l

1. COMMUNICATION

2. INTRODUCTION
• Successful and effective management and
leadership depends on well developed
interpersonal skills. Communication is the basic
element of human interactions that allows
people to establish, maintain and improve
contacts with others. It constitutes the
foundation of interaction among human beings.
Communication skills are needed to facilitate
insight, empathy, raring and trust worthiness

3. DEFINITION
• Communication is an enabling process that allows
information to be transformed and ideas to be
translated into action. – Cyces R . Joiner.
• Communication is a process of passing information
and understanding from one person to another.
- Keith Davies.
• Communication may be broadly defined as the process
of meaningful interaction among human beings.
- Mcfraland.

4. PURPOSES
• Establish and disseminate goals.
• Develop plans for their achievement.
• Organize human and other resources in the most
effective and efficacy way.
• Select, develop and appraise member of the
organization.
• Lead , direct, motivate and create a climate in
which people want to contribute.
• Control performance.

5. IMPORTANCE OF COMMUNICATION
• Foundation of planning
• Source of information
• Decision making
• Unity of direction
• Basis of motivation , cooperation and improving
nurses’ morale
• Effective coordination
• Congenial nurse manager- nurse relation
• Device for handling employees’ grievances
• Modification of behavior of staff
• Effective control

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Functions of Communication
1. Control member behavior.
2. Foster motivation for what is to be done.
3. Provide a release for emotional
expression.
4. Provide information needed to make
decisions.

7. CHARECTERISTICS
• Communication is a persuasive function. It is
required in all functions of management.
Organization involves transfer of information
about tasks, authority and responsibility.
• Communication is a continues process.
• The basic purpose of communication is to creat
mutual understanding and co operative human
relationship.
• Communication is a two way process

8. SIGNIFICANCE
• Planning and decision making:
Communication provides to managers the
information and explanations of each element ideas
necessary for sound planning communication enables
a manager to diagnose the problem and to gather
information for making sound decision.
• Implementation of plans:
Plans and decision must be effectively convey to those
who can translate them into action .Managers issue,
specific orders and instruction through
communication.

9. • Motivation and morale:
Managers can improve job satisfaction of employees
by providing feedback information on their
performance . Communication plays vital role in
building up high morale in the organization.
• Human relation:
In order to secure maximum productivity with the
minimum cost there must be perfect co- operation
and trust among manager and labour. Proper
communication helps to minimize frictions.

10. • Training and development:
Communication is vital for the orientation and
training of both workers and executives.
• Co-ordination:
Communication is a bridge of meaning between
peoples. Communication helps to create team
work and integration.
• Public relation:
An organization must continually strive to
convince the public that its action are in the
interest of society.

11. PRINCIPLES OF COMMUNICATION
•
Communication should be conviction.
• Communication should be appropriate to situation.
• Communication should have objective and purposes.
• Communication should promote total achievement of purposes.
• Communication should represent the personality and individuality of
the communication.
• Communication involves special preparation.
• Communication should be oriented to the interest and needs of the
receiver.
• Communication through personal contact.
• Communication should seek attention.
• Communication should be familiar.

12. Influences on Communication
• Age
• Education
• Emotions
• Culture
• Language
• Attention
• Surroundings

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Elements of the Communication Process
• The sender
• Encoding
• The message
• The channel
• Decoding
• The receiver
• Noise
• Feedback

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The Communication Process Model
The steps between a source and a receiver that
result in the transference and understanding of
meaning.

15. • Sender - the one who conveys the message
to another person.
• Message - the thought, idea, or emotion
conveyed.
• Channel - how the message is sent.

16. • Receiver - physiological/ psychological
components.
• Feedback - the receiver’s response to the
sender.
• Influences - Culture, education, emotions
and other factors involved.

