I.

TITLE:
“Cornucopia”
Social Wellness: The Complex Simplicity of Connectedness and Belongingness of Wellness

ACTIVITY #1 – BRAIN TEASER

Activity Title – You do note?

Mechanics: In this activity, a blank sheet is given to you. You are asked to do the following: “You
are surrounded by people around you across your lifespan. Can you list the significant people
that you came across and kept in touch up until now from the listed specific time? (You may
add more if needed)

II. MODULE OVERVIEW

“Living in Harmony is better than living in conflict “

“Those who guard their mouths and their tongues

keep themselves from calamity.”
- PROVERBS 21: 23

“Do not let any unwholesome talk come out of your mouths, but only what is helpful for building
others up according to their needs, that it may benefit those who listen.”
Ephesians 4:29

Social wellness refers to the relationships we have and how we interact with others. Our
relationships can offer support during difficult times. Social wellness involves building healthy,
nurturing and supportive relationships as well as fostering a genuine connection with those
around you. Conscious actions are important in learning how to balance your social life with
your academic and professional lives. Social wellness also includes balancing the unique needs
of romantic relationships with other parts of your life.

PART I: Defining Social Wellness and the factors surrounding it.

LEARNING OUTCOMES: After a thorough participation with the discussion, the learner will be able to:
1. Define the meaning of social wellness and its relevance to the domains of wellness, its importance
and its relevance to social well being.
2. Identify the self as the building block of social wellness, some theories that justify the need of social
interaction and the personality that envelops it.
3. To be familiarize with the different type of relationships essential to achieve social wellness.

SOCIAL WELL-BEING can be defined as our ability to effectively

interact with people around us and to create a support system that includes
family and friends. (Melnyk et.al 2018)

Humans are naturally Social living things; in fact a day cannot pass by where any
person didn’t engage to socializing or communicating by average. Humans are
always in dire need to express and communicate
Social wellness refers to our ability to interact successfully in our global community and
to live up to the expectations and demands of our personal roles. This means learning
good communication skills, developing intimacy with others, and creating a support
network of friends and family members.
Social wellness includes showing respect for others and yourself. Contributing to your
community and to the world builds a sense of belonging.
It’s how we interact, engage, understand and communicate with others and our
environment (Harper, 2010)
Social Intelligence refers to the ability to get along well with others and get them to
cooperate with you. Collecting information about others through social means and
making decisions/actions based on that information.

- How well do you interact with others?

- How are your communication skills?
- How do you develop and maintain healthy relationships?
- How do you demonstrate respect for yourself and others?
- How do you demonstrate a genuine care for others?
- How do you allow others to care for you?
- How do you practice empathy?

The Self as the building block of social wellness :

Our ways of interacting to people depends on how
we know ourselves. Knowing yourself first is the key towards achieving a sound relationship
with the people around you.

1. The Johari Window : The Johari window is a technique that helps people better understand
their relationship with themselves and others. It was created by psychologists Joseph Luft
(1916–2014) and Harrington Ingham (1916–1995) in 1955, and is used primarily in self-help
groups and corporate settings as a heuristic exercise. Luft and Ingham named their model
"Johari" using a combination of their first names.

Maslow's hierarchy of needs is a motivational theory in psychology comprising a five-tier

model of human needs, often depicted as hierarchical levels within a pyramid.

Needs lower down in the hierarchy must be satisfied before individuals can attend to needs higher up.
From the bottom of the hierarchy upwards, the needs are: physiological, safety, love and belonging,
esteem and self-actualization.

