Module on Communication

1. BINAL JOSHI
ASSISTANT PROFESSOR
CHILD HEALTH NURSING
MANIKAKA TOPAWALA INSTITUTE OF NURSING

2. General objectives
Learning objectives
Communication refers to the reciprocal exchange of information, ideas, beliefs, feelings and
attitudes between persons or among a group of persons. It is a goal directed process. It can be
regarded as a two way process of exchanging or shaping ideas, feelings and information.
Communication is a dynamic, reciprocal process of sending and receiving messages.
Communication is more than the act of talking and listening. From the first cry of a new-born to the
whisper of a person who is dying,
The primary purpose of a communication is to share information and obtain a response. People use
communication to meet their physical, psychosocial, emotional and spiritual needs
Communication can be defined as the process by which people share ideas, experience, knowledge
and feelings through the transmission of symbolic messages.
Communication is the interactive process of transmitting information between two or more
entities.
At the end of the reading students will able to orient with communication in
detail and can apply therapeutic communication with patient.
After going through this module participant will able to
1. Introduce and define communication
2. Enumerate key points of elements of communication
3. Classify communication
4. Describe communication process
5. Elaborate Characteristics of effective communication
6. Articulate key points of Knowledge and skills needed for effective
interpersonal communication
7. Brief the common barriers to effective communication
INTRODUCTION AND DEFINITION

3. “Communication is the interactive process of sharing information ,ideas and attitudes between
individuals”
The means of communication are usually spoken or written words, pictures or symbols. But
we also give information through body language, gestures, and looks, facial expressions can show how
we feel and what we think about an issue or another person.
1. Intrapersonal Communication
2. Interpersonal Communication
3. Group Communication
4. Public Speaking
INTRAPERSONAL COMMUNICATION
• It is conscious internal dialogue, sometimes known as
self-talk. It is language use or thought internal to the
communicator.
• The individual becomes his or her own sender and
receiver, providing feedback to him or herself in an on-going
internal process.
• It can be useful to envision intrapersonal communication
occurring in the mind of the individual in a model which
contains a sender, receiver and feedback loop.
INTERPERSONAL COMMUNICATION
LEVELS OF COMMUNICATION
PURPOSES
1. To to exchange ideas and beliefs
2. To bring change in behaviour in desired direction
3. To regulate the behaviour
4. To provide information
5. To build healthy relationship
6. To acquire new skills
7. To influence people

4. • It is communication between two or more
people.
• Face to Face conversation between two
people is the most frequent form of
interpersonal communication.
• Nurses use interpersonal communication
to gather information during assessment,
to teach about health issues to explain
care and to provide comfort and support.
GROUP COMMUNICATION
• It is interaction that occurs among several
people.
• Small group communication occurs when you
engage in an exchange of ideas with two or more
individuals at the same time.
PUBLIC SPEAKING
• It is a unique form of group communication.
Generally the speaker addresses a dozen to
hundreds of people, and varying degrees of
interaction occur.
• Speaker may deliver a speech talk directly
with a group of audience members or have
open discussion with the group. It is at the
heart of our economy, society and politics.
• Nurses often engage in public speaking to educate groups of people about health issues
• Communication requires a sender, a message, a receiver and a response or feedback.
• Communication is a two-way process involving the sending and the receiving of a message.
Because the intent of communication is to elicit a response the process of ongoing; the receiver
of the message then becomes the sender of a response, and the original sender then becomes
the receiver.
THE COMMUNICATION PROCESS

5. Communication Key Elements
Communications is a continuousprocess which mainly involves three elements viz. sender, message, and
receiver. The elements involvedin the communication processareexplained below in detail:
1. Sender
The sender or thecommunicatorgenerates themessage and conveysit to the receiver. He is the source
and the one who starts the communication
2. Message
It is the idea, information, view, fact, feeling, etc. that is generated by thesenderand is then intendedto
be communicated further.
3. Encoding
The message generatedby the senderis encoded symbolically such as in the form of words, pictures,
gestures, etc. beforeit is being conveyed.
4. Media
It is the manner in which the encoded message is transmitted. The message maybe transmitted orally or
in writing. The medium of communication includestelephone, internet, post, fax, e-mail, etc. The choice
of medium is decided by the sender.
5. Decoding
It is the process of converting the symbols encodedby the sender. Afterdecoding the messageis received
by the receiver.

