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Communication
MEANING OF COMMUNICATION
COMMUNICATION IS THE BASIC ELEMENT
OF HUMAN INTERACTION THAT ALLOWS
PEOPLE TO ESTABLISH,MAINTAIN AND
IMPROVE CONTACTS WITH OTHERS
DEFINITION
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THE WORD
“COMMUNICATION” IS DERIVED FROM
THE LATIN WORD “COMMUNICARE”
OR “COMMUNICO”
BOTH OF WHICH MEANS “TO SHARE”
. COMMUNICATION IS DEFINED
AS AN EXCHANGE OF
FACTS,IDEAS,OPINIONS OR EMOTION BY
TWO OR MORE PERSONS
COMMUNICATION PROCESS
ELEMENTS
1.Referent
2.Sender
3.Message
4.Channel
5.Receiver
6.Feedback
LEVELS OF COMMUNICATION
1.
INTRAPERSONAL
2.
INTERPERSONAL
3.
TRNSPERSONAL
4.
PUBLIC
CLASSIFICATION OF
COMMUNICATION
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ON THE BASIS OF RELATIONSHIP
formal
informal
ON THE BASIS OF FLOW
downward
upward
horizontal
contd
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ON THE BASIS OF EXPRESSION
VERBAL
oral
written
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NONVERBAL
IT INVOLVES
FACIAL EXPRESSION
BODY POSTURE
TOUCH
EYE CONTACT
PERSONAL APPEARANCE
GESTURES
NATURE OF COMMUNICATION
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COMMUNICATION INVOLVES
Interchange of facts and thoughts
a two- way process
continuous or never-ending process
pervasive function
to create mutual understanding
OBJECTIVES OF COMMUNICATION
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TO INFORM
TO EDUCATE
TO MOTIVATE
TO RELATE
TO PROMOTE
TO ENTERTAIN
Factors Influencing
communication
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Developmental level
Gender
Sociocultural differences
Roles and responsibilities
Space and territoriality
Physical mental and emotional state
Values
Environment
Using therapeutic communication
in the helping relationship
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It doesn’t occur spontaniously
Presence of unequal sharing of information
The ralationship is built on patient’s needs
Clear sense of professionalism in the
dealings.
It is a dynamic process
Purposeful and time limited
Insists on professional accountability
Phases of helping relationship
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Orientation phase
Working phase
Termination phase
Orientation phase
Patient will call the nurse by name
 Patient will accurately describe the roles of
the participants in the relationship
 Pt and nrs will establish an agreement about
-goals of relationship
-location, frequency, and length of contacts
-duration of relationship
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Working phase
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Patient will actively participate in the
relationship
Patient will coopereate in activities that work
toward mutually acceptable goals
The patient will express feelings and
concerns to the nurse
Termination phase
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Patient will participate in identifying the goals
accomplished or the progress made toward
goals
The patient will verbalize feelings about the
termination of the relationship
Factors promoting effective
communication within the helping
relationship
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Warmth and friendliness
Openness and respect
Empathy
Honesty authenticity and trust
Caring
Competence
Comfortable environment
Privacy
Confidentiality
PRINCIPLES OF COMMUNICATION
Identify clearly what is to be communicated
 Set the climate according to the goal
 Consider the individuals possible reaction
 Be aware of the nonverbal communication
being transmitted
 Time of the message should be according to
the convenience of others

contd
Wait for feedback from other individuals
(This will aid in determining whether or not
the message has been correctly understood)
 Listen and observe, give full attention during
receiving and interpreting the message. do
not interrupt the response
 Look for implied meaning of other individual
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contd
Evaluate the effectiveness of communication
process in achieving the goals intended
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INTRODUCTION
Communication is an essential component of
survival for all creature. Even plants
communicates. Research says,
“Trees communicate with chemical message
Animals and birds with sound and movement
Master communicator Human being with use of
language”
MEANING OF
COMMUNICATION
COMMUNICATION IS THE BASIC
ELEMENT OF HUMAN INTERACTION
THAT ALLOWS PEOPLE TO
ESTABLISH,MAINTAIN AND IMPROVE
CONTACTS WITH OTHERS
DEFINITION



The word “communication” is derived from
the Latin word “communicare”
Or “communico”
Both of which means “to share”
. Communication is defined
As an exchange of facts, ideas, opinions or
emotion by two or more persons
Definition
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It is the art of transferring or exchanging
information ideas or thoughts easily and
correctly through verbal or non-verbal
language .
