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Samenvatting: Gespreksvaardigheden 1 Sociaal Werk HoGent
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Mondeling examen. Samenvatting van praktisch de hele cursus met ook al de powerpoints. Zelf geslaagd met deze samenvatting.
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, 2022Samenvatting
(cursus):
Gespreksvaardighed
en
1 SOCIAAL WERK
HOGENT
1
,Inhoudsopgave
1 Wat verstaan wij onder gespreksvaardigheden?.......................................................................................... 5
1.1 Interpersoonlijk communiceren: mondeling, schriftelijk en online.................................................................5
1.2 Vanuit welke mensvisie en overkoepelende principes communiceren wij?...................................................5
1.3 Wat betekent de vertaling van onze mensvisie in de werkrelatie en basishouding van een sociaal werker?
..............................................................................................................................................................................5
2 Op weg naar een definitie – Wat is communicatie?......................................................................................6
2.1 Zender – ontvanger – model...........................................................................................................................6
2.1.1 Coderen....................................................................................................................................................6
2.1.2 Kanaal/medium........................................................................................................................................7
2.1.3 Decoderen................................................................................................................................................7
2.1.4 Ruis in de communicatie:.........................................................................................................................7
2.2 Axioma’s van Watzlawick vanuit de systeemtheorie.....................................................................................8
2.2.1 Axioma 1: het is onmogelijk om niet te communiceren..........................................................................8
2.2.2 Axioma 2: iedere communicatie becat een inhouds-, betrekkingsniveau en contextniveau.................8
2.2.3 Axioma 3: de waarheid bestaat niet........................................................................................................8
2.2.4 Axioma 4: mensen communiceren digitaal en analoog..........................................................................8
2.2.5 Axioma 5: communicatie tussen mensen verloopt symmetrisch en complementair.............................8
3 Gespreksopbouw........................................................................................................................................ 8
3.1 Fasen in een gesprek (VOVOA).......................................................................................................................8
3.1.1 Voorbereidingsfase..................................................................................................................................8
3.1.2 Openingsfase............................................................................................................................................8
3.1.3 Verkenningsfase.......................................................................................................................................9
3.1.4 Overlegfase..............................................................................................................................................9
3.1.5 Afrondingsfase.........................................................................................................................................9
4 Basisvaardigheden in gespreksvoering........................................................................................................ 9
4.1 Aandacht gevend (non-verbaal) gedrag.........................................................................................................9
4.1.1 Verbaal aandacht gevend gedrag (verbaal AGG).....................................................................................9
4.1.2 Non-verbaal aandachtgevend gedrag......................................................................................................9
4.2 Actief luisteren................................................................................................................................................9
4.3 Vragen stellen...............................................................................................................................................10
4.4 Onjuist vraaggebruik....................................................................................................................................11
4.4.1 Te veel vragen tegelijk...........................................................................................................................11
4.4.2 Meerdere vragen tegelijk.......................................................................................................................11
4.4.3 Meerkeuzevragen..................................................................................................................................11
4.4.4 Suggestieve vragen................................................................................................................................11
4.4.5 Beschuldigende vragen..........................................................................................................................11
4.4.6 Gevolgen van onjuist vraaggebruik.......................................................................................................11
4.5 Samenvatten.................................................................................................................................................11
4.5.1 Parafraseren...........................................................................................................................................11
2
, 4.5.2 Gevoelsreflectie.....................................................................................................................................11
4.6 Gebruik van stiltes........................................................................................................................................12
4.6.1 Verschillende soorten stiltes..................................................................................................................12
5 Geven van feedback en respectvol confronteren.......................................................................................12
5.1 Feedback.......................................................................................................................................................12
5.1.1 Feedback is geen kritiek.........................................................................................................................12
5.1.2 Aandachtspunten bij geven van feedback.............................................................................................12
5.2 JOHARI-venster.............................................................................................................................................13
5.3 Respectvol confronteren...............................................................................................................................13
5.3.1 Hoe confronteren?.................................................................................................................................14
5.4 Zelfonthulling................................................................................................................................................14
6 Spreken voor een groep............................................................................................................................ 14
6.1 Bereid je goed voor.......................................................................................................................................14
6.1.1 Kies je doel. Weet wat je wil bereiken...................................................................................................14
6.1.2 Wees zelf betrokken, enthousiast/geïnteresseerd in je onderwerp.....................................................14
6.1.3 Ken je publiek.........................................................................................................................................14
6.1.4 Situatieanalyse en technische voorbereiding........................................................................................15
6.1.5 Ken je onderwerp...................................................................................................................................15
6.1.6 De opbouw van de presentatie..............................................................................................................15
6.1.7 Tijd goed inschatten...............................................................................................................................15
6.2 Het geven van een presentatie.....................................................................................................................15
6.2.1 Begin van de presentatie.......................................................................................................................15
6.2.2 Klein stresske.........................................................................................................................................15
6.2.3 Bereid je goed voor en maak jezelf geen dingen wijs...........................................................................15
6.2.4 Structuur voorstellen:............................................................................................................................15
6.2.5 Body van de presentatie........................................................................................................................15
6.2.6 Slot van de presentatie..........................................................................................................................16
6.3 De geheimen van een boeiende spreker.......................................................................................................16
6.3.1 Non-verbaal gedrag...............................................................................................................................16
7 Telefoneren.............................................................................................................................................. 16
7.1 Inleiding........................................................................................................................................................16
7.2 Bel-angst.......................................................................................................................................................16
7.3 Wat is het?....................................................................................................................................................16
7.4 Wat is een fobie............................................................................................................................................16
7.5 Vormen van telefoonangst...........................................................................................................................16
7.6 Waarom vinden we telefoner vaak lastig en moeilijk?................................................................................16
7.7 Gelukkig kan je je wel voorbereiden.............................................................................................................17
7.8 De 11 grote voordelen van bellen:................................................................................................................17
7.9 Telefoneren, hoe?.........................................................................................................................................17
7.10 Inkomende telefoon:...................................................................................................................................17
3
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