seminar on communication, for management students

1. VIVEKANANDA COLLEGE OF NURSING
SEMINAR ON;
PRESENTED BY- APURVA DWIVEDI [M.Sc. Nsg. 2st Yr.]

2. COMMUNICATION

3. INTRODUCTION
Nurse managers are required to be aware of the techniques that
can help them ensure effective management of educational/
service unit. Communication is one of the most important
activities in the nursing management. It is the foundation upon
which the manager achieves organizational objectives.

4. MEANING OF COMMUNICATION
Communication is a process of change. In order to achieve the
desired result, the communication necessarily is effective and
purposive.

5. DEFINITION
Communication is a process in which a message is transferred
from one person to other person through a suitable media and
the intended message is received and understood by the
receiver.

6. IMPORTANCE

7. PROMOTES MOTIVATION
Communication promotes motivation by informing and clarifying
the employees about the task to be done, the manner they are
performing the task, and how to improve their performance if it is
not up to the mark.

8. SOURCE OF INFORMATION
Communication is a source of information to the organizational
members for decision making process as it helps identifying and
assessing alternative course of actions.

9. ALTERING INDIVIDUAL’S ATTITUDES
Communication also plays a crucial role in altering individual‘s
attitudes, i.e.; A well informed individual will have better attitude
than a less-informed individual. Organizational magazines,
journals, meetings and various other forms of oral and written
communication help in molding employee‘s attitudes.

10. HELPS IN SOCIALIZING
Communication also helps in socializing. In today‘s life the only
presence of another individual fosters communication. It is also
said that one cannot survive without communication.

11. CONTROLLING PROCESS
Communication also assists in controlling process. It helps controlling
organizational member‘s behavior in various ways. There are various levels
of hierarchy and certain principles and guidelines that employees must
follow in an organization. They must comply with organizational policies,
perform their job role efficiently and communicate any work problem and
grievance to their superiors. Thus, communication helps in controlling
function of management.

12. ELEMENTS
There Are Seven Elements Of Communication:-
• Source Idea
• Message
• Encoding
• Channel
• Receiver
• Decoding
• Feedback

13. SOURCE IDEA
The source idea is the process by which one formulates an idea
to communicate to another party. This process can be
influenced by external stimuli such as books or radio, or it can
come about internally by thinking about a particular subject. The
source idea is the basis for the communication.

14. MESSAGE
The message is what will be communicated to another party. It
is based on the source idea, but the message is crafted to meet
the needs of the audience. For example, if the message is
between two friends, the message will take a different form than
if communicating with a superior.

15. ENCODING
Encoding is how the message is transmitted to another party. The message
is converted into a suitable form for transmission. The medium of
transmission will determine the form of the communication. For example,
the message will take a different form if the communication will be spoken
or written.

16. CHANNEL
The channel is the medium of the communication. The channel
must be able to transmit the message from one party to another
without changing the content of the message. The channel can
be a piece of paper, a communications medium such as radio,
or it can be an email. The channel is the path of the
communication from sender to receiver. An email can use the
internet as a channel.

17. RECEIVER
The receiver is the party receiving the communication. The party uses the
channel to get the communication from the transmitter. A receiver can be a
television set, a computer, or a piece of paper depending on the channel
used for the communication.

18. DECODING
Decoding is the process where the message is interpreted for its content. It
also means the receiver thinks about the message's content and
internalizes the message. This step of the process is where the receiver
compares the message to prior experiences or external stimuli.

19. FEEDBACK
Feedback is the final step in the communications process. This step
conveys to the transmitter that the message is understood by the receiver.
The receiver formats an appropriate reply to the first communication based
on the channel and sends it to the transmitter of the original message.

20. CHARACTERISTICS

21. 1. CLARITY
• One of the most essential characteristics of an impressive communication
is "clarity".
• Use simple and sound words, so that listeners can grab it easily.
• Be clear in your thoughts, jumbled and confused mind cannot deliver a
good and clear saying.
• Avoid using any technical terms, try to explain in laymen language.
• Use examples to explain & support complex scenarios.
• Work a little bit on your accent and pronunciation.

22. 2. AIM OR GOAL
• At every stage of your talk/communication, don't forget your
"aim or goal".
• Try to deduce an acceptable stuff by judging pros & cons
impartially.
• Communicate with a broad and practical mind.

