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DATE: __12/10/2013___

Dialogue

Non Verbal
Communicatio
n

PROCESS RECORDING # _3A_


Technique

Student
Feelings

Introductory
Hi, my name Open
Nervous
Statementis Jaysha
posture, eye
Fernandez
contact, smile Open
and I am a
student
nurse from
Kapi'olani
Community
College. I've
been
assigned to
work with
you today
and I'll be
talking with
you for the
next 7
minutes.
Tell me, what Smile, open General Lead- Nervous
brings you posture, eye Open
into the
contact
clinic?

Student
Thoughts

NAME: _Jaysha Fernandez__


T/
N

Analysis

"I hope this 7


minutes goes
by fast."

T Since I was feeling nervous, my


introduction went a little faster
than I intended (3).

"I hope I don't


sound fake or
scripted.

T With a smile on my face and a


open posture, I think I made the
client feel comfortable (3).

Um, I've been Swaying body,


feeling kind of looking up
stressed from
school lately.
Stressed?

Concerned
look, eye
contact

Yeah, well we Looking up and


have, like, um, away, smiling.
this paper due,
we have this
process
recording and
we have all of
our finals and
it's all, like, this
month. So, it's,
like, a lot of
work.

RestatementOpen

Optimistic

"Yay, I got my T Since her prior response was


restatment in."
made with intonation at the end, I
felt like she was unsure. This is
the reason why I felt like a
restatement was appropriate (4).

I hear that
Eye contact, Focusing
you are
open posture questionsaying that
Closed
you're
feeling
stressed
from tests,
process
recording
and papers.
Of these
three, which
concerns you
most?
Um, I guess my Eye contact,
tests. They're thefidgeting with
most...They
fingers
stress me out the
most out of all
of those.

Confident

"Okay, now, I T Since I was feeling a bit more


got my focusing
confident, I noticed my talking
question in."
speed slowed and I sounded a bit
more therapeutic (3).

Tell me more Eye contact, Open


about these open posture, Statement
tests.

Interested

"I wonder what T


stresses her out
about these
tests?

Since I seen her fidgeting with


her fingers, I could sense that the
tests made her feel uneasy and
stresses her out. This is why I did
an open statement, so she can
tell me as much as she wants (4).

Um, so I have Alternating


two finals. I
looking away
have, one of
and eye contact,
them, it's a
fidgeting with
cumulative, so fingers.
that means that,
um, we have to
relearn, like,
everything that
we learned this
semester. And
then the other
one, it's a patho
test. So, it's, it's
not cumulative,
but there's like,
a lot of
information that
needs to be
memorized, and
yeah.

I hear that
Eye contact, Focusing
you have twoopen posture questiontests, a
Closed
cumulative
and a patho.
Which of
these causes
you more
stress?

Receptive

"It seems like T Since I already had a set


the cumulative
response, in my head, I was
would cause
thinking of my next response.
more stress,
Luckily, the response matched
but we will let
what I was thinking, even though,
her tell me
I know that I should be listening
which causes
more to the client (3).
more stress."

Um, I guess I'd Alternating


have to say my looking away
cumulative one and eye contact,
gives me more hand gestures,
stress. And, well fidgeting with
that one is kind fingers.
of because, for
our past tests,
um, like, there
wasn't really a
direct
correlation
between, like,
studying hard
and getting good
grades. So, like,
I would put a lot
of effort into it
and then I
wouldn't get a
good grade and
then, like,

the next one, I


didn't study as
hard and I got a
better grade. So,
like, for me,
there wasn't a
direct
correlation and
that kind of
upset me.
What do you
mean by
studying
hard?

Uncertain
Eye contact Clarification
(looked away question-Open
for a second),
open posture

Um, like, I put Alternating eye


more time into contact and
it, like, I would looking away,
read all the
hand gestures,
books, try to
fidgeting with
take notes,
fingers.
watch videos,
like, related to
the subjects, like
anything to,
like, try process
all of that
information.

"I feel the same T Instead of asking a clarification


way about
question, I could have asked my
these tests."
ROF (which is next), since this
doesn't really help me get to the
root of the problem (2).

So, you feel Eye contact, Reflection of As ease


helpless
open posture feelings-Open
because
there is no
direct
correlation
between you
studying and
getting a
good grade
on these
tests.
Yeah, I guess,
like, I, I don't
like not having
control over
these things.
Like, I'm used
to, like, if I put
this amount of
work in, I will
get, like, this as
the result. Not
like, I put a lot
of work in and
get a junk result
or I put little bit
work in and I
get a good
result.

