View
54
Download
0
Category
Preview:
DESCRIPTION
The prime responsibility of nurse managers is to communicate effectively and achieve the goal of quality care .
Citation preview
1
By: Ms. Shanta Peter
CommunicationCommunication
Giving, receiving and interpreting
of information
through any of the
five senses
by two or more interacting people
2
ELEMENTSELEMENTS• There are seven elements of
• communication:
• Source / Idea
• Message
• Encoding
• Channel
• Receiver
• Decoding &
• Feedback3
Process of CommunicationProcess of Communication
SourceSource
EncodingEncoding ChannelChannel DecodingDecoding
ReceiverReceiver
Feedback
Msg Msg Msg Msg
4
Most Common Ways to Most Common Ways to CommunicateCommunicate
Speaking
Writing
Visual Image
Body Language
5
CHANNELS OF CHANNELS OF MANAGERIAL MANAGERIAL
COMMUNICATIONCOMMUNICATION
There are four levels of managerial
communication
• Downward communication.
• Upward communication.
• Lateral communication.
• Diagonal communication.
6
Nonverbal MessagesNonverbal Messages
Nonverbal messages are the primary way that we communicate emotions
Facial Expression
Postures and Gestures 7
FACIAL EXPRESSIONS
8
GESTURES
•Right postures to adopt at the Work Place • avoid postures of non-verbal signals from others -- body language•Facial expressions can enhance or detract verbal communication•Setting standards of Body Language
9
MECHANICALMECHANICAL COMMUNICATIONCOMMUNICATION
• Using mechanical devices to have communication E.g. internet, radio, T.V. etc.
10
Received messages areReceived messages areinfluenced by: influenced by:
• Knowledge
• Past Experience
• Feelings
• Position within the socio Cultural system
11
COMMUNICATIONCOMMUNICATION SKILLS SKILLS
Nursing care revolves around communication
giving receiving- interpreting information
Health care &Nursing organization
Communication is verbal & nonverbal
12
Skills ---- communicationSkills ---- communication
• Be at ease and develop rapport• Provide privacy• Respect his rights• Do not invade his personal
space• Keep information confidential
as appropriate
13
Tips to good Tips to good communication skillscommunication skills
Maintain eye contact with the audience Body awareness Gestures and expressions Convey one's thoughts Practice effective communication skills
14
Principles Principles • Begin with general interview- difficult
questions last• Adjust your language level that of the
recipient• Do not use medical terms or "talk down " • Be attentive and concentrate what he says• Make appropriate eye contact• Try not to write during interview. pay close
attention and clarify doubts
15
Principles…..
•Show sincere interest with his responses
•Pay attention to his words, repetition, variation in tone , voice, silence, body language, behavior etc
•Use only socially accepted touching and body language
•Consider his cultural background
16
Modes of Communication Modes of Communication
• Written
• Face to face
• Nonverbal
• Telephone
• Electronic
17
Barriers Barriers
• Spatial distance
• Different sub groups or sub cultures in the system
• Noise
• Language
• Intelligence of group
• Prejudice
18
Barriers that Affect Barriers that Affect Co-Worker CommunicationCo-Worker Communication
Sender
Receiver
Message
19
Effective Communication H/N Role Effective Communication H/N Role
• Professional quality
• Mind the tone-(accusatory/demanding/------defensive reaction)
• Recording / reporting – be sincere and accurate
• Language – simple and understanding
• Do not underestimate or exaggerate
• Respect others – and be polite
• Don’t be in hurry –
• Create a communication culture20
7 Cs of giving good 7 Cs of giving good informationinformation
Effective Effective communication for H. Nurses communication for H. Nurses Give Good InformationGive Good Information
ClearClear ConciseConcise
CourteousCourteousCompleteComplete
CorrectCorrect
ConcreteConcrete
Considerations Considerations
21
Therapeutic Therapeutic communicationcommunication
• Is helpful and healing for one or more of the participants
The art of Therapeutic Communication is not come naturally ----
you must learn it !
22
• You must have interpersonal skills and self awareness for therapeutic communication
23
In -- COMMUNICATIONIn -- COMMUNICATION
Remember to ---------- 4 rights • Choose the right word• Use it in the right way• To the right person• In the right manner
Remember the 3 Rs• Respect for self
• Respect for others• Responsibility for all your actions 24
Problems in CommunicationProblems in Communication( Young J W : Problems in communication- Pge -3 ( Young J W : Problems in communication- Pge -3
(1971(1971))• What I said• What I didn’t say• What I should have said• What I shouldn’t have said• What you thought I said• What you thought I should have said• What you thought I should not have said• What I wish I had said to make you think I
said the right thing
Contd… 25
…….•What I heard•What I did not hear•What I should have heard•What I should not have heard•What you heard•What you thought you heard•What you thought you should have heardWhat I wished you heard to make you think you heard the right thing
26
27
Recommended