23. 3. PRECISION
• Be precise & exact in your approach. Neither be too deep nor
be too short.
• Include some good facts acknowledging your topic

24. 4. AVOID REPEATABILITY, UNLESS
REQUIRED SO

25. 5. LINKAGE
• Try to maintain a logic link between your sayings.
• Don't put two opposite faces of coin at a same time.
• Deliver in a structured & planned way.

26. 6. GLOBALIZATION AND
LOCALIZATION
• Try to explain the broader aspects but not on the cost of local
values.
• Aggregation of local values should result into global and
broader aspects.

27. 7. STYLE OF EXPRESSING
• Control various speech parameters like pitch, tone, intensity
etc. According to the environment.
• Don't be too fast or too slow.
• Light humor at the right time is always accepted.
• Look straight & forward.
• Keep a light smile on your face

28. CONTI.
• Avoid using words that
show arrogance.
• Feel what you say.
• Avoid being too formal, be
natural and practical.

29. 8. KNOW AND ANALYZE THE AUDIENCES

30. 9. DO A GOOD HOMEWORK

31. 10. DRESS PROPERLY
• 25% confidence and 25% respect from
audiences comes automatically, if you
have dressed up well.
• Be neat, clean, ironed and polished
irrespective of the fact that you have
dressed up formally or informally.
• Do a good hair styling; avoid any casual
or unethical looks.

32. PROCESS OF COMMUNICATION
All of the manager‘s functions involve communication. The
communication process involves six steps.

33. Ideation Encoding Transmission Receiving
Decoding
Response
Encoding
Transmission
Receiving Decoding Response

34. IDEATION
The first step, ideation, begins when the sender
decides to share the content of her message
with someone, senses a need to communicate,
develops an idea or selects information to
share. The purpose of communication may be
inform, persuade, command, inquire or
entertain.

35. ENCODING
Encoding is the second step, involves putting meaning
into symbolic forms. Speaking, writing or non verbal
behavior. One‘s personal, cultural and professional
biases affect the goals and encoding process. Use of
clearly understood symbols and communication of all
the receiver needs to know are important.

36. TRANSMISSION
The third step, transmission of the message,
must overcome interference such as garbled
speech, unintelligible use of words, long
complex sentences, distortion from recording
devices, noise and illegible handwriting.

37. RECEIVING
The receiver‘s senses of seeing and hearing are activated as the
transmitted message is received. People tend to have selective attention
(hear the message of interest to them but not others) and selective
perception (hear the parts of the message that conform with what they want
to hear) that cause incomplete and distorted interpretation of the
communication. Sometimes people tune out the message because they
anticipate the content and think they know what is going to be said. The
receiver may preoccupied with other activities and consequently not be
ready to listen.

38. DECODING
Decoding of the message by the receiver is the
critical fifth step. Written messages allow more time
for decoding, as the receiver assesses the explicit
meaning and implications of the message based on
what the symbols mean to her. The communication
process is depend on the receiver‘s understanding
of the information.

39. RESPONSE OR FEEDBACK
It is the final step. It is important for the manager or sender to
know that the message has been received and accurately
interpreted.

40. 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.

41. TECHNIQUES TO IMPROVE THE
COMMUNICATION
• Listening
• Broad openings
• Restating
• Clarification
• Reflection
• Focusing
• Sharing perceptions
• Silence
• Humor
• Informing
• Suggesting

42. LISTENING
An active process of receiving information. The complete
attention of the nurse is required and there should be no
preoccupation with oneself. Listening is a sign of respect for the
person who is talking and a powerful reinforce of relationships. It
allows the patients to talk more, without which the relationship
cannot progress.

43. BROAD OPENINGS
These encourage the patient to select topics for discussion,
and indicate that nurse is there, listening to him and following
him. For e.g.; Questions such as what shall we discuss today?
”Can you tell me more about that”? “And then what happened?”
From the part of the nurse encourages the patient to talk.

44. RESTATING
The nurse repeats to the patient the main thought he has
expressed. It indicates that the nurses is listening. It also brings
attention to something important.

45. CLARIFICATION
The person‘s verbalization, especially when he is disturbed or feeling
deeply, is not always clear. The patients remarks may be confused,
incomplete or disordered due to their illness. So, the nurses need to clarify
the feelings and ideas expressed by the patients. The nurses need to
provide correlation between the patient‘s feeling and action. For example; “I
am not sure what you mean “? “could you tell me once again?” Clarifies the
unintelligible ideas of the patients.

46. REFLECTION
This means directing back to the patient his ideas, feeling
questions and content. Reflection of content is also called
validation. Reflection of feeling consists of responses to the
patient‘s feeling about the content.

