PHARES MAROA

Communication is the process of exchanging: –

Information

Thoughts

Feelings

Ideas

Instructions

Knowledge

Communication Is defined as the act of transmitting and receiving information, or

Refers to a two-way process in which information, knowledge, ideas and meanings are transmitted by any means from one individual or group to another individual or Group

Communication is about sending and receiving information or the transmission of information from one party to another

It helps in sharing of knowledge and experiences

It helps to build relationships between two parts; brings people together, closer to each other.

Motivate

It facilitates the flow of information and understanding between different people through different media using all channels and networks

It facilitates teaching

Communication can persuade

It can entertain

It can inspire people

It helps in giving or receiving direction

Communication can either be

Verbal communication: through spoken words 7-11%

Sharing information through the written or spoken word.

Health personal use verbal communication extensively, they converse with clients, write care plans, document information and assessments, charts and give oral or written change –of-shift reports.

People reveal their education, intellectual skills, interests and ethnic, regional or national backgrounds through verbal communication

Within verbal communication there are many features to think about but in particular we should consider the way we open communication to get the first impression of a person

Four types of verbal communication are: –

Intrapersonal Communication

Interpersonal Communication

Small group Communication

Social Communication

The opportunity for immediate feedback to make sure the message was understood

The opportunity to utilize nonverbal cues (tone, body language, inflection

Oral communication allows for immediate feedback such as the opportunity to ask questions when the meaning is not entirely clear.

The sender is able to check and see whether if the instruction is clear or has created confusion.

Spoken instructions are flexible and easily adaptable to many diverse situations

Poor presentation of the message or the instruction can result in misunderstanding and wrong responses.

Spoken communication is influenced by both verbal and non-verbal communication such as tone or body language which may skew the meaning of your message in the mind of the receiver

Non-verbal communication (89-93%)

Is communication between people through non-verbal or visual cues. This includes gestures, facial expressions, body movement, timing, touch, and anything else that communicates without speaking.

Is sharing information without using words or language

It is also called body language.

Gestures (smiling, leaning forward, nodding)

The way we stand

The way we sit

Facial expressions

Silence

Eye contact

Refers to the use of gestures, facial expressions, tone of voice, eye contact, body language and posture to share information with others.

Non verbal communication can truly speak louder than words

People often say one thing but seem to feel a different way

Crying while saying, ‘I am fine’

Saying that you are listening when you are not making eye contact with the speaker and are looking all around the room while the speaker is talking

Saying that you are not bored or tired when you are yawning

It can communicate with someone who is hard of hearing or deaf.

It can communicate at place where you are supposed to maintain silence.

It can communicate something which you don’t want others to hear or listen to.

It can communicate if you are far away from a person. The person can see but not hear you.

Non-verbal communication makes conversation short and brief.

It can save on time and use it as a tool to communicate with people who don’t understand your language.

It cannot have long conversation.

Cannot discuss the particulars of your message

Difficult to understand and requires a lot of repetitions.

Cannot be used as a public tool for communication.

Less influential and cannot be used everywhere.

Not everybody prefers to communicate through non-verbal communication.

Cannot create an impression upon people/listeners

Non verbal communication

Oral

Spoken language

Laughing, crying, coughing etc

Non oral

Written language/

Sign language

Gestures, body language etc

Communication modes include the use of graphic signs or artificial speech.

Communication generally draws on multiple modes, such as vocalization, speech, gesture and symbols, and is referred to as multimodal.

There are three modes of communication

Interpersonal communication

Interpretive Communication

Presentational Communication

Communication process refers to a series of actions or steps taken in order to successfully communicate.

Communication is a two-way process involving both a sender and a receiver.

A SENDER creates a MESSAGE for the RECEIVER

The SENDER uses a CHANNEL to relay the MESSAGE

The RECEIVER and the SENDER use FEEDBACK to ask for more information, get answers and find out whether the message is understood

The five are as follows

Sender

Message

Medium

Receiver

Feedback

Elements of communication process

A sender initiates the communication by transforming information into a message.