1. Physiological Needs - The basic physiological needs are probably fairly apparent—these include
the things that are vital to our survival. Some examples of physiological needs include: Food,
Water ,Breathing , Homeostasis
 2. Security and Safety Needs- As we move up to the second level of Maslow’s hierarchy of needs,
the requirements start to become a bit more complex. At this level, the needs for security and
safety become primary. People want control and order in their lives, so this need for safety and
security contributes largely to behaviors at this level. Some of the basic security and safety
needs include: Financial security Heath and wellness Safety against accidents and injury
3. Social Needs - The social needs in Maslow’s hierarchy include such things as love, acceptance,
and belonging. At this level, the need for emotional relationships drives human behavior. Some
of the things that satisfy this need include: Friendships Romantic attachments Family Social
groups Community groups Churches and religious organizations

4. Esteem Needs- At the fourth level in Maslow’s hierarchy is the need for appreciation and
respect. When the needs at the bottom three levels have been satisfied, the esteem needs
begin to play a more prominent role in motivating behavior. At this point, it becomes
increasingly important to gain the respect and appreciation of others. People have a need to
accomplish things and then have their efforts recognized.
5. Self-Actualization Needs- At the very peak of Maslow’s hierarchy are the self-actualization
needs. "What a man can be, he must be," Maslow explained, referring to the need people have
to achieve their full potential as human beings. According to Maslow’s definition of self-
actualization: "It may be loosely described as the full use and exploitation of talents, capabilities,
potentialities, etc. Such people seem to be fulfilling themselves and to be doing the best that
they are capable of doing... They are people who have developed or are developing to the full
stature of which they capable."

ACTIVITY#2 : RATE ME ! Get to know yourself! Rate yourself on the following situations; you
may be surprised on the things you’ll discover about yourself

Let’s take a short break! Before we continue I want you all to take time and reflect to
yourself, remember the people you’ve listed in the first activity? I want you all to
remember them while answering the following situation, rate them accordingly

Scores 16-20 excellent strength 9-15 points room for improvement 0-8 dangerously low (Dr. Devin Beasley Fresno Pacific
University, 2018)

2. THE SOCIAL LEARNING THEORY

3. Children observe the people around them behaving in various ways. This is
illustrated during the famous Bobo doll experiment (Bandura, 1961).
4. Individuals that are observed are called models. In society, children are
surrounded by many influential models, such as parents within the family,
characters on children’s TV, friends within their peer group and teachers at
school. These models provide examples of behaviour to observe and imitate,
e.g., masculine and feminine, pro and anti-social, etc.
 5. Children pay attention to some of these people (models) and encode their
behaviour. At a later time they may imitate (i.e., copy) the behaviour they have
observed.
6. They may do this regardless of whether the behaviour is ‘gender appropriate’ or
not, but there are a number of processes that make it more likely that a child will
reproduce the behaviour that its society deems
7. Appropriate for its gender.

Learning can take place within a social context

- Observational and Situational Learning (Bobo Doll Experiment – 1961)
- Live model (Actual Demonstration)
- Verbal Instructional model (Describing Behaviour)
- Symbolic Model (Fictional – Books, TV, Media messages)

TYPES OF RELATIONSHIP

An interpersonal relationship refers to the association, connection, interaction and bond between two
or more people. There are many different types of relationships. This section focuses on four types of
relationships: Family relationships, Friendships, Acquaintanceships and Romantic relationships.

1. Family Relationships

Our family or relatives are people we are connected to through some form of kinship, whether it is
through
a. blood (such as with parents, brothers and sisters),
b. marriage (such as non-blood aunts and uncles or step-parents)
c. romantic relationships (such as a parent’s girlfriend or boyfriend) or
d. Adoption.
Family includes siblings and parents who you may see every day growing up, and other relatives such as
cousins, aunts, uncles and grandparents who you may not see quote so frequently.Families come in
many different forms, for example single-parent families, step families, homes with gay and lesbian
parents etc. Ideally, people should have strong relationships with their families, although this does not
always happen.
They should feel love and closeness for their relatives, and be able to confide in them and discuss
personal things. A key role of parents and older relatives is to offer guidance, support and, where
needed, boundaries and discipline. As families are so close and spend so much time together, arguments
and disagreements can arise, but in most families, these are short-lived and even in moments of anger
or hurt, families still love and care about each other.

2. Friends

Friends are people who we are not related to but choose to interact with. Friends are people we trust,
respect, care about and feel that we can confide in and want to spend time with. A good friendship
should be built on honesty, support and loyalty.

