Communication in Nursing

(NCM 105 – Nursing Management & Leadership)

Nhelia B. Perez RN, MSN

Northeastern College – Nursing Department

Santiago City, Philippines

A Challenge

Please write a One Sentence Definition of

EFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATION

Definition of Communication

The exchange of thoughts, messages, or the like, as by speech, signals or writing.

To express oneself in such a way that one is readily and clearly understood.

Definition of Communication

Communication is shared feelings/shared understanding.

If you can honestly achieve that goal, you are communicating.

Successful Communication

Sender

ReceiverMessage

Communication

Message

Same message is being received by receiver as send by the sender

SourceDecodingChannelEncoding ReceiverMsg Msg. Msg. Msg.

Feedback

Context

The Communication Process

PRINCIPLES OF EFFECTIVE COMMUNICATION

• Clear lines of communication serve as the linking process by which parts of the organization are unified toward goal achievement.

• Simple, exact and concise messages ensure understanding of the message to be conveyed.

• Feedback is essential communication.

• Communication thrives best in a supportive environment which encourages positive values among its personnel.

• A manager’s communication skill is vital to the attainment of the goals of the organization.

• Adequate and timely communication of work – related issues or changes that may affect jobs enhance compliance.

Types of Communication

• Verbal– Oral– Email– Written

• Nonverbal– Expression– Body language– Expressive behaviors

Channel in the Communication Process

Verbal channels Non- Verbal channels Written channels

Face-to-face meetings, telephone

and videoconferencing;

Intonation Personal appearance

Facial expressionPosture and gait

touch

Letters, emails, memos and reports.

5 steps to Communication

• Encoding– Speaker gives the info

• Decoding– Audience receives info

• Reception – Audience receives info

PEERS & MEMBERS OF THE TEAM

PATIENT, FAMILY& COMMUNITY

WORKERS’ FAMILY & FRIENDS

SUPERIOR

NURSES

SUBORDINATES

Analytical & Global Marking

Effective

4Things To

Remember

Communication:

Why Do YouCommunicate?

Relationships

CareerOffice

7070%%Mistakes at work is due to poor communication

Difficult Situations

Very Difficult Situations

4 Steps to

Helpful Listening

AFFIRM

EXPLORE

REFLECT

SILENCE

Seek first to Understand

Before Being Understood

The Cockroach Game

6PrinciplesOf Choosing the Right Words

Don’t Don’t Always Always

Use Use “You”!“You”!

“You must be more polite.”

Focus on Solutions, not ProblemsFocus on Solutions, not Problems

“We have run out of cherries!”

Use more Use more CANs’CANs’ than CAN’Ts’than CAN’Ts’

“I CAN’T help you now!”

Say what you WANT, not what you DON’T WANT

“I don’t want to be pulled-out!”

Focus on the FUTURE, Focus on the FUTURE, not the PASTnot the PAST

“Why did you perform so badly yesterday?”

SHARE your ideas, SHARE your ideas, don’t ARGUEdon’t ARGUE

“I don’t agree with you! You are wrong!”

5Cs’s’

Of Effective Speaking

•Courteous

•Clear?

•Concise

•Complete

•Concrete

Non-VerbalCommunication

Women are more Sensitive than Men!

Eye Contact

• Direct Eye Contact

• Look Downwards

• Single Raised Eye-Brow

• Both Raised Eye-Brows

• Bent Eye-Brows

Posture

Gestures

Proximity

Smiling

17Muscles to SMILEMuscles to SMILE

43Muscles to FROWN

#1 Listen Carefully

#2 Use the Right Words

#3 Speak Well

#4 Watch Your Body Language

Methods of Communication

Memo, fax, e-mail, voice mail, letter.

Phone call, in-person.

Two-Way

One-Way

Collaborative

Team meetings, consulting, consensus, decision making, group problem solving.

Feedback

• Clarifying– Restating

• Interpretive – Making observations

• Judgmental – Drawing conclusions

• Personal Reaction– Your personal feelings

Communication Advantages Increase productivity.

Reduce stress.

Better understand what others are saying.

Better understand how to get your message across.

Enhance relationships.

Save time and money.

Who Is Responsible?

The Communicator.

How Much Is The Communicator Responsible?

60 Percent!

Some Tips

• Don’t read from notes

• Add humor

• Speak Clearly

• Pause

• Watch your body language

More Tips

• Know when to stop talking

• Audio visuals

• Maintain Eye contact