47. FOCUSING
It means expanding the discussion on a topic of importance. It
helps the patient to become more specific, move from
vagueness to clarity and focus on reality.

48. SHARING PERCEPTIONS
These are the techniques of asking the patient to verify the
nurse understands of what he is thinking or feeling. For e.g. The
nurse could ask the patient, as “you are smiling, but I sense that
you are really very angry with me”.

49. THEME IDENTIFICATION
This involves identifying the underlying issues or problem experienced by
the patient that emerges repeatedly during the course of the nurse-patient
interaction. Once we identify the basis themes, it becomes easy to decide
which of the patient‘s feeling and thoughts to respond to and pursue.

50. SILENCE
This is lack of verbal communication
for a therapeutic reason. Then the
nurse‘s silence prompts patient to
talk. For e.g.; Just sitting with a
patient without talking, non verbally
communicates our interest in the
patient better.

51. HUMOR
This is the discharge of energy through
the comic enjoyment of the imperfect. It is
a socially acceptable form of sublimation.
It is a part of nurse client relationship. It is
constructive coping behavior, and by
learning to express humor, a patient
learns to express how others feel.

52. INFORMING
This is the skill of giving information. The nurse shares simple
facts with the patient.

53. SUGGESTING
This is the presentation of alternative
ideas related to problem solving. It is
the most useful communication
technique when the patient has
analyzed his problem area, and is
ready to explore alternative coping
mechanisms. At that time suggesting
technique increase the patient‘s
choices.

54. TYPES OF COMMUNICATION
Communication
On the basis of
relationship expression
On the basis of
transmission
On the basis of flow

55. ON THE BASIS OF RELATIONSHIP EXPRESSION
Relationship
Expression
Formal Informal

56. On the basis of
flow
Horizontal
Vertical
Downward
Upward

57. On the basis of
Transmission
Verbal
Oral
Written
Non-verbal

58. ONE-WAY V/S TWO WAY
COMMUNICATION

59. ONE-WAY COMMUNICATION
The flow of communication is one
way from the communicator to the
audience.

60. DRAWBACKS
• Knowledge is imposed.
• Learning is authoritative.
• Little audience participation.
• No feedback.
• Does not influence human
behavior

61. TWO WAY COMMUNICATION
In this both the communicators and the
audience take place. The process of
communication is active and
democratic. It is more likely to influence
behavior than one way communication.

62. FORMAL V/S INFORMAL COMMUNICATION
Communication has been classified into
formal (follows lines of authority) and
informal (group line) communication.

63. FORMAL COMMUNICATION
It is officially organized channels of
communication and it is delayed
communication. It is generally used for all
practices purposes. This authoritative,
specific, accurate and reaches everybody.
The medium of formal communication may
be department meeting, conferences,
telephone calls, interviews, circular etc.

64. INFORMAL NETWORK
Gossip circles such as friends internet
group, like minded people and casual
groups. Communication is very faster here.
The informal channels may be more active.
It follows grape wine route. It may be a fact
but more in native of rumor. It does not
reach every one informal communications
are quite fast and spontaneous.

65. PHYSIOLOGICAL COMMUNICATION
It is a stimulus received by the body immediately the brain receives the information
and transmits to the respective organs through the nervous, where it has to be
passed.

66. PSYCHIC COMMUNICATION
Extra sensory perception
occurs, i.e.; Something
which will occur in future.
The person pertains and
predicts that in advance is
called psychic
communication.

67. SERIAL COMMUNICATION
Person to person the message will be
passed line a chain. Sender passes the
message to one person, then that receiver
passes information to other and so on.

68. SYMBOLIC COMMUNICATION
Good communication requires
awareness of symbolic
communication, the verbal and
nonverbal symbolism used by others
to convey meaning.

69. VISUAL COMMUNICATION
The visual forma of
communication comprise charts
and graphs, pictograms, tables,
maps, posters etc.

70. VERBAL V/S NON-VERBAL
COMMUNICATION
The traditional way of communication has been by word of mouth language
is the chief vehicle of communication. Through it, one can interact with
other can be passes through. Direct verbal communication by word of
mouth may be loaded with hidden meanings. The important aspects if
verbal communications are as follows.

71. VOCABULARY
Communication is unsuccessful if
senders and receivers cannot
translate each others word and
phrases when a nurses cases for a
client who speaks another
language an interpret may be
necessary.

