Communication- Learning ppt

Unit 4.communicationUnit 4.communication
Radha paudel
MMIHS, Nursing faculty
Wednesday, January 31, 20181

Unit 4.communicationUnit 4.communication
• Meaning/definition, purpose and types
of communication
• Communication process
• Barriers and measure of overcoming
them
• Principles of effective communication
• Interview- aims, kinds and technique

What is communication?What is communication?
• The word communication is
derived from Latin word
“communis” which means
common or commonness.
• It is a act of developing and
gaining understanding between
two or more people.

• It is the process of exchanging
information and feelings between
people.
• It is the transfer of information and
understanding from one person to
another.

CommunicationCommunication
Communication is a process of
transmitting information, ideas
and attitudes from one person to
another person or a group to
another through the use of
common symbols.
Wednesday, January 31, 2018 5

Cont…Cont…
• Communication is a process by
which information, decision and
direction passed through a social
system and the ways in which
knowledge, opinion and attitude are
formed or modified.

Communication is the art of
transmitting information, ideas and
attitude from one person to another.
communication is the process of
meaningful interaction among human
beings.

Cont…Cont…
• Communication, a part of normal
relationship with other people, is a
process of exchanging the ideas,
information, knowledge and message
to bring the desired change in the
behavior of people.

Cont….Cont….
• Communication is a two-way
process of reaching mutual
understanding , in which
participants not only exchange
information but also create and
share meaning.

Cont…Cont…
• summary of communication
• The exchange of message convening
information ideas attitudes emotions
opinions or instructions between
individuals or groups with the objectives
of creating understanding or coordinating
activities is known as communication.
Communication may be verbal or non-
verbal and include spoken , written and
visual elements. Wednesday, January 31, 201810

Health CommunicationsHealth Communications
• It is a process of exchanging and
shaping the health ideas,
information, knowledge and
massage to bring desired change in
the health behavior and practice so
that the health of the person can be
promoted well.

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

Purpose ofPurpose of
communicationcommunication
• The purpose of communication is to allow the
exchange of information, ideas, concepts,
emotions, thoughts and opinions.
• It is done with aim of socialization as well as
development. Communication is part of life.
• To inform
• To influence
• To express feelings

Types/methods of CommunicationTypes/methods of Communication
• One Way communication
• Two way communication
• Written Communication
• Verbal Communication
• Non Verbal Communication (symbolic)
• Formal and informal communication
• Tele communication and internet

1.One way communication1.One way communication..
The flow of communication is ‘one way’ from
the communicator to the audience. eg the
lecture method in class rooms, lecture in mass
gathering by political leader. The drawbacks
of the one way communication.
• Knowledge is imposed
• Little audience participation.
• No feedback.
• Learning is authoritative, rapid
• Message transmission – sender to receiver

2.Two way communication.2.Two way communication.
• Two way method of communication in which
both the communicator and the audience take
part.
• The audience may raise questions and add their
own information, ideas and opinions to the
subject.
• the process of learning is active and ‘democratic
and more interactive way’. Therefore it is more
effective than the one way communication.
• There is more chance of feedback and clarity of
message .

3.Verbal communication.3.Verbal communication.
The verbal means of
communication includes the use
of language whether spoken or
written.
The encoding of messages into
words, either written or spoken.

Cont…Cont…
Written communication may not
be as persuasive (influential) or
personal as the spoken word.
It is effective methods of
communication there is clarity,
accuracy and certainty.

4.Non –verbal communication4.Non –verbal communication
Nonverbal communication is the
exchange of information without the
use of words. There are various ways
in which information is exchanged
through nonverbal communication.
The encoding of messages by means
of facial expressions, body language,
and styles of dress, Hand gesture,
Touch. Raising eye brows, Silence.etc

Examples ofExamples of
Decoding Nonverbal CuesDecoding Nonverbal Cues
Boss fails to acknowledge
employee’s greeting
No eye contact
while
communicating
Manager sighs deeply
Boss breathes
heavily &
waves arms
He’s
unapproachable!
My opinion
doesn’t count
I wonder what
he’s hiding?
He’s angry! I’ll
stay out of
his way!
SOURCE: Adapted from “Steps to Better Listening” by C. Hamilton and B. H. Kleiner. Copyright © February 1987. Reprinted with permission, Personnel Journal, all rights reserved.

5.Written communication.5.Written communication.
The written and printed
matter also used in
communication eg memo,
reports, books, letter etc.

6.Formal and informal communication6.Formal and informal communication
Communication has been classified into
two group formal and informal. Formal
(follows lines of authority) and informal
(grape-vine) .The informal channels may
be more active than formal channel.

