PART I

INTERPERSONAL
COMMUNICATION

Interpersonal Communication
Act of transmitting information,
thought, opinions, or feelings,
through speech, signs, or actions,
from a source to a receiver.

Communication is used to:

Advocate (persuade a client of

the benefits of the behavior).

Educate (provide specific TB

information).

Counsel (assist client in making

an informed decision).

Counseling
Confidential dialogue between a
medical provider and a client that
helps a client to define his/her
feelings, cope with stress, and to
make informed decisions regarding
treatment.

Characteristics of Effective
Counseling:
Client-centered
(two experts in the room)
Interactive
Private and confidential
Individualized
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Tools for Effective Counseling:

1. Communication skills
2. Technical information
3. Understanding the
stages of the counseling
process
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Objectives of TB counseling:
1. Prevention of TB transmission.
2. Provision of emotional support to TB clients.
3. Motivation of TB clients
to complete treatment.
4. Helping clients make
their own informed decisions about their
behavior and supporting them in carrying
out their decisions.
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Types of Communication:

Advocacy:

Persuade a client of the

benefits of the behavior

Education:

Provide specific TB
information

Counseling:

Assist client in making an

informed decision
regarding TB

Key Elements of
Communication Process:
Message
Source
Channel
Receiver
Effect
Feedback
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Communication Process

Message

Sender

Filter
(Interpretation)

Feedback

Receiver

Effective communication requires:

The message to be:
Clear and concise
Accurate
Relevant to the needs of the receiver
Timely
Meaningful
Applicable to the situation
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Effective communication requires:

The sender to:
Know the subject well.
Be interested in the subject.
Know the audience members and
establish a rapport with them.
Speak at the level of the receiver.
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Effective communication requires:

The channel to be:
Appropriate
Accessible
Affordable
Appealing

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Effective communication requires:

The receiver to:
Be aware, interested, and willing to
accept the message.
Listen attentively.
Understand the value of the
message.
Provide feedback.
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Effective communication:
Begins with a recognition that not
everyone experiences the world in the
same way and that others views may be
as correct perhaps even more
correct than our own.
Is learned.

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Effective Communication Skills:

An understanding of one's own values and
willingness to withhold judgment about the
other peoples values.
Skills in verbal and nonverbal
communication.
Ability to show empathy and encourage
others.
Skills in asking questions and listening.
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Effective communication skills:

(continued)

Ability to paraphrase and summarize the

concerns of individuals and the
community.
Ability to observe and interpret behavior
of other people.
Ability to use language that other people
understand.
Skills to effectively use support materials.
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An effective verbal communicator:

Clarifies
Listens
Encourages empathically
Acknowledges
Restates/repeats
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Nonverbal Signals:
Express attitude.
Are difficult to control.
Are interpreted subconsciously and
establish emotional background for
communication.

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Personal Values and Attitudes:

Our perceptions, beliefs, and values
shape our attitudes.
Perceptions cannot be correct or
incorrect. They are unique for each
individual.

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Personal Values and Attitudes:

(continued)

Being aware of your personal beliefs and

how they affect others will help you to
treat others in a respectful and
nonjudgmental manner.
How we communicate our beliefs and
attitudes (both verbally and nonverbally) is
an important aspect of our interactions
with people.
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Perceptions Are Motivated by:

Past experiences
Emotional condition
Personal imagination
Culture
Age and gender
Education
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Reasons for Rumors and

Misinformation
Result from transmission of
incomplete facts or
exchange of information.
People hear selectively,
based on their values,
interests, etc.

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Counteraction of
Rumors and Misinformation
As many people as possible
should hear the correct
message directly from the expert.
To counteract rumors effectively, medical
providers need to understand the cause
of the rumor.
Printed materials are important.
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Types of Communication:

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Verbal

Nonverbal
gestures, body
posture, tone and
timbre of voice, eye
contact, etc.

10% of information

90% of information

Good Body Language:

Making eye contact
Leaning towards
Smiling
Nodding

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Bad Body Language:

No eye contact
Poor posture, leaning away
Angry or bored expression
Shuffling papers
Looking at watch

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Nonverbal Clues to a Clients

Feelings:
Gestures of Impatience:
Drumming ones fingers on the table or
tapping with something.
Fidgeting in the seat, swinging ones
leg.
Examining ones watch.
Looking past" you.
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Nonverbal Clues to a Clients

Feelings:
Gestures of Emotional Discomfort:

Collecting nonexistent fibers.

Shaking off ones clothing.
Scratching ones neck.
Taking off and putting on
a ring.
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Nonverbal Clues to a Clients

Feelings:
Gestures of Authority :
Forefinger directed at you.
Highly cocked chin.
Posture hands on hips."

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Nonverbal Clues to a Clients

Feelings:
Gestures of Lie:
Touching his face with his hand as if he is
covering up" his mouth with his palm or
rubbing his nose.
Avoiding eye contact.

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