Each nurse must have an excellent skills in communication to build trust relation ship with client which lead to enhance and improve quality of care

1. Communication Skills Over view
Major/ Areej Faeq

2. People need to spend more time talking about
how to talk to each other.

3. Objectives
After this lecture we will be able to:
 Define the meaning of communication
 Discuss the importance of communication for nurses.
 Identify the components of the communication process
 Discuss the different factors that affect communication in
health care settings

4. Definition of Communication
 Is the on going process of interaction
through which meaning emerges
 The process of relating to others
 Act of transmitting, giving and exchange
of information, ideas, feelings,..etc.
 A process of influencing others to change.

5. The Importance of Learning
Communication Skills
Learning communication skills can:
 Improve accuracy, efficiency, and supportive exploration
of the problem.
 Improve health outcomes, and ensures clients loyalty with
the medical treatment that brings relief from symptoms
and comfort.
 Promote collaboration, relationship-centered interaction
that will strengthen trust between nurse and clients .

6. Models of Communication
 Liner model
Circular model

7. Liner Model
Three basic elements:
Sender, message, and receiver.
-Sender: is the source or initiator of the message. The
sender encodes the message (e.g, puts the message into
verbal and non verbal symbols that the receiver can
understand.
-The message: consists of a verbal or nonverbal expression
of thoughts or feelings transmitted from the sender to the
receiver.

8. Liner Model
-The receiver: Is the recipient of the message. Once the
message received the receiver decodes it (translate the message
into words symbols and internally interprets its meaning to
make sense of the message.
- Channels of communication refer to sensory receptors through
which a person transmits the information through one or more
of the five senses: sight, hearing, taste, touch and smell.

10. Circular Model
 Circular model expands liner models to include the
context of the communication, feedback loops and
validation.
 Communication is conceptualized as a continuous,
mutually interconnected activity in which sender and
receiver influence each other in the transmission and
receiving of a message.

12. Form
Ideas
Encode
Puts ideas
into words
Transmits
message
Receives
message
Decodes
Interpretation:
feelings &
connotation
Resends
Feedback
Effect
Message
Channels
Visual
(Nonverbal)
Auditory (verbal)
Kinesthetic
(touch, feel)
Taste
Smell
c
o
n
t
e
x
t
Communication Process

13. Interaction
Factors Affecting Nurse - Client Relationship
Age, Gender, Education
Culture (Values, Beliefs, Norms & Attitudes)
Past Experience, Expectations
Roles
Professional
space
Personal space

14. Can nurses be proficient in
communication skills as
well as in clinical skills?

15. Elements to Improve Nurse Communication
Skills
 The healthcare organization provides team members
chance to access an educational programs to develop
communication skills adding to support them to achieve
 self-awareness, inquiry/dialogue, conflict management,
negotiation, advocacy , listening, and giving feed back are
the main skills the nurse must achieved
 Skilled communicators focus on finding solutions and
achieving desirable outcomes.

16. Elements to Improve Nurse
Communication Skills
 Skilled communicators seek to protect and advance
collaborative relationships among colleagues.
 Skilled communicators invite and hear all
 Skilled communicators call upon goodwill and mutual
respect to build agreement and arrive at common
understanding.
 Skilled communicators demonstrate congruence between
words and actions, holding others accountable for doing
the same.

17. Elements to Improve Nurse
Communication Skills
 Skilled communicators have access to appropriate
communication technologies.
 The healthcare organization establishes systems that
require individuals and teams formal evaluation technique
to assess the impact of communication on clinical,
financial, and work environment outcomes.

18. Nursing and communication
 Nurses provide care within a context of a professional
relationship with clients and other health care providers.
 The nurse has to understand clients and other professionals
within the context of health care setting.

19. Nursing and communication
 Developing of such relationship the nurse has to
understand human behavior in health and illness.
 Nurses utilize theories and knowledge from other
disciplines sciences; (sociology, psychology,
physiology, etc) to help them in understanding and
communicating with their clients

20. Information Transmission Processes
 Perception: “the processes by which we select, organize,
and interpret sensory stimulations into a meaningful and
coherent picture of the world”
 Evaluation: “the ability to analyze the information
perceived”
 Transmission: “the expression of information from the
sender to the receiver”

21. Types of Communication
Verbal level Nonverbal level

22. Verbal Communication
Spoken word: involves physiologic and cognitive mechanisms
required for speech production and reception.
Choice of words influenced by:
 Age.
 Race.
 Socioeconomic group.
 Educational background.
 Gender.

23. Verbal Communication
Advantages of language:
 To think about ideas.
 Share experiences with
others.
 Validate the meaning of
perceptions about the
world.
Limitations:
 Dialectics and
subdialactics (meaning
changed with cultural
group).
 Inconsistency in the
meaning of words.
 We can not put everything
in words as feelings.

24. Nonverbal Communication
All forms of communication that do not involve spoken
word:
 Voice (tone, rate, organization, and volume of speech)
 Gesture
 Touch
 Eye contact
 Use of silence
 Facial expression.
 Body language.
 Proxemics.

25. Facial Expressions

26. Functions of nonverbal communication
 Expression of emotion.
 Expression of interpersonal attitudes.
 Establishment, development, and maintenance of
social relationships.
 Self presentation.
 Rituals.
 Support verbal communication.

27. Functions of nonverbal communication
 Expression of emotion.
 Expression of interpersonal attitudes.
 Establishment, development, and maintenance of social
relationships.
 Self presentation.
 Rituals.
 Support verbal communication.

28. Factors affecting the communication process
 Pattern organization: the uniqueness of each human being,
the sum total of those characteristics that make each self
different from any other self (eg. Cultural background, and
experience).
 Relationship between sender and receiver: as child and
parents, student and teacher, nurse and patient.
 Purpose: could be explicit (stated) or implicit (unstated).
 Content: include choice of words, sentence structure, tone of
voice, volume, pitch, and standard used.
 Time and location: