CM Introduction to Communication 1-4.pptx

TUTOR, PEARSON,M.
MODULE NAME:
COMMUNICATION AND LIFE SKILLS
MODULE CODE: CMT 04101

MODULE DESCRPTION
 CA 40%
 Written test
20%(2hrs)
 Oral exam 15%(
5question for
15minutes)
 Assignment 5%
 ESE 60%
 Written 45%
 Oral exam 15%

Cont…
 CA & SE shall have five sections; A, B, C, D
and E
 Section A ten (10) Multiple Choice (10marks)
 Section B four (4) Multiple True/False (10
marks)
 Section C two (2) Matching Item Questions
each with 5 premises and 8 responses with a
total of 10 marks (5 marks for each question)
 Section D six to eight (6-8) Short Answer
Questions with a total of 40 marks

INTRODUCTION TO
COMMUNICATION
Miss Pearson, M
DECCA College of Health and Allied
Sciences

Learning Objectives
By the end of this session, students are expected
to be able to:
 Define communication
 Explain the importance of communication
 Identify types of communication
 Describe the communication process
 Describe effective communication skills
 Identify barriers to communication and how to
overcome them

What is communication?
Communication is the process of
exchanging:
o Information
o Thoughts
o Feelings
o Ideas
o Instructions
o Knowledge

cont

What is communication?
Is a two way process in which information,
knowledge, ideas and meanings are transmitted
by any means from one individual or group to
another individual or Group.

Cont…
Effective communication Is a communication
between two or more persons where the
intended message is successfully delivered,
received and understood
Therapeutic communication refers to face-to-
face process of interacting that focuses on
advancing the physical and emotional well-
being of a patient.

Communication is necessary to:-
1. Share knowledge and experiences
2. Build relationships
3. Motivate
4. Inform
5. Teach
6. Persuade (Encourage, influence)
7. Entertain
8. Inspire
9. Giving or receive direction
IMPORTANCE OF COMMUNICATION

TYPES OF EFFECTIVE COMMUNICATION
Communication can either be:
 Verbal: through spoken words 7-11%
Verbal communication refers to the form of
communication in which message is
transmitted verbally; communication is done
by word of mouth and writing.
In verbal communication always remember the
acronym KISS - keep it short and simple
Verbal Communication is further divided into,
two oral /spoken and written communication

Cont…
 Non-verbal (89-93%): ƒ
Gestures (smiling, leaning
forward, nodding) ƒ
The way we stand ƒ
The way we
sit ƒ
, Facial expressions ,ƒ
Silence ƒ
Eye contact.
Nonverbal communication is talking without
speaking a word. It is very effective, maybe even
more so than speech.

Verbal and Non-Verbal
Communication
Verbal Communication
 Sharing information through the written or spoken
word. Healthcare provider use verbal
communication extensively, they converse with
clients , write care plans, document
information and assessments, charts and give oral or
written change –of-shift reports.

cont
Non-Verbal Communication
 Is sharing information without using words or
language
 It is also called body language.
 The following are some of the common non-verbal
ways of communication

Cont…
Personal space
 Each person has an area around him or her varies
from person to person and across
cultures. Try not to violate the outermost boundary of
a person’s space.
 If you are too close, you invade the person’s space,
if you are too far away, you risk isolating the person.

Cont…
Eye contact
 Eye contact means looking directly into the eyes of
the other person.
Lack of direct eye contact has various meanings
among culture
Facial expressions
 Facial expressions convey messages of many
emotions: joy, sadness, anger and fear.

cont…
Body movements and Posture
 A twitching or bouncing foot may indicate anger,
impatience, boredom, nervousness, or
side effects of certain medications.
 Avoid making assumptions about these body
language messages; however ask clients
what they are feeling if you are concerned with these
or other visual cues.

