Communication Process zromba.ppt

2. COMMUNICATION
Presented by
Mohamed Ali Zromba
Demonstrator in Psychiatric and Mental Health Nursing Department
Faculty of nursing – Monsoura University

3. Communication is a basic for human
relationship, without it, there is no sort of
relation will developed. As a psychiatric
nurse, it is very important to understand the
client and being understood by the client.
This can be attained through studying
communication process.
Introduction

4. Definition
-Communication is a continuous circular process by
which information such as ideas attitudes and feeling is
transmitted between people and their environment .

5. Purpose of Communication
1-To understand and be understood.
2-Communicate our beliefs & values.
3-Communicate perceptions & meanings.
4-Convey interest and understanding or insult and
judgment.
5-Interaction with others gives the individual sense of
identity and being a person’s .
6-Maintain, establish productive relationship.

6. Communication Model *Berlo’s
model
1- The stimulus (referent).
2- Sender (encoder).
3- Message.
4- Medium (channel)
6- feedback

7. 1-The Stimulus
The stimulus can be a need for information ,
comfort , or advice .
Ex :-
 A stimulus in a nurse might be the perception
the client is feeling discomfort or confusion.
 A stimulus a client is feeling discomfort , pain or
anxiety.

8. 2-The Sender
- Is the person who initiates the
transmission of information (verbal and
nonverbal)

9. 3-The Message
 It is the information sent or expressed
by other .
 The clearest message are those that
are well organized and expressed in a
familiar manner to the reciver.

10. 4-Mediums (Channel)
 A message can be sent through an
auditory (hearing) , visual (seeing)
or tactile (touch) medium.
 Ex. A person may send a very clear
message through silence , body
language ,or hug .

11. 5-Receiver (Decoder)
 Is the person who receives the message..
the receiver may then respond to the
sender by giving feedback to the sender.

12. 6- Feed back:

Is the measure by which the
effectiveness of the message is
gauged.

13. Types of Communication
1-intrapersonal.
2-interpersonal .
3-public .
4-social .
5-collegial .
6-Therapeutic.

14. 1-Intrapersonal
occur when people communicate
within themselves .
Ex .self evaluation –personal talk .
2-Interpersonal
Communication between groups of
two persons and in small groups.

15. 3-Public Communication
 A communication between a person and
several other people.
 Its most common form is the presentation
of a public speech.

16. 4- Social Communication
 It occurs every day setting among people
who are friends , relatives . it occurs in work
politics ,social activities and vocations.
 This type of communication does not have a
specific goal.
 It is likely to be superficial.

17. 5-Collegial Communication
 It occurs among colleagues within a
profession such as nursing or medicine
,psychology .
 Its purpose is collaboration in the
treatment of clients.

18. 6-Therapeutic Communication;
 It occurs between helper and client .
 the content is meaningful not superficial .
 focusing on client’s areas of concern.
 Uses specialized professional skills
primarily therapeutic interpersonal
communication.

19. Therapeutic Communication
 The nurse activity listens to each client and responds in ways
that convey acceptance and understanding.
 Clinical setting; private, quiet, confidential, and safe
environment. .
 Learned skill, purposeful, client-focused, client sets
goals; planned, difficult, intense; disclosure of personal
information by client; meaningful and personal, but not
intimate relationship occurs

20. Elements (modes) of Communication
 Communication consists of verbal and
nonverbal elements .
 10% verbal & 90% nonverbal . Effective
communicator means using both verbal
and nonverbal cues .

21. 1- verbal communication
 Consists of all wards a person speaks
language is expression of ideas & all
written wards

22. Nonverbal Communication
 It is communication without wards .
 It does not encompass language but
can be vocal or nonvocal.

23. It includes ;
1-Kinetics ,(body motion)
2-Paralanguage ( voice quality and use of
sounds in non language vocalization.
3-proxemics ,(use of space)
4-Appearance ,(use of clothing and other
objects).

24. 1-kinesies
 It refers to the study of body motion .
 the face and body communicate even when
people are silent , facial expression ,
posture , gestures ,eye movements and
touch.

25. &
 Facial expression ; it is the most
important source of nonverbal
messages.
 Posture; ex. Withdrawn clients often
walk or sit in closed position.

26. &
 Body movement &gestures ; hand gestures
can convey indifference , relaxation ,
excitement or agitation.
 Eye contact , can communicate level of
interest or depression . However eye contact
may be culturally related.

27. &
 lack of directed eye contact may be
communicating avoidance, shame , low self-
esteem or embarrassment.
 touch ; touch communicates feeling ranging
from tenderness& warmth .
 The use of touch is determined by cultural
norms .

28. 2-paralanguge ;
It includes tone of voice , spacing of wards
& it includes non language vocalizations
such as sobbing and laughing .

