CommunicatiCommunicationonby by

Dr. Hala YehiaDr. Hala Yehia

ObjectivesAt the end of this lecture the student will be able to:

· Define communication· List importance of communication· Describe communication process.. Explain level of communication· Explain Types of communication· Identify blocks and barrier of

effective communication· Discuss therapeutic communication.

Introduction

Communication is the basic element of human interaction that allows people to

establish, maintain and improve contacts with others.

It is the foundation of society and the most primary aspect of a nurse patient interaction

Communication is a process in which Communication is a process in which people affect one another through people affect one another through the exchange of information, ideas, the exchange of information, ideas, and feelings.and feelings.

Definition of Definition of CommunicationCommunication

The process of trans-The process of trans-mitting information mitting information from one person to from one person to another or group of another or group of people. people.

OROR

Importance of communication

Communication skills help the nurse in many ways:

Communication skills help to generate trust between the nurse and patient.

Communication skills provide the nurse with professional satisfaction, i.e: provide job satisfaction.

Communication is the foundation of all relationship between the nurse and other member of the health team.

It provides means of coordination.

Communication ProcessCommunication Process

2. Encoding

1. Sender

6. Feedback

3. Channel

4. Receiver

5. Decoding

Communication Process Communication Process cont.cont.

SenderThe sender a person or groups who wish to convey a message to another can be considered the source-encoder.

Person or group who initiates or begins the communication process

Communication Process Communication Process cont.cont.

Encoding The sender encodes the message, the process of selecting and organizing message involves the selection or specific signs or symbol (codes) to transmit the message such as which language

Message The message itself-what is actually said or written.

Communication Process Communication Process cont.cont.

Channel

The sender selects the appropriate channel for transmitting the message. The 3 typical communication channels are:

Channel cont.

1. Two-way, Face-to-Face e.g. Informal conversations, oral reports, interviews, speeches and teleconferences.

2. Two-way, Not Face-to-Face e.g. Telephone conversation

3. One-way, Not face-to-Face e.g. Written documents such as letter, memos, reports, or sent electronically by electronic mail.

Communication Process Communication Process cont.cont.

Receiverperson or group that must translate and interpret the message sent.

Through the translation of message, thereceiver must then make a decision about an accurate response

Communication Process Communication Process cont.cont.

Decoding

The receiver decodes the message, the process of interpreting and translating the message into meaningful information.

Communication Process Communication Process cont.cont.

Response (feedback)evidence that the message is correctly understood by the receiver; the intended meaning is translated and interpretedFeedback can be either verbal or non verbal or both.Nonverbal examples are a nod of the head.

LEVELS OF COMMUNICATION

Intrapersonal Communication Intrapersonal Communication

Interpersonal CommunicationInterpersonal Communication

Group communicationGroup communication

OrganizationalOrganizational communicationcommunication

levels of levels of CommunicationCommunication

Intrapersonal communication- It is self-talk or an internal dialogue that occurs constantly and consciously. Nurse can use intrapersonal communication to develop self awareness

Number of People Involved

Interpersonal communication – occurs between two or more people with a goal to exchange messages

Levels of Levels of Communication Cont.Communication Cont.

Group communication – Occurs when nurses interact with 2 or more individuals.Members of small group must communicate to achieve their goal the supervisor and the employees, e.g. staff meetingsOrganizational communication – occurs when individuals and groups within an organization communicate to achieve specific goals, e.g. nurses working with other health team members on strategic planning.

Types of Types of CommunicationCommunication

Verbal Communicatio

n

Non Verbal Communicati

on

Types of CommunicationTypes of Communication…Cont.…Cont.

Talks.Talks.

Reading.Reading.

Mass MediaMass Media

1.1. Verbal CommunicationVerbal Communication

Verbal Communication

Is exchange of information using words and include both spoken and written word.

Verbal Communication is largely conscious because people choose the words they use. The words used vary among individuals according to: culture socioeconomic background, age, and education.

Verbal Communication Cont.

To make a message clear, the nurse uses effective verbal communication techniques;

clear and concise phasing of words, a properpacing of statements, and understandable

vocabulary.

- clarity and brevity (using example can make an explanation easier to understand)

Verbal Communication Cont.

- Vocabulary; instead of using technical words, use local words for better understanding.

