ManagementCOMMUNICATION MOHAMMED ALHABSI INDANAN Skills Quality Coordinator- Ambulatory Care Unit King Abdulaziz Specialist Hospital-Taif
Why Communication is important?… the lifeblood of a successful organisation
Objectives of Presentation• Discuss the importance of effective communication in healthcare management.• Utilize communication skills effectively in the management process.
Outline …………………… • Definition: Communication • Classification, Modes , & Types of Communication • Communication Process • Barriers of Communication • Cultural Differences & Breaking Cultural barriers strategies • Organisational Communication • Communication in Healthcare
C ommunication“communis” means common“the exchange of thoughts, messages, or information - by speech, signal, writing, or behavior.”
classification of CommunicationVERBAL Communication• Words or Languages Oral and WrittenNON-VERBAL Communication• Gestures, aural, & visual Space, Environment, Appearance, Eye Contact, Posture, Facial Expression & Timing, Vocal Expression
Communication ModesWRITTEN CommunicationFACE-TO-FACE CommunicationTELEPHONE CommunicationELECTRONIC communication
Types of CommunicationIntrapersonalInterpersonalIntergroupMass
The COMMUNICATION Process Msg Msg Msg MsgSource Encoding Channel Decoding Receiver Feedback Context
ASSERTIVE Communication:“I” statement. …direct, honest, and appropriateways that do not infringes onanother person’s rights.congruent both verbal & nonverbal msg.
PASSIVE Communication: Occurs when a person suffers in silence although he/she may feel strongly about the issue
AGGRESSIVE Communication: Express themselves in a direct & often hostile manner that infringes on others rights “winning at all cost” Demonstrating self-excellence
PASSIVE-AGGRESSIVE Communication: Is an aggressive msg. presented in a passive way. Limited verbal exchange with incongruent with non verbal behavior This person feigns withdrawal in an effort to manipulate the situation
L highestTform N Communication….. …The I S E of I N G………An active process that requires conscious attention, is critical to good communication.The leader who actively listens gives genuine time & attention to the sender, focusing on verbal & nonverbal communication.
Forms of L I S T E N I N G“IGNORING” Listening“PRETENDING” ListeningSELECTIVE ListeningAT TENTIVE ListeningEMPATHIC Listening
ORGANIZATIONAL Communication Strategies• Managers must assess organisational communication• Managers must understand the organisation’s structure & recognise who will be affected by decisions• Communication is not a one-way channel• Communication must be clear, simple, & precise
ORGANIZATIONAL Communication Strategies• Senders should seek feedback regarding whether their communication was accurately received• Multiple communication methods should be used, when possible, if a message is important• Managers should not overwhelm subordinates with unnecessary information KISS principle …. “Keep it Simple & Straightforward”
• Timely• Accurate• Unambiguous• Understood by the recipient Reduces error Results in patient safety
To prevent error…..1. The complete verbal and telephone order or test result is written down by the receiver of the order or test result.2. The complete verbal and telephone order or test result is read back by the receiver of the order or test result.
To prevent error…..3. The order or test result is confirmed by the individual who gave the order or test result.4. Policies and procedures should support consistent practice in verifying the accuracy of verbal and telephone communications.
Introduce yourself, andS ituation briefly state the issue that you want to discuss.B ackground Describe the background or context.A ssessment State what you think the problem is.R State what you would like ecommendation to address the problem.
Communication is a keyskill for any health careprofessional, but for nurses,we are in the occupation thathas Interpersonalcommunication at its C ore….
References:• Leadership Roles & Management functions in Nursing by Bessie L. Marquis,RN, MSN & Carol J. Huston, RN,MSN, DPA, FAAN 6th edition 2009• Joint Commission International Accreditation Standards for Hospital 4th Edition effective January 1, 2011• Learning Method of effective Communication in Nursing• MindTools.com