Communication skills

1. COMMUNICATION
Hanuman Ram Bishnoi
Faculty, All India Institute of
Medical sciences Jodhpur

2. INTRODUCTION
Most of the managerial communication
time is spent speaking and listening.
It is clear that in a leadership role one
must have excellent interpersonal
communication skills.

3. DEFINE
COMMUNICATION IS THE ART OF
TRANSMITTING INFORMATION, IDEAS
AND ATTITUDES FROM ONE PERSON TO
OTHER BY SPEECH, SIGNALS, WRITING
OR BEHAVIOUR.

4. 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.

6. LEVELS OF COMMUNICATION
INTRAPERSONAL:
Occurs with in the individual.
INTERPERSONAL:
Between two people or a small group.
PUBLIC:
With large group ( lecture, Health Education)

7. Communication is the process of sending
and receiving information among people…
SENDER RECEIVER
Feedback
receiver sender
MESSAGE
&
CONTEXT

8. 1. IDEATION
Reason for
communication
2. ENCODING
Ideas put into
words/symbols
COMMUNICATION PROCESS
SENDER
3. BRIDGE
Message transmitted over a
verbal/ nonverbal channel.
4. DECODING
Words or symbols put
into action
RECEIVER
5. Acts in response to
message feedback to
sender

9. TYPES OF COMMUNICATION
VERBAL NONVERBAL
ONE
WAY
TWO
WAY
ONE
WAY
TWO
WAY

10. What are the most common ways
we communicate?
Spoken Word
Written Word
Visual Images
Body Language

11. • THE MANAGER USES FOLLOWING MODES
OF COMMUNICATION MOST FREQUENTLY.
VERBAL
1.WRITTEN: Most Managers are required to do
considerable amount of this type of communication
and therefore need to be able to write clearly.
What do managers write……..Policies,
procedures events, charge, job description,
performance appraisal.

12. PROFESSIONAL CORRESPONDANCE
• Keep message short, concise, less than one page.
• Focus on recipient's need.
• Use simple language, clear and keep paragraph to 3-
4 sentences.
• Review the message.
• Revise the content as needed.
• Important communication requires several drafts.
• Always re-read before sending the letter.
• Use spelling and grammar check

13. PARKINS (2007)
a) Header (to, from, date and subject) -1/8 of memo.
b) Opening, context and task (purpose, the context of problem
and specific assignment)
c) Summary, discussion (support your ideas/plan) ½ of memo
d) Closing segment – necessary attachments, the action you
want your reader to take, what attachments- 1/8 of memo.

14. THOMPSON (2007)
• Address – Correct name, Job title (if formal letter).
• Subject – Summarize the purpose.
• Keep memo concise, clear and to the point, bullets/ headings to
emphasize key points.
• Paragraph –
• First - to express the context or purpose and to introduce problem.
• Next - what has been done or needs to be done.
• Closing - clarify what the reader is expected to do.
• Conclusion - summarize the memo, attachments

15. VERBAL
2. FACE TO FACE:
To make verbal communication effective following
techniques are required.
1. Clarity and Brevity
2. Vocabulary
3. Pacing verbal communication.
4. Timing and relevance.
5. Humor – powerful tool in management when used in
good sense.

16. Non verbal communication:
• Transmits messages without the use of words.
• Non verbal communication has emotional component
of the message, it is one of the powerful ways people
convey messages. Considered more reliable than verbal
communication.

17. • Meta communication – message convey the
senders attitude, feelings, intentions towards
listener (verbal/nonverbal) e.g. smiling when
angree
• Personal Appearance
• Intonation – tone
• Facial Expression
• Posture and gait
• Gestures
• Touch

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. HIERARCHY LEVEL
Executive Director
Vice President
A.G.M.
Manager
Supervisor
Forman
Supervisor 3Supervisor 1 Supervisor 2
Manager
Horizontal Comm.

20. BARRIERS OF COMMUNICATION

21. All messages do not reach the
receiver due to “distortion”
Sender Receiver
Feedback
Distortion

22. What causes distortion or the barriers to
understanding/listening?
• Perceptions
• Chain of command
• Language
• Frame of reference
• Self preservation
• Crisis • Environment – noise
• Preconceived notions/
expectations
• Attention span
• Physical hearing problem

23. …
• People who are upset
… tend to think negatively!
…have difficulty hearing,
understanding
& remembering information.

24. LISTENING
Is used more than reading and writing combined to
collect information…
If you listen well, others will think:
• You take them seriously
• You value them
If you listen poorly, others will think:
• You are ignoring them
• You do not appreciate them

25. How can we improve our listening skills?
Eliminate distractions
Concentrate
Focus on the speaker
Maintain an open mind
Look for nonverbal cues
Do not react to emotive words
Ask questions
Sit so you can see & hear
Avoid prejudices
Take notes
Ask for clarification

26. Other helpful techniques to foster communication (both verbal and
non-verbal)…
Maintain eye
contact
Make encouraging
statements
Nod Your Head
Keep an open
body position
Repeat a sentence
or part of one
Repeat the last
word or two of the
prior speaker

27. LADDER
FOLLOW LADDER PATTERN
L - Look at the other person
A - Ask appropriate question
D - Don’t interrupt
D - Don’t change subject
E - Express emotions with Control
R - Responsively listen

28. Improving Body Language - Tips
• Keep appropriate distance
• Touch only when appropriate
• Take care of your appearance
• Be aware - people may give false cues
• Maintain eye contact
• Smile genuinely

29. Strategies
• Manger must assess the organizational communication.
• Must understand the organizational structure and
recognize who will be affected by the decision.
• Must ask for feedback
• Must use multiple communication methods.
• Should not overwhelm subordinates with unnecessary
information.

30. Confidentiality
• Protecting confidentiality and privacy of
personal or patient information – duty of
manager /nurse.
• Difficult / complex as a result of increased
electronic communication.

31. Public Relations
• Manager has the formal authority and
responsibility to communicate with many people
in the organization.
• After selecting a communication channel – focus
on even greater challenge in communicating the
message clearly – Verbally / Writing in an
appropriate language.

32. …in the new global and diverse
workplace requires
excellent communication skills!
Success for YOU…

33. Questions

34. Thanks for Listening

35. BIBLIOGRAPHY
BOOKS
1. Marquis L.B.. & Huston C. J.(2009 ). Leadership Roles and Management
Functions in Nursing. (6th
edn.). J.B. Lippincott Company.
2. Rigolosi E.M. (2005) Management and Leadership in nursing and health
care(2th
edn.)Springer publishing company: new York.
3. Howard S.R. & Beatrice L.R. Nursing Administration Handbook.
4. Basavanthappa B.T (2007) nursing Administration (1st
edn.). Jaypee
Brothers: New Delhi.