CommunicationSkills
LearningObjective:
1. Discuss the concept and levelsof communication.
2. Describe the communication model and its importance.
3. Discuss the channels of managerial communication.
4. List the nurse characteristics that promote communication.
Definition
The process in which amessage containing information,ideas, factsis transferred from
a person (sender)to another person (receiver) via anumber of media with the objectivet that the message is received and understood as intended.
Effective communication is important at all times because breakdowns may cause ill
feelings and may result in other negative consequences.
To improve communication skills,nurses must beaware of the messages they aresending
at all times.
Elements of Communication-
The six elements are generally accepted as the basis for communication.
• Message—the content (idea,opinion,or fact) oneperson wishes another person to
receive.
• Encoder (sender)—theperson who initiates communication by placinga message
in aform that is underst and able to the receiver.
• Sensory channel—the means by which amessage is sent.There are 3 primary
(visual,auditory and touch) routes or channels. Sometimes all 3 channels are usedt ogether.
• Decoder (receiver)—the intended receiver of the original message.
• Feedback—the process where by the overall communication is evaluated for
effectiveness.
• Context—the conditions under which communication occurs.
Levels of Communication
Communication occursat various levels-
1. Intrapersonal communication:
Occurs when a person communicates with himself.
E.g.When the individual looksoutside and seesthat it is raining and thinks to
wear arain coat.
2. Interpersonal communication:
Occurs between two people.E.g.facetoface,telephone etc..
3. Small group communication:
Occurs between three or more people interacting with one another.
4. Organizational communication:
Refers to communication between membersof organization,hospital, nursing
unit etc..
5. Public communication:
It involves interaction with largegroupsof people.E.g.when aspeaker
addresses an audience.
6. Mass communication:
Occurswhen a small number of people send messages toalarge number of
audience through the use of some specialized media.E.g.films,television, radio,
newspapers andbooks.
Typesof Communication
1- Verbal-using Verbal-using spoken language
2-Non Verbal-Gesture,posture,Facial expressions, body movement,clothing,
groomingetc..
Communication and the therapeutic relationship-
Nurses are expected touse communications with clients in a manner designed to
promote health.
The interaction with clients should be therapeutic relationships.It require sthe use
of verbal and nonverbal techniques that are focused on client needs.
Nonverbal barriers of Client or Nurse
Physical — Hearing, vision,and cognitive impairment.
Environmental disruptions.
Psychological — Personal perceptions
Personal prejudices
Fear of person, subject,
Lack of interest.
Verbal barriers—
Giving orders
Threatening client
Criticizing, blaming, shaming
Overly praising
Toomuch or too little information
Nurse characteristics that promote communication
1- Showing unconditional positive regard for your client -means accepting
and respecting the client as afellow human being,without imposingany
conditions for that acceptance.
2- Empathy—identifyingclosely with a client because anurse can imagine
herself in the client'ssituation.
3- Authenticity and Genuineness—beingreal or genuine,it requires openness
and sharing of true feelings.
4- Caring—means paying attention for aclient.
5- Active listening—is the act of perceiving what is communicated verbally as
well as nonverbally.
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