A friendship is a reciprocal relationship; for it to exist, both people must see each other as a friend.
There are varying degrees of friendship. You may find that you feel closer to some friends than others.
This is perfectly normal. Some friends, especially if they have only been known for a short time or are
not seen very often, may not be appropriate to confide in about personal issues or concerns. You may
find that you feel more comfortable and able to confide in friends whom you have known for longer or
spend more time with. Friends who are very close and know each other well are sometimes referred to
as “best friends”.

Some people have many friends, while others may only have one or two. There is no right or wrong
number of friends to have and everyone is different. Good friendships are mutually respectful and
supportive and share common interests and ideas. While some friendships can be close and some
friends choose to greet each other by hugging or kissing on the cheek, other friendships may have no
physical contact, or may simply shake hands. Physically intimate or romantic contact is not appropriate
in a friendship.

3. Acquaintances

Acquaintances are people you may encounter regularly, but who are not friends or relatives.
a. they may be a neighbour who lives in your road that you say “hello” to if you see them in
passing,
b. Or a work colleague or someone you have seen a few times at a social event but do not yet
know well.
It is important to be polite and respectful to acquaintances as having harmonious relationships with
people around you, such as work colleagues, people from college, neighbours etc is an important way of
avoiding stress or conflict.
In some cases, relationships that start as acquaintanceships can, over time, evolve into friendships as
you get to know the person better and see them more frequently.
The level of contact with an acquaintance is minimal. There is unlikely to be any physical contact
(although in a work setting, or when being introduced to someone, you might occasionally be required
to shake hands), but the main form of contact is likely to be smiling and saying ‘hello’.

4. Romantic Relationships

A romantic relationship is one in which you feel very strongly attracted to the other person, both to
their personality and, often, also physically. This is reciprocated by the other person in the relationship.

A romantic relationship is that which exists between

a. a boyfriend and girlfriend (in a heterosexual relationship)
b. or a boyfriend and boyfriend or girlfriend and girlfriend (in a homosexual relationship)
c. or spouses (in a marriage)
d. Or life partners (in a civil partnership or long-term unmarried relationship).

People in a romantic relationship will see each other very often and when apart my frequently stay in
contact, for example by phone. Some people in romantic relationships live together. A romantic
relationship is the closest form of relationship and the two people involved will often describe
themselves as being attracted to each other and/or “in love”. They feel an incredibly strong connection
and bond to each other that they do not feel with anyone else, even close friends, and the bond is also
exclusive and monogamous.
Successful Romantic relationships are built on
 1. love,
2. trust,
3. respect,
4. support,
5. acceptance,
6. shared interests
7. And a desire for the two people involved sharing their lives together.

Some people in relationships may choose to have children. As this is such a close relationship, various
kinds of physical contact are accepted which would not be appropriate in any other kind of relationship.
These include prolonged cuddling and holding, kissing on the lips and sexual intercourse, however it
should still mutually agreed.

Sometimes arguments and disagreements occur in romantic relationships. In strong relationships, these
arguments can be overcome through effective communication, understanding and compromise, but in
other cases, especially if there are frequent arguments, the two people involved my decide to terminate
the relationship. Relationships can be of varying duration.

In some relationships, it quickly becomes apparent that the two people involved are not compatible and
do not want to spend their lives together, and so the relationship may end after only a few months. In
other cases, the two people may be together for many years or may stay together for the rest of their
lives.

Customer Service in Health Care

Why Good Customer Service is important for all?

What Is the impact of poor customer service and receiving frequent complaint on the:
a. The individual staff (emotional, attitude, health, career etc?)
b. The organization/company
c. The customer/patients?

Why do we need to give outstanding service?

Why do Customers Complain?

What is Customer Service? – Business are created to solve problems, common problems arises in every
business are conflicts concerning customer service – customer service is to help the business to solve
customer/patients Problems
Customer service is not just GST (Greet, Smile, thank you). Yes it is important to show welcome attitude,
respect, appreciation but its not enough
It’s about solving customers problems fast and efficiently.

