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Word communication is derived from Latin word “ communis”
meaning COMMON
It is commonly defined as “ the exchange of thoughts, ideas, feelings,
information, opinions, & knowledge between two or more
people”.
ACCORDING TO WEBSTER :
“Communication is a process by which information is exchanged
between individuals through a common system of symbols & signs
of behavior.”
• The act by one or more individuals of transferring or
receiving messages, information, opinions or thoughts
by several methods.
• Requires a sender, a message, means of transferring
the message and an intended recipient.
• Message needs to provide some opportunity for
feedback or response.
COMMUNICATING
Communication can occur in
many ways
Characteristics
 It is a two way process.
 Communication process happens between or among two
or more parties.
 It involves exchange of ideas, feelings, information,
thoughts, & knowledge.
 It involves mutuality of understanding between sender &
receiver.
 It is a continuous process.
Communication is a series of
experience of
Hearing
Smell
Seeing
Touch
Taste
Deepti Singh
Purpose in nursing
To collect assessment data.
To initiate interventions.
To evaluate outcome of intervention.
To initiate change which helps in promoting health.
To take measures for preventing legal problems
associated with nursing practice.
To analyze factors affecting the health team
Four Functions of Communication
Control
Motivation
Functions of
Communication
Information
Emotional
Expression
Functions of Communication
• Control
– Formal and informal communications act to control
individuals’ behaviors in organizations.
• Motivation
– Communications clarify for employees what is to done, how
well they have done it, and what can be done to improve
performance.
• Emotional Expression
– Social interaction in the form of work group communications
provides a way for employees to express themselves.
• Information
– Individuals and work groups need information to make
decisions or to do their work.
ELEMENTS
• S - Sender
• M -Message
• C - Channel
• R - Receiver
• Something or someone
that has some information
they want someone else to
know.
• The process by which the
sender selects to send his or
her message.
• A communication passed by
the sender containing some
Information.
7’c of effective message
Completeness
Conciseness
Clarity
Correctness
Consideration
Courtesy
Concreteness
• How the message will
be passed.
CHANNEL
The channel is the way the message is send, the way you want
to message to be translated to.
• Anything that interferes with
a message being transmitted
from a sender to the receiver.
• A person or a thing that
collects or gains information
from the sender.
• They have the responsibility to
provide feedback.
•The process in which the
receiver translates the message
into codewords he or she will
understand.
•The response by the receiver
that determines the effectiveness
of the message.
•Lets the sender now how well the
message was decoded.
Transmission Model of
Communication
Sender
Encodes
Message
Noise
Channel
Feedback
Receiver
Decodes
Message
TYPES
OF
COMMUNICATION
Based on medium used
• verbal communication
• nonverbal communication
Contd….
Oral communication
• Interaction through spoken words convey message to
audience immediately Communicator gets instant feedback.
• An effective communication should have positive &
unbiased attitude.
• It can be influenced by voice modulation, pitch, volume &
even speed & clarity of speaking
Written communication
It can be either via mail or email, newspaper &
magazines Effectiveness depends on style of writing,
vocabulary used, grammar, clarity & precision of language.
NON VERBAL COMMUNICATION
Includes overall body language of person who is
speaking Includes body posture, hand gestures, body
movements Facial expression also play a major role It can
also be in the form of pictorial representations, signboards,
photographs & paintings.
Non verbal communication
techniques
Gesture
 Facial expressions
 Smile
 Eye contact
Touch
Posture & gait
 Silence
Gesture
Gestures are the body movements made by hands,
arms, shoulders & legs. These are physical symbols & convey
feelings of communicator. E.g. noding head gently, leaning little
towards speaker indicate person’s interest. Blank face shows
poor understanding. Thump up means victory
Facial expressions
Face is the index of mind E.g. smiling & blushing face
reveals feeling of happiness. Frowning face – hatred &
disinterest. Pale face – sign of fear Some people are enough
expert to project their false facial images that their true self is
not known.
Smile
It is a positive symbol of communication. It creates
favorable environment for face to face interaction. It depicts
positive attitude, politeness & acceptance of others.
Touch
It is a tactile sensation. It shows intimacy & closeness. Shows
a positive & negative feelings of love, affection & anger.
Eye contact
Eye as a means of non verbal adds meaning to message
through different eye movements. E.g. maintaining eye contact
during face to face conversation is a sign of attentiveness.