Pacing: verbal communication is successful when expressed at an appropriate pace.

Verbal Communication Cont.

The Written communication must be based on four essential item- Clear- Correct- Complete- Concise

Types of CommunicationTypes of Communication…Cont.…Cont.

Body Gesture and use of Body Gesture and use of Hand.Hand.

Setting.Setting.

Facial expression.Facial expression.

Eye movements.Eye movements.

2. Non Verbal Communication

Nonverbal Communication

transmission of information without the use of wordsNonverbal communication is sometimes called body language. It includes gestures body movements, use of touch and physical appearance.

Nonverbal Communication cont.

TOUCHviewed as one of themost effective non verbalways to express feelingsof comfort , love ,affection , security and many others

Nonverbal Communication cont.

Eye contact•Suggests respect and a willingness to listen and tokeep communication open

Nonverbal Communication Cont.

PERSONAL APPEARANCE. A person's clothing and grooming (makeup, combing hair) practices easy significant non verbal messages.

The nurse physical appearance influencesthe clients perception of care received. Each client has a preconceived image of a nurse. The traditional uniform can be a symbol of cleanliness and competence.

POSTURE AND GAIT. The ways people walk and carry themselves are often reliable indicators of self concept current mood and health.

Nonverbal Communication Cont.

FACIAL EXPRESSION. No part of the body is as expressive as face suggests happiness and sadness can be conveyed by facial expression.

Nonverbal Communication Cont.

GESTURES. USING VARIOUS PARTS OF THE BODY CAN CARRY NUMEROUS MESSAGES--- example thumbs up ( victory), kicking an object (angry); wringing the hands or tapping a foot indicates anxiety

Nonverbal Communication Cont.

Electronic communicationUsing technology e.g. E-mail

ContraindicationsUrgent message Private informationSerious diagnoses

Examples onExamples onVerbal and Verbal and Non Verbal Non Verbal

CommunicationCommunication

Factors influencing the Communication Process

A. Developmentthe rate of speech and language development various and is directly related to neurological and intellectual development.

To communicate effectively with children, the nurse must understand the influence of development of languages and thought process.

Factors influencing the communication Process cont.

B. Gender

Since males and females are often treated differently from childhood, they tend to develop different perspectives, attitudes about life, and communication styles

Factors influencing the communication Process cont.

C. Values Culture is values, beliefs, habits, likes and dislikes. It reflects the characteristics of a group of people. Culture influences behaviors and methods of communication.

Factors influencing the communication Process cont.

D- Perception:Receivers interpret a message through their own perception.

Perceptions are influenced by their own experience, interests, values, motivations and expectations.

Factors influencing the communication Process cont.

E. Roles and RelationshipThe roles and the relationship between sender and receiver affect communication process. Roles such as nursing student and instructor client and physician or parent and child affect the content and responses in the communication process

Factors influencing the communication Process cont.

F EnvironmentTemperature NoisePoor VentilationLack of Privacy

Barriers to communication

-False perception and interpretation of the message. -Noise blocking communication. -patient's feeling that he has not the interest of others as physicians and nurses. -Negative reaction of nurses towards the patient or fear of patient from the expected reaction.

Barriers to communication cont.

Misunderstanding of the nurses to the patient’s rights

Decrease the time that physicians spent with patients.

Limited communication between patient and nurse may be due to: -Patient in a private room. -Nurse is responsible about more than one patient.

NB: This barrier may cause a lot of undesired reactions. Patient fear, anxiety, stress will increase and this may cause deterioration of the patient psychological and even the physical condition.

This will lead to restriction of patient relationship with others and will be less confident in hospital personnel.

This condition will interact with the patient need understanding and as a result the patient care will not be effective because cooperation which is the result of communication is lost.

Therapeutic Communication

Therapeutic communication promotes understanding and can help establish a constructive relationship between the

nurse and the client

Active listening includes

1. Reflective questions2. Communication acceptance and

increase trust.3. Exercise problem-solving skills.

To be an active listener you should demonstrate interest by:

Sitting forward Sustaining eye contactNodding the headAsking occasional questional for clarification

core communication skills

Active listening

Giving and receiving feedback constructively

Reacting to others' ideas.

Let’s Try Let’s Try Improve Our Improve Our

CommunicatioCommunicationn

FinallFinallyy