7.Tele communication and7.Tele communication and
internetinternet
Communication is the process of
communicating over distance
using electromagnetic
instruments eg Radio. TV,
internet etc.

Why is communicationWhy is communication
necessary for nurses?necessary for nurses?
• Communication skills help generate trust
between the nurse and clients.
• To provide job satisfaction.
• To give and receive instructions.
• To provide means of co-ordination.

Result of poorResult of poor
communication:communication:
• Reduced productivity.
• Duplication of work.
• Neglect of some task.
• Poor group feelings, frustration.
• Insecurity and undisciplined patients,
clients and staff.

Elements ofElements of
Communication/Component ofCommunication/Component of
communicationcommunication..
1. Sender (Source)
2. Message ( Content)
3. Channel ( Medium)
4. Receiver ( Audience)
5. Feed back (Effect)

Elements of Communication
Communicator
Perception &
Interpretation
Perception &
InterpretationEncoding
Channel Nonverbal
Communications

Communication ProcessCommunication Process
Sender EncodesEncodes Medium DecodesDecodes Receiver
NoiseNoise
Feedback
NoiseNoise
Social ContextSocial Context
Basic Element in Communication Process

Fig: Process of CommunicationFig: Process of Communication
•
SenderSender MassageMassage ChannelChannel ReceiverReceiver
FeedbackFeedback

The Communication Process
SENDER
(encodes)
RECEIVER
(decodes)
Barrier
Barrier
Medium
Feedback/Response

Communication NetworksCommunication Networks
Chain Wheel
All Channels

Flow of communicationFlow of communication
At the workplace
* Upward
From subordinates to superior
* Downward
From superiors to the subordinates
* Lateral
From one employee to another

1.Sender1.Sender
• The sender (communicator) is the
originator of the message.
• The sender initiates a message exactly
what the receiver wants.

35

EncodingEncoding
• The transmitter which converts the message
into signals.
• signals may be verbal, written, pictorial and so
on.
• It is the sender’s perception of the message
/ideas.

2.Message2.Message
• Message is the information or
(‘technical know-how’) which the
communicator transmits to his
audience to receive, understand,
accept and act upon. It may be in the
word, pictures or signs.

A good message must be:
With the objectives.
Meaning full/purposeful.
Based on the felt /
community needs.
Clear and understandable.

Specific , scientifically sound
accurate and current.
Timely and adequate
Covering only one point at a
time.
Understandable by audience.
Interesting and value of the
audience.
Culturally and socially Wednesday, January 31, 201839

3.Channels of communication.3.Channels of communication.
Channel is implied the ‘ physical bridge’
or the media of communication between
the sender and the receiver. These are:
1. Interpersonal:
• Face to face communication.
• Corresponding.
• E-mail, internet
2.Mass media:
T.V, Radio, Wall printed, Poster, Books,
Pump let, Drama, Singing, Film hall etc.

4.Receiver4.Receiver
All communications must have
an audience, this may be a
single person or a group of
people. without the audience
communication is nothing.

DecodingDecoding
• The process of translating
message to be understandable
by the receiver is known as
decoding. The decoding
process my be differ in each
individual.

5.Feed back:5.Feed back:
It is the flow of information from the audience
to the sender. It is the reaction of the audience
to the message. If the message is not clear or
not acceptable to the audience may reject it.
The feedback thus provides an opportunity to
the sender to modify his/ her message and
render it acceptable. In interpersonal
communication the feedback is immediate. In
mass communication it takes some times to get
feedback.

Barriers toBarriers to
communication.communication.
There are many barriers in
communication. These barriers make
it hard for us to understand the
message. The barriers should be
identified and removed as much as
possible to achieve effective
communication:
. Wednesday, January 31, 201844

These barriers are:
Physiological,
psychological,
environmental,
cultural and others

Barriers to communication
• Noise
• Inappropriate medium
• Assumptions/Misconceptions
• Emotions
• Language differences
• Poor listening skills
• Distractions

Hearing Vs Listening
Hearing – Physical
process, natural,
passive
Listening – Physical as
well as mental
process, active,
learned process, a skill
Listening is hard.
You must choose to participate in the process of
listening. Wednesday, January 31, 201847

1.Physiological barriers:1.Physiological barriers:
Hearing.
Vision problem and speaking
problem.
Smelling and testing problem.

2.Psychological barriers2.Psychological barriers
These are mental condition,
• Emotional disturbance,
nervousness.
• Level of intelligence.

3.Environmental barriers3.Environmental barriers
It also play a important role in
communication. If environment is
pleasant then things become
clear to understand. If the
environment is noise, the person
feels bored because of cannot
hear properly.

