communication... tips for nurse managers

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By: Ms. Shanta Peter

CommunicationCommunication

Giving, receiving and interpreting

of information

through any of the

five senses

by two or more interacting people

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ELEMENTSELEMENTS• There are seven elements of

• communication:

• Source / Idea

• Message

• Encoding

• Channel

• Receiver

• Decoding &

• Feedback3

Process of CommunicationProcess of Communication

SourceSource

EncodingEncoding ChannelChannel DecodingDecoding

ReceiverReceiver

Feedback

Msg Msg Msg Msg

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Most Common Ways to Most Common Ways to CommunicateCommunicate

Speaking

Writing

Visual Image

Body Language

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CHANNELS OF CHANNELS OF MANAGERIAL MANAGERIAL

COMMUNICATIONCOMMUNICATION

There are four levels of managerial

communication

• Downward communication.

• Upward communication.

• Lateral communication.

• Diagonal communication.

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Nonverbal MessagesNonverbal Messages

Nonverbal messages are the primary way that we communicate emotions

Facial Expression

Postures and Gestures 7

FACIAL EXPRESSIONS

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GESTURES

•Right postures to adopt at the Work Place • avoid postures of non-verbal signals from others -- body language•Facial expressions can enhance or detract verbal communication•Setting standards of Body Language

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MECHANICALMECHANICAL COMMUNICATIONCOMMUNICATION

• Using mechanical devices to have communication E.g. internet, radio, T.V. etc.

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Received messages areReceived messages areinfluenced by: influenced by:

• Knowledge

• Past Experience

• Feelings

• Position within the socio Cultural system

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COMMUNICATIONCOMMUNICATION SKILLS SKILLS

Nursing care revolves around communication

giving receiving- interpreting information

Health care &Nursing organization

Communication is verbal & nonverbal

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Skills ---- communicationSkills ---- communication

• Be at ease and develop rapport• Provide privacy• Respect his rights• Do not invade his personal

space• Keep information confidential

as appropriate

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Tips to good Tips to good communication skillscommunication skills

Maintain eye contact with the audience Body awareness Gestures and expressions Convey one's thoughts Practice effective communication skills

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Principles Principles • Begin with general interview- difficult

questions last• Adjust your language level that of the

recipient• Do not use medical terms or "talk down " • Be attentive and concentrate what he says• Make appropriate eye contact• Try not to write during interview. pay close

attention and clarify doubts

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Principles…..

•Show sincere interest with his responses

•Pay attention to his words, repetition, variation in tone , voice, silence, body language, behavior etc

•Use only socially accepted touching and body language

•Consider his cultural background

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Modes of Communication Modes of Communication

• Written

• Face to face

• Nonverbal

• Telephone

• Electronic

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Barriers Barriers

• Spatial distance

• Different sub groups or sub cultures in the system

• Noise

• Language

• Intelligence of group

• Prejudice

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Barriers that Affect Barriers that Affect Co-Worker CommunicationCo-Worker Communication

Sender

Receiver

Message

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Effective Communication H/N Role Effective Communication H/N Role

• Professional quality

• Mind the tone-(accusatory/demanding/------defensive reaction)

• Recording / reporting – be sincere and accurate

• Language – simple and understanding

• Do not underestimate or exaggerate

• Respect others – and be polite

• Don’t be in hurry –

• Create a communication culture20

7 Cs of giving good 7 Cs of giving good informationinformation

Effective Effective communication for H. Nurses communication for H. Nurses Give Good InformationGive Good Information

ClearClear ConciseConcise

CourteousCourteousCompleteComplete

CorrectCorrect

ConcreteConcrete

Considerations Considerations

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Therapeutic Therapeutic communicationcommunication

• Is helpful and healing for one or more of the participants

The art of Therapeutic Communication is not come naturally ----

you must learn it !

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• You must have interpersonal skills and self awareness for therapeutic communication

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In -- COMMUNICATIONIn -- COMMUNICATION

Remember to ---------- 4 rights • Choose the right word• Use it in the right way• To the right person• In the right manner

Remember the 3 Rs• Respect for self

• Respect for others• Responsibility for all your actions 24

Problems in CommunicationProblems in Communication( Young J W : Problems in communication- Pge -3 ( Young J W : Problems in communication- Pge -3

(1971(1971))• What I said• What I didn’t say• What I should have said• What I shouldn’t have said• What you thought I said• What you thought I should have said• What you thought I should not have said• What I wish I had said to make you think I

said the right thing

Contd… 25

…….•What I heard•What I did not hear•What I should have heard•What I should not have heard•What you heard•What you thought you heard•What you thought you should have heardWhat I wished you heard to make you think you heard the right thing

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