3. GOAL.GOAL.
AT THE END OF THE SEMINAR THEAT THE END OF THE SEMINAR THE
GROUP WILL GAIN KNOWLEDGEGROUP WILL GAIN KNOWLEDGE
ABOUT COMMUNICATION INABOUT COMMUNICATION IN
NURSINGNURSING
4. SPECIFIC OBJECTIVES.SPECIFIC OBJECTIVES.
AT THE END OF THE SEMINAR THE GROUP ISAT THE END OF THE SEMINAR THE GROUP IS
ABLE TO:ABLE TO:
1. DEFINE THE TERM COMMUNICATION.1. DEFINE THE TERM COMMUNICATION.
2. LIST DOWN THE CHANNELS AND LEVELS OF2. LIST DOWN THE CHANNELS AND LEVELS OF
COMMUNICATION IN NURSING.COMMUNICATION IN NURSING.
3. ENLIST THE FACTORS INFLUENCING3. ENLIST THE FACTORS INFLUENCING
COMMUNICATION IN NURSING.COMMUNICATION IN NURSING.
continuedcontinued
5. SPECIFIC OBJECTIVES.SPECIFIC OBJECTIVES.
4. EXPLAIN THE VARIOUS4. EXPLAIN THE VARIOUS
TECHNIQUES OF THERAPEUTICTECHNIQUES OF THERAPEUTIC
COMMUNICATION.COMMUNICATION.
5. EXPLAIN THE BLOCKS TO5. EXPLAIN THE BLOCKS TO
COMMUNICATION IN NURSING.COMMUNICATION IN NURSING.
6. EXPLAIN REGARDING IMPAIRED6. EXPLAIN REGARDING IMPAIRED
VERBAL COMMUNICATION ANDVERBAL COMMUNICATION AND
RELATED NURSING INTERVATIONRELATED NURSING INTERVATION
6. Definition of communicationDefinition of communication::
COMMUNICATION IS THE PROCESS OFCOMMUNICATION IS THE PROCESS OF
EXCHANGING THE INFORMATION, ANDEXCHANGING THE INFORMATION, AND
THE PROCESS OF GENERATING ANDTHE PROCESS OF GENERATING AND
TRANSMITTING MEANINGS, BETWEENTRANSMITTING MEANINGS, BETWEEN
TWO OR MORE INDIVIDUALS. IT IS THETWO OR MORE INDIVIDUALS. IT IS THE
FOUNDATION OF SOCIETY AND THEFOUNDATION OF SOCIETY AND THE
MOST PRIMARY ASPECT OF A NURSEMOST PRIMARY ASPECT OF A NURSE
PATIENT INTERACTION.PATIENT INTERACTION.
7. DEFINITIONDEFINITION
COMMUNICATION IS THE ART OFCOMMUNICATION IS THE ART OF
TRANSMITTING INFORMATION,TRANSMITTING INFORMATION,
IDEAS AND ATTITUDES FROM ONEIDEAS AND ATTITUDES FROM ONE
PERSON TO OTHER BY SPEECH,PERSON TO OTHER BY SPEECH,
SIGNALS, WRITING OR BEHAVIOUR.SIGNALS, WRITING OR BEHAVIOUR.
8. ITS ESSENCES :
PERSONAL PROCESS
OCCURS BETWEEN PEOPLE
INVOLVES CHANGE IN BEHAVIOUR
MEANS TO INFLUENCE OTHERS
EXPRESSION OF THOUGHTS AND EMOTIONS THROUGH
WORDS & ACTIONS.
TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.
IT IS A SOCIAL AND EMOTIONAL PROCESS.
9.
10. PROCESS OF COMMUNICATIONPROCESS OF COMMUNICATION
SMCR MODELSMCR MODEL
SENDER MESSAGE
CHANNEL RECEIVER
AWARENESS
INTEREST
EVALUATION
ADOPTION
11. PURPOSES OFPURPOSES OF
COMMUNICATION IN NURSINGCOMMUNICATION IN NURSING
SYSTEM.SYSTEM.
1. TO TRANSFER INFORMATION1. TO TRANSFER INFORMATION
BETWEEN PATIENTSBETWEEN PATIENTS AND ALLAND ALL
CLASSES OF EMPLOYEES.CLASSES OF EMPLOYEES.
2. TO INTERPRET AND ADOPT2. TO INTERPRET AND ADOPT
POLICES IN THE ORGANIZATION.POLICES IN THE ORGANIZATION.
continuedcontinued
12. Purposes of communication inPurposes of communication in
nursing system.nursing system.