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It is a process by which information is
exchanged between individuals through a
common system of symbols , signs, or
verbal behavior
COMMUNICATION PROCESS
ELEMENTS
1.Sender
2.Message
3.Channel
4.Receiver
5.Feedback
Communication is a Series of Experiences of
Hearing
Seeing
Taste
Smell
Touch
WHAT IS COMMUNICATION?
Communication
 the exchange of information
 Is dynamic [changing]
 Never-ending
 Usually purposeful
 Influenced by feelings and value.
HOW TO RECEIVE
COMMUNICATION
60%
30%
10%
Nature of communication
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C. involves interchange of facts and thoughts
from one person to another
C . Is a two way process involving sending of
a message and receiving the reaction to the
message
C . Is a continuous or never ending process
Objectives of communication
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To inform
To educate
To motivate
To integrate
To relate
To promote
To entertain
COMMUNICATION PURPOSES.
1.
Social
2.
Therapeutic
3.
Relationship development
4.
Giving information
5.
Clarifying
6.
Conveying feeling.
Levels of communication
Intrapersonal C. : it is a powerful form of
communication that occurs within the
individual
e.g. self talk
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Interpersonal C. it is the interaction between
two people or in a small group and that is
face to face
e.g. problem solving, sharing ideas, decision
making
Transpersonal C. it is the interaction which
occurs with in a personal spiritual domain.
e.g. prayer, meditation ,religious rituals
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Public C. it is an interaction with audience or a
large group of people
e.g. giving lecture to the students, health
education
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Classification of communication
On the basis of
relationship
formal
On the basis of
flow
On the basis of
expression
Informal
do
wn
war
d
verbal
Non verbal
Oral
Horizon
tal
upw
ard
written
Communication process
Message
Sender
Receiver
Feed back
Interpersonal
Variables
Channe
l:
Referent
Referent
MESSAGE
SENDER
VERBAL/ NONVERBAL
RECEIVER
FEEDBACK
ENVIRONMENT
Communication
Referent : referent motivates one person to
communicate with another
E.g. sound, color, objects, emotions, ideas etc.
initiate communication
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Sender
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Sender is the person who encodes and
delivers the message . C. begins with the
sender
Message
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Message is the body or subject matter of C. it
contains words, symbols, pictures or some
other form, which will make the receiver to
understand the message
Channel
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Channel is the medium through which the
message passes from the sender to the
receiver
Receiver
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Receiver is the person who receives and
decodes the message
Feedback
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The reaction, reply, or response , which the
receiver of the message send back to the
sender
Interpersonal variables
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These are the factors within both the sender
and the receiver that influence C.
Environment
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It is the setting for sender and receiver
interaction
Types of communication
1. VERBAL
 Uses of spoken
or written words
including vocal
qualities like
loudness, tone,
pitch of voice.
2. NON-VERBAL
 Eye contact
 Body language
 Facial expressions
 Silence
 Vocal cues
 Touch
 Appearance
 Postures and gait
 Gestures etc.
