UNIT – I REVIEW OF COMMUNICATION
Prof(Mrs)K.Punithalakshmi
Principal
JIET College of Nursing
OBJECTIVES
INTRODUCTION…
The term communication is derived from the latin word communis, meaning common.
Communicare which means “to impart”, “to participate”, “to share”.
Communication refers to the reciprocal exchange of information, ideas, facts, opinions, beliefs, feelings & attitudes through verbal or nonverbal means between two people or within a group of people.
DEFINITION
• Communication is a process by which information is exchanged between individuals through a common system of symbols & signs of behavior.
- Webster’s Dictionary
• Communication is interchange of thoughts, opinions or information by speech, writing or signs.
- Robert Andersion
– Edgar Dale
– Keith davis
MEANING
• A process through which individuals mutually exchange their ideas, values, thoughts, feeling & actions with one or more people.
• The transfer of information from the sender to the receiver so that it is understood in the right context.
• The process of initiating, transmitting & receiving information.
• The means of making the transfer of information productive & goal oriented.
• The process of sharing information, ideas & attitudes between individual.
PROCESS OF COMMUNICATION
ELEMENTS OF THE COMMUNICATION
Referent: • A referent motivates the sender (or receiver) to share information (message, objects, sounds, sights, time schedule, ideas, perceptions, sensation, emotion, odour, etc.) that may initiate communication.
• For example, a nurse, sighting a patient with difficulty in breathing may serve as a referent to the nurse promoting her to initiate communication with the patient
Sender:
• A sender is a person who encodes & sends the message to the expected receiver through an appropriate channel.
• A sender is the source of the message that is generated to be delivered to the receiver after appropriate stimulus from the referent.
• The message is the content of communication & may contain verbal, nonverbal or symbolic language.
• Perception & personal factors of the sender & receiver may sometimes distort this element & the intended outcome of communication may not be achieved.
• A channel is a medium through which a message is sent or received between two or more people.
• Several channels can be used to send or receive the message, i.e seeing, hearing, touching, smelling, & tasting.
• While selecting channels of communication, several factors must be considered: availability of channels , purpose, suitability, types of receivers, types of message, preference of sender & receivers, communication skills of the sender, cost, etc
CLASSIFICATION OF CHANNELS OF COMMUNICATION
• Visual channel: Facial expression, body language, posture, gestures, pictures & written words, electronic mails, mass media, etc.
• Auditory channel: Spoken words, sounds, telephone or mobile communications, delivering audio content (radio, voicemail), etc.
• Tactile channel: Touch sensations, therapeutic touch, etc.
• Combined channel: Audiovisual media, consoling a person with touch & spoken words.
ELEMENTS OF COMMUNICATION
Receiver:
• A receiver is an individual or a group of individuals intended to receive, decode & interpret the message sent by the sender/source of message.
• A receiver also known as decoder.
• He is expected to have the ability & skills to receive, decode & interpret the message.
Feedback:
• It is a return message sent by the receiver to the sender.
• It is most essential element of the communication process as it shows that the receiver has understood the primary message sent by the sender & the communication process is now consider complete.
• A successful communication must be a two-way process where the sender sends the message & receives feedback from the receiver.
• These feedback could be verbal & nonverbal.
CONFOUNDING ELEMENTS
• These elements are not a direct part of the flow of the communication process but influence the communication process significantly in directed.
• These elements are interpersonal variables of the sender & the receiver & the environment where the communication process take place.
• Interpersonal variables such as perception, beliefs, values, socio-cultural background, educational & developmental levels, emotion, gender, physical & mental health, etc. may significantly affect the communication process.
TYPES OF COMMUNICATION
I. Based on the means of delivering the message
II. Based on the purpose of communication
III. Based on the levels of communication
IV. Based on the pattern of communication
���������I. Based On The Means Of Delivering The Message�
a) Verbal communication:
• It occurs through the medium of spoken or written.
• A combination of several words is used & each words conveys a specific meaning.
• Some important elements of verbal communication are language, vocabulary, denotative & connotative meaning, pacing, intonation, clarity, consciousness, preciseness, comprehension, brevity, timing & relevance.
• Spoken communication
• Written communication
• Telecommunication
• Electronic communication
b) Nonverbal communication
• This communication occurs without words; where the five senses & whole range of body movements, posture, gesture, facial expressions & silence are used for sending & receiving the message.
