As per the SPPU Syllabus: For Communication Skill

2.  Introduction
 Defination
 Importance of communication
 Communication process source
 Massage
 Encoading
 Decoading
 Receiver
 Feedback
 Context

3. “We are born to see, but have to train
ourselves to observe”

4. What
(Definition )
Why
(Importance )
How
(Elements +
Principles)
By what
(Forms)
Why not
(Barriers )

5. WHAT IS COMMUNICATION?
 Communication is sending or receiving ideas,
thoughts or feelings from one person to one or more
persons in such a way that, the person receiving it
understands it in the same way the sender wants
him/her to understand.
 The term ‘communication’, derived from a Latin term
‘communicare’.
important
• Also known as “people skills” or “soft skills”.
• Ranked in a survey as the most
requirement for successful job performance.

6. Continuous Dynamic
Transactional Irreversible
Communication

7. SENDER MESSAGE CHANNEL RECEIVER
Context
FEEDBACK
THE COMMUNICATION PROCESS
The person
initiating the
communication,
or broadcasting
the message.
The specific set of
words, gestures and
images that the sender
uses to convey what he
or she wants to say.
The channel
through which
the message
moves.
Receivers (or the
audience for the
message) - from
whom the receiver
often expects a
response.
The response from the
receiver to the sender.

11. Effective communication =
R (receiver’s meaning)
----------------------------------- = 1
S (sender’s meaning)

12. WHY WE STUDY COMMUNICATION SKILLS?
1 History taking: 60% to 80% of diagnosis.
2 Good communication provides information to the
patient:
-more than 50% of patients deviate from the doctors’ advice
or do not follow it at all.
3 Poor quality of communication leads to patient’s
dissatisfaction:
- Doctors interrupt patients very early.
- Patients do not understand what the doctor is saying.
- Advice is too difficult to follow.

13. COMMUNICATION PRINCIPLES
 Listening (not HEARING)
 Probing (encourage)
 Observing (non- verbal)
 Informing (4 Cs = Clear, Correct, Concise, Complete)

14. 1- LISTENING:
Active process (Not hearing), it involves a conscious
effort to listen to words; to the way they are said, to be
aware of the feelings shown and attempts to hide feelings.
You should:
 Focus your attention; avoid barriers.
 Show that you are listening (verbally and nonverbally).
 Understand ideas and pick key words.
 Retain information (memory, notes).
 Reflect or give your feedback.

16. 2- PROBING:
- What clients think/know.
 encourage them to talk: tell them that are really
listening and wanting to hear more.
 ask questions.
 keep Privacy, listen.

17. 3- OBSERVING:
 Nonverbal communication through:
- Facial expressions,
- Voice tone
- Body language.

18. 4- INFORMING
that the
 in a Clear, Correct, Concise, Complete way.
 Consider: Needs, Language, Obstacles.
 Summing-up briefly.
 Check back with the speaker to ensure
statement is accurate.

19. “LAG TIME"
The gap between the speed of talking and
the speed of listening
Most individuals speak at the rate of 100-150
words a minute,
while
they listen at the rate of 450-500 words a minute.

20. “LAG TIME" IS TO BE USED TO:
In steadof thinking about what toreply tothe person,or
worsestill allowing your mind towonder on unrelated
subjects, "lagtime"istobeusedto:
- Listentothe wordsbeing used
- Observe the bodylanguage
- Make noteof the repetition of thoughts and words

21. RULES FOR COMMUNICATION
1. Ensure it fits the purpose
2. A.B.C: 3. K.I.S.S 4. Deliver information
in 3 stages:
Accuracy Keep Introduction
Brevity It Main body of content
Clarity Short Summary
Simple

22. Change behavior
Get action
Ensure
understanding
Persuade
Get & give
Information
COMMUNICATION
GOALS

24.  Environmental barriers:
Loud sounds, activities of nearby people, interruptions from
others, physical discomfort
 Physiological barriers:
Deafness, blindness, learning disabilities, illness.
 Language barriers:
Different language, specific terminology
 Personal barriers:
Socioeconomic conditions, values and beliefs, previous
experience, not valuing themselves, not believing that their
health is important.
 Psychological barriers:
Stress, frustration, anger, tiredness, distracted, preoccupied.

25. SENDER MESSAGE CHANNEL RECEIVER
Context
FEEDBACK
THE COMMUNICATION PROCESS OR ELEMENTS
Knowledge
Formulation
Language
Tone
Personality
Ambiguity
Interest
Clearness
Confusion
Objectivity
Noise
Accessibility
Adaptation
Decoding
Physiology
Personality
Preparation
Time
Selection bias
Formulation

26. Body
Language
55%
Words
7%
Tone of
Voice
38%

27. Verbal
Communication

28. VERBAL COMMUNICATION
 Organize Thoughts
 Paint Word Pictures
 Watch Grammar

29. VERBAL COMMUNICATION
clear
 Clarify
 Listen
 Encourage
 Appreciate
 reassure
Don’t
Give orders
Attack
Be aggressive
Be ridiculous.

30. NON-VERBAL COMMUNICATION

31. Non-verbal communication can
Reinforces, Complements,
Contradicts, Regulates, or Replaces a
verbal message.

32. CATEGORIES OF NONVERBAL COMMUNICATION:
 Body movement; way of walking.
 Posture; way of sitting, standing.
 Gesture; movements of hands, legs, arms and feet.
 Facial expressions & eye contact.
 Space; place of sitting, distance.
 Touch; shake hands, patting on the back.
 Time.
 Personal appearance; clothes, hair, jeweler.
 Paralanguage; vocal characteristics (pitch, volume,
rate and quality), vocal interferences (umm, uhh).

34. Smiling .
Eye contact .
How you look .
Shaking hands .
+ve Non-Verbal Communications

36. > 360 cm
120 – 360 cm
45 – 120 cm
15 – 45 cm

37. WHEN YOU INVADE MY SPACE
 Reactions to an invasion of your space
 Feel troubled
 Get defensive
 Become aggressive

42. COUNSELLING
Counselling is a process that uses communication skills to help
client/patient to reach an informed decision/choice
Counselling will provide customized, client-oriented information
and negotiate available alternatives to help take a decision
based on clear information.
Helping a person or a group to develop
self-help and self-care abilities.

43. CONSULTATION &
COUNSELING
Consultation:
Process of a dialogue that leads to a
decision
Counseling:
Helping a person or a group of people to
develop self help

44. CONSULTATION
After each consultation session 5 things
must be established:
1) Discover the reasons of patient attendance
2) Define clinical problem (HPT, DM)
3) Address the patient’s problem (details)
4) Explain the problem to the patient
5) Make effective use of the consultation

45. PRINCIPLES FOR GOOD COUNSELLING
 Treat each client well
 Interact actively
 Give the right amount of information
Tailor and personalize the information
 Use and provide memory aids
Provide the services that satisfy the client’s
expectations. Help clients remember instructions.
 Confidentiality

46. COUNSELING
Preparing a counseling session
Physical setting
Timing
Interpersonal space

47. 1. Physical setting
Privacy: in a quiet, calm & no
interruption
 Proper lightening & temperature.
2. Timing
45-60 minutes

48. 3. Interpersonal space
 4-9 feet
D
 D
P D P P
(√) (√) (×)

49. COUNSELING,
CONSULTATION, COMMUNICATION PROCESS
 Initiating the session
 Gathering Information
 Building Relationship
 Explanation and Planning
 Closing the sessions