Cont…
Personal Appearance and Grooming
 Personal hygiene and general appearance relate
information about clients.
 These nonverbal messages may convey clients true
feelings about themselves, or they
may be misleading, especially in illness

Communication can either be:-
Verbal: through spoken words 7-11%
Non-verbal (89-93%):
 Gestures (smiling, leaning forward, nodding)
 The way we stand
 The way we sit
 Facial expressions
 Silence
 Eye contact

People Often Say One Thing But
Seem To Feel A Different Way
 Crying while saying, ‘I am fine’
 Saying that you are listening
when you are not making eye
contact with the speaker and are
looking all around the room while
the speaker is talking
 Saying that you are not bored or
tired when you are yawning

Advantages of non-verbal communication
i. You can communicate with someone who cannot
hear.
ii. You can communicate in places where you have to
avoid talking audibly.
iii. You can communicate without others around you
hearing what is being communicated.

Cont…
i. You can communicate when a person is too
far away from you to hear you (for example,
by gesturing)
ii. Non-verbal communication makes
conversation short and brief.
iii. Non-verbal communication saves on time
and can be used as a tool to communicate
with people who don't understand your
language

Disadvantages of non-verbal communication
i. Long conversations using non-verbal
communication are usually not possible.
ii. Non-verbal communication varies from culture to
culture.
iii. Particulars of messages using non-verbal
communication cannot be discussed in detail.
iv. It is not useful as a public tool for communication
v. It cannot be used everywhere and is less influential
than verbal communication.

Communication
Flow/Process
A SENDER creates a MESSAGE for
the RECEIVER
 The SENDER uses a CHANNEL to
relay the MESSAGE
 The RECEIVER and the SENDER
use FEEDBACK to ask for more
information, get answers and find out
whether the message is understood

Cont…
Encoding - encoding is a process through which the
message is symbolized. It involves giving the
message a communication form.
Decoding - decoding is the process in which the
message is translated and meaning is
generated out of it.

 Sender (encoder, source)
 Sender / Encoder is a person who sends the
message.
 A sender makes use of symbols (words or graphic or
visual aids) to convey the message and produce the
required response.
 Sender may be an individual or a group or an
organization.
 The views, background, approach, skills,
competencies, and knowledge of the sender have a
great impact on the message.
 The verbal and non-verbal symbols chosen are
essential in ascertaining interpretation of the message
by the recipient in the same terms as intended by the
sender.
Five Components of the
Communication Process

 Message
Message is a key idea that the
sender wants to communicate.
Communication process begins with
deciding about the message to be
conveyed.
It must be ensured that the main
objective of the message is clear.

cont
 Medium or channel o Medium is a means used
to exchange / transmit the message.
 The sender must choose an appropriate medium
for transmitting the message else the message
might not be conveyed to the desired recipients.
 The choice of appropriate medium of
communication is essential for making the
message effective and correctly interpreted by the
recipient.

Cont…
This choice of communication medium
varies depending upon the features of
communication.
For instance - Written medium is
chosen when a message has to be
conveyed to a small group of people.
Some of the Communication channels
are as follow; Speaking, Writing, Body
language, Sign language, Telephone,
Media (television, newspapers and
radios)

cont
 Receiver ( decoder )
Receiver / Decoder are a person for
whom the message is intended / aimed /
targeted.
The degree to which the decoder
understands the message is dependent
upon various factors such as knowledge
of recipient, their responsiveness to the
message, and the reliance of encoder
on decoder.

Cont…
Feedback is the main component of
communication process as it permits the
sender to analyse the efficacy of the
message.
It helps the sender in confirming the
correct interpretation of message by the
decoder.
Feedback may be verbal (through
words) or non-verbal (in form of smiles,
sighs, etc.). o It may take written form

Levels/modal of communication
Communication modes includes the use of
graphic signs or artificial
speech. Communication generally draws on
multiple modes, such as vocalization, speech,
gesture and symbols, and is referred to as
multimodal.