Scratching face,
pushing hair
behind ear,
alternating
looking away
and eye contact,
fidgeting with
fingers, hand
gestures.

"I can
T
empathize with
her feelings and
I can see why
she would feel
this way
because of all
of her
studying."

Now, that we were approximately


2 minutes into this process
recording, I felt more at ease with
my skills and this allowed me to
use my skills to my advantage to
get to the root of the problem
and not seem so nervous (3).

Okay, so tell Open


Open-ended
me where
posture, eye question
did this
contact
feelings of
needing to
have control
begin?

Intrigued

"Okay, so it is T Since she was fidgeting and


about having
exhibiting a lot of hand gestures,
control. Now,
with her prior response, I felt that
we are getting
not having control about these
somewhere."
tests really did make her feel
uneasy. This is why I felt like I
needed to see where these
feelings began, so I could really
get to the root of this stress (4).

Mmm, probably, Alternating


like, grade
looking away
school. Cause, and eye contact,
like, I, like,
hand gestures.
since grade
school, like, I've Smiling and
used, I've been laughing.
used to, like,
you, you do
hard work, like,
like, you color
your thing, you
try really hard,
you get to just,
like, oh good
job, you get a
good grade and
that, like,
continued to
middle school,
high school and
college. Like,
you

know, you put a


lot of hard work
into it, and your
grade's good and
if you slack off,
your grade's
junk. So, I'm
used to those
rules being
there, like, my
whole life.

So, tell me Open


Open-ended
about the
posture, eye statement
behaviors
contact
that you
exhibit when
you feel you
have no
control.

Interested

"Okay, let's see T


how this
needing to
have control
affects her daily
life."

I was feeling so interested to


know about this control factor
and how it affects her life, that,
positively, it allowed the
questions and statements to just
keep coming without me having
to think really hard about them
(3).

Mmm, I guess I Alternating


kind of, like, I looking away
clean my house, and eye contact,
like, I'll clean shaking head
my room, I'll
(while
vacuum, I'll,
answering).
like, organize
everything,
washing my
clothes. Just,
yeah, clean and
organize
everything.

So, you feel


accomplishe
dwhen you
clean your
house
because you
feel like you
completed
tasks.

Open
Reflection of Confident
posture, eye feelings-Open
contact and
waving head,
a little, side
to side.

"Okay, so she
needs control
and cleaning
gives her that
control."

T I think that the reflection of


feelings was an appropriate
response. However, I think that I
should have said, "you feel
empowered when you clean your
house because it is something
that you have control over." This
would be more of a connection
between her control and the
feeling of helplessness discussed
earlier (2).

Yeah, I guess so. Alternating


Like, it's, like, looking away
something that I and eye contact,
do have control hand gestures.
over, so, like,
like, my tests,
like, I know,
like, if I put a lot
of work into it,
it doesn't
necessarily
mean that I'll get
a good grade.
But, like, I know
if I put the work
into cleaning my
room, I can,
like, directly
see, like, oh, I
put work into it,
I put time into it,
my room's clean
now. Like, I feel
accomplished
'cause, like, you
know, I

couldn't do that,
maybe, but I
have this thing
and I did this
small, little
thing and I just
feel better.

Can you tell Eye contact, Open-ended


me about theopen posture question
relationship and waving
between you head, side to
not having side.
control and
your stress?

Certain

"Now, we have T Since I was thinking about


to allow her to
making the connection, I believe
see the
my response was appropriate. I
connection
knew that we got all the bits and
between the
pieces figured out, now it was
stress and her
about getting her to see the
needing to
connection (3).
have control."

Um, I guess it Alternating


negatively
looking away
affects my
and eye contact,
stress, because, hand gestures,
like, I guess,
shoulder shrug.
like, when I
don't have
control, it just, it
freaks me out,
like, not being
able to, like,
factor into, like,
how my life is
going to play
out. Like, I want
to be able to
have a say in
what happens
with my life.

Go on.

Nod, open
Minimal
posture and encouragereye contact. Open

Intrigued

"Okay, she sees T


that it doesn't
help with her
stress. Let's see
what else."

I was thinking that there is more


to the relationship of her cleaning
and her needing to have control.
Therefore, I felt that a minimal
encourage will allow her to think
more in depth and, possibly,
make the connection (3).

