3.6 Presenting and responding

Speaking Skills to Enhance Understanding

1. Empowering Words:

   • Use denotative language for clarity and content and connotative language to convey feelings.

   • Avoid language that implies helplessness (e.g., "afflicted with" vs. "has").

   • Be descriptive rather than evaluative.

     • Example: Instead of "You’re always late," say, "You punched in late four times last week."

2. "I" Statements:

   • Useful for addressing emotional content and providing logical reasoning.

   • Example: "I feel frustrated when tools are not put away because it takes extra time to find them."

3. Paraphrasing:

   • Tool to ensure understanding of a client’s message.

   • Structure:

     • Stem: Begin with “It sounds like…”

     • Essence: Highlight the core of the message.

     • Key Words: Emphasize specific concerns.

     • Check Accuracy: Confirm with the client.

4. Summarizing:

   • Reinforces progress, clarifies key points, and ensures mutual understanding.

   • Example: “So far, we’ve discussed your concerns about returning to work and possible accommodations.”

Non-Verbal Communication

1. Importance:

   • Accounts for up to 93% of emotional content in communication.

   • Can reinforce, contradict, or substitute verbal messages.

2. Types of Non-Verbal Communication:

   • Movement & Gestures: Body posture, hand motions.

   • Eye Contact: Can convey interest or dominance; cultural interpretations vary.

   • Facial Expression: Smiles, frowns, raised eyebrows.

   • Vocal Cues: Tone, loudness, silence.

   • Space, Touch, and Appearance: Influence perceptions and comfort.

3. Attending Behaviors:

   • Actions indicating attention and value (e.g., leaning forward, nodding).

   • Be mindful of cultural differences in interpreting behaviors like eye contact or touch.

Environmental Influences

1. Privacy:

   • Ensure confidential discussions in private settings.

2. First Impressions:

   • Make the client feel comfortable to establish rapport.

3. Furniture Placement:

   • Avoid sitting behind a desk to promote open communication.

4. Comfortable Environment:

   • Minimize distractions, provide a welcoming atmosphere.

5. Support from Significant Others:

   • Involve key individuals when appropriate for client support.

Quiz: Test Your Knowledge

1. Fill in the Blank:

Paraphrasing involves using a stem, identifying the _______, emphasizing key words, and checking for _______.

2. True or False:

Using “afflicted with” instead of “has” is an example of empowering language.

3. Multiple Choice:

Which of the following is NOT an example of non-verbal communication?
a) Vocal tone
b) Eye contact
c) Explaining an idea verbally
d) Facial expressions

4. Matching:

Match the communication strategy with its purpose:
a) "I" Statements
b) Paraphrasing
c) Summarizing
d) Non-Verbal Communication

1. Clarifies and ensures understanding of a message.

2. Addresses emotional content and provides logical explanations.

3. Reinforces progress and ensures mutual agreement.

4. Conveys emotional content and supports verbal messages.

5. True or False:

Frequent eye contact is always interpreted as interest or attentiveness.

6. Short Answer:

List three ways the physical environment can affect the success of a vocational rehabilitation interview.

7. Multiple Choice:

Which of the following best demonstrates an attending behavior?
a) Interrupting to ask questions
b) Looking away frequently during a conversation
c) Leaning forward and nodding while listening
d) Crossing arms and leaning back

Answer Key

1. Essence; accuracy

2. False

3. c) Explaining an idea verbally

4. a) "I" Statements → 2

   • b) Paraphrasing → 1

   • c) Summarizing → 3

   • d) Non-Verbal Communication → 4

5. False

6. Examples:

   • Ensuring privacy.

   • Optimizing furniture placement.

   • Minimizing distractions.

7. c) Leaning forward and nodding while listening