 Intrapersonal Communication is
conscious internal dialogue,
sometimes known as self-talk.
Constructive affirmations, or positive
self-talk (e.g., “This will work! I can
do it”), promote success in a task
There are three levels of communication

Cont…
 Interpersonal Communication occurs
between two or more people.
Health worker use interpersonal
communication to gather information
during assessment, to teach about
health issues, to explain care, and to
provide comfort and support

Cont…
Group Communication is interaction
occurring among more than two people.
Small-group communication occurs when
you engage in an exchange of ideas with
two or more individuals at the same time.
Examples of small-group communication
include staff meetings, committee
meetings, educational groups, self-help
groups, and family teaching sessions

Effective Communication Requires the
Ability of Sender and Receiver to:
 Listen
 Pay attention
 Perceive what the other is trying to
communicate
 Respond verbally or non-verbally
(i.e. use feedback)

Channels of Communication
 Speaking
 Writing
 Body language
 Sign language
 Telephone
 Media (television, newspapers and
radios)

Effective communication skills
involve:
 Active listening/reflective listening
 Attending to a patient
 Demonstrating a caring, respectful attitude
 Praising, encouraging patient
 Speaking clearly and simply at a level the patient
can understand
 Encouraging patient to ask questions
 Paraphrasing and summarizing
 Asking checking questions

Good communication
 Respect
 Culture
 According to age, social class, urban
and rural setting and the health status
of the patient.
 Attitude of the health worker
 rude, hurried or
 seemed too busy to care.

Building Rapport
Rapport is:
 Building a comfortable connection
so that people can share
information
 Creating a relationship based on
trust and respect
 Created through both verbal and
non-verbal actions

Establishing rapport
Welcoming
Greeting
Offering a seat
Showing that you care and
have time for the patient

How to build rapport
 Shake hands
 Introduce yourself
 Use same language as patient
 Show patience
 Do not interrupt
 Make eye contact

How to build rapport
 Do not attend to other patients while busy with
another
 Say ‘yes’, ‘um-hum’ or use a non-verbal
gesture so they know you are interested

Sub-Enabling Outcome
2.1.2 Demonstrate skills of effective
communication in delivering health care
service

Effective communication
Effective communication is a communication
between two or more persons wherein the intended
message is successfully delivered, received and
understood
For a health care worker, the ability to communicate
is a very important skill and a vital part of the job.

Skills for effective communication
 Effective communication requires the
ability of sender and receiver to:
 Listen or Pay attention
 Receive what the other is trying to
communicate
 Respond verbally or non-verbally

Cont…
 Skills for Effective Communication
 Telling or lecturing
 This is used in situations where new information is
given to client (as in health education sessions).
 Lecturing can be boring.
 To avoid boredom information should be clear,
short, concise, complete and convincing to get the
attention of clients

Cont…
 Asking
 Asking question during communication process is a
skill which is vital to find out if the message has
been understood.
 It also assists in correcting misconceived ideas.
 Through questioning clients are involved in
communication process

Cont…
 Listening
 A good educator should be a good listener.
 Listen help the educator to understand the client.
 When the health worker listens and gives correct
answers these motivates client to express their
needs freely.

Cont…
 Observing
 During communication process especially in
a health education sessions clients should be
observed for the following reactions, smiling,
yawning, sleeping, and whispering to
neighbours
 These reactions should be noted and
identified because they tell how the clients
receive information being delivered.

Effective communication in a
healthcare setting
 Using simple and well understood language
 Try to speak at the same level of language as
their patient

Barriers to Effective Communication
 Messy desk, with other patients’ information all
over the table
 Interruptions and distractions
 No privacy to ensure confidentiality
 Poor or no eye contact
 Looking at the clock or watch
 Starting to speak to someone else
 Taking a call on a mobile phone
 Shuffling papers

Barriers from the Sender
Talking too much, not giving
patient time to express him or
herself
Being critical and judgmental
Laughing at or humiliating the
patient
Showing signs of being upset
Not listening or accepting

Barriers from the
Sender
 Using an inappropriate channel
 Not listening, not paying attention
 Lack of knowledge on the subject of
discussion
 Using difficult or different language
 Contradictory verbal information with
non-verbal gestures

Barriers from the Receiver
Using the inappropriate
channel
Not listening, not paying
attention
Interrupting before sender
completes the message
Not sending feedback

Barriers to Communication in Healthcare
 Advice-giving and moralising
 Arguing
 Preaching
 Storytelling
 Showing discomfort, embarrassment if patient
is upset
 Not respecting patient’s beliefs or way of life
 Not creating trust or rapport