Noise.
Invisibility.
Too much cold and hot.
Seating arrangement.
Congestion etc.

4.Cultural barriers:4.Cultural barriers:
It is also one of the important factors in barrier of
communication. One person can understand
quickly, another may not.
Language problem.
Illiteracy.
Level of understanding.
Custom.
Belief, religion.
Economic and social class differences.
Language. Wednesday, January 31, 2018 52

5.Channels barriers of5.Channels barriers of
Defective channel with
mechanical disturbance, electric
disturbance in
• Cassette player.
• Radio.
• television etc. Wednesday, January 31, 201853

Other barriers of communication:Other barriers of communication:
• Filtering: The information may be filtered
by the sender eg. Sender holds
communication as they think receiver do
not need it.
• Selective perception: they selectively
perceive the message based on the needs,
organizational requirement and
background of the employees. cont.

Cont….Cont….
• Information overload: Managers are
flooded with information from various
sources. Many of these message are
either overlooked or misinterpreted.
• Time pressure: Manager is often
subjected to time pressure, because
decisions must be made within specified
deadlines. Such time pressure creates
communication problems.

Importance of nurse relationships withImportance of nurse relationships with
individual, family, group and community:individual, family, group and community:
1.It helps to work together with the person
to fulfill the objectives of the institution,
self or programme in the community.
2. Importance to exchange their views,
ideas and experiences with other without
hesitation and helps to make decision on
existing problems.

3.To make the programme more
effective by getting co-operation
as well as co-ordination of ideas.
4.To motivate the people to bring
change in their health behaviour
or makes positive towards health.

Maintenance of effectiveMaintenance of effective
1.We should use the right word in right place
to the right person at the right time with the
right manner.
2.Use simple, clear concise, exact and
familiar words avoid using technical words.
3.Use a combination of talk demonstration
and return demonstration.

Effective communicationEffective communication
• Speaking through eyes
• Voice level
• Audience awareness
• Facial expression
• Posture
• Dress sense

Effective communication 7 csEffective communication 7 cs
They are also called the seven Cs of
communication.
1.Completeness
2.Conciseness
3.Clarity
4.Correctness
5.Consideration
6.Courtesy
7.Concreteness
60

• Completeness
Every communication must be
complete and adequate.
Incomplete messages keep the
receiver guessing, create
misunderstanding and delay actions.
Every person should, therefore, be
provided with all the required facts
and figures.

• Conciseness
1. A concise message saves time and
expense for both sender and
receiver.
2.Conciseness contributes to emphasis;
by eliminating unnecessary words,
you let important ideas stand out.
3. When combined with a “you-view”,
concise messages are inherently
more interesting to recipients as they
avoid unnecessary information.

• Clarity ity means getting your message
across so the receiver will understand what
you are trying to convey.
2. You want that person to interpret your
words with the same meaning you have in
mind.
3. Accomplishing that goal is difficult
because, as you know, individual
experiences are never identical, and words
have different meanings to different persons.
.

Cont..Cont..
• Here are some specific ways to help
make your messages clear:
1. Choose short, familiar,
conversational words.
2. Construct effective sentences and
paragraphs.
3. Achieve appropriate readability
(and listenability).
4. Include examples, illustrations, and
other visual aids, when desirable

• Correctness
• 1. The term correctness as applied to business
messages means right level of language and
accuracy of facts, figures and words.
2. If the information is not correctly conveyed,
the sender will lose credibility
3. Transmission of incorrect information to
superiors will vitiate decision making process.

Cont…Cont…
4. Transmission of incorrect information
to outsiders will spoil the public image of
the firm.
5. To convey correct messages,
grammatical errors should also be
avoided.
6. You should not transmit any message
unless you are absolutely sure of its
correctness.

• Consideration
1. Consideration means that you
prepare every message with the
recipient in mind and try to put
yourself in his or her place.
2. Try to visualize your readers (or
listeners)—with their desires,
problems, circumstances, emotions,
and probable reactions to your
request.

Cont..Cont..
• 3. Then handle the matter from their
point of view.
4. This thoughtful consideration is also
called "you-attitude," empathy, the
human touch, and understanding of
human nature. (It does not mean,
however, that you should overlook the
needs of your organization.)