3. TO INCLUDE MOTIVATION, CO-3. TO INCLUDE MOTIVATION, CO-
OPERATION AND CO-ORDINATIONOPERATION AND CO-ORDINATION
IN THE EMPLOYEES AND PATIENTS.IN THE EMPLOYEES AND PATIENTS.
4 TO IMPROVE NURSE-PATIENT4 TO IMPROVE NURSE-PATIENT
RELATIONSHIPRELATIONSHIP
continuedcontinued
13. PURPOSES OFPURPOSES OF
COMMUNICATION IN NURSINGCOMMUNICATION IN NURSING
SYSTEM.SYSTEM.
5. TO RECRUIT, SELECT, TRAIN AND5. TO RECRUIT, SELECT, TRAIN AND
DEVELOP THE PERSONNEL IN THEDEVELOP THE PERSONNEL IN THE
ORGANIZATION.ORGANIZATION.
6. TO ENCOURAGE PARTICIPATION IN6. TO ENCOURAGE PARTICIPATION IN
DECISION MAKING.DECISION MAKING.
continuedcontinued
14. Purposes of communication inPurposes of communication in
nursing system.nursing system.
8. TO DELEGATE OR DECENTRALIZE8. TO DELEGATE OR DECENTRALIZE
AUTHORITY.AUTHORITY.
9. TO BOOST THE GROUP MORALE OF9. TO BOOST THE GROUP MORALE OF
THE WORKERSTHE WORKERS
continuedcontinued
15. PURPOSES OFPURPOSES OF
COMMUNICATION IN NURSINGCOMMUNICATION IN NURSING
SYSTEM.SYSTEM.
10. TO ENSURE PATIENT SAFETY AND10. TO ENSURE PATIENT SAFETY AND
JOB SATISFACTION.JOB SATISFACTION.
11. TO HELP THE GRIEVANCE11. TO HELP THE GRIEVANCE
PROCEDURE AND DISCIPLINARYPROCEDURE AND DISCIPLINARY
ACTIONS.ACTIONS.
16. LEVELS OF COMMUNICATION.LEVELS OF COMMUNICATION.
1. INTRAPERSONAL COMMUNICATION- SELF1. INTRAPERSONAL COMMUNICATION- SELF
TALK, SELF INSTRUCTION,TALK, SELF INSTRUCTION,
2. INTERPERSONAL COMMUNICATION-2. INTERPERSONAL COMMUNICATION-
INTERACTION BETWEEN TWO PEOPLE OR ININTERACTION BETWEEN TWO PEOPLE OR IN
A SMALL GROUP.A SMALL GROUP.
continuedcontinued
17. LEVELS OF COMMUNICATION.LEVELS OF COMMUNICATION.
3. GROUP COMMUNICATION:3. GROUP COMMUNICATION:
1.1. SMALL GROUP COMMUNICATION.SMALL GROUP COMMUNICATION.
2.2. ORGANIZATIONAL COMMUNICATION.ORGANIZATIONAL COMMUNICATION.
3.3. GROUP DYNAMICSGROUP DYNAMICS
18. Types of Communication
Downwards : Highly Directive, from Senior to
subordinates, to assign duties,
give instructions, to inform to offer
feed back, approval to highlight problems etc.
Upwards : It is non directive in nature from down
below, to give feedback, to inform
about progress/problems, seeking
approvals.
Lateral or Horizontal: Among colleagues, peers at same
level for information level
for information sharing for
coordination, to save time.
Diagonal : Interact with personnel and managers
of other departments.
Grapevine : Most informal communication.