Avoiding eye contact – nervousness or disinterest. Open eyes –
wonders, excitement Rolling eyes – restlessness, boredom
based on style & purpose
Formal communication :
It includes all instances where communication has to
occur in a set formal format e.g. business or corporate
communication. Official conferences, meetings & written
memos & corporate letters are used for communication. Formal
communication is straightforward, official & always precise &
has a stringent & rigid tone to it.
Informal
It includes instances of free unrestrained
communication between people who share a casual rapport with
each other. It occurs between friends & family. It does not have
any rigid rules & guidelines. It need not necessarily have
boundaries of time, place or even subjects.
Merits & demerits of informal
Merits
To convince people to take desired action. It is employees
oriented & employees discussed problems & give opinions
freely.
Demerits
Informal news based on rumors sometimes give
feeling of insecurity, fear. Sender is not sure if message has
been received as intended by him.
based on feedback
1.
Two way communication :
It is a way to ensure that both the receiver & sender of
message share information with same understanding.
Misunderstandings & conflicts present in the mind of receiver
in perceiving received message, are cleared through feedback
given to sender.
One way communication
Information is passed on from source of information to
receiver through medium of verbal, non verbal, or any other
form It takes place in following conditions. To disseminate
official information, accounts, policies, rules etc Public
speeches/ lectures to a group.
Drawbacks: sharing of meaning of message is not achieved
Impact of message on receiver is unknown
CHANNELS
•
•
•
•
1) Intrapersonal communication channels.
2) Interpersonal communication channels.
3) Group communication channels.
4) Mass communication channels.
Intrapersonal communication
In this the person talks to one’s own self It involves
thinking, imagining & solving problems. It takes place in the
mind of a person Introspection, meditation are other forms
through which person talks to self & to almighty. It helps to form
positive attitude & understand one’s self
Interpersonal communication
It states interaction between 2 or more people. Most
significant is face to face. It is more effective It involves
exchange of words, display of gestures
Group communication
It can be large or small group communication depending
on the objective of communication.
Large group: a group of 200 workers may be collected to deliver a
message related to prevention of TB. In this workers listen the
speech in a stipulated time but no feedback is given.
Small group: like staff meetings, health talks.
Mass communication
It works when a message has to travel from its source
to large no. of people over distance.
Mediums may be:
Print media: newspaper, magazines
Electronic: radio, TV, video, Email
It plays a major role in changing attitudes & beliefs of
people
What are Barriers?
Barriers create impediments in the
progress of the interaction.
1. PHYSICAL BARRIERS .
2. EMOTIONAL / PYCHOLOGICAL BARRIERS.
3. PERCEPTUAL / INTELLECTUAL BARRIERS .
4. SOCIO- CULTURAL BARRIERS .
5. BACKGROUND / ENVIRONMENTAL BARRIERS.
6.
LANGUAGE BARRIERS.
7. INTERPERSONAL BARRIERS .
PHYSICAL BARRIERS
Noise:
performs an external disturbance in physical environment
surrounding the act of communication.
Space:
closed office doors, separate offices & barrier screens in a
working environment prevent free interaction between persons.
LANGUAGE BARRIERS
Common language used by two interacting
persons or groups of people facilitate easy exchange &
understanding other views. Speaking unfamiliar language & use
of different expression cause hindrance.
To avoid this:
 Correct selection of words message should be constructed in
simple, clear, concise & correct language.
 Appropriate use of grammar, punctuation & construction of
sentences convey proper sense of message.
CULTURAL BARRIERS
As a member of cross- culture
group, or as nurse, caring clients belonging to different cultures,
learning & appreciating intercultural behavior create a feeling of
belongingness, acceptance among members. Persons of
different cultures should learn behavior patterns of each other
to establish understanding & successful interaction.
PERCEPTUAL BARRIERS
It appears when sender & receiver
interpret the message differently according to their own
perceived ideas & cause communication gap in message sent &
message received.
Perceptions are the compelling force to give
meaning to whatever our brain receives in message.
Each individual gives meaning to signs
based on its perceptions. Feedback can help the sender to
achieve successful communication.
INTERPERSONAL BARRIERS
Interpersonal communication takes place
between two or more persons. Withdrawal, negative attitude,
lack of common experiences, lack of confidence, inferiority
complex & fear factor prevent a person to take part in
interaction.
EMOTIONAL BARRIER
Emotions like fear, worry, anxiety, anger,
excitement etc prevent the communicator to freely exchange the
views & a barrier to communication. The emotions affect all
basic elements of communication.