6. 6. Receiver
He is the person who is last in the chain and forwhom the messagewas sent by the sender. Once the
receiver receives the message andunderstandsit in properperspective and acts according to the
message, only then the purposeofcommunication is successful.
7. Feedback
Once the receiver confirms to the senderthat he has receivedthe messageand understoodit, the process
of communication is complete.
8. Noise
It refers to any obstruction that is causedby the sender, messageor receiverduringthe process of
communication. Forexample, badtelephoneconnection, faulty encoding, faulty decoding, inattentive
receiver, poor understanding of messagedue to prejudice or inappropriate gestures, etc.
CHARACTERISTICS OF EFFECTIVE COMMUNICATIONS
Effective communication requires the message to be:
• Clear and concise
• Accurate
• Relevant to the needs of the receiver
• Timely
• Meaningful
• Applicable to the situation
Effective communication requires the sender to:
• Know the subject well
• Be interested in the subject
• Know the audience members and establish a rapport with
them
• Speak at the level of the receiver
• Choose an appropriate communication channel
The receiver should:
• Be aware, interested, and willing to accept the message
• Listen attentively
• Understand the value of the message
• Provide feedback

7. An effective verbal communicator:
• Clarifies
• Listens
• Encourages empathically
• Acknowledges
• Restates/repeats
An effective nonverbal communicator:
• Relaxes and Opens up
• Leans toward the other person
• Establishes eye contact
• Shows appropriate facial expressions
1. The Basis of Co-ordination
The manager explainsto the employees the organizational goals, modes of theirachievement and also
the interpersonal relationships amongst them. This providescoordination betweenvariousemployees
and also departments. Thus, communications act asa basis forcoordination in the organization.
CHARACTERISTICS OF EFFECTIVE COMMUNICATOR
IMPORTANCE OF COMMUNICATION

8. 2. Fluent Working
A manager coordinates the human and physical elements ofan organization to run it smoothly and
efficiently. This coordination is not possible without propercommunication.
3. The Basis of Decision Making
Proper communication providesthe information to the managerthat is useful for thedecision making.
No decisions could be takenin the absence of information. Thus, communication is the basis oftaking
right decisions.
4. Increases Managerial Efficiency
The manager conveys the targetsand issues instructions andallocates jobs to thesubordinates. All these
aspects involve communication. Thus, communication is essential for thequick and effective
performance ofthe managers andthe entireorganization.
5. Increases Cooperation and Organizational Peace
The two-way communication processpromotes co-operation and mutual understanding amongst the
workers and also between them andthe management. This leads to less friction andthus leads to
industrial peace in the factory and efficient operations.
6. Boosts Morale of the Employees
Good communication helpsthe workers to adjust to the physical andsocial aspect of work. It also
improves goodhumanrelations in the industry. Anefficient system ofcommunication enables the
management to motivate, influence andsatisfy thesubordinates which in turn boosts theirmorale and
keeps them motivated.
1. Formal Communication
Formal communications is the one which flows through the official channels designedin the
organizational chart. It may take place between a superioranda subordinate, a subordinate and a
superior oramong the same cadreemployeesormanagers. These communications can be oral orin
writing and are generally recorded and filedin the office.
TYPES OF COMMUNICATION: FORMAL AND INFORMAL

9. Formal communicationmay be further classifiedas the Vertical communication andHorizontal
communication.
Vertical Communication
Vertical Communications as the namesuggests flows vertically upwardsordownwardsthroughformal
channels. Upward communication refersto the flow of communication from a subordinate to a superior
whereas downward communication flows from a superior to a subordinate.
Application for grant of leave, submission ofa progress report, request for loans etc. are some of the
examples of upward communication. Sending notice to employees to attenda meeting, delegating work
to the subordinates, informing them about the companypolicies, etc. are some examples ofdownward
communication.
Horizontal Communication
Horizontal or lateral communicationtakes placebetween one divisionand another. Forexample, a
production managermay contact finance managerto discuss the deliveryof raw material or its purchase.
Types of communication networks in the formal communication:
 Single chain: In this type of network communications flows from every superior to his
subordinate through a single chain.
 Wheel: In this network, all subordinates under onesuperior communicate through him only. They
are not allowed to talk among themselves.
 Circular: In this type of network, the communication moves in a circle. Each person is able to
communicate with his adjoining two persons only.
 Free flow: In this network, each person can communicate with any other person freely. There is
no restriction.
 Inverted V: In this type of network, a subordinate is allowed to communicate with his immediate
superior as well as his superior’s superior also. However, in latter case, only ordained
communication takes place.
2. Informal Communication
Any communication that takes place without following the formal channels of communicationis said to
be informal communication. The Informal communication is often referredto as the ‘grapevine’ as it
spreads throughout the organization and in all directions without any regard to the levels ofauthority.