• Consideration
1. Consideration underlies the other six C's of
good business communication
2. You adapt your language and message
content to your receiver's needs when you
make your message complete, concise,
concrete, clear, courteous, and correct.
However, in four specific ways you can
indicate you are considerate:
• Focus on "you" instead of "I" and "we."
• Show reader benefit or interest in reader.
• Emphasize positive, pleasant facts.
• Apply integrity and ethic

• Courtesy
•Courteous messages help to
strengthen present business
friendships, as well as make new
friends.
•Courtesy stems from sincere you-
attitude.
•It is not merely politeness with
mechanical insertions of "please's" and
"thank-you'd.“

• To be courteous, considerate communicators
should follow these suggestions regarding
tone of the communications.
•Be sincerely tactful, thoughtful, and
appreciative.
• Omit expressions that irritate, hurt, or
belittle.
• Grant and apologize good-naturedly.

• Concreteness
• Communicating concretely means
being specific, definite, and vivid
rather than vague and general.
• The following guidelines should help
you compose concrete, convincing
messages:
• Use specific facts and figures.
• Put action in your verbs.
• Choose vivid, image-building words.

Interpersonal CommunicationInterpersonal Communication
Simply, It is a process between two
persons having communication to
exchange and shape the ideas,
information, knowledge and massage
to have a desired change .

Interpersonal CommunicationInterpersonal Communication(Contd(Contd
 Interpersonal communication can mean the ability to
relate to people in written as well as verbal
communication.
 This type of communication can occur in both a one-
on-one and sometimes in group setting.
 This also means being able to handle different people
in different situations, and making people feel at
ease.

Interpersonal CommunicationInterpersonal Communication(Contd.)(Contd.)
• Gestures such as eye contact, body
movement, and hand gestures are
also part of IPC
• Interpersonal communication
involves face-to-face communication
in a way that accomplishes the
purpose and is appropriate.

Interpersonal relationshipsInterpersonal relationships
• Definition of IPR:
• A multitude (great number of things or
people) of practices and activities
designed to win the goodwill (establish
popularities of a business, friendly) and
co operational relationship.
• The link, contact or dealing between two
people is called interpersonal
relationship.

Methods of InterpersonalMethods of Interpersonal
CommunicationCommunication
Interpersonal Communication
PersonalPersonal ContactContact HomeHome VisitVisit PersonalPersonal LetterLetter
InterviewInterview
TelephoneTelephone
ConversationConversation
ChattingChatting
ObservationObservation
DialogueDialogue
Email/FaxEmail/Fax
LatterLatter

Importance of I.P.R.Importance of I.P.R.
1. I.P.R is one of the important ways of
establishing public relation.
2. It helps to work together with the person
to fulfill the objectives of the institution,
self or programme in the community.
3. If there is good IPR personnel can
exchange their views, ideas and
experiences with other without
hesitation, it helps to make decision or a
existing problem.

Cont..Cont..
4. It makes the programme more effective
by getting co-operation as well as co-
ordination of ideas.
5. Good IPR motivates the people to bring
change in their health behaviour or
makes positive towards health.
Therefore IPR is very much
important in every sector of country to
run an organization smoothly and
achieve goal.

Ten Ways to Improve Your Interpersonal SkillsTen Ways to Improve Your Interpersonal Skills
1. Smile.
2. Be appreciative.
3. Pay attention to others.
4. Practice active listening.
5. Bring people together.
6. Resolve conflicts.
7. Communicate clearly.
8. Humor them.
9. See it from their side.
10.Don't always complain

Key to effectiveKey to effective
1.Ideas should be accurate, systematic, and
clear.
2. We should use the right word in the right
place to the right person at the right time
with the right manner.
3.Use simple, clear, concise, exact and
familiar words avoid using technical
words.

4.Use a combination of talk, demonstration
and return demonstration.
5. Communicate according to the need and
interest of the audience.
6. Do not discuss their cases or other
inappropriate topics in front of them.

7. Listen to others with an open mind and
not just hear.
8. Repeat the information especially main
points and always appreciate the audience
for positive change.
9. Do not try to give too much information
at one time.

Interview,- aims, kinds
and technique

InterviewInterview
• Interview is a purposeful face to face
interaction between interviewer and
interviewee for getting knowledge, attitude
and practice in particular issues.
• Interview is a piece of social interaction with
one person asking a number of questions and
the other person giving answers.

Aims of interviewAims of interview
• To obtain details information by face to
face contact.
• To obtain answer with details
clarification
• To obtain personal view regarding certain
issues
• To find out various view related to topic
and solve the problem.

Types of interviewTypes of interview
• Structured interview- when the
interview is structured with a format
• Semi structured interview
• Unstructured interview

Technique for a successfulTechnique for a successful
interviewinterview
1. Establishing contact.
2. Starting an interview.
3. Securing rapport.
4. Recall.
5. Probe question.

Cont..Cont..
6. Encouragement
7. Guiding the interview.
8. Recording.
9. Closing the interview.
10.Report.