29. 3-proxemics ;
Is the study of spatial relationships during
personal transactions , use of space which
depending on people's cultural background.
 Intimate
 Personal
 Public
 Consultive

30. 4-Appearance
 It refers to the way in which people use clothing
and other objects to convey a message.
 Appearance can confirm or deny verbal messages
, clothing , hairstyles , makeup , eye glasses are
some articles that people put together in unique
ways . A change in person’s appearance can
indicate developing problems.

31. Factors that influence the
communication process
 1-personal factors: -
That can impede accurate transmission of
a message including (emotional state-
knowledge level-language used-
perception)
 2- Social factors:
Culture differences, previous experiences,
social status.
 3- Environmental factors:
Noise, lack of privacy and uncomfortable
accommodations.

32. Successful communication:-
 The message should be clear, well organized,
simple, and appropriate to the receiver level,
back ground and culture.
 Feedback: Return Response that indicates the
effect made by communication received.
 Appropriateness / Relevance.
 Flexibility: The absence of over control or under
control
 Efficiency: Communication understood, simple
and clear
 The communication must have a goal, and not
left to chance.
 Select settings that insure privacy and
confidentiality eliminate any possible
environmental and personal distraction.

33. Blocks to communication
 Changing the subject.
 Stating personal opinions and ideas.
 Giving false reassurance.
 Jumping to conclusions, offering solution to
problem.
 Medical terminology / jargon.
 Rejecting other’s point of view.
 Probing: asking too many questions.
 Distraction in the environment such as noise.

34. Effective communication
technique
 1-non talking techniques:
A- Active listening.
b- Silence.
 2-Talking techniques:

35. Techniques that enhances
communication
1- Give information ; purpose for being
here …. The medication for…. My
name is… .
2- show Accepting ; Ex. (yes) ( I follow
what you say )‫الرأس‬ ‫ايماءات‬

36. 3- Giving recognition ; indicates awareness
of change and personal efforts does not
imply good or bad, right or wrong .
Ex. Good morning Mr. Ahmed you’ve
combed your hair today.

37. &
4- offering self ; offers presence, interest ,
and a desire to understood.
Ex . I would like to spend time with you.
5- offering general leads;
Ex . (go on)
( and then) ( tell me about it).

38. 6-Giving broad openings ; clarifies that the
lead is to be taken by the client. ex.
(where would you like to begin)
7- placing the events in time or sequence;
ex (what happened before? )

39. &
8-Making observations ; ex. ( you appear tense).(
I notice you’re bitting your lips )
‫زعالن؟‬ ‫شكلك‬
9-encouraging description of perception;
Ex . What is happened before?
‫ايه؟‬ ‫بتقولك‬ ‫دى‬ ‫األصوات‬

40. &
10- encouraging comparison;( has this ever
happened before ?) ( was this something like …)
11-Restating; repeating pts speech by give meaning
of his speech. ‫مشابهة‬ ‫بكلمات‬ ‫للمريض‬ ‫الفكرة‬ ‫نفس‬ ‫اعادة‬
ex . C; (I can’t sleep, I stay a wake all night.)
N .( you have difficulty sleep)

41. &
 12-Reflecting ; direct back to pt questions ideas
and feeling.
Ex. ( what should I do about my husband's affair?) N (
what do you think you should do?)
Reflecting : use of pronoun “you” you feel you think

42. 13- Seek validation ; clarifies that both the nurse and the
client share mutual understanding e.g. tell me whether
my understanding agree with yours. ‫يعنى‬ ‫تقول‬ ‫عايز‬ ‫انت‬
‫منه‬ ‫للتأكد‬ ‫أخرى‬ ‫بصيغة‬ ‫الكالم‬ ‫وتعيد‬
14-Seeking clarification ; help the clients clarify their own
thoughts . ex ( I’m not sure. I follow you ) ‫ايه؟‬ ‫تقصد‬

43. &
15- presenting reality ; (I don’t see anyone
else in the room) ( your mother is not
here . I am a nurse ).
16-Voicing doubt ; ex ,(really?) ( that hard
to believes). ‫بجد‬
!
‫بتكرهك؟‬ ‫الناس‬ ‫كل‬ ‫ان‬ ‫تقصد‬

44. &
 17- Questioning : careful using no why ?? ,
close open ended???
20-Summaring ; ex. (you said that….)

45. Techniques that hinder
communication
 1- Negative Reassuring
May cause clients to stop sharing feeling.
Ex. (every thing will be alright)
2-Giving approval;
Ex. (that’s good)
3-Rejecting; ex. (I don’t want to hear about…)

46. &
4- Disapproving;
Ex. (that’s bad…)
5-Aggreeing ;
Ex. (that’s right).. (I agree…)
6-Disagreeing ; Ex.( I disagree with that ..)
7-Advising; ex.( I think you should …)

47. &
 8- challenging
Ex. ( If you dead , how come your heart is
beating?)