RAPPORT BUILDING

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• RAPPORT BUILDING

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Instructional Objectives

• Define rapport building and provide a rationale
  for its use by WIC counselors in nutrition
  assessment
• Describe cultural, language, and other barriers
  to effective communication. Identify these
  barriers within the WIC environment and develop
  strategies to overcome them
• Demonstrate non-verbal communication techniques
  which result in positive and effective
  communication
• List, describe, and demonstrate effective use of
  interpersonal communication techniques that
  promote a participant-centered approach to
  nutrition assessment
• Effectively use rapport building and
  interpersonal communication techniques in
  response to WIC scenarios

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Rapport Building

• Importance ? per VENA
• Rationale ? because it works!

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What Words Describe Rapport Building?

• Let us take a few moments to write down some of
  your thoughts

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Barriers to Effective Communication

• This module will describe language, cultural,
  and other barriers to effective communication
  within the WIC environment and discuss strategies
  to overcome them

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Barriers to Effective Communication

• 2.2 Cross Cultural Awareness

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Barriers to Effective Communication

• Ex 2.1 Cross-cultural Nutrition Quiz

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Communicating Between Cultures

• View and discuss video Communicating Between
  Cultures
• Refer to handouts
• H2.1 Effective Cross-cultural Communication
• H2.2 Guidelines for Cross-cultural
  Communications
• H2.3 Variety of Ethnic Food Practices
• H2.4 Web-based Resources
• H2.5 Multicultural Food Pyramids

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Guidelines for Effective Communication

• Handouts
• H2.6 Low Literacy
• H2.7 Deaf or Hard of Hearing
• H2.8 Little or No English
• H2.9 Use of Interpreter

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Other Barriers to Communication

• Environmental
• Appearance/Dress
• Generational/Situational Poverty
• Language
• 2.3 Clarification of Technical
• Terms
• What Are Some Communication Barriers That You
  Have Experienced?

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If You Only Do 5 Things

• Create a positive environment
• Limit your teaching objectives
• Communicate clearly and simply
• Use multiple ways to get message across
• Verify understanding

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Nonverbal Communication Techniques

• Have perceived meanings
• Exhibited by counselor and participants

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Effective/Ineffective Counselor Nonverbal Behavior

• Handout
• H3.1 Effective and Ineffective Nonverbal
  Communication
• View and discuss video Nonverbal Communication
• Exercises
• Ex3.1 Attach Meaning to Nonverbal
  Behaviors
• Ex3.2 Identifying Nonverbal Behavior

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Interpersonal Communication Techniques

• Overview
• Utilize rapport building to establish
  participant-centered approach to nutrition
  assessment
• Practice OARS techniques

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Participant-Centered Approach

• Handouts
• H4.1 Positive Approach to Nutrition
  Assessment
• H4.2 Getting Permission

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OARS Techniques

• Open Ended Questions
• Affirmations
• Reflective Listening
• Summarize

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Open Ended Questions

• Handouts
• H4.3 Open-ended Questions
• H4.4 Tried and True Open-ended
  Questions
• Exercises
• Ex4.1 Practice Using Questions

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Affirmations

• Handout
• H4.5 Affirmations

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Reflective Listening

• Handout
• H4.6 Reflective Listening
• Exercises
• Ex4.2 Practice Reflective Listening 1
• Ex4.3 Practice Reflective Listening 2

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Summarize

• Use handoutH4.7 Summarizing
• Use exercise
• Ex4.4 Practice Summarizing

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Rapport Building ? Evaluation

• View and discuss video WIC Scenario
• Exercise to Accompany VideoEx5.1 Video Checklist
• ExerciseEx5.2 Case Study