• Nonverbal communication is a more accurate way of communication because it convey the true & intended meaning of the message
II. Based On The Purpose Of Communication
a) Formal communication
• Formal communication follows line of authority & is generally used in organization to achieve organizational objectives.
• Eg., In Hospital, the nursing superintendent will communicate with staff nurse through assistant nursing superintendents, supervisors & ward-in-charge nurses.
In Nursing College, Principal will communicate to the students through the Class Coordinator.
Formal Communication can be observed by any of the following forms:
1.Downward Communication: This is when the information passes from the management to the subordinate level.
2.Upward Communication: This is when the information passes from the sub ordinate to the management level.
3. Horizontal Communication: It refers to the flow of communication among the people at the same level.
4. Diagonal Communication: This is between the different department employees.
b) Informal communication
• Informal communication does not follow line of authority.
• It is very fast & usually takes place in social groups like friends, family, peer groups, etc.
c) Therapeutic communication:
• Therapeutic communication takes place between a health care personnel & a patient, with the purpose of modifying the patient behavior.
• This is accomplished with repeated interaction using certain essential attribute such as trust, empathy, tenderness, concern & non judgmental attitude.
III. Based On The Levels Of Communication �
a) Intrapersonal communication
• It take place within an individual; we may also say it is self-talk.
• It is crucial because it provides a person with an opportunity to assess self or a situation, before acting on it, ultimately affecting the person behavior.
b) Interpersonal communication
• It takes place whenever two or more people interact & exchange messages or ideas.
• This is also one of the most common forms of communication in our daily lives.
• Interpersonal communication may further categories into assertive, nonassertive & aggressive communication.
c) Transpersonal communication
• It takes place within a person’s spiritual domain.
• The purpose of transpersonal communication is to realize selfhood, enhance spirituality & answer questions that are spiritual in nature.
d) Organizational Communication: It takes place in different levels. It may be upward, downward, diagonal and grapevine.
e) Mass communication: This is through the mass media.`
f) Small-group communication
• An example of a small-group communication is when nurse interact with two or more individuals face-to-face or use a medium (like a conference call).
• Patient care conferences, staff meetings & reports are good examples of small-group communication.
���IV. BASED ON THE PATTERN OF COMMUNICATION�
a) One-way communication
• It take place when message are delivered to the audience from the communicator only without constant feedback.
• A common example of one-way communication is lecture delivered in a classroom.
b) Two-way communication
• It takes place when both the communicator & audience take part in the process.
• The audience may raise questions & add information, ideas & opinions on the subject.
c) One-to-one communication
• Communication between one sender & one recipient at one time is termed as one-to-one communication.
• A nurse providing information to a patient is an example of one-to-one communication
d) One-to-many communication
• Where one person communicates with may people at the same time, it is termed as one- to-many communication.
• A nurse providing health education to a community is an example of one-to-many communication.
e) Many-to-one communication
• Many-to-one communication takes place when several people communicate with one person at the same time.
• A panel of expert taking an interview is an example of many-to-one communication.
f) Public communication
• Public is generally defined as a large group of people.
• Communication with such a large group of people is known as public communication.
• Public communication requires essential skills to influence people at large & media material to reach member of the public clearly & loudly.
g) Organizational communication
• It takes place when individuals & groups within an organization communicate with each other to achieve established organizational goals
FACILITATORS OF COMMUNICATION
Seven Cs of effective communication
1.Courtesy/ Courteous
2.Correctness / Correct
3.Clarity/Clear
4.Completeness / Complete
5.Concise / Concise
6.Concreteness / Concrete
7.Consideration / Coherent
1. Clear - When writing or speaking to someone, be clear about your goal or message.
2. Concise - When you’re concise in your communication, you stick to the point and keep it brief.
3. Concrete - When your message is concrete, then your audience has a clear picture of what you’re telling them.
4. Correct - When your communication is correct, it fits your audience. And correct communication is also error-free communication.
5. Coherent - When your communication is coherent, it’s logical. All points are connected and relevant to the main topic, and the tone and flow of the text is consistent.
6. Complete - In a complete message, the audience has everything they need to be informed and, if applicable, take action.
7. Courteous - Courteous communication is friendly, open, and honest. There are no hidden insults or passive-aggressive tones. You keep your reader’s viewpoint in mind, and you’re empathetic to their needs.