METHODS TO OVER COME
BARRIERS
PHYSICAL BARRIERS
• Proper seating arrangement.
• Ensuring adequate audibility and visibility.
• Reduction of visual and aural distraction.
• Provision of conducive environment will help to overcome
physical barriers.
LANGUAGE BARRIERS
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•
•
•
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Use simple language .
Proper explanation with adequate examples.
Appropriate use of audiovisual aids.
Adopting different methods of communication .
Obtaining frequent feedback.
PSYCHOLOGICAL BARRIERS
•
•
•
•
•
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Initiate healthy relationship with the receiver.
Creation of non threatening environment.
Encouraging feedback.
Calling by name and motivating the person .
Showing empathy.
Appropriate use of touch.
BACKGROUND BARRIERS
• Clear understanding of receiver ’s background.
• Explaining the receiver about significance of message.
• Explanation of merits of proper comprehension of the message .
Common Barriers
1.
2.
3.
4.
5.
6.
7.
8.
Noise
Distortion
Gender difference
Non-verbal communication
Lack of communication skill
Information overload
Sender-oriented
Receiver-oriented
1. Noise:
Noise refers to the
interference or distraction that is
in the environment in which the
communication is taking place.
2. Distortion:
Distortion refers to the
loss of meaning of the message in
handling. This largely occurs in the
encoding and decoding stages of
communication.
3. Gender difference:
Gender differences
are a common barrier of
communication. Men and women
communicate
for
different
reasons with different styles.
4. Non-verbal communication:
Non-verbal
communication is a very important
barrier as oral communication is
always accompanied by non-verbal
cues that have a great tendency of
encumbering the right message.
5. Lack of communication skill
Also the encoder or
decoder
may
lack
communication
skills,
which becomes a major
barrier of communication.
6. Information overload:
Lots
of information is also termed as
information overload which can
also be a big hindrance in
effective communication.
7. Sender-oriented:
As sender is the
originator of communication, if he
gives rise to barriers, the
communication comes to a grinding
halt.
8. Receiver-oriented:
The receiver too
can be guilty of erecting
barriers in the course of the
interaction.
Rules for overcoming barriers:
•
•
•
•
•
•
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Plan and clarify ideas
Use simple Language
Create a climate of trust and confidence
Time your message carefully
Minimize usage of ‘I’
Reinforce words with action
Communicate efficiently
•
•
•
•
•
•
•
Jot down points
Keep the mind open
Delay evaluation
Find an area of interest
Listen to ideas
Be open to changes
Enter into healthy discussion
FACILITATORS
OF
COMMUNICATION
Positive approach : should have positive attitude.
Be aware of needs & interests of receiver.
Be honest, sincere, faithful & trustworthy.
Empathy: identifying with feelings of others & realize in what
way the message will affect feelings of receiver.
• Courtesy: be polite & considerate to feelings of other person.
• Assertiveness: put across things with force without being rude
& aggressive.
• Self confidence: is key to successful communication
•
•
•
•
Learning communication skills:
Speaking, listening, & ability to
understand verbal, nonverbal meanings are skills which can be
learnt through observing other people who communicate
effectively.
It can be learnt through education. Use
different channels.
Communication is successful when the clients
indicate their understanding through interaction.
The message:
 Write clear, concise, & correctly worded message.
 The thoughts to be systematically organized.
 Deliver complete message, which should answer all possible
questions expected by audience.
 Language: should be simple, using familiar words.
Accept reality of miscommunication:
Accept reality of miscommunication.
Opinions differ because of differences in mental ability of
individuals. While accepting the limitation to communicate
perfectly, efforts should be made to minimize the negative
effects. Research & experiments to improve the way of
communication can achieve the best possible communication.
Objective oriented communication :
Communication based on clearly started objectives
allows the communicator to evaluate the effect of
communication. Objectives are based on the identified needs &
interests of receiver.
Listening :
It is a skill that involves hearing, interpreting &
understanding what is being said. It is a psychological act. It is
an important element of effective oral communication. Listening
to a patient is one of the most important nursing activity.
10 basic etiquettes for effective
communication
1. A pleasant bearing
2. Greeting a person
3. Offering a seat
4. Offering water
5. Listening carefully without
interruption
6. Paying undivided attention
7. Addressing the issue completely
8. Offering explanations for
inadequacy
9. Resolving all questions/doubts
10. Pleasant parting