Importance of Communication Skills for HCWs

1. Dr Omesh Khurana
Ex Professor ( Paediatrics )
CCM Government Medical College : Durg : CG

2. Learning Objectives :
 What is communication ?
 Process of communication
 Types of communication
 Communication skills
 Communication barriers
 Role plays

3. Communication
 The term Communication has been derived from Latin
word ‘Communis’ means common .
 Thus to communicate means ‘to make common’
or ‘ to make known’.

4. What is Communication?
 What does it mean to you?
 The act or the process of using words, sounds , signs
or behaviors to express or exchange information or to
express your ideas, thoughts , feelings , etc. to someone
else.
 A message that is given to someone: a letter , telephone
call , whatsapp etc.
 The ways of sending information to the people.

5.  It is the transfer of information from sender to receiver
with the information.
 Proper understanding by the receiver of the
information is one of the very important aspect of
communication.
 Our ability to influence others depends on our
communication skill.

6. Communication Process
 Sender (communicator)
 Message (information)
 Channel (physical bridge)
 Receiver (audience)
 Feedback (reaction of receiver to message)

7. Types of Communication
 One way (Didactic) : Lecture , TV , newspaper, books
 Two way (Socratic ) : Interactions , Q & A , messages
 Verbal
 Non verbal
 Formal
 Informal

8. The Communication equation
 What you hear
 Tone of voice
 Vocal clarity
 Verbal expressiveness 40 % of the message
 What you see or feel ( Emotions : positive / negative ) LOVE / HATE
 Facial expression
 Dress and grooming
 Posture
 Eye contact
 Touch
 Gesture 50 % of the message
 WORDS … 10 % of the message

9. Communication is a 2-way process
 Communication skills involve:
 Listening to others (Receiving) message
 Asserting/ Expressing (Sending)
 Barriers to communication can lead to misunderstanding and
confusion
sender
receiver
sender
receiver
values and attitudes
“generation gap”
Mobile pre occupations
language
noise
hearing

11. The Art of Listening
“If we were supposed to talk more than listen,
we would have been given two mouths and
one ear.”
 Mark Twain

12. Effective Communication Skills
Effective
Communication skills
Eye contact & visible mouth
Body language
Silence
Checking
for understanding
Smiling face
Summarising
what has been said
Motivation
Answering questions
Interactions

13. Barriers to Effective Communication
Barriers to
effective
communication
Language
Noise
Time
Distractions
Lack of privacy
Distance
Discomfort
with the topic
Disability
Lack of interest

14. Effective Speaking
 You have to watch what you say and how you say
 Understand others attitude ,feeling, needs and then
learn how to communicate appropriately
 Pick up the topic that interests the person you are
speaking
 Use short and simple sentence , easy to understand.
Avoid technical words without explaining their
meaning
 Explain the facts by giving examples from real life
situation.

15. Five dos in Effective Speaking
 Friendly tone of voice
 Make the patient comfortable
 Personal touch
 Give complete information
 Invite clarification

16. Effective Counselling Skill
 G - Greet
 A - Ask
 T - Tell
 H – Help in decision making
 E - Explain
 R - Reassure for follow up visit

17. Nonverbal communications
 Body language---It is not only important to say what
you wish to but more crucial is how your body says it!
 Gesture
 Facial expression
 Posture

18. NON VERBAL COMMUNICATION
DRISHYAM

19. NON VERBAL COMMUNICATION
LEADERS

20. NON VERBAL COMMUNICATION
LEADERS

21. NON VERBAL COMMUNICATION
NATURE

22. NON VERBAL COMMUNICATION
BOLLYWOOD

23. NON VERBAL COMMUNICATION
GESTURES

24. Non Verbal Communication Skills
with the patients
Relax
Open and approachable
Lean towards patient
Eye contact
Sit squarely and smile.

25. Lessons from Gita :
Lord Krishna counseling Arjun

26. YOGA ( MEDITATION )
POWERFUL COMMUNICATION

27. ROLE PLAY : HALLEY’S COMET

28. GENERAL TO COLONEL :
 Tomorrow evening at approximately 20 00 hours , Halleys comet will
be visible near Ambala cantonment area.
 This is a very rare event which occurs once every 75 years hence all men
of the battalion should be present in the parade ground
 In case of rain , we will not be able to see the sky , so assemble the men
in the auditorium.
 I will personally show the films on it.

29. COLONEL TO COMMANDER :
 By order from General
 Tomorrow evening at 2000 hrs , Halleys comet will
appear over the battalion area
 If it rains , then assemble in the auditorium to see the
Halleys comet – a rare phenomenon which occurs only
once every 75 years.

30. COMMANDER TO LIEUTENANT :
 By order from Colonel
 Tomorrow evening at 2000 hours , phenomenal
Halleys comet will appear in our auditorium
 In case of rain in the battalion area , another order will
be issued , something which occurs once every 75 years

31. LIEUTENANT TO JCO :
 Tomorrow evening at 2000 hrs , the Colonel will
appear in the theatre with Halleys comet , something
which happens every 75 years.
 If it rains , the Colonel will order the Halleys comet
into the battalion area

32. JCO TO PLATOON :
 When it rains tomorrow evening at 2000 hours , the
phenomenal 75 years old General Halley accompanied
by the Colonel , will visit with his ‘ comet ‘ in the
auditorium .

33. Teaching communication skills
Simulation on mirror reality quite
closely and are helpful for improving
certain communication skills.

34. Teaching communication skills
Direct Observation
Teacher as the role model
 Students observe their teacher for appropriate
professional communication and ethical conduct
( empathy, care , compassion , counselling
,showing support to the patients.)
 Videos of interactions -Observing ideal
communication / counselling skill enhances learners ‘
motivation to mimic those skill in clinical practice ‘
ROLE PLAY
Communication and counselling to a patient
due for coronary bypass surgery

35.  Video recording of Learner’s interaction :
Watching own video can be used as self assessment
tool to identify communication strength and
weakness.
 Comparison with that of peers and teacher’ s feedback
useful for subsequent improvement.
 Role Play-Allows practice in a safe and controlled
environment. Students gain confidence