19. TYPES OF COMMUNICATION INTYPES OF COMMUNICATION IN
HEALTH CARE SYSTEMHEALTH CARE SYSTEM
IT IS THE MEDIUM THE SENDER HASIT IS THE MEDIUM THE SENDER HAS
SELECTED TO SEND THESELECTED TO SEND THE
MESSAGE.IT CAN BE:MESSAGE.IT CAN BE:
VERBAL COMMUNICATIONVERBAL COMMUNICATION--
1. DISCUSSION1. DISCUSSION
2. MEETINGS2. MEETINGS
3. SUGGESTIONS3. SUGGESTIONS
4. ADVICE4. ADVICE
5. ANNOUNCEMENTS5. ANNOUNCEMENTS
CONTINUEDCONTINUED
20. TYPES OF COMMUNICATION INTYPES OF COMMUNICATION IN
HEALTH CARE SYSTEMHEALTH CARE SYSTEM
6. PERIODICAL TALK BETWEEN6. PERIODICAL TALK BETWEEN
EMPLOYER AND EMPLOYEEEMPLOYER AND EMPLOYEE
7. STAFF CONFERENCES7. STAFF CONFERENCES
8. SOCIAL GATHERINGS8. SOCIAL GATHERINGS
9. EMPLOYEE COUNSELING'S9. EMPLOYEE COUNSELING'S
CONTINUEDCONTINUED
21. TYPES OF COMMUNICATION INTYPES OF COMMUNICATION IN
HEALTH CARE SYSTEMHEALTH CARE SYSTEM
10. RECORDS AND REPORTS10. RECORDS AND REPORTS
11. STANDING ORDER11. STANDING ORDER
12. PROTOCOLS12. PROTOCOLS
13. HANDBOOKS13. HANDBOOKS
14. PATIENT FILES14. PATIENT FILES
CONTINUEDCONTINUED
22. TYPES OF COMMUNICATION INTYPES OF COMMUNICATION IN
HEALTH CARE SYSTEMHEALTH CARE SYSTEM
15. MANUALS15. MANUALS
16. COMPLAINT BOOK/FEEDBACK16. COMPLAINT BOOK/FEEDBACK
FORMSFORMS
17. HOSPITAL MAGAZINE17. HOSPITAL MAGAZINE
18. ANNUAL REPORTS18. ANNUAL REPORTS
23. TYPES OF COMMUNICATION IN HEALTHTYPES OF COMMUNICATION IN HEALTH
CARE SYSTEMCARE SYSTEM
NON-VERBAL COMMUNICATION IN HEALTHNON-VERBAL COMMUNICATION IN HEALTH
CARE SETUP:CARE SETUP:
ALARM SYSTEMALARM SYSTEM
BULLETIN BOARDSBULLETIN BOARDS
SUGGESTION SYSTEMSSUGGESTION SYSTEMS
CONTINUEDCONTINUED
24. TYPES OF COMMUNICATION INTYPES OF COMMUNICATION IN
HEALTH CARE SYSTEMHEALTH CARE SYSTEM
4. TELECOMMUNICATION SYSTEM.4. TELECOMMUNICATION SYSTEM.
5. ENQUIRY OFFICE OR PUBLIC5. ENQUIRY OFFICE OR PUBLIC
RELATION OFFICE.RELATION OFFICE.
6. PATIENT INFORMATION BOOKLETS.6. PATIENT INFORMATION BOOKLETS.
7. SIGN POSTS FOR PATIENTS AND7. SIGN POSTS FOR PATIENTS AND
GENERAL PUBLICGENERAL PUBLIC
25. TYPES OF COMMUNICATION INTYPES OF COMMUNICATION IN
HEALTH CARE SYSTEMHEALTH CARE SYSTEM
NURSING CARE DELIVERYNURSING CARE DELIVERY
1. TOUCH.1. TOUCH.
2. EYE CONTACT.2. EYE CONTACT.
3. FACIAL EXPRESSION.3. FACIAL EXPRESSION.
4. POSTURE.4. POSTURE.
CONTINUEDCONTINUED
26. TYPES OF COMMUNICATION INTYPES OF COMMUNICATION IN
HEALTH CARE SYSTEMHEALTH CARE SYSTEM
5. GESTURE5. GESTURE
6. MODE OF DRESS AND GROOMING.6. MODE OF DRESS AND GROOMING.
7. SOUNDS.7. SOUNDS.
8. SILENCE.8. SILENCE.
9. GENERAL PHYSICAL APPEARANCE9. GENERAL PHYSICAL APPEARANCE
29. THERAPEUTICTHERAPEUTIC
COMMUNICATION TECHNIQUES.COMMUNICATION TECHNIQUES.
1.1. ACTIVE LISTENING.ACTIVE LISTENING.
LISTENING IS A SKILL THAT CAN BE DEVELOPED BYLISTENING IS A SKILL THAT CAN BE DEVELOPED BY
FOLLOWING THE BELLOW MENTIONEDFOLLOWING THE BELLOW MENTIONED
GUIDELINES:GUIDELINES:
a. PHYSICALLY SHOW THAT YOU ARE READY TOa. PHYSICALLY SHOW THAT YOU ARE READY TO
LISTEN.LISTEN.
b. IGNORE THE CLIENT’S APPEARANCE OR MANNERb. IGNORE THE CLIENT’S APPEARANCE OR MANNER
OF DELIVERY.OF DELIVERY.
c. WATCH YOUR NONVERBAL COMMUNICATION.c. WATCH YOUR NONVERBAL COMMUNICATION.
d. KEEP YOUR MIND ON WHAT THE PATIENT ISd. KEEP YOUR MIND ON WHAT THE PATIENT IS
SAYING.SAYING.
