COUNTERPRODUCTIVE COMMUNICATION What Doesn’t Work Jacob Campbell, Ph.D. LICSW - Fall 2023 - SOWK 486 Heritage University
BIG BANG THEORY Fall 2023 - SOWK 486w Counterproductive Communication Jacob Campbell, Ph.D. LICSW at Heritage University
AGENDA ➤ Parts and best practices of verbal and nonverbal communication ➤ Re ective responding ➤ Barriers to communication fl Fall 2023 - SOWK 486w Counterproductive Communication Jacob Campbell, Ph.D. LICSW at Heritage University
VERBAL AND NONVERBAL BEHAVIOR Fall 2023 - SOWK 486w Counterproductive Communication Lie to Me Jacob Campbell, Ph.D. LICSW at Heritage University
VERBAL AND NONVERBAL BEHAVIOR Verbal Paraverbal Facial expressions (2) to eliminate nonverbal styles that hinder e ective communication (3) to sustain and perhaps increase desirable nonverbal behaviors ff Fall 2023 - SOWK 486w Attentive (1) to assess your repetitive nonverbal behaviors Listening 😨😯😬 Counterproductive Communication Eye contact Body positioning Jacob Campbell, Ph.D. LICSW at Heritage University
THE OPPOSITE OF TALKING ISN’T LISTENING. THE OPPOSITE OF TALKING IS WAITING. Fran Lebowitz Fall 2023 - SOWK 486w Counterproductive Communication Attentive Listening Jacob Campbell, Ph.D. LICSW at Heritage University
PSYCHOMOTOR BEHAVIOR (BODY POSITIONING/POSTURE) Relaxed Our posture and body positioning is important in thinking about is one way that we provide information to others. Open Closed Tense Fall 2023 - SOWK 486w Counterproductive Communication Jacob Campbell, Ph.D. LICSW at Heritage University
POSTURE Recommended Not Recommended ➤ ➤ ➤ ➤ ➤ ➤ ➤ Fall 2023 - SOWK 486w fi ➤ Arms and hands moderately expressive; appropriate gestures Body leaning slightly forward; attentive but relaxed fi ➤ Counterproductive Communication Rigid body position; arms tightly folded Body turned at an angle to client Fidgeting with hands Squirming or rocking in chair Leaning back or placing feet on desk Hand or ngers over mouth Pointing nger for emphasis (Hepworth et al., 2022) Jacob Campbell, Ph.D. LICSW at Heritage University
EYE CONTACT ➤ Eye contact is important in establishing rapport with clients ➤ It is important to remember that eye contact varies among di erent cultural backgrounds. Fall 2023 - SOWK 486w Moderate Eye Contact Counterproductive Communication Constant Eye Contact Jacob Campbell, Ph.D. LICSW at Heritage University ff No Eye Contact
FACIAL FEATURES Anger Disgust Fear Joy Sadness Surprise Fall 2023 - SOWK 486w Counterproductive Communication (Mizgajski & Morzy, 2019) Jacob Campbell, Ph.D. LICSW at Heritage University
FACIAL EXPRESSIONS Recommended Not Recommended ➤ ➤ ➤ ➤ ➤ Direct eye contact (except when culturally proscribed) Warmth and concern reflected in facial expression Eyes at same level as client’s Appropriately varied and animated facial expressions Mouth relaxed; occasional smiles ➤ ➤ ➤ ➤ ➤ ➤ ➤ Fall 2023 - SOWK 486w fi ➤ Avoidance of eye contact Staring or xating on person or object Lifting eyebrow critically Eye level higher or lower than client’s Nodding head excessively Yawning Frozen or rigid facial expressions Inappropriate slight smile Pursing or biting lips Counterproductive Communication (Hepworth et al., 2022) Jacob Campbell, Ph.D. LICSW at Heritage University
BODY POSITIONING Fall 2023 - SOWK 486w Counterproductive Communication 12’ + Public 4’ - 12’ Social 18”- 4’ Personal Intimate 0-18” Jacob Campbell, Ph.D. LICSW at Heritage University
PHYSICAL PROXIMITY Recommended ➤ Three to five feet between chairs Fall 2023 - SOWK 486w Not Recommended ➤ ➤ Counterproductive Communication Excessive closeness or distance Talking across desk or other barrier (Hepworth et al., 2022) Jacob Campbell, Ph.D. LICSW at Heritage University
PARAVERBAL COMMUNICATION Tone Fall 2023 - SOWK 486w Volume Counterproductive Communication Cadence Jacob Campbell, Ph.D. LICSW at Heritage University
TONE OF VOICE HOW CAN I HELP YOU Fall 2023 - SOWK 486w Counterproductive Communication Jacob Campbell, Ph.D. LICSW at Heritage University