Why customer service is important – we need good customer service attitude and skills – so we can give
good service to external customers – customer satisfaction – repeat order –work to do – we have jobs –
receive good salary, free meals , trainings and other benefits – can provide good education, food shelter,
and medication to family .

BAD NEWS TRAVEL FAST – Human nature dictates that dissatisfaction is a more popular topic of
conversation and there is aloso a tendency to add a little extra to the story to make it more interesting.

What are some reasons patients/customers came to visit Hospitals?

1. For information, knowledge
2. Medical check up
 3. Medical procedure , dressings
4. OFW need “medical report”
5. Medicines, pharmacy
6. Counselling
7. PhilHealth claims and procedures
8. Copies of past medical reports

Why do customers complain?

2. UNDERSTANDING BODY LANGUAGE/ FEEDBACKS / COMPLAINT HANDLING
Purpose :
- To provide an understanding of how body language affects the way we communicate
- To learn of how to control situations though the use of body language.

Elements of Communication
WORDS(7%)+TONE OF VOICE(38%)+BODY LANGUAGE(55%) = 100%

Types of body Language Behaviour – Positive (Receptive) Negative (passive, aggressive)

Elements of Body Language

Passive aggressive Receptive
Eye Contact - Little stare regular
Facial Expression - Sullen stern happy
Smile - nil nill yes
Tone - Flat loud Raised
Hands - side hips, points open
Stance (way of standing) weight on 1 foot 1 foot forward weight on 2 feet

Posture and gestures : hands

Postures and gestures : sitting
Posture and gesture : standing

How to give and receive feedback

Negative feedbacks
1. Be specific about what’s wrong
2. Explain the effect focus on what can be changed
3. Give suggestions for improvement- don’t make personal attack
4. Ask for commitment (can you- do it/follow my suggestion/comply/ensure it won’t happen
again/change your old way/improve from now on)
Taking responsibility of our feelings

You i
Blaming:
You make me angry I feel angry when you…
Judging:
You are conniving I feel really let down when you criticize me behind my back
Accusing:
You don’t care how I feel I feel ignored when you don’t keep me in the picture

Complaint Handling – The TACTICS approach

T- thank you – what kind of things you might say
1. Thank you for telling me
2. Thanks so much for letting me know
3. Thank you for taking the time to tell me
A-apologise
1. Im so sorry you’ve been inconvenienced
2. Im really sorry you’ve had to come all this way to let us know that this happened
3. Im so sorry weve let you down
C-Collect Information – what information do you need from your customers to help them with their
problems
1. What is your account/ customer reference number
2. When did this happen to you
3. How exactly did the member of staff behave when he served you?
4. Where did this incident happen
5. Who was it who told you this information ?
T-take action –what else is important when telling the customer whats going to happen next?
1. Give timescales – and be realistic
I-I will put this right
1. The keyword in the sentence
C-Check that the customer is happy
S-Summary

Skill Practice Scenario – given the situations, write and use the TACTICS tool to solve it.

HOW TO SAY NO WITHOUT SAYING NO

Purpose – it’s now what you say rephrasing for better relationship
To engage participants on how to deal with difficult customers

Be positive in tone
We all respond more favourably to a positive tone that to a negative tone, negativity produce omstamt
reader resistance.

NEGATIVE: No Smoking anywhere except the bar!

POSITIVE: Smoking is permitted in the bar only

NEGATIVE: Positively no children admitted without an adult

POSITIVE: Children are welcome when accompanied by an adult

NEGATIVE: We cannot process applications received after June 10

POSITIVE: Please return the application before the June 10 deadline.

REWRITE THESE SENTENCES USING A MORE POSITIVE TONE.