1.Establishing contact:1.Establishing contact:
Before conducting an interview is to
establish contact with the interviewee. It
is important to inform about date, time
and place for interview to interviewee for
better understanding so that interviewee
can have a sense of satisfaction and
feeling of importance.

2. Starting an interview:2. Starting an interview:
While having interview, it should be started with
general discussion at the beginning of the
period. The interviewer should create a pleasant
atmosphere while interviewing. So that the
interviewee can give answer freely. The
interviewer should let her/him talk without
interruption in between .He should be a listener
but he has to direct or help from time to time
when there is necessary.

3.3. Securing Rapport (harmoniousSecuring Rapport (harmonious
understanding relationshipunderstanding relationship
While interviewing a good rapport
should be established between the
interviewee and interviewer. Good
rapport requires a friendly environment
and has to gain confidence of
interviewee. The interviewer should
have good attitude or manner so that
interviewee can respond to him
properly. Wednesday, January 31, 201892

4. Recall4. Recall
During the time of interview the
interviewee may get upset and he/ she
may be silent and may be away from the
main subject. So in that case the
interviewer should give enough time to
the interviewee to recollect and start
again. It may be necessary to refresh his/
her memory by pointing out what they
had been saying last.

5.Probe question:5.Probe question:
The interviewer has to be
careful side tracts in between
conversation. Great care
should be taken inputting
probe question.

6.Encouragement :6.Encouragement :
Interviewer should give
encouragement to the
interviewee to make him/ her
fully confident to tell more
information to the interviewer.

7.Guiding the interview:7.Guiding the interview:
During interview the interviewee may be
more defensive due to misunderstanding
the conversation. So in that case
interviewer should guide him/ her in
proper channel. So that he can understand
the actual subject matter.

8.Recording:8.Recording:
Recording is one of the important
points while conducting an interview.
Minimal recording should be done
between conversation using key
points.

9.Closing the interview:9.Closing the interview:
The interview should be closed in
a pleasant manner by giving
thanks and greetings so that the
interviewee feel relaxed and
comfortable.

10.Report:10.Report:
Report should be compiled when
the mind is still fresh. Report it to
concern personnel.

I.P.R for nurses with client/I.P.R for nurses with client/
patient:patient:
The patient is the most important person
in the hospital. The patient in the hospital
experiences a new and unfamiliar
surrounding due to hospitalization. In that
time the patient faces many physical and
psychological problems.

cont,..cont,..
Same as the client also most important person
in clinic and community. So nurse response
them in a positive manner, they can understand
each other and they can solved their problems
by dealing with each other.
Knowing their health problems the community
health nurse can do physical checkup, give
health education according to need, cure for
simple diseases, refers to hospital etc.

Cont..Cont..
if they show their poverty condition we can
give advice to kept domestic animals like
hen, pig, duck etc according to their
culture and capacity.
To maintain good interpersonal relationship
the nurse should never show their
arrogance should understand their
problems, should regard them as your
family have all things which they provide
you without hesitation.

I PR with health personal:I PR with health personal:
Interpersonal Relationship play a vital
role to improve the community
people’s health. Therefore every
health personal and nurse should
maintain good relationship among
each other.

There are various types of health
personnel eg doctors, nurses,
supporting staff, administrative staff as
well as other technical staff working
and each of them have different works
to be performed. So to carry out the
work in an authentic and good way
there should be good interpersonal
relationship between health personal
and nurses.

By good IPR with health person we can
gain various knowledge, information,
good use of power and authority and
prevent misunderstanding. So that we can
perform our activities in a successful
way.
So good IPR is very essential in the field
of nursing.

IPR with community:IPR with community:
The nurse should establish a good
interpersonal relationship with the
community in the field of health. It is
necessary to exchange views, ideas and
experiences with the community people.
Establish good IPR we can easily find out
feelings culture, custom, beliefs and their
health problem, discussion about
solution..

Cont..Cont..
and proper action it. For example when the
nurse has to give health education to the
community about family planning and if
there is good IPR with people they listen
her carefully and implement the actions
told by the nurse.
So, without IPR with the community
people may not trust us and…

Cont…Cont…
we may fail in fulfilling our objectives and may
be unable to achieve our goal.
The concept of people towards the health
programme and health workers may be
negative. Good appearance, behavior,
capability to adapt new environment are the
main keys to establish good IPR for a nurse
with the community…..

The community nurse can create a
pleasant working environment,
understand the community, their socio-
economical level and promote the health
of the community.
Therefore good IPR is quite important in
between nurse, clients, health person, and
the community.

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

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

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