18. Factors Influence Communication Process
• Development & gender
• Sociocultural characteristics
• Values and perception
• Personal space and territoriality
• Roles and relationships
• Environment
• Congruence
• Attitudes

19. Development
• Language and communication skills develop
through stages
• Communication techniques for children
– Play
– Draw, paint, sculpt
– Storytelling, word games
– Read books; watch movies, videos
– Write

20. Gender
• Females and males communicate differently
from early age
• Boys  establish independence, negotiate
status
• Girls  seek confirmation, intimacy

21. Sociocultural Characteristics
• Culture
• Education
• Economic level

22. Values and Perception
• Values  standards that influence behavior
• Perceptions  personal view of an event
• Unique personality traits, values, experiences
• Validate

23. Personal Space
• Proxemics
– Intimate distance frequently used by nurses(0-18
inches)
– Personal distance  less overwhelming(18 inches
to 4 feet)
– Social distance  increased eye contact ( 4 feet to
10 feet)
• Out of reach for touch
– Public distance
( from 10feet and beyond)

24. Territoriality
• Space and things
– Individual considers as belonging to self
– Knock before entering space
• May be visible
– Curtains around bed unit
– Walls of private room
– Removing chair to use at another bed

25. Environment
• Can facilitate effective communication
• Key factors
– Comfort
– Privacy

26. Congruence
• Congruence
– Verbal and nonverbal aspects match
– Seen by nurse and clients
• Incongruence
– Sender’s true meaning in body language
• Improving nonverbal communication
– Relax; use gestures judiciously
– Practice; get feedback on nonverbal

27. Attitudes
• Interpersonal attitudes
– Attitudes convey beliefs, thoughts, feelings
– Caring, warmth, respect, acceptance
• Facilitate communication
– Condescension, lack of interest, coldness
• Inhibit communication
– Effective nursing communication
• Significantly related to client satisfaction
– Respect

28. Enhancing Communication
• Self-Disclosure.
• Caring.
• Genuineness.
• Warmth.
• Active Listening.
• Empathy (the capacity to understand another’s
feelings).
• Acceptance and respect.

29. Communication Techniques
• Clarifying/validating.
• Asking open questions.
• Using indirect statements.
• Paraphrasing.
• Summarizing.
• Focusing.

30. S.O.L.E.R.
• Sit/Stand Squarely in relation to the person
• Open position
• Lean slightly towards the person
• Eye contact
• Relax

31. TYPE OF COMMUNICATION
• On the basis of channel or relationship
Formal communication
Informal communication

32. • On the basis of direction or flow
• Downward communication
– Manager to staff – usually directive
• Upward communication
– Staff to management – usually involves reporting of
information for problem solving
• Lateral communication
– Between individuals or departments at the same
level
• Diagonal communication
– Between individuals or departments at different
levels

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Direction of Communication
Upward
Downward
Lateral

34. • On the basis of method of expression
Verbal Communication
1) Oral communication
2) written communication
Oral communication should be
I. Pace and intonation
II. Simplicity
III. Clarity and brevity
IV. Timing and relevance
V. Adaptability
VI. Credibility
VII. Humor

35. • Advantages
• Understanding and transparancy
• Scope for flexibility
• Instant feedback
• More effective
• Cost effective way of communication
• Encourage morale
• More specific

36. • Disadvantages
• Not fully reliable
• Less authentic
• More possibility of misunderstanding
• It takes lot of time
• It is not steady
• Slip of tongue is producing conflict
• Easy to manipulate
• Create confusion
• Delay the action

37. Written communication
• Any form of communication which is written and
documented from the sender to receiver is
known as written communication. Examples are
memos, posters and instructions etc
Advatages
• Authenicity
• Proof for future reference
• Bulk communication
• Cheaper means of communication
• More clear and specific

38. Disadvantages
• Lack of feedback
• Lack of secrecy
• If poorly drafted create misunderstanding and
confusion
• Formal in nature
• Absence of modulations
• Very expensive for transmitting short messages

39. Non verbal communication
I. Body language
- Gestures, movements, use of touch
II. Essential skills: observation, interpretation
- Personal appearance
- Posture and gait
- Facial expression of self, others; eye contact
III. Gestures
– Cultural component

40. One-way vs. Two-way Communications
One-Way
Communication - a
person sends a message
to another person and no
questions, feedback, or
interaction follow
 Good for giving
simple directions
 Fast but often less
accurate than 2-way
communication
Two-Way
Communication - the
communicator & receiver
interact
 Good for problem
solving

41. Based on group
• Internal communication
communication within
the group or within the
organization
• External communication
communication
between the
organizations

42. Effective Communication Skills
Effective
Communication skills
Eye contact & visible mouth
Body language
Silence
Checking
for understanding
Smiling face
Summarising
what has been said
Encouragement
to continue
Some questions