1. We do not deliver after 11 pm
2. Please do not violate the safety codes
3. If payment is not received by May 1, there will be an added penalty
4. Your order cannot be shipped until your payment has been received
5. Please do not forget to send this quarter’s sales figures before 15 th
6. Your credit limit may not exceed P5000

TYPES OF COMPLAINER
1. The meek customer – generally will not complain
2. The aggressive customer- opposite of the meek customer, readily complains,, often loudly and at length
3. The high-roller customer (fussy) – expects the absolute best and is willing to pay for it. Likely to complain in
a reasonable manner, unless a hybrid of the aggressive customer
4. The rip-off customer – the goal is not to get the complaint satisfied but rather to win by getting something
the customer is not entitled to receive. A constant and “not good enough” response to efforts to satisfy this
customer is a sure indicator of a rip-off artist.
5. The chronic complainer customer – is never satisfied; there is always something wrong. This customer’s
mission is to whine. Yet he is your customer and as frustrating as this customer can be, he cannot be.

THE GOLDEN RULE

Therefore whatever you want men to do to you , do also to them - Matthew 7;12

And jsiut as you want men to do tyo you , you also do to them likewise – Luke 6;31
SOCIAL WELLNESS CONCERNS

- Social anxiety
- Trouble setting boundaries (overbearing)
- Difficulty expressing emotions
- Anger issues
- Selfishness
- Loneliness

MATTHEW 22:37-39

L – Listen – give your undivided attention

O – Overlook: look for the good , not faults or flaws
V – Voice – Provide encouragement and words of praise
E – Effort ; be available , make sacrifices , show interst.

loneliness – sadness due to the perception of being unwanted , having no friends , involuntary isolation ,
imposed isolation – real or imagine
- lack of (or poor) social skills and/or low self image can lead to loneliness
Misconceptions about loneliness
loneliness is a sign of weakness or immature

Theres something wrong with me

Im the only one who feels this way

Solitude – the chouce to temporarily set aparts from others

some reasons for loneliness

Materialism – taking comfort from things rather than people

Mobility – uprooting of families , new environments , unfamiliar places

Inadequate methods of interpersonal communication

HOW DO YOU COMMUNICATE

assertive – im important , youre important

Being an advocate for your rights , beliefs , opinions , without disrespecting those of others

Passive – im not important , but youre imoortant – avoidance and feelings allow others to infirgen on
their rights
Aggressive – im important but youre not important – expressing your opinions beliefs and feelings while
disrespecting those of others , being verbally and or physically abusive

Passive – aggressive – im not important and youre not important but I’m not going to tell you – giving
the appearance of being passive , but resentful , usually angry , sarcastic , undermining .

Are you an Encourager or discourager

An Encourager …

Listens - listen without bias, providing support when needed

Accepts – cares unconditionally, recognizes that everyone has flaws , is not judgemental

Compliments – Always providing kind words, verbally strengthening and encouraging

Laughs – being optimistic, enjoying socialization and focusing on positive aspects of live

Uplifts – providing help at difficult times, edifying seeking opportunities for help

IMPROVING SOCIAL WELLNESS

1. Smile /laugh more often

2. Practice good communicating positives
3. Join a club or volunteer
4. Articulate your thoughts
5. Attend social events
6. Visit neighbours and friends
7. Connect with others
8. Pray

I fear the day that technology will surpass our human interaction . the World will have a generation
of idiots
- Albert Einstein

5-10% of social media users are physically unable to control how much time they spend online

Pyschological Addiction – brain scans show similarities with drugs addicts

Brain areas affected

1. Attention
2. Emotional processing
3. Decision making
Execssiove electronic media use can wire the central nervous system

- Phantom vibration syndrome

- Inability to multi task
- Immediate gratification response

Dopamine – the realease of dopamine creates a feeling of satisfaction and joy with each use .
physiologically reawarding the body

The perceptopn of an audience (followers or likes) intensifies the realese of dopamine

Selfishness ? how much personall self focused of information shared

30-40% face to face vommunication

80-90% online communication

SOCIAL ISOLATION

The opposite of social wellness , medical studies show that people who are soically isolated tend to
become a strong risk factor for numverous health problems incouding depression and have been
connected with a higher risk for alzherimers disaease and heart disease