72. DENOTATIVE AND CONNOTATIVE MEANING
A single word has several meaning. Individuals who
use a common language share the denotative
meaning, baseball has the same meaning for
everyone who speaks English, but code denotes
cardiac arrest primarily to health care providers. The
connotative meaning is the shade or interpretation of
a word‘s meaning influences by the thoughts,
feelings or ideas people have about the word.

73. PACING
Conversation is more successful at
an appropriate speed or pace nurse
should speak slowly enough to
enunciate clearly. Pacing is
improved by thinking before.

74. ADOPTABILITY
Spoken messages need to be
altered a according with
behavioral due from the receiver.

75. INTONATION
Tone of voice dramatically affects a
meaning. The nurse must be aware of
voice line to avoid sending unintended
messages.

76. CLARITY AND BREVITY
• Effective communication is simple, brief and
direct. Clarity is achieved by speaking
slowly, enunciating clearly and using,
repeating important parts of a message also
clarifies communication.
• Brevity is achieved by using short sentences
and words that expresses an idea simply
and directly.

77. CREDIBILITY
Credibility means worthiness of
belief, trustworthiness and reliability.

78. TIME AND RELEVANCE
Timing is critical in communication.
Even though message is clear, poor
timing can prevent it from being
effective. Often the best time for
interaction is when a client express an
interest in communication. If message
are relevant of important to the situation
at hand, they are more effective.

79. ORAL COMMUNICATION
Oral communication is a transmitting
message orally either by meeting the
person through artificial media of
communication such as telephone and
intercom systems.

80. WRITTEN COMMUNICATION
It is transmitting message in writing.
Written communication can be
followed when a record of
communication is necessary.

81. NON VERBAL COMMUNICATION
Communication can occur even without
word. Non-verbal communication is
message transmission through body
language without using words. It
includes bodily movements, positive,
facial expression. Silence is non verbal
communication. It can speak louder
than words.

82. PERSONAL APPEARANCE
Nurse learn to develop a general impression of
clients health and emotion status through
appearance and clients develop a general
expression of the nurse‘s professionalism and
caring in the same way personal appearance
includes physical characteristics, facial
expression, manner of dress and grooming first
impressions are largely based on appearance.

83. POSTER AND GAIT
Poster and gait are forms of self
expressions. The way people sit,
stand and more reflect attitudes,
emotion and self concept and
health status.

84. FACIAL EXPRESSION
The face is the most expressive part of the
body. Facial expression convey emotion such
as surprise, fear, anger, happiness and
sadness. People can be unaware of the
messages their expression convey doing
procedure and the client may interpret. This is
anger or disapproval.

85. EYE CONTACT
Maintaining eye contact during
conversation shows respect and
willingness to listen, lack of eye
contact may indicate anxiety,
discomfort or lack of confidence in
communicating.

86. HAND MOVEMENTS AND GESTURES
Hands also communicate by touch, slapping or caring another‘s
head communicates obvious feelings.

87. MECHANICAL COMMUNICATION
By using mechanical devices
the communication will be
sent. For e.g. Internet, radio,
T.V. etc.

88. CHANNELS OF MANAGERIAL
COMMUNICATION

89. FOUR LEVELS OF MANAGERIAL
COMMUNICATION
Downward
Communication.
Upward
Communication.
Lateral
Communication.
Diagonal
Communication.

90. DOWNWARD COMMUNICATION
• This is the traditional and most used communication, where the
management gives orders to
• The subordinates at the bottom level to carry out the orders as per the
organizational hierarchy.
• All the written and oral communication which are carried out from the top
management to the employees by various means in order that the
employees carry out their duties in the organization in achieving its goals.

91. Management
Subordinates Subordinates

92. UPWARD COMMUNICATION
Upward communication in the management levels from staff,
lower and middle management personnel and continuous up to
the organizational hierarchy. It provides a means for motivating
satisfying personnel by encouraging employees input.

93. Management
Subordinates Subordinates

95. LATERAL COMMUNICATION
Lateral or horizontal communication is referred to the communication
which takes place between the departments or personnel on the same
level of the hierarchy.

96. SUBORDINATES SUBORDINATES
MANAGEMENT

97. DIAGONAL COMMUNICATION
Diagonal communication occurs between two individuals or departments
that are not on the same level of the hierarchy.

99. BARRIERS OF COMMUNICATION
Communication barriers create problem of misunderstanding
and conflict between men who live together in the same
community, who work together on the same job and even
between men living in the distinct parts of the world who have
never seen one another.