Okay, and so, Hand gestures,


like, mm, I
alternating eye
guess when I, I contact and
feel like I'm
looking away.
helpless, like, I
don't know what
to do, then, like,
I don't know, I
just, like, panic
out and that's,
that's when I'll
probably start
cleaning
because, like, I
feel like, well at
least I can
control this,
like, small
aspect of my
life, even
though, like, I
might not be
able to, um, like,
prepare
adequately for
this test.

And tell me
how does
this stress
coping, like
your
cleaning,
um, will help
you in your
nursing
careeer?

Eye contact Open-ended


(looked away question
for a little),
fidgeting.

Rushed

"Okay, she
made the
connection.
Yay!"

T Instead of asking her another


question, I should have
paraphrased. Since she made the
connection, paraphrasing
would've reinforced the
connection and, possibly, make
her see it clearer (2).

Mmm, it's
Alternating eye
probably
contact and
detrimental
looking away,
because I should hand gestures.
probably, should
be spending that Smiling and
time studying, laughing.
rather than
cleaning. But,
yeah, it's, I think
it's just
something I just,
kind of, have to
work through,
because it's,
kind of ,
something that's
only recent, like,
it's, kind of,
only recently
started, like,
'cause I'm used
to having those
rules there, so,
like, I

would just, you


know, 'kay, if I
got a bad grade,
it's 'cause I
didn't study hard
enough, now I
just have to
study harder.
But, this one's,
like, study hard
and still might
not get that
grade that I
want.

Would you
say recently,
is, just when
you began
this nursing
program, or
prior to this?

Waving head Clarificationside to side, Closed


eye contact
and open
posture.

Empathy

"At least she


T I think that this question was
sees that it is a
necessary to get her to see that
negative thing
the stress from nursing school, in
for school. But
particular, gets her cleaning to
how recent?"
de-stress. However, I should have
just clarified, openly, by saying,
"What do you mean by recently?
(2).

Mmm, actually, Alternating


I think it kind of looking away
is when I started and eye contact,
this nursing
hand gestures
program. That's and smiling.
when I started,
like, cleaning a Smiling and
lot. So, like,
laughing.
whenever
midterms come
around, my
house is pretty
clean. 'Cause
I'm just, like, oh,
well time to
clean the
kitchen, oh,
okay, I'll read a
chapter. Oh,
okay, now I'm
going to vacuum
my room.

And do you Eye contact, Questionthink that


open posture Closed
cleaning
leads to
procrastinati
on that
might lead to
not getting
good grades
on these
tests?
Mm, yeah, that Alternating eye
probably has a contact and
big part to do looking away,
with it, like, I fidgeting with
could've been fingers and
spending that smiling.
time reading a
chapter, instead
of, like,
organizing
things. So, yeah,
I guess, I
probably should
stop doing that.

Eager

"I wonder if
T Her laughing and smiling made
cleaning is not
me feel more comfortable and
only a control
made her seem more
thing, but
comfortable, too. This allowed me
maybe it is a
to dig deeper and ask, even
way to put off
though closed, this question to
her work too."
make her see another connection
(4).

Okay, well, Repositioning,Summarywe're going eye contact Open


to wrap up (looks away
this session, ocassionally),
Ms.__, um, I fidgeting,
hear that
waving head
you are
side to side,
having stress open posture
from school
and the most
thing that is
causing you
stress is your
tests, and
the
cumulative
final, that's
coming up, is
the biggest
stress factor.
So, you feel
helpless
because it's
a situation
you have no
control over,
since there's
no, you don't
see a
positive
correlation
between you
studying
hard and you

Anxious

"Last minute, T Since I was feeling anxious to


time to wrap it
finish this process recording, I
up!"
was tripping up over my words,
while trying to summarize;
however, I do think that I hit all
the points of our interview (3).

getting a
good grade
in that class.
So, to ease
your stress,
you'll clean,
which, kind
of, leads to
procrastinati
on since,
now that
you've
cleaned, you
don't have
as much
time to
dedicate to
studying for
this test.
Is that
Open
Check-outcorrect?
posture, eye Open
contact
Yup, that sounds Eye contact and
about right.
smiling
Okay, thank Smiling, open Statementyou. We'll
posture, eye Open
continue this contact.
with our next
session .

Anxious

"Make sure I
got it all."

T Since she nodded towards the


end, I thought a check-out was
necessary (4).

Relieved

"Yay, I'm done!" T I felt so relieved, that I smiled


and seemed genuine while saying
this last statement (3).

Thank you.

Smiling