seminar on communication 2

8/2/2019 SEMINAR on Communication 2

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SEMINAR ON

COMMUNICATION


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Central objective:

By the end of the class the group gain knowledge regarding communication appreciate its

importance in nursing ,and effectively use this knowledge in future practice.

Specific objectives:

At the end of the class the group;

defines communication

recognizes the importance of communication in management

lists the objectives of communication.

explains theories of communication.

describes elements of communication.

lists principles of communication.

describes forms of communication.

explainsdimensions of communication.

describesmethods of communication.

analysesbarriers of communication.

describe the methods to overcome barriers of communication.

explain regarding communication and nursing management


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INTRODUCTION:

When you know something, say what you know. When you do not know something, say that you

do not know. That is knowledgeKung Fu Tzu.

For gaining that knowledge we need to express ourself and understand others;ie communicate.

Communication can be regarded as a two way process of exchanging or shaping ideas,feelings

and information.Broadily it refers to the countless ways that humans have of keeping in touch

with one another. Communication enables us to grow, to learn, to be aware of ourselves and toadjust to our environment. The word 'communication' is derived from Latin word 'communis',

which means common.

DEFINITIONS OF COMMUNICATION:

1. The interchange of thought or information to bring about mutual understanding andconfidence or good human relation.American Society of Training Directors.

2. Communication is a process of sharing experience till it becomes a common possession. Itmodifies the disposition of both parties who partakes it. John Dewey.

3. Communication is the transmission and interchange of facts, ideas, feelings or course ofaction.LelancI Brown.

4. Communication is sharing of ideas and feelings in a mood of mutuality. Edgar Dale.

5. Communication is a means of persuasion to influence other so that desired effect isachieved.Aristotle.

6. Communication is the process of passing information and understanding from one person toanother. It is the process of imparting ideas and making oneself understood by othersTheoHaiemann.

IMPORTANCE OF COMMUNICATION IN MANAGEMENT:

The importance of communication in any managerial process can hardly be overemphasized.If an organisation is to operate as an integrated unit, it is necessary that the top managementshould keep the lower level supervisors and employees well informed of its ultimateobjectives, and of what it wants each person to accomplish, towards their realization.

By freely sharing information, the management takes employees into its confidence,prepares them for changes, avoids misunderstandings, and removes them, if at all theydevelop, and makes them more knowledgeable about the problems and policies of the

enterprise.

OBJECTIVES OF COMMUNICATION ARE:

To develop information and understanding which are necessary for group effort.

To foster an attitude which is necessary for motivation, co-operation and job satisfaction.

To discourage the spread of misinformation, rumors, gossips, and to release the

emotional tension of workers.


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To prepare workers for a change, by giving them the necessary information in advance.

To encourage ideas, suggestions from subordinates for an improvement in the product

and work conditions, for a reduction in the time or cost involved and for avoidance of the

waste of raw material.

To improve labour management relations by keeping both in contact with each other.

To ensure a free exchange of information and ideas which will assist all the employees in

understanding and accepting the rationale of the status and authority of everyone in the

organisation.

To satisfy basic human needs such as the needs for recognition, self importance and a

sense of belonging.

To serve auxiliary functions such as entertainment and the maintenance of social relations

among fellow beings.

THEORIES OF COMMUNICATION

Bull's Eye Theory

Action view is the basis for this theory of communication. The whole process of

communication is based on one-way action doing something to someone. The sender

plays an important role who encodes the message with the help of arbitrary symbols. The

demonstration or doing skills of the sender is for the purpose to change the behavior of

receiver. The action believes that words have a meaning and there would be no

misunderstanding which is the core of effective communication, provided the right words

are used to convey the right message. Misperceptions or misunderstandings are bound to

occur but according to information theory, the sender has to play effectively and

adequately.

Ping-Pong Theory

This theory is also called interaction or interpersonal view. This approach to the study of

human communication is the ping-pong theory of communication. Ping-Pong the game of

table tennis, represents the interaction theory of communication. It is compared with turns

at a table tennis match. In communication process, the turns takeplace between the sender

and receiver. It is a complex theory of communication than the Bull's theory which

recognizes the concept of linear feedback. In this theory, there is linear cause and effect.


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Spiral Theory

The Spiral theory of communication is also called as transactions view of communication. It

recognizes more than one interaction between sender and the receiver. A transaction implies

independence, mutual and reciprocal causality. Myers and Myers say that human

communication is best understood as a system in which senders are simultaneously receivers

and senders. Communication is not static but dynamic and life time experience.

ELEMENTS OF COMMUNICATION:

Referent: The referent motivates one person to communicate with another. In health

care setting, sight, sound,odor or any other cues initiate communication.

Sender: The sender of message or communicator is a person who transmits the message.He/she conceive and initiate the message. He/she is the driving force to change the

behavior of the receiver.

Message: A piece of information, spoken or written, to be passed from one person to

another. It is the subject matter of communication. It may involve any fact, idea, opinion,

figure, attitude or course of action, including information. It exists in the mind of the

communicator.

