Imperial Valley College

Division of Nursing Education and Health Technologies

VN 110

Module J: The Communication Process

1. Statement of Purpose

One of man's greatest needs is the ability to express himself and, in turn, listen to
the expression of others. Successful nurse-patient relationship is based on good
communication. Communication is the means by which a person conveys or shares
feelings, acts or thoughts with another person. It is an exchange of ideas brought
about by verbal or non-verbal behavior. It is the purpose of this module to assist the
student to become aware of the communication process and to help the student
begin to develop skill in interpersonal relationships with patients.

2. Terminology

Communication Message
Non Verbal Communication Receiver
Verbal Communication Listening
Feedback Writing
Gestures Response
Sender Therapeutic Communication
Therapeutic Use of Self

3. Classroom Content

3.1 Classroom Objectives

a. Define the basic components of communication.
b. Differentiate verbal and non-verbal communication.
c. Identify techniques to effective communication.
d. Identify barriers to effective communication.
e. Discuss the concept of therapeutic use of self.
f. Initiate history taking & interviewing techniques.
g. Discuss interviewing skills for clients of all ages.
h. Discuss a sample care plan for a client with communication problems.

3.2 Learning Activities

a. Know terminology.
b. Read assigned chapters in Kozier, Fundamentals of Nursing
c. Read assigned chapters in Lynn, Taylors Clinical Nursing Skills
d. Review A-V list for additional readings as assigned.
e. Discuss, in class, Communication Handouts #1 and #2.
f. View videotapes in assigned.

3.3 References
 a. Kozier, Fundamentals of Nursing
b. Lynn, Taylors Clinical Nursing Skills
c. Handouts #1, #2.
d. Videotapes and additional readings as assigned.

4. Clinical Objectives

none

5. Skills Laboratory Requirements

Continue with previous skills

 Imperial Valley College
Division of Nursing Education and Health Technologies
VN 110

Module J, Handout #1

TEN PRINCIPLES FOR GOOD LISTENING

1. Stop talking. You can't listen if you are talking.

2. Put the talker at ease.

3. Show him that you want to listen. Look and act interested.

4. Remove distractions. Don't doodle, tap, or shuffle papers.

5. Empathize with him. Try to put yourself in his place.

6. Be patient. Give him plenty of time. Do not interrupt him.

7. Hold your temper. An angry person gets the wrong meaning from words.

8. Go easy on criticism. DO NOT ARGUE! This puts the person on the defensive.

9. Ask questions. This shows your interest and helps to develop points further.

10. Stop talking. This is first and last because all other principles depend on it.

Nature gave man two ears but only one tongue, which is a gentle hint that he should listen
more that he talks!

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SOMETIMES WHAT WE SAY IS LESS IMPORTANT THAN HOW WE SAY IT!

Nonverbal communication is communicating through facial expressions, posture, gestures

and touch. The utilization of the five senses aids in the communication process.

*********
"YOUR ACTIONS SPEAK SO LOUDLY I CAN'T HEAR WHAT YOU SAY"
 Imperial Valley College
Division of Nursing Education and Health Technologies
VN 110

Module J, Handout #2

TEN COMMANDMENTS OF EFFECTIVE COMMUNICATION

1. THINK WITH YOUR BRAIN BEFORE SPEAKING WITH YOUR MOUTH.

2. KNOW WHAT YOU WANT TO SAY AND WHY YOU WANT TO SAY IT.

3. ADAPT WHAT YOU WANT TO SAY TO YOUR PRESENT AUDIENCE.

4. REMEMBER THAT THE WAY YOU SAY SOMETHING IS SIGNIFICANT.

5. REALIZE THAT THERE IS MORE COMMUNICATION THAN MEETS THE EAR--

YOUR BODY ALSO SPEAKS.

6. SAY IT WITH YOUR LISTENER IN MIND.

7. GET SOME FEEDBACK FROM YOUR LISTENER TO ENSURE THE MESSAGE IS

UNDERSTOOD AND ACCEPTED.

8. THINK IN TERMS OF THE LONG-RUN EFFECT OF THE MESSAGE ON YOUR

AUDIENCE AND ORGANIZATION.

9. DO NOT SAY IT IF YOU DO NOT MEAN IT; BACK UP YOUR WORDS WITH
ACTION.

10. LEARN TO BE A GOOD LISTENER.