Barriers in Communication
(that have to do with the COMMUNICATOR)
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Unwillingness to say things differently
Unwillingness to relate to others differently
Unwillingness to learn new approaches
Lack of Self-Confidence
Lack of Enthusiasm
Voice quality
Prejudice
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Disagreement between verbal and nonverbal messages
Negative Self Image
Lack of Feedback
Lack of Motivation and Training
Language and Vocabulary
External Barriers in
Communication
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Environment
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–
–
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The venue
The effect of noise
Temperature in the room
Other People – Status, Education
Time
Barriers in Communication
(that have to do with the
RECEIVER)
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Selective Perception
Unwillingness to Change
Lack of Interest in the Topic/Subject
Prejudice & Belief System
Personal Value System
internal & external factors
Barriers in Communication
(that have to do with the COMMUNICATOR)
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Unwillingness to say things differently
Unwillingness to relate to others differently
Unwillingness to learn new approaches
Lack of Self-Confidence
Lack of Enthusiasm
Voice quality
Prejudice
Barriers in Communication
(that have to do with the COMMUNICATOR)
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Disagreement between verbal and nonverbal messages
Negative Self Image
Lack of Feedback
Lack of Motivation and Training
Language and Vocabulary Level
Lack of Self Awareness
Barriers in Communication
(that have to do with the RECEIVER)
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Selective Perception
Unwillingness to Change
Lack of Interest in the Topic/Subject
Prejudice & Belief System
Rebuttal Instincts
Personal Value System
Here-and-Now internal & external factors
External Barriers in
Communication
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Environment
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The venue
The effect of noise
Temperature in the room
Other People – Status, Education
Time
5 Basic reasons we Do Not Listen
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Listening is Hard Work
Competition
The Rush for Action
Speed differences (120 wpm v/s 360 wpm)
Lack of Training
4 Levels of Listening
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The Non-Listener
The Marginal Listener
The Evaluative Listener
The Active Listener
Improving Listening Skills
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By not being Preoccupied
Being Open Minded & Non Defensive
Minimizing Interruptions
Effective Listening is: Hearing, interpreting
when necessary, understanding the
message and relating to it.
By Asking Questions
TYPES OF BODY LANGUAGE
Remember that you are dealing with “PEOPLE”
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(P)OSTURES & GESTURES
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(E)YE CONTACT
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How do you position yourself?
(P)RESENTATION
– How do you deliver your message?
(L)OOKS
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How’s your “Lighthouse”?
(O)RIENTATION
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How do you use hand gestures? Stance?
Are your looks, appearance, dress important?
(E)PRESSIONS OF EMOTION
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Are you using facial expressions to express emotion?
COMMUNICATION
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7% WORDS
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38% PARALINGUISTIC
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Words are only labels and the listeners put their own
interpretation on speakers words
The way in which something is said - the accent, tone
and voice modulation is important to the listener.
55% BODY LANGUAGE
–
What a speaker looks like while delivering a message
affects the listener’s understanding most.
mullersworkshop_sivaku
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Guidelines for effective communication
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Clarify ideas before communicating
Examine the true purpose of the
communication
Consider the setting of the communication
Consult with others when appropriate in
planning communication
Be mindful of the non-verbal messages you
send
cotd
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Communicate something helpful
Follow up on communication, feedback of
some form is necessary
Be sure your actions support your
communication
Be a good listener.
FOLLOW LADDER
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L - LOOK AT THE OTHER
PRESON,MAINTAIN EYE CONTACT
A - ASK APPROPRIATE QUESTIONS.
D - DON”T INTERRUPT
D - DON”T CHANGE THE SUBJECT
E - EXPRESS EMOTIONS WITH CONTROL
R - RESPONSIVELY LISTEN
Communication barriers
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Barriers arising from the linguistic capacity of
the sender and the receiver
Barriers arising from the emotional or
psychological status of the sender and
receiver
Barriers arising within the organizational
structure
contd
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Barriers arising from the individuals
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Barriers arising from the environmental factors
Mechanical
Geographical distance
Noise
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COMMUNICATION SYSTEM IN
HOSPITALS
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Periodical talk between employer and
employees
Sign posts for the patients and the general
public
Staff conference to get suggestions and for
decision-making
Social gathering to improve interpersonal
relationships.
contd
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Employ counseling in problem-solving
Standing orders and protocols
Hand book for general information
Manuals(poicy,procedure)
Bulletin boards.
CONCLUSION
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WITHOUT COMMUNICATION THERE CAN
BE NO ORGANISATION, FOR THERE IS
NO POSSIBILITY THEN OF THE GROUP
INFLUENCING THE BEHAVIOUR OF THE
INDIVIUAL
HERBERT SIMON
THANKS
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IN AN ATMOSPHERE
OF OPEN COMMUNICATION THE
EMPLYEES WILL BE MORE
COMMITTEDTO THE ORGANISATION