TONE OF VOICE HOW CAN I HELP YOU Fall 2023 - SOWK 486w Counterproductive Communication Jacob Campbell, Ph.D. LICSW at Heritage University
TONE OF VOICE HOW CAN I HELP YOU Fall 2023 - SOWK 486w Counterproductive Communication Jacob Campbell, Ph.D. LICSW at Heritage University
TONE OF VOICE HOW CAN I HELP YOU Fall 2023 - SOWK 486w Counterproductive Communication Jacob Campbell, Ph.D. LICSW at Heritage University
TONE OF VOICE HOW CAN I HELP YOU Fall 2023 - SOWK 486w Counterproductive Communication Jacob Campbell, Ph.D. LICSW at Heritage University
VOICE Recommended Not Recommended ➤ ➤ ➤ ➤ ➤ ➤ ➤ Clearly audible but not loud Warmth in tone of voice Voice modulated to reflect nuances of feeling and emotional tone of client messages Moderate speech tempo ➤ ➤ ➤ ➤ ➤ ➤ ➤ Fall 2023 - SOWK 486w Mumbling or speaking inaudibly Monotonic voice Halting speech Frequent grammatical errors Prolonged silences Excessively animated speech Slow, rapid, or staccato speech Nervous laughter Consistent clearing of throat Speaking loudly Counterproductive Communication (Hepworth et al., 2022) Jacob Campbell, Ph.D. LICSW at Heritage University
VERBAL COMMUNICATION Barriers In Intent Lack of Clarity Vagueness Cultural Difference External Environment Noise and Distractions Divided Attention Other Concerns Biases Message Intent Fall 2023 - SOWK 486w In Impact Counterproductive Communication Impact (Kirst-Ashman and Hull, 2015) Jacob Campbell, Ph.D. LICSW at Heritage University
I am Home EXAMPLE OF SOMEBODY SHARING INTENSE FEELINGS From LaGravenese, R. (2007, January 5). Freedom Writers [Drama]. Paramount Pictures. Fall 2023 - SOWK 486w Counterproductive Communication Jacob Campbell, Ph.D. LICSW at Heritage University
DISCRETE VERBAL FOLLOWING SKILLS Reflection of Content Simple Re ections: which identify the emotions expressed by the client, are carried over from nondirective, client-centered counseling • Complex Re ections: go beyond what the client has directly stated or implied, adding substantial meaning or emphasis to convey a more complex picture • Reframing: is another form of adding content. Here, the social worker puts the client’s response in a di erent light beyond what the client had considered ff fl Reflection of Affect • Fall 2023 - SOWK 486w fl Reflection responses Counterproductive Communication Jacob Campbell, Ph.D. LICSW at Heritage University
Lorem Ipsum Dolor TWELVE COMMUNICATION ROADBLOCKS
TWELVE COMMUNICATION ROADBLOCKS 1. Ordering, directing, commanding 2. Warning, admonishing, threatening 3. Exhorting, moralizing, preaching 4. Advising and giving solutions or suggestions 5. Lecturing, teaching, giving logical arguments 6. Judging, criticizing, disagreeing, blaming Fall 2023 - SOWK 486w Counterproductive Communication (Gordon, 2003) Jacob Campbell, Ph.D. LICSW at Heritage University
TWELVE COMMUNICATION ROADBLOCKS 7. Praising, agreeing 8. Name calling, ridiculing, shaming 9. Interpreting, analyzing, diagnosing 10.Reassuring, sympathizing, consoling, supporting 11.Probing, questioning, interrogating 12.Withdrawing, distracting, humoring, diverting Fall 2023 - SOWK 486w Counterproductive Communication (Gordon, 2003) Jacob Campbell, Ph.D. LICSW at Heritage University
What counterproductive communication pattern you do How have you seen counterproductive communication impact a conversation A personal story about counterproductive communication in your life A way that you try to use positive communication patters in your life TWELVE COMMUNICATION ROADBLOCKS
INAPPROPRIATE INTERVIEWING TECHNIQUE BARRIERS ➤ Stacking questions ➤ Parroting or overusing certain phrases or clichés ➤ Asking leading questions Interrupting inappropriately or excessively ➤ Vague e usive positivity ➤ Dwelling on the remote past ➤ Dominating the interaction ➤ Tangential exploration ➤ Keeping discussion focused on safe topics ➤ Failing to be aware of implicit and cognitive bias ➤ Responding infrequently Fall 2023 - SOWK 486w ff ➤ Counterproductive Communication (Hepworth et al., 2022) Jacob Campbell, Ph.D. LICSW at Heritage University