TB Contact Investigation Interviewing Skills Course
Day 1: Communication Skills for Building Rapport during Contact Investigation Interviewing (39 slides)
Text Only Version
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1 | (Title Slide). Communication Skills for Building Rapport during ContactInvestigation Interviewing | ||||||||||||||||
2 | Learning Objectives
After this session, participants will be able to:
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3 | (Title Slide).Building Rapport | ||||||||||||||||
4 | Building Rapport
Building rapport is the key to a successful case/health care worker relationship What is Rapport? Definition:
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5 | How Do You Build Rapport?
Methods to build rapport [IMAGE: Two women and a man sitting at a table talking and drinking a beverage.] |
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6 | (Title Slide). Effective Communication Skills | ||||||||||||||||
7 | Effective Communication Skills
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8 | What is Active Listening?
Hearing what is said and paying attention to how it is said so the conversation can be adjusted to elicit the needed response Utilizing various verbal and nonverbal techniques |
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9 | What are Some Active Listening Techniques?
Paraphrasing and summarizing |
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10 | Active Listening Paraphrasing and Summarizing (1)What is paraphrasing and summarizing? Rewording or rephrasing a statement to Verify information Demonstrate engagement in the conversation |
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11 | Active Listening Paraphrasing and Summarizing (2)
How do you do it? |
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12 | Active Listening Paraphrasing and Summarizing Example (1)
Example 1: Case: “I am feeling very tired these days and the meds mess up my drug use. I don’t know if it’s all worth it.” How would you paraphrase this statement? |
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13 | Active Listening Paraphrasing and Summarizing Example (2)
Example 2: Case: “I can’t tell you the names of all my contacts. I just hang out at the pool hall; there is a guy we call Slim, another one named JD. ” How would you paraphrase this statement? |
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14 | Active Listening
Reflection (1)What is reflection?Putting words to a case or contact’s emotionalreactions |
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15 | Active Listening
Reflection (2)How do you do it? |
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16 | Active Listening
Reflection Example (1) Example 1:Case: “I’m feeling tired and this whole interview is making me nervous. YOU are asking me too many questions.”How would you reflect this statement? |
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17 | Active Listening
Reflection Example (2)Example 2:Case: “I don’t want an HIV test. I don’t want to know if I have AIDS. If there is nothing I can do about it, what’s the point in knowing?” How would you reflect this statement? |
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18 | Active Listening
Using SilenceHow can silence indicate you are actively listening?
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19 | Active Listening Exercise
Refer to Appendix I [IMAGE: Clipart of two people talking.] |
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20 | B. Using Appropriate Nonverbal Communication
Nonverbal communication Is an important aspect of building rapport |
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21 | Appropriate Nonverbal Communication for Interviewer
Eye contact [IMAGE: Clipart of various facial expressions.] |
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22 | [IMAGE: Table.]Interpreting Body Language
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23 | C. Using Appropriate Voice and Tone
Voice and tone Use natural volume and tone |
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24 | D. Communicate at Case or Contact’s Level
Avoid technical terms and jargon |
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25 | E. Give Factual Information
Correct misconceptions [IMAGE: Two women sitting on a couch, talking.] |
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26 | F. Use Reinforcement
Sincerely compliment or acknowledge the case after hearing intentions to use, or descriptions of, healthy behaviors Use smiles and affirmative nods and words |
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27 |
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28 | G. Summarize Conversation (2)
Give the case an opportunity to summarize the conversation, for example: |
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29 | (Title Slide) Communication Pitfalls[IMAGE: Clipart of a worried man looking down a hole.] | ||||||||||||||||
30 | Communication Pitfalls to Avoid (1)
Being defensive or distant |
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31 | Communication Pitfalls to Avoid (2)
Overpowering the case |
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32 | Group Discussion Barriers to CommunicatingWhat are some barriers to communicating with cases? What impact could they have on the interview? How can these be prevented or overcome? |
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33 | Assertive, Passive, and Aggressive Behavior[IMAGE: Clipart of two men boxing.] | ||||||||||||||||
34 | Assertive, Passive, or Aggressive Definitions
Assertive: to maintain one’s rights without compromising the rights of others |
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35 | Assertive, Passive, or Aggressive Examples (1)
Passive: “When you have an opportunity, it would be helpful to get the names of people you spent time with.” |
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36 | Assertive, Passive, or Aggressive Examples (2)
Passive: “That smoke really bothers me. I’ll go outside while you smoke in here.” |
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37 | Being Assertive
By being assertive with cases and others we are not only asserting our rights but also the rights of those not present – the contacts who may have been exposed to TB |
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38 | Assertive, Passive, or Aggressive Exercise
Refer to Appendix K [IMAGE: Clipart of two people talking.] |
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39 | Review
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