)誤 試著去糾正錯(cuò)誤，不要害怕別人指出你的錯(cuò)誤,2024/11/16,52,非語(yǔ)言行為,非語(yǔ)言行為的功能,表達(dá)態(tài)度、情感 調(diào)節(jié)互動(dòng) 代替或驗(yàn)證語(yǔ)言信息 維護(hù)自我形象 表示人際關(guān)系的狀態(tài) 可能與語(yǔ)言交流相矛盾,2024/11/16,53,Nonverbal Communication,Gestures Body movements Physical appearance,2024/11/16,54,Posture and Gait,What is the person telling you?,2024/11/16,55,NonVerbal Communication,2024/11/16,56,Hand Movements amp?！?2024/11/16,10,飯卡丟了怎么辦？,據(jù)報(bào)載，北方某大學(xué)一名新生由于自理能力太差，又不善于溝通，丟了銀行卡后沒(méi)錢(qián)吃飯餓著肚子挺了一周，實(shí)在堅(jiān)持不住才給遠(yuǎn)在南方的父母打電話求救。 it’s not a big deal Therapeutic Response That seems like a very difficult problem for you That sounds pretty important for you to deal with,2024/11/16,85,Offering advice,Nontherapeutic Response I think you should put your mother into a nursing home In my opinion, it would be wise to Why don’t you do like The best solution is Therapeutic Response What do you think you should do? There can be several alternativesLet’s talk about some. However, the final decision must be yours. I will listen to your problem and help you see it clearly, we can develop pros and cons list that may assist you in solving the problem,2024/11/16,86,Giving literal responses,Nontherapeutic Response C: The TV is talking to me N: what is it saying to you? C: There is nuclear power coming through the air duces N: I’ll turn off the air conditioner for a while Therapeutic Response N: The TV is on for everyone N: There is cool air blowing from the vents. It is the air conditioner system,2024/11/16,87,Changing the subject,Nontherapeutic Response C: My mother always put me down N: That’s
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