ART OF COMMUNICATION

MERLIN MANJU
CHRISTINA G
INTRODUCTION

 Communication- derived from Latin word

“communis” meaning common.

 Dictionary meaning- exchange of thoughts,

messages or information as by speech, signals,
writing or behaviour.
DEFINITION
 Communication is an exchange of facts, ideas,
opinions or emotions by two or more persons
(Newman, Summer and Warren)

 Communication is a means of persuasion to

influence the others so that the desired effect is
achieved.
(Aristotle)
DEFINITION CONTD.....

 Therapeutic communication is a process that

helps patients overcome temporary stress, get
along with others, adjust to the unalterable or
overcome psychological problems. Nurses can
use this to support anxious pre-operative patients
or to help a patient accept a terminal illness.
LEVELS OF COMMUNICATION

INTRAPERSONAL

LEVELS

INTERPERSONAL

PUBLIC

TRANSPERSONAL
ELEMENTS OF COMMUNICATION PROCESS

SOURCE
FEEDBACK MESSAGE

RECEIVER ELEMENTS
ENCODING

DECODING CHANNEL
FORMS OF COMMUNICATION
CLARITY
&
BREVITY

HUMOR VOCABULARY

Verbal

TIMING & DENOTATIVE

RELEVANCE &
CONNOTATIVE
MEANING

PACING
 NON-VERBAL

PERSONAL
METACOMMUNICATION APPEARANCE INTONATION

POSTURE & GAIT GESTURES

FACIAL EXPRESSION

TOUCH
ZONE OF PERSONAL SPACE
• Intimate Zone: 0-18 inches(Bathing, dressing,feeding,
assessment, toileting)

• Personal Zone: 18inches-4feet (Sitting, teaching, shift

report, taking history)

•Social Zone: 4-12 feet (Making rounds with physician,

conducting family support group, etc)

•Public Zone: 12 feet or greater (Speaking at forum,

testifying at legislative hearing, lecturing)
ZONE OF TOUCH
Permission not needed. Hands, Arms,
Shoulder, Back

Permission needed. Mouth, Wrist &

Feet

Special Care Needed. Face, Neck,

Front of the body

Great sensitivity needed. Genitalia,

Rectum
CONTD....

PREINTERACTION ORIENTATION TERMINATION

WORKING PHASE
PHASE PHASE PHASE
PREINTERACTION PHASE

 Before meeting the patient

 Review available data

 Talk to other team members

 Anticipate health concerns

 Identify the location and setting

 Plan enough time

ORIENTATION PHASE
 Set the tone for relationship
 Recognize that the initial relationship is often superficial
 Expect the client to test the nurse’s competence and
commitment
 Closely observe the client
 Assess the health status
 Begin to make inference and judgments
 Prioritize client’s problems and identify goals
 Clarify roles
 Form contracts
WORKING PHASE

 Encourage and help the client to express feelings

 Self exploration

 Provide needed information to change behavior

 Helps to set goals

 Take action to meet the goals set

 Use therapeutic communication skills

 Self disclosure and confrontation

TERMINATION PHASE

 Remind that the termination is near

 Evaluate the achievement

 Reminisce about the relationship

 Separate from the client by relinquishing

responsibility for his/her care
 Achieve a smooth transition for the client to other
caregivers
B) NURSE- FAMILY RELATIONSHIP

 Especially in community and home care setting

 Requires nurse to form helping relationship with
entire family
 One-to-one helping relationship
C) NURSE- HEALTH CARE TEAM RELATIONSHIP

 Collegial relationships
 Focus on healthy work environments

 Accomplishing works and goals of clinical setting

D) NURSE-COMMUNITY RELATIONSHIP
 Establish relationships- to be effective change agents
 Occurs through newspaper, radio, television, bulletin
boards
ELEMENTS OF PROFESSIONAL
COMMUNICATION
 Courtesy- hello, goodbye, knocking the door,
please, thanks
 Use of names- avoid referring as diagnosis,
room no.
 Trustworthiness- helping without hesitation
 Autonomy & Responsibility
 Assertiveness
ORGANIZATIONAL COMMUNICATION
CONTD.....

An aggregate of persons, arranged in

predetermined patterns of relationships, in order
to accomplish stated objectives.
- Redding, W.C (1964)
PRINCIPLES OF EFFECTIVE COMMUNICATION

1. Principle of Completeness
2. Principle of Conciseness
3. Principle of Consideration
4. Principle of Clarity
5. Principle of Correctness
6. Principle of Courtesy
7. Principle of Concreteness
8. Principle of Time
1. Ensures smooth function
2. Basis of managerial functions
3. Maximum production and
minimum cost
4. Decision making &
implementation
5. Development of human
relations
6. Develops good morale &
motivation
7. Time & effort effective
8. Facilitates public relations
9. Foundation of planning
10.Modification of behavior
11.Effective control
TYPES OF COMMUNICATION

1) According to basis of channel or relationship.

CONTD.....

2) According to basis of direction of flow.

DOWNWARD UPWARD

LATERAL/HORIZONTAL DIAGONAL
CONTD....

3) According to basis of method of expression.

a) verbal communication
b) non-verbal communication
BARRIERS & PROBLEMS IN COMMUNICATION

1) Physiological barriers
 Poor retention due to memory problems
 Lack of attention
 Discomfort due to illness
 Poor sensory perception
 Hearing problems
 Information overload
 Gender physiological differences.
CONTD....

2) ENVIRONMENTAL BARRIERS
 Loud background noise
 Poor lighting
 Uncomfortable setting
 Unhygienic surroundings and bad odour
 Very hot or cold room
 distance
CONTD.....

3) PSYCHOLOGICAL BARRIERS
 Misperception and misunderstanding
 Distrust and unhappy emotions
 Emotional disturbances such as anger, jealousy and
suspicion.
 Psychotic or neurotic illness
 Worry and emotional disturbance
 Fear, anxiety and confused thinking.
CONTD......
4) SOCIAL BARRIERS
 Difference in social norms, values and behaviours

 Social taboos

 Different social strata.

5) CULTURAL BARRIERS
 Ethnic, religious and cultural differences

 Cultural traditions, values and behaviour.

CONTD.....
6) SEMANTIC BARRIERS
 Language barriers

 Language jargons

 Faulty language translations

 Individual differences in expression and perception

 Past experiences of an individual

 Failure to listen
CONTD.....
7) ORGANIZATIONAL BARRIERS
 Organizational policy, rules and regulations

 Technical failure

 Time pressure

 Complexity of organizational structure due to hierarchy

 Size of the organization

CONTD....
8) COMMUNICATION PROCESS RELATED BARRIERS
 Unclear and conflicting messages

 Stereotypical approach

 Inappropriate channels

 Lack of or poor feedback

OVERCOMING BARRIERS TO COMMUNICATION

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CONCLUSION

“...............effective communication requires more

than exchange of information. When done right,
communication fosters understanding,
strengthen relationships, improves teamwork
and builds trust...........”