The creator of the message or message processor

The initiator of communication

Evaluator of the communication

Cont…

The Message

The message is information created and initiated by the sender in the process of communication.

Anything that can be communicated

Contains contents to be communicated

Channel is the vehicle that carries the message from the sender to the receiver

In order to convey the message the sender uses some kind of a channel or medium.

Common channels of communication include speaking, writing, body language, sign language, telephone and the media such as television, newspapers and radios.

Other channels of communication include pictures, symbols, diagrams, drumming, dancing, visual images and hand signals.

Cont…

The Receiver/Decoder

The receiver is the person receiving the message and translating it into meaning.

The receiver is any individual to whom the message has been transmitted

Receiving end from the sender

Decoder of the information (perceives and interprets the message)

Feedback is an essential part of communication; the receiver has to respond to show that he or she understood the message or not. The sender had to find out whether he or she has been understood by the receiver. Feedback can be verbal or non-verbal response.

The receiver and the sender use feedback to ask for more information get answers and find out whether the message is understood.

Is the receiver’s response to the sender’s message

Cont…

Message

RECEIVER

Feedback

Channel

Communication Flow or Process

Speaking

Writing

Body language

Sign language

Telephone

Media (television, newspapers and radios)

Be positive

Be timely

Be specific

Don’t be judgmental

Should be two way conversation

Follow-up

Rapport is

Building a comfortable connection so that people can share information

Creating a relationship based on trust and respect

Created through both verbal and non-verbal actions

Establishing rapport is the first phase of effective communication, which includes

Greeting

Welcoming

Offering a seat

Showing that you care and have time for the patient

How to build rapport

Shake hands

Introduce yourself

Use same language as patient

Show patience

Do not interrupt

Make eye contact

Do not attend to other patients while busy with another

Say ‘yes’, ‘um-hum’ or use a non-verbal gesture so they know you are interested

Use simple and well understood language and avoiding the use of medical terminology and jargon. The counsellor should try to speak at the same level of language as their patient.

Information is not shared or understood

The patient may ask fewer questions

Problem may be difficult to understand

Situation may be uncomfortable

Lack of adherence to medical appointments and/treatment

Messy desk, with other patients’ information all over the table

Interruptions and distractions

The door is open and there are people nearby who can hear their interaction, so there is no privacy to ensure confidentiality

Not looking directly at someone when he/she is talking. Looking out the window

Looking at the clock or watch

Starting to speak to someone else

Taking a call on a mobile phone while in conversation with a patient/colleague

Shuffling papers

The sender has the primary responsibility for starting an effective communication flow

Talking too much, not giving patient time to express him or herself

Being critical and judgmental

Laughing at or humiliating the patient

Showing signs of being upset

Not listening or accepting feedback

Using an inappropriate channel

Not listening, not paying attention

Lack of knowledge on the subject of discussion

Using difficult or different language

Contradictory verbal information with non-verbal gestures

Using the inappropriate channel

Not listening, not paying attention

Interrupting before sender completes the message

Not sending feedback

Advice-giving and moralising

Arguing

Preaching

Storytelling

Showing discomfort, embarrassment if patient is upset

Not respecting patient’s beliefs or way of life

Not creating trust or rapport

Using the appropriate channel

Creating good rapport

Being attentive both verbally and non-verbally

Using a common language

Avoiding medical terminology and jargon

Being self-aware

Using feedback from each other

Asking questions for clarification in order to understand feedback

Effective communication is when there is shared meaning and understanding between sender and receiver, using the correct channel.

Effective communication can be either verbal or non-verbal.

Effective communication can be blocked by barriers from the sender and/or the receiver.

Effective communication enhances the working relationship between the patient and the health care worker.

It is essential to providing effective counselling and support.

What is communication?

What are the 2 types of communication?

What are some effective communication skills?

Name some common barriers to effective communication and how to overcome them.