Communication: The "Heart" of Listening
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Transcript of Communication: The "Heart" of Listening
COMMUNICATION SKILLS FOR MODERN-DAY DOCTORS
AS LECTURED BY BIEN ELI NILLOS, MDFAMILY AND COMMUNITY MEDICINE
UNIVERSITY OF SAINT LA SALLE
The “Heart” of Listening
Communication Cycle
Receives Information (Hears)
Process Information (Listens)
Relays Feedback
Receives and
Process Informatio
n(Listens)
Sends Informatio
n or Feedback
Let’s take a test first
Choose two per number
Quadrant One
Quadrant Two
Quadrant Three
Quadrant Four
Quadrant Two
Quadrant Three
Quadrant Four
THINKING/PLANNING
ASKS FOR: Data Information Facts
FOCUSED ON: Process Task Goal Doing things the right
way
UNDER STRESS: Avoids
NEEDS/LIKES: Logical thinking Documentation Rational Approach Careful Planning
Quadrant One
Quadrant Three
Quadrant Four
DOING/DIRECTING
TELLS ABOUT: Progress to goals Actions required Solutions to problems
FOCUSED ON: Task Goal Winning/being
successful Making things happen
UNDER STRESS: Becomes autocratic
and tells
NEEDS/LIKES: Options Flexibility Directness Conciseness
Quadrant One
Quadrant Two
Quadrant Four
SUPPORTING/COLLABORATING
ASKS FOR: Information, re: others’
skills/interests Input Feedback
FOCUSED ON: People Relationships Collaborations How situations “feel”
UNDER STRESS: Acquiesces or yields
NEEDS/LIKES: Friendliness Participation Inclusion Involvement
Quadrant One
Quadrant Two
Quadrant Three
VISIONING/CREATING
TELLS: Visions Ideas Stories, analogies
FOCUSED ON: Big picture
Models/theories/concepts Bringing visions into
reality
UNDER STRESS: Blames others
NEEDS/LIKES: To understand how the
details fit their picture Innovation and creativity Others to handle the
details
END
“The first duty of love is to listen.” - Paul Tillich