100. 1. DUE TO ORGANIZATION STRUCTURE
The breakdown or distribution in communication sometimes arises
due to:
1. Several layers of management;
2. Long lines of communication;
3. Special distance of subordinates from top management;
4. Lack of instructions for passing information to the subordinates;
5. Heavy pressures of work at certain levels of authority.

101. 2. DUE TO STATUS AND POSITION
1. The attitude exhibited by the supervisor are sometimes a hurdle in two way
Communication. One common illustration is non listening habit. A supervisor may guard information for:
a. Consideration of prestige, ego and strategy.
b. Underrating the understanding and intelligence of subordinates.
2. Prejudice among the supervisors and subordinates may stand in the way of a free flow of information and
understanding.
3. The supervisors particularly at the middle level may sometimes like to be in good books of top management
by:
a. Not seeking clarification on instructions which are subject to different interpretations; and
b. Acting as screen for passing only such information which may please the boss.

102. 3. SEMANTIC BARRIERS
Semantic is the science of meaning. Words seldom mean same thing to two
person Symbols.
Or
Words usually have a variety of meaning arid the sender and the receiver
have to choose one meaning from among many. If both of them choose the
same meaning, communication will be perfect. But this is not so always
because of differences in formal education and specific situations of the
people.

103. CONTI.
Strictly one cannot convey meaning, only one can do it to convey
words. But the same words may suggest quite different meaning
to different people, e.g. Profits‘ may mean to management
efficiency and growth, whereas to employees it may suggest
excess funds piled up through paying inadequate wages

104. 4. TENDENCY TO EVALUATE
A major barrier to the communication is the natural tendency to
judge the statement of the person or other group. Every one
tries to evaluate others from his own point of view or experience.
Communication requires an open mind and willingness to see
things through the eyes of others. Some intelligent brains even
complimented him on his excellent style of imagination.

105. HEIGHTENED EMOTIONS
Barriers may also arise but in specific
situations, e.g. Emotional reactions,
physical conditions like noise or
insufficient light, past experience, etc.
When emotions are strong, it is most
difficult to know the frame of mind of the
other person or group.

106. LACK OF ABILITY TO COMMUNICATE
All persons do not have the skill to
communicate. Skill in communication
may come naturally to some, but an
average man may need some sort of
training and practice by way of
interviewing and public speaking, etc.

107. INATTENTION
The simple failure to read bulletins, notices,
minutes and reports is a common feature.
With regard to failure to listen to oral
communications, it has been seen that non
listeners are often turned off while they are
preoccupied with other affairs, like their
family problems.

108. UNCLARIFIED ASSUMPTIONS
This can be clarified by an illustration. A customer
send a message that he will visit a vendor‘s plant at
particular time on some particular date. Then he may
assume that vendor will receive him and arrange for
his lunch, etc. Whereas vendor may assume that the
customer was arriving in the city to attend some
personal work and would make a routine call at the
plant. This is an unclarified assumption with possible
loss of goodwill.

109. RESISTANCE TO CHANGE
It is the general tendency of human-being to maintain status quo. When new
ideas are being communicated, the listening apparatus may act as a filter in
rejecting new ideas. Thus, resistance to change is an important obstacle to
effective communication. Sometimes, organizations announce changes which
seriously affect the employees, e.g. Shifts in timings, place and order of work,
installation of new plant, etc. Changes affect people in different ways and it may
take sometime to think through the full meaning of the message. Hence, it is
important for the management not to force changes before people are in a
position to adjust to their implications.

110. CLOSED MINDS
Certain people who think that they know everything about a particular
subject also create obstacles in the way of effective communication.

111. THEORIES OF COMMUNICATION

112. Related to
management
The Decibel Theory
The Sell Theory
The Minimet Theory

113. THE DECIBEL THEORY
It argues that the best way to get the message across is to state
one‘s point loudly and frequently. Its effectiveness over a period
of time is nil, but many of us still need to be reminded that
shouting only makes poor communication louder.

114. THE SELL THEORY
It lays down that the total burden of communication is on the
communicator while the receiver is passive and pliable. One of the
problem created by this approach is that it tends to increase the barriers
between the individuals and thus reduces the chances of hearing each
other.

115. THE MINIMET THEORY
It assumes that the receiver probably is not much interested in
what is being communicated. By telling an individual what he
needs to know, he will have little to object and little to question.

116. THANK YOU..