[CLASSICAL MUSIC] INSTRUCTOR: So now you know some tips for communication. You know about different types of questions and how to be an active listener. So let's bring that all together into one communication framework. So there's this idea that all communication between two people can basically be broken down into four types-- observations, feelings, needs, and requests. So an observation is, without judgment, noticing what is happening for that person or for you. Feelings are when emotions are being expressed or felt or communicated by you or them. And those emotions could be fear, calm, annoyance, or joy. Needs are requirements for living a good life, like physical well-being, independence, safety, the need to be understood or understand someone else. A request is what you want from some other person or what they want from you. So within this communication framework, communication between two people is best when it includes empathic listening, active listening, and honest expression. In your conversations, we encourage you to think about every statement and what it's meant to convey. Is it an observation? Is it a feeling? Is it a need or a request? And that includes what you say to a case or contact and also what they're saying back to you. So if we apply this framework, then we can think about each statement, and we can put it into one of these categories. So let's give this some practice. What if a contact says, I can't stay home for two weeks? I need to see my kids and make sure they're all right. So they're, in that sentence, directly expressing a need. You may say, I hear you when you say you need your kids to be OK. You're paraphrasing the need. The contact could say, then, they're who I live for. What if I can't? In this statement, they're indirectly expressing their fear, which is an emotion. Then you should reflect that emotion. You could say, you're scared that you won't be able to provide. Then the contact may express an explicit request. Yes. What am I supposed to do? They're asking for advice. You could reflect back and observe their request. You could say, you're needing guidance. Would you be willing to let me refer you to some people who could help? So you are observing what they've said and offering to answer their request. So this framework can be a useful way for you to think about your communications, categorize different statements, and make sure that you're meeting the needs of communication for cases and contacts. In this next vignette, you're going to hear Drew, the contact tracer, talking with Annette. Drew wasn't using the communication framework very well. After you watch this vignette, we'll come back and review how it went. Annette: I'm really worried that my friends are all going to get sick. Do you know if they're going to be OK? DREW: That's not really why I'm calling. I just need to get some information from you to tell you how to quarantine yourself for the next two weeks. Annette: Two weeks? Well, I need to go shopping, and I need to go to work, and I just can't stay home for two weeks. So what am I supposed to do? DREW: That's what we're asking everyone to do who's been around with someone with coronavirus. Annette: Well, you're not helping. INSTRUCTOR: Well, as you saw, Drew really did not use the communication framework very well. He wasn't paying close attention to Annette here. He failed to hear her emotion or her requests for information about the severity of the disease. When she expressed some of her concerns, again, Drew didn't observe her emotions very well or her needs or her requests. And as you can see, it led to a breakdown in rapport between Drew and Annette. In this next vignette, you're going to hear a conversation between Amy, who is a contact tracer who does know how to use the communication framework, and her conversation with Annette. And you can see an alternative way for this conversation to go that's much more effective. We'll check back in after you've watched this vignette. Annette: I'm worried that all of my friends are going to get sick. Do you know if they're going to be OK? AMY: Yeah, you're scared for your friends, of course. You need to know they're going to be OK. For right now, let's just take this step by step. Why don't I tell you what I know, and then we can go from there? OK? Annette: All right. I mean, I really can't stay home if that's what you're going to ask me to do. I have bills I have to pay. AMY: I hear you. You need to make sure you've got enough to stay on top of things. I have some resources that might help if you'd be willing to let me share them with you later. Annette: Yeah, that would be really great. AMY: Thanks, so much Annette. This is a really difficult time, so I appreciate you talking with me today. And I'm hoping you can help answer a few questions for me. Would you be willing to do that? Annette: I guess so. AMY: Thanks again. So first things first, are you feeling sick at all today? INSTRUCTOR: In this example, Amy's communication was much more effective. She observed and reflected Annette's emotions, her needs, and her requests. Amy ended with a checking question. Here at the top you can see she said, why don't I tell you what I know, and then we can go from there? OK? So she's checking to make sure that Annette is in agreement as they continue the conversation. This is a great way to keep building rapport. Amy confirmed with Annette that she heard her, and she paraphrased some of Annette's emotions, like worry and fear, her need to pay bills. And she ends with some checking questions as well to make sure that Annette was following along with the conversation. Again at the end, Amy reflected back emotion and the request that Annette was making. By doing this, she was able to build enough rapport that she could continue the conversation with Annette and get some important information that she needed to really conduct an effective interview. [CLASSICAL MUSIC]
