1

By: Ms. Shanta Peter

CommunicationCommunication

Giving, receiving and interpreting

of information

through any of the

five senses

by two or more interacting people

2

ELEMENTSELEMENTS• There are seven elements of

• communication:

• Source / Idea

• Message

• Encoding

• Channel

• Receiver

• Decoding &

• Feedback3

Process of CommunicationProcess of Communication

SourceSource

EncodingEncoding ChannelChannel DecodingDecoding

ReceiverReceiver

Feedback

Msg Msg Msg Msg

4

Most Common Ways to Most Common Ways to CommunicateCommunicate

Speaking

Writing

Visual Image

Body Language

5

CHANNELS OF CHANNELS OF MANAGERIAL MANAGERIAL

COMMUNICATIONCOMMUNICATION

There are four levels of managerial

communication

• Downward communication.

• Upward communication.

• Lateral communication.

• Diagonal communication.

 

6

Nonverbal MessagesNonverbal Messages

Nonverbal messages are the primary way that we communicate emotions

Facial Expression

Postures and Gestures 7

FACIAL EXPRESSIONS

8

GESTURES

•Right postures to adopt at the Work Place • avoid postures of non-verbal signals from others -- body language•Facial expressions can enhance or detract verbal communication•Setting standards of Body Language

9

MECHANICALMECHANICAL COMMUNICATIONCOMMUNICATION

• Using mechanical devices to have communication E.g. internet, radio, T.V. etc.

10

Received messages areReceived messages areinfluenced by: influenced by:

• Knowledge

• Past Experience

• Feelings

• Position within the socio Cultural system

11

COMMUNICATIONCOMMUNICATION SKILLS SKILLS

Nursing care revolves around communication

giving receiving- interpreting information

Health care &Nursing organization

Communication is verbal & nonverbal

12

Skills ---- communicationSkills ---- communication

• Be at ease and develop rapport• Provide privacy• Respect his rights• Do not invade his personal

space• Keep information confidential

as appropriate

13

Tips to good Tips to good communication skillscommunication skills

Maintain eye contact with the audience Body awareness Gestures and expressions Convey one's thoughts Practice effective communication skills

14

Principles Principles • Begin with general interview- difficult

questions last• Adjust your language level that of the

recipient• Do not use medical terms or "talk down " • Be attentive and concentrate what he says• Make appropriate eye contact• Try not to write during interview. pay close

attention and clarify doubts

15

Principles…..

•Show sincere interest with his responses

•Pay attention to his words, repetition, variation in tone , voice, silence, body language, behavior etc

•Use only socially accepted touching and body language

•Consider his cultural background

16

Modes of Communication Modes of Communication

• Written

• Face to face

• Nonverbal

• Telephone

• Electronic

17

Barriers Barriers

• Spatial distance

• Different sub groups or sub cultures in the system

• Noise

• Language

• Intelligence of group

• Prejudice

18

Barriers that Affect Barriers that Affect Co-Worker CommunicationCo-Worker Communication

Sender

Receiver

Message

19

Effective Communication H/N Role Effective Communication H/N Role

• Professional quality

• Mind the tone-(accusatory/demanding/------defensive reaction)

• Recording / reporting – be sincere and accurate

• Language – simple and understanding

• Do not underestimate or exaggerate

• Respect others – and be polite

• Don’t be in hurry –

• Create a communication culture20

7 Cs of giving good 7 Cs of giving good informationinformation

Effective Effective communication for H. Nurses communication for H. Nurses Give Good InformationGive Good Information

ClearClear ConciseConcise

CourteousCourteousCompleteComplete

CorrectCorrect

ConcreteConcrete

Considerations Considerations

21

Therapeutic Therapeutic communicationcommunication

• Is helpful and healing for one or more of the participants

The art of Therapeutic Communication is not come naturally ----

you must learn it !

22

• You must have interpersonal skills and self awareness for therapeutic communication

23

In -- COMMUNICATIONIn -- COMMUNICATION

Remember to ---------- 4 rights • Choose the right word• Use it in the right way• To the right person• In the right manner

Remember the 3 Rs• Respect for self

• Respect for others• Responsibility for all your actions 24

Problems in CommunicationProblems in Communication( Young J W : Problems in communication- Pge -3 ( Young J W : Problems in communication- Pge -3

(1971(1971))• What I said• What I didn’t say• What I should have said• What I shouldn’t have said• What you thought I said• What you thought I should have said• What you thought I should not have said• What I wish I had said to make you think I

said the right thing

Contd… 25

…….•What I heard•What I did not hear•What I should have heard•What I should not have heard•What you heard•What you thought you heard•What you thought you should have heardWhat I wished you heard to make you think you heard the right thing

26

27