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Samenvatting Sociaal Agogisch Handelen
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Sociaal agogischevaardigheden
,Inhoud
1. Aspecten van communicatie.............................................................................................................11
1.1. Inleiding.....................................................................................................................................11
1.2. Communicatie en interactie.......................................................................................................11
1.2.1. Zender-boodschap-ontvanger............................................................................................11
1.2.2. Interactie............................................................................................................................11
1.2.3. Medium..............................................................................................................................11
1.2.4. Feedback.............................................................................................................................12
1.3. Soorten communicatie..............................................................................................................12
1.3.1. Eenzijdige communicatie....................................................................................................12
1.3.2. Tweezijdige communicatie.................................................................................................13
1.3.3. Verbale communicatie........................................................................................................13
1.3.4. Non-verbale communicatie................................................................................................14
1.4. Vormen van non-verbale communicatie....................................................................................14
1.4.1. Algemeen voorkomen.........................................................................................................14
1.4.2. Lichaamshouding................................................................................................................14
1.4.3. Gebaren..............................................................................................................................15
1.4.4. Gezichtsuitdrukkingen........................................................................................................15
1.4.5. Oogcontact.........................................................................................................................15
1.4.6. Stemklank en toonhoogte...................................................................................................16
1.4.7. Aanraking en nabijheidsgedrag...........................................................................................17
1.5. Betekenis van non-verbale communicatie in het contact..........................................................17
1.5.1. Informatie overbrengen......................................................................................................17
1.5.2. Contact leggen en onderhouden........................................................................................18
1.5.3. Belangstelling tonen...........................................................................................................18
1.5.4. Feedback geven..................................................................................................................18
1.5.5. Gevoelens uiten..................................................................................................................18
1.6. Lichaamstaal..............................................................................................................................18
1.6.1. Lichaamstaal is er altijd.......................................................................................................19
1.6.2. Spiegelen van lichaamstaal.................................................................................................19
1.6.3. Emotionele besmetting.......................................................................................................20
1.6.4. Invloed van lichaamstaal op jezelf......................................................................................20
1.7. Inhoudelijk en relationeel aspect van communicatie................................................................20
1.7.1. Het belang van de inhoud...................................................................................................21
1.7.2. Het belang van de relatie....................................................................................................21
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, 1.8. Hoe dichtbij mag de ander komen.............................................................................................22
1.8.1. Intieme zone, tot 45 cm......................................................................................................22
1.8.2. Persoonlijke zone, van 45 tot 120 cm.................................................................................23
1.8.3. Sociale zone, van 120 tot 360 cm........................................................................................23
1.8.4. Publieke zone, 360cm of meer............................................................................................23
1.9. Context van de communicatie...................................................................................................23
1.10. Eigen manier van communiceren............................................................................................24
1.10.1. Communicatiestijl.............................................................................................................24
1.10.2. Communicatiepatronen....................................................................................................24
2. Communicatieproblemen.................................................................................................................25
2.1. Inleiding.....................................................................................................................................25
2.2. Communicatieproblemen..........................................................................................................25
2.2.1. Problemen door verschil in achtergrond en gewoonten....................................................25
2.2.2. Problemen bij het vertalen van de boodschap...................................................................26
2.2.3. Problemen bij het begrijpen van de boodschap.................................................................27
2.2.4. Problemen door communicatiestoornissen........................................................................27
2.2.5. Problemen door ruis...........................................................................................................29
2.3. Communicatieproblemen en het communicatieschema...........................................................30
2.4. Effectieve communicatie...........................................................................................................30
2.4.1. Je eigen manier van communiceren kennen......................................................................30
2.4.2. Uitgaan van de communicatie (vermogen) van de doelgroep............................................31
2.4.3. Kunnen en willen inleven in de ander.................................................................................31
2.4.4. Verbaal refcommuniceren..................................................................................................31
2.4.5. Verbale en non-verbale communicatie op elkaar afstemmen............................................32
3. Niet kennen......................................................................................................................................33
4. Luisteren en luisterhouding..............................................................................................................34
4.1. Inleiding.....................................................................................................................................34
4.2. Luisteren: belangrijkste communicatieve activiteit...................................................................34
4.2.1. Luisteren of horen?.............................................................................................................34
4.2.2. Luisteren in het dagelijks leven...........................................................................................34
4.2.3. Onjuiste luisterhouding......................................................................................................35
4.3. Vormen van niet-luisteren.........................................................................................................35
4.3.1. Onverschillig luisteren........................................................................................................35
4.3.2. Oordelend luisteren............................................................................................................36
4.3.3. Ik-gericht luisteren..............................................................................................................37
4.4. Belang van luisteren..................................................................................................................39
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, 4.4.1. Juiste luisterhouding...........................................................................................................39
4.4.2. Activiteiten van de luisteraar..............................................................................................40
4.5. Luisterdoelen.............................................................................................................................41
4.6. Luistervaardigheden..................................................................................................................41
4.6.1. Aandachtgevend gedrag.....................................................................................................41
4.6.2. Vragen stellen.....................................................................................................................42
4.6.3. Samenvatten en ordenen...................................................................................................43
4.6.4. Analyseren..........................................................................................................................43
4.6.5. Gevoelsreflectie..................................................................................................................44
4.6.6. Confronteren......................................................................................................................45
4.6.7. Geruststellen......................................................................................................................45
4.6.8. Zelfonthulling......................................................................................................................46
4.7. Aandachtspunten effectief luisteren.........................................................................................46
5. Alledaagse gesprekken voeren.........................................................................................................47
5.1. Inleiding.....................................................................................................................................47
5.2. Kenmerken van een alledaags gesprek......................................................................................47
5.3. Contact leggen...........................................................................................................................47
5.3.1. Zoek de verbinding.............................................................................................................48
5.3.2. Laat het initiatief wisselen..................................................................................................48
5.3.3. Vermijd een kruisverhoor...................................................................................................48
5.3.4. Inspelen op de situatie........................................................................................................49
5.4. Een gesprek gaand houden........................................................................................................49
5.4.1. Gesloten vragen..................................................................................................................49
5.4.2. Open vragen.......................................................................................................................49
5.4.3. Indirecte vragen..................................................................................................................50
5.4.4. Suggestieve vragen.............................................................................................................50
5.4.5. Stimuleren tot doorpraten..................................................................................................51
5.5. Een gesprek afronden................................................................................................................51
5.5.1. Afscheid nemen..................................................................................................................52
5.6. Taal in informele gesprekken.....................................................................................................52
5.6.1. Humor.................................................................................................................................52
6. Actief luisteren.................................................................................................................................52
6.1. Inleiding.....................................................................................................................................52
6.2. Actief luisteren...........................................................................................................................53
6.2.1. Reacties als ‘ik begrijp wat je bedoelt’................................................................................53
6.2.2. Verwoorden van gevoelens................................................................................................53
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