Psychosociale gespreksvoeringen 2e druk
De kunst van het observatie luisteren
Samenvatting
, Psychologische gespreksvoering: samenvatting
Inhoudsopgave
Hoofdstuk 2 Communicatie – basisbeginselen en theorie...............................................................................4
2.1 Het communicatieproces................................................................................................................................4
Ruis: een stoorzender die ervoor zorgt dat een boodschap vervorm bij de ontvanger aankomt........................4
2.2 De elementen in een boodschap....................................................................................................................4
2.3 Kanalen: verbaal, paralinguaal en non-verbaal.............................................................................................4
2.4 Uniekheid en beleving....................................................................................................................................4
2.5 Aandacht, waarneming, interpretatie............................................................................................................4
2.6 Interpreteren via vuistregels..........................................................................................................................4
Hoofdstuk 3 basisgesprekvaardigheden.......................................................................................................... 5
3.1 Een open houding en een goede samenwerkingssfeer..................................................................................5
3.2 Vragen............................................................................................................................................................5
3.3 Zenden: het overbrengen van wat je wilt zeggen..........................................................................................6
3.4 Observatief luisteren......................................................................................................................................6
3.5 Structureren en reguleren: richting geven aan een gesprek..........................................................................6
3.6 Het gesprek boeiend houden.........................................................................................................................6
3.7 Communicatiepatronen..................................................................................................................................7
- Gedrag roept gedrag op.....................................................................................................................................7
3.8 Communicatieregels.......................................................................................................................................7
3.9 Plustaal...........................................................................................................................................................7
3.10 Complimenten, kritiek en feedback..............................................................................................................7
3.11 Geduld: wanneer ingrijpen en wanneer wachten........................................................................................8
3.12 Rollenspellen, rollenspellen en nog eens rollenspellen................................................................................8
Hoofdstuk 4 Emotie: de ontbrekende schakel tussen communicatie en betekenis...........................................8
4.1 Een bio psychosociaal middel voor gedrag....................................................................................................8
4.2 Emotie en biologie..........................................................................................................................................8
4.3 Psychologische processen bij emotie..............................................................................................................9
4.4 Sociale processen en emotie..........................................................................................................................9
4.5 Emotietheorieën.............................................................................................................................................9
4.6 Dynamisch driehoek model situatie-emotie-gedrag....................................................................................10
Hoofdstuk 5 de rol van emoties in het communicatieproces.........................................................................10
5.1 Stress............................................................................................................................................................10
5.2 Angst............................................................................................................................................................10
, Psychologische gespreksvoering: samenvatting
5.3 Schaamte en schuld......................................................................................................................................10
5.4 Boosheid.......................................................................................................................................................10
5.5 De impact van de verlieservaring.................................................................................................................10
5.6 De rol van eigenwaarde op gedrag..............................................................................................................11
Hoofdstuk 6 verdieping in gespreksvaardigheden......................................................................................... 12
6.1 Zijn er wel moeilijke mensen?......................................................................................................................12
6.2 Taboes..........................................................................................................................................................12
6.3 Confronteren en socratisch dialoog.............................................................................................................12
6.4 Een aantal minder effectieve communicatiepatronen.................................................................................13
6.5 Weerstand....................................................................................................................................................13
6.5 Omgaan met agressie..................................................................................................................................14
Hoofdstuk 7 kenmerk en effecten van observatief luisteren..........................................................................15
7.1 Empowerment..............................................................................................................................................15
7.2 Rollen in een hulpverleningsgesprek............................................................................................................15
7.3 Rollen versus stadium van verandering.......................................................................................................15
7.4 Empathie en informed compassion zin de basis van observatief luisteren..................................................16
7.5 Geloofwaardigheid.......................................................................................................................................16
7.6 Gesprekshoudingen......................................................................................................................................16
7.7 Motiveren met observatief luisteren............................................................................................................16
7.8 Wat observatief luisteren is..........................................................................................................................16
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