CONTINUEDCONTINUED
30. THERAPEUTICTHERAPEUTIC
COMMUNICATION TECHNIQUES.COMMUNICATION TECHNIQUES.
e. VISUALIZE THE SITUATION FROMe. VISUALIZE THE SITUATION FROM
THE CLIENT’S POINT OF VIEW.THE CLIENT’S POINT OF VIEW.
f. DO NOT INTERRUPT IMMEDIATELY.f. DO NOT INTERRUPT IMMEDIATELY.
g. EVALUATE THE LOGIC ANDg. EVALUATE THE LOGIC AND
CREDIBILITY OF WHAT YOU HEAR.CREDIBILITY OF WHAT YOU HEAR.
h. DO NOT GIVE YOUR LAST WORD.h. DO NOT GIVE YOUR LAST WORD.
31. THERAPEUTICTHERAPEUTIC
COMMUNICATION TECHNIQUESCOMMUNICATION TECHNIQUES
2. SHARING OBSERVATION.2. SHARING OBSERVATION.
3. SHARING SYMPATHY.3. SHARING SYMPATHY.
4. SHARING HOPE.4. SHARING HOPE.
5. SHARING HUMOR.5. SHARING HUMOR.
6. SHARING FEELING.6. SHARING FEELING.
7. USING TOUCH.7. USING TOUCH.
8. USING SILENCE.8. USING SILENCE.
34. BARRIERS OF COMMUNICATIONBARRIERS OF COMMUNICATION
IN NURSING.IN NURSING.
1. FAILURE TO PERCEIVE PATIENT1. FAILURE TO PERCEIVE PATIENT
AS HUMAN BEING.AS HUMAN BEING.
2. FAILURE TO LISTEN.2. FAILURE TO LISTEN.
3. INAPPROPRIATE COMMENTS AND3. INAPPROPRIATE COMMENTS AND
QUESTIONS.QUESTIONS.
4. USING CLICHÉS.4. USING CLICHÉS.
5. USING QUESTIONS REQUIRING5. USING QUESTIONS REQUIRING
ONLY YES OR NO ANSWER.ONLY YES OR NO ANSWER.
35. BARRIERS OF COMMUNICATIONBARRIERS OF COMMUNICATION
IN NURSING.IN NURSING.
6. USING QUESTIONS THAT PROBE6. USING QUESTIONS THAT PROBE
FOR INFORMATION.FOR INFORMATION.
7. USING LEADING QUESTIONS.7. USING LEADING QUESTIONS.
8. USING COMMENTS THAT GIVES8. USING COMMENTS THAT GIVES
ADVICE.ADVICE.
9. USING JUDGMENTAL9. USING JUDGMENTAL
COMMENTS.COMMENTS.
36. BARRIERS OF COMMUNICATIONBARRIERS OF COMMUNICATION
IN NURSING.IN NURSING.
10. CHANGING THE SUBJECT.10. CHANGING THE SUBJECT.
10. GIVING FALSE ASSURANCE.10. GIVING FALSE ASSURANCE.
11. GOSSIP AND RUMOR.11. GOSSIP AND RUMOR.
12. AGGRESSIVE INTERPERSONAL12. AGGRESSIVE INTERPERSONAL
BEHAVIOR.BEHAVIOR.
37. BARRIERS OF COMMUNICATIONBARRIERS OF COMMUNICATION
IN NURSING.IN NURSING.
NURSE’S ACTION:NURSE’S ACTION:
a. REALIZE THAT THE AGGRESSOR ,NOTa. REALIZE THAT THE AGGRESSOR ,NOT
YOU, IS AT FAULT.YOU, IS AT FAULT.
b. DEVELOP A PLAN OF ACTION.b. DEVELOP A PLAN OF ACTION.
c. TAKE ACTION BY OBJECTIVELYc. TAKE ACTION BY OBJECTIVELY
RECORDING THE PATTERN OFRECORDING THE PATTERN OF
INCIDENTS.INCIDENTS.
38. BARRIERS OF COMMUNICATIONBARRIERS OF COMMUNICATION
IN NURSING.IN NURSING.
d. ADDRESS THE AGGRESSOR EITHERd. ADDRESS THE AGGRESSOR EITHER
BY YOURSELF OR WITH A SUPPORTBY YOURSELF OR WITH A SUPPORT
STAFF MEMBER.STAFF MEMBER.
e. MAKE A FORMAL WRITTENe. MAKE A FORMAL WRITTEN
COMPLAINT.COMPLAINT.
f. AS A LAST RESORT CONSIDERf. AS A LAST RESORT CONSIDER
LEGAL ACTION.LEGAL ACTION.