10. The informal communicationspreads rapidly, often gets distorted andit is very difficult to detect the
source of such communication. It also leads to rumors which are not true. People’s behavior is often
affected by the rumorsand informal discussions which sometimes may hamperwork environment.
Types of Grapevine network:
 Single strand: In this network, each person communicates with the other in a sequence.
 Gossip network: In this type of network, each person communicates with all other persons on the
non-selective basis.
 Probability network: In this network, the individual communicates randomly with other
individuals.
 Cluster Network: In this network, the individual communicates with only those people whom he
trusts. Out of these four types of networks, Cluster network is the most popular in organizations.
Verbal communication
Verbal or oral communication uses spoken words to communicate a message. When most people think
of verbal communication, they think of speaking, but listening is an equally important skill for this type
of communication to be successful.
Nonverbal communication
Non-verbal communication includes body language,
gestures, facial expressions, and even posture. Non-
verbal communication sets the tone of a conversation,
and can seriously undermine the message contained in
your words if you are not careful to control it.
It can be done through
a) Touch b) Facial expression c) Posture or gait
d) Eye contact e) Facial expression f) silence
g) Gesture h) General physical
Appearance
i) Sound
TYPES OF COMMUNICATION: VERBAL AND NONVERBAL

11. PHYSICAL BARRIERS
Physical Barriers:
Physical distraction is the physical things that get in
the way of communication. examples of such things
are the Physical distance, telephone ring,, desks, an
uncomfortable meeting place, noise etc. These
physical directions are some common distractions
in the communication.
Semantic Barriers
These are concerned with the problems and
obstructions in the process of encoding and
decoding of a message into words or
impressions. Normally, such barriers result due
to use of wrong words, faulty translations,
different interpretations etc.
ONEWAY
From the communicator tothe
audience.
a. No feedback
b.Informationis imposed
c. Learning is authoritative
d. Little participation
TWO WAY
Boththe communicator to the
audience
a.active learning and b.participation
c.democratic
d. Sharing ideas and opinions
TYPES OF COMMUNICATION: ONEWAY AND TWO WAY
BARRIEERS OF COMMUNICATION

12. Psychological Barriers
Emotional or psychological factors also act as
barriers to communication. The state of mind ofboth
sender and receiverofcommunication reflects in the
effective communication. A worried person cannot
communicate properly and an angry recipient cannot
understand the messageproperly.
Thus, at the time of communication, boththe sender
and the receiver need to be psychologically sound.
Also, they should trust each other. If they do not
believe each other, they cannot understand each
other’s message in its original sense.
Organizational Barriers
The factors relatedto organizational structure,
rules and regulationsauthority relationships, etc.
may sometimes act as barriersto effective
communication. In an organizationwith the
highly centralized pattern, people may not be
encouraged to have free communication. Also,
rigid rules and regulations andcumbersome
procedures may also becomea hurdle to
communication.
Personal Barriers
The personal factors ofbothsenderand receiver
may act as a barrier to effective communication. If a
superior thinks that a particularcommunication may
adversely affect his authority, he may suppress such
communication.
Also, if the superiors do not have confidence in the
competency of their subordinates, they may not ask
for their advice.

13. Cultural Barriers
Signs of belonging. Group rewards the
behaviour by sense of recognition. Approval and
inclusion.in groups which are happy to accept
you and where you are happy to confirm, there
is a mutuality of interest and high level of win to
win contact. Every culture has their own symbol
of behaviour. If these symbols are not
understood by an individual then there is a
barrier to their communication.
This seem pretty self-inherent, but there are often
hidden language barriers that we aren’t always
aware of. If you work in an industry that is heavy in
jargon or technical language, care should be taken
to avoid these words when speaking with someone
from outside the industry. Without being
patronizing, imagine explaining a situation in your
industry to a child.
These have become less of an issue in recent
years, but there is still the possibility for a man
to misconstrue the words of a woman, or vice
versa. Men and women tend to form their
thoughts differently, and this must be taken into
account when communicating. This difference
has to do with how the brain of each sex is
formed during gestation. In general, men are
better at spatial visualization and abstract
concepts such as math, while women excel at
language-based thinking and emotional
identification.