• Positive attitude
• Improving communication skills
• Getting feedback of communication skills
• Goal-oriented communication
• Using creative alternative approaches
• Minimizing negative impact
• Warmth & friendliness
• Openness & respect
• Empathy
• Comfortable environment
BARRIERS OF COMMUNICATION
I. Physiological barriers
• Poor retention due to memory problem
• Lack of attention • Discomfort due to illness
• Poor sensory perception
• Hearing problems
• Poor listening skills
• Information overload
• Gender physiological differences
II. Environmental barriers
• Loud background noise
• Poor lighting
• Uncomfortable setting
• Unhygienic surrounding & bad odour
• Very hot or cold room
• Distance
III. Psychological barriers
• Misperception & misunderstanding
• Distrust & unhappy emotions
• Emotional disturbances
• Psychotic or neurotic illness
• Worry & emotional disturbances
• Fear, anxiety & confused thinking
IV. Social barriers
• Diffidence in social norms, values & behavior
• Social taboos
• Different social strata
V. Cultural barriers
• Ethnic, religious & cultural differences
• Cultural tradition, values & behavior
VI. Semantic barriers
• Language barriers
• Faulty language translation
• Individual differences in expression & perception
• Past experiences of an individual failure to listen
VII. Organizational barriers
• Organizational policy, rules & regulation
• Technical failure
• Time pressure
• Complexity of organization structure due to hierarchy
• Size of the organization
VIII. Communication process-related barriers
• Unclear & conflicting message
• Stereotypical approach
• Inappropriate channels
• Lack of or poor feedback
METHODS TO OVERCOME BARRIERS OF COMMUNICATION
I. Methods to overcome physiological barriers
• Keep in each other’s retention & recollection abilities.
• Pay attention during the sharing of information
• Ensure each other comfort.
• Ensure the intactness of sensory perception.
• The limitation of hearing abilities must keep in mind.
• Active listening.
• Information overload must avoid.
II. Methods to overcome environmental barriers
• Good lighting must be ensured to facilitate nonverbal communication.
• A comfortable seating arrangement.
• A hygienic & odour-free environment.
III. Methods to overcome psychological barriers
• Happy & trustworthy manner
• Should not harbour negative emotions
• Avoid feeling of prejudice, resentment & antagonism.
• Free from fear, anxiety & confusion
IV. Methods to overcome social barriers
• The difference in social norms, values & behavior must be give consideration.
• Social beliefs must be kept in mind.
V. Methods to overcome cultural barriers
• Consider cultural differences
• Consider cultural traditions, values & behavior.
VI Methods to overcome semantic barriers
• Use the same language
• Considered difference in the expression & perception of message
VII. Methods to overcome organizational barriers
• Considered Organizational policy, rules & regulation.
• Organization structure must be simple & noncomplex
• Large organization must divided into smaller subset
VIII. Methods to overcome communication process-related barriers
• An appropriate channel must be used.
• A stereotypical approach must be avoided in communication.
• The message must be clear & nonconflicting
• Proper feedback must be ensured by the recipient.
TECHNIQUES OF EFFECTIVE COMMUNICATION
I. Conversational skills
• Focusing
• Paraphrasing
• Sharing information
• Providing information
• Asking relevant question
• Clarifying & summarizing
• Sharing humor
II. Listening skills
Active listening
Using silence
Pay attention to the speaker
Proper body language
Ask Question
Appropriate response
Avoid arguments
III. Technical skills
• Using touch
• Using nonverbal cues
• Sharing feeling
• Sharing observations
• Sharing hope
• Presenting reality
• Sharing empathy
TECHNIQUES AND STRATEGIES FOR EFFECTIVE COMMUNICATION
9.Add Humor
10. Open ended Question
11. Proper Eye Contact
12.Communicate openly
13. Avoid information over loaded
14. Be empathetic
15. calling by name
16 equal status to listener
������WHICH ARE IMPORTANT POINTS TO IMPROVE COMMUNICATION SKILLS?�
WHICH ARE IMPORTANT POINTS TO IMPROVE COMMUNICATION SKILLS?�
08. Speed
09. Logical presentation
10. Audience
11. Local language
12. Effective end
13. Time limit
14. Prayer
NORMAL COMMUNICATION PATTERN
1) Effective Speaking
(A) DAILY SPEAKING:
(B) Public Speaking
[c] Delivery
2) Effective Writing
3) Effective Listening
4) Effective Reading