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44. NETWORKS CHANNELS OF COMMUNICATION
• Circle
1
2
3
4
5

45. • Chain
1
2
3

46. • Wheel
1
2
3
4
5

47. • Inverted V shape
1
4
2
3

48. Free flow of communication

49. Grape vine communication
• Single strand : the staff communicates with other staff
through intervening staff
• Gossip : The staff communicates nonselectively
• Probability :The staff communicates randomly with
other staff according to law of probability
• Cluster : The staff communicates only those staffs that
she trust

50. Leaders who engage in frank, open, two-way
communication are seen as informative
Communication is enhanced when the manager
listens carefully and is sensitive to others
A major underlying factor is an ongoing relationship
between the manager and employees
Successful leaders are able to persuade others and
enlist their support
The Role of Communication in Leadership

51. • Good communication is the adhesive that builds and
maintains an effective work group
• Giving direction
– Know the context of the instruction
– Get positive attention
– Give clear, concise instructions
– Verify through feedback
– Provide follow-up communication
Communicating with Subordinates

52. • Working effectively with a supervisor is important
because this person directly influences personal
success in a career and within the organization
• Managing a supervisor is a crucial skill for nurses
• Managing upward is successful when power and
influence move in both directions
• Understand the superior’s position from her or his
frame of reference
Communicating with Superiors

53. Barriers to Effective Communication
• Semantic barriers
 Filtering : A sender’s manipulation of information so that it will
be seen more favorably by the receiver.
 Selective Perception :People selectively interpret what they see
on the basis of their interests, background, experience, and
attitudes.
 Information Overload: A condition in which information inflow
exceeds an individual’s processing capacity.
 Language :Words have different meanings to different people.


54. • Psychological barriers
 Unjust assumptions
 Stress
 Barrier of allness
 Snap reactions
 Apathetic listener
 Sophisticated role
 Defensiveness
 fear

55. • Organizational barriers
 Organizational policies
 Organizational Structure
 Organizational Rules and regulations
 Organizational facilities

56. • Personal barriers
Lack of knowledge
Lack of confidence
Unfavorable attitude
Lack of awareness
Disorder of sense organs
Physical illness
Lack of time
Ignorance regarding new technology

57. • Environmental barriers
Light
Noise
Ventilation
Humidity
• Mechanical barrier
Any problem in the mediated instruments

58. Reducing Communication Barriers
• Leaders must have a plan that can be used
to reduce barriers to effective
communication.

59. Reducing Communication Barriers
• Establishing effective interpersonal relations
• Managing position power
• Being an active listener
• Acquiring feedback
• Displaying empathy
• Applying ethics to the conversation

60. New Technologies
for Communication
• Informational databases
• Electronic mail systems
• Voice mail systems
• Fax machine systems
• Cellular phone systems

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Computer-Aided Communication
• E-mail
– Advantages: quickly written, sent, and stored; low
cost for distribution.
– Disadvantages: information overload, lack of
emotional content, cold and impersonal.
• Instant messaging
– Advantage: “real time” e-mail transmitted straight to
the receiver’s desktop.
– Disadvantage: can be intrusive and distracting.

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Computer-Aided Communication (cont’d)
• Intranet
– A private organization-wide information network.
• Extranet
– An information network connecting employees with
external suppliers, customers, and strategic partners.
• Videoconferencing
– An extension of an intranet or extranet that permits
face-to-face virtual meetings via video links.

63. HEALTH COMMUNICATION
• It means that providing information and
influencing the individual and community
decisions to improve the health. The functions
of health communication are information,
education, motivation, persuasion,counselling,
raising morale, health development and
organization

64. COMMUNICATION SYSTEMS USED IN HOSPITAL
• Periodic talk between employer and employee
• Sign posts for patients and general public
• Staff conferences
• Social gathering
• Employees consultation in problem solving
• Sending orders and protocols
• Providing hand book
• Manuals
• Bulletin boards

65. • Suggestion systems and complain books
• Hospital magazine, bulletin
• Annual reports
• Light signaling systems
• Alarm system
• Telecommunication system
• Intercom paging system
• Enquiry officer
• Public relation officer
• Patient information booklet
• Attendance register