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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 • • • • • Use simple language . Proper explanation with adequate examples. Appropriate use of audiovisual aids. Adopting different methods of communication . Obtaining frequent feedback. PSYCHOLOGICAL BARRIERS • • • • • • 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: • • • • • • • 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