How to Overcome Barriers
 Using the appropriate channel
 Creating good rapport
 Being attentive both verbally and non-verbally
 Using a common language
 Avoiding medical terminology and jargon
 Being self-aware
 Using feedback from each other
 Asking questions for clarification in order to
understand feedback

FACTORS INFLUENCING
COMMUNICATION
 Effective communication results when
there is a transfer of complete
understanding between the Sender and
the Receiver.
 Factors influencing communication
process include:

cont
Emotions
Emotions are a person’s
subjective feelings.
The way person or communicates
will be influenced by emotions.
A client who is angry will perceive
health provider instructions
differently than one who is not
angry.

Cont…
 Emotion influence the ability to
receive information successfully,
emotion can also cause a person
not to understand or hear a
message.

knowledge
Communication can be difficult when a
persons’ communicating have different
levels of knowledge will not be clear if
the words or phrases are not part of the
listener’s vocabulary.
A common language is essential when
communicating across different
knowledge levels.
A message will not be clear if the words
or phrases ere not part of listener’s

Roles and relationship
People communicate in a style
appropriate to their roles and
relationships.
Student talks differently with friends
than they do with instructors,
physician and other professionals.
Words, facial expressions, tone of
voice and gestures depend on the
person receiving the

Attention
 Listening or attention barrier can
occur because of lack of
concentration
Age
Age can be an advantage or
disadvantage to effective
communication.
Very young or very old clients may be
unable to communicate fully because
of physical or intellectual

Gender
Gender roles may influence nurse-
client interactions.
For example, a nurse who
believes men should be tough
may find it difficult to see a male
client cry.

Culture and sub culture
Cultural norms and traditions
influence the behaviours of all
people including you.
Understanding and accepting
differences are the keys to
develop therapeutic ( corrective)
communication.

Social factors
Social acceptance of a
particular illness plays a role in
a person’s reaction to the
illness.
For example sexually
transmitted diseases may be
more difficulty for the client to
cope with than influenza.

Religion
Some of religious beliefs may
directly conflict with the
procedures and goals of a health
care facility.
e.g. Jehovah's witnesses who do
not believe in receiving blood
transfusions.

History of illness
People who have never been sick
may feel threatened or
incapacitated by a sense of loss of
control.
They may react by becoming
depressed, hostile or resistant to
those who want to help.

Body Image
How clients feel about themselves
and illness affects communication.
For example, the woman who has
mastectomy (surgical remove of
the breast) may worry about her
sexual appeal.

 Feedback means communicating
with other person by providing
information on how you interpret
his/her message.
 Feedback is the information provided to
a performer during or after an activity
that enables the performer to assess the
success or failure of his or her
performance
Definition of Feedback in
Communication

Purpose of Feedback
 Allows us to look at our own knowledge , skills
and attitudes
 Provides an opportunity to improve our
performance
 Provides an opportunity to ask questions and
support fellow participants
 Corrects negative behaviour

Cont…
 Correct negative (undesirable) behavior
 Invite change of behavior of other person
 Clarifies interpersonal relations
 Increases understanding between people
and assist in improving their cooperation

Verbal or non- verbal
 ‘’I like this of you’’ can have the same meaning
as a raised thumb or a nod of approval
Conscious or unconscious
 A remark like ‘’this is boring’’ is consciously
made, yawning is mostly done without being
aware
Appropriate Means of Providing
Feedback

Cont…
Spontaneous or on request
 Some people give their opinion on their own
initiative while others have to be asked what
they think about it.
Formal or informal
 Applause in a theatre is a form of formal
feedback because it is part of the show. A pat
on the back is informal.

Importance of Feedback in
Communication
 Measures the efficient of the message
 Support and confirms positive (desired)
behavior.
 The other person is encouraged to keep
behaving that way.
 Can correct negative (undesirable) behavior.
 The other person is invited to change behavior.
 Clarifies interpersonal relations; it increases
understanding between people and assist in
improving their cooperation.

CM Introduction to Communication 1-4.pptx

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