Encoding (Communication symbol): The process of conversion of subject matter

into symbols is called encoding. The message or subject matter of any

communicationis always abstract and intangible. Transmission of message requires

use of certain symbols. The communicator plans and organizes his/her ideas into aset of symbol- signs, etc. Encoding process translates ideas, facts, opinions into

symbols, words- actions, pictures, etc. It is left to the sender in the selection of

medium he/she suitable to communicate effectively to the intended receiver.

Communication channel: Transmitter has to select the channel for sendinginformation.Communication channel means the medium or media through whichthe message is sent. Media may be auditory (hearing, listening etc), visual (sight,

observation,perception and so on), kinesthetic (procedural touch, caring touch and

so on).

Receiver: It is the person who receives the message. Effective communication

proccss is not complete without the existence of a receiver of the message. It is thereceiver who receives and attempts to interpret, perceive, understand and act upon

the message

Decoding: It is the process of translation of an encoded message into ordinalunderstandable language. Receiver converts the symbols, words or signs received

from the sender to get the meaning of the message.


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Feedback: It has been explained that communication is an exchange process. For t

exchange to be complete the information must go back to the communicator ,

sending back of the knowledge about the message to the transmitter is known as

feedback. It ensures that the receiver has received the message and understood in

same sense as the sender meant. Feedback enables the communicator to execute

corrections or change the message to be effective.

Interpersonal variables: They are factors within both the sender and receiver thatinfluence communication. They may be perceptions, sociocultural

background,developmental levels and illness and so on.

Environment: It is the setting for sender-receiver interaction. The shouldmeet the

participant needs for physical and emotional comfort and safety.

PRINCIPLES OF COMMUNICATION

o Selection and determination of appropriate language and medium communication

in accordance with the purpose of communication. .

o Timing, physical setting, and the organization climate for communication need to

be appropriated to convey the desired meaning of the communication conveyedby words.

o Consultation with others for planning of communication.

o The basic content and overtones of messages as well as the receptiveness to the

view point of the receiver influences effectiveness of communication.

o The messages should convey something of value to the receiver in the light of his/

her needs, interests, whenever possible.

o

Feedback from receivers, follow-up of communication through expression of thereceivers, reactions and their performance review help in effective

communication.

o Communication while meeting the needs of immediate situations should be

consistent with long-term goals and interest of the organization.

o The communicator's action following communication is important in effective

communication.


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o The sender has to understand the receiver's attitude and reaction by careful, alert

and proper listening to ensure that the desired meaning of the message has been

comprehended by the receiver.

TYPES OF COMMUNICATIONS

Basically, the two most types of communication in an organisation are

'FORMAL' AND 'INFORMAL'communication.

Formal communications are "official", and are a part of the recognised communication system

which is involved in the operation of the organisation. This communication can be from a

superior or written. A formal communication can be from a superior to a subordinate, from a

subordinate to a superior, intra administrative, or external .

Informal communications/grapewine communication are those that are "outside" the formal, and

recognised communication system. Informal communications are not bound by any chart on the

wall, but they are bound by conventions, customs, culture, etc. They include suppliers, clients,

unions, government agencies and community groups. Informal communications originate

spontaneously outside the formal channels and are the natural responses to the need for social

interaction.

DIMENSIONS OF COMMUNICATION

Communication flows in various directions. Generally, it is transmitted down or flows acrossan organisation.

VERTICAL COMMUNICATION is one in which communication flows from top to

bottom as well as from the rank and file workers towards the management. Thus, it

consists of

Downward communication

Upward communication

DOWNWARD COMMUNICATION:

It flows superior to subordinates. It is generally directive in the sense that it causes action to be

initiated by subordinates. Instructions, directions, clarifications, interpretations, orders, policies,

rules and regulations, procedures, a specific conduct of jobs, changes in work rules, time

schedules, safety and welfare measures, orders for transfers, promotions, information on working

conditions, leave, etc; have to flow downwards from those at the top of the pyramid to the rank


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and file workers at lower levels who form the base; and this flow may be in the form of an oral

or written communication.

Organisation charts show the flow of authority and the channel through which this downward

communication flows.

UPWARD COMMUNICATION:

It is the other side of the downward communication, namely, information flowing fromsubordinates to superior.

Upward communication includes

- Personal contacts by each member of the management with his immediate subordinates in themanagement with a view to answering questions or complaints immediately

- Fact finding surveys of supervisors' opinions and attitudes

- Giving information to management

- Shaping a pattern for improved management policy and practices

- Holding conferences with supervisors in the form of such devices as round table conferences,open forums, panel discussions, topical outlines of discussions and periodic weekend meetings;and

- Issuing supervisors' manuals and handbooks.

HORIZONTAL, INTRA ADMINISTRATIVE, OR LATERAL COMMUNICATION

This is communication from persons at one level in an organisation to others at the samelevel. It is particularly frequent between the line and staff units. It provides a means by which

managers at the same level of an organisation co-ordinate their activities without referring all thematters to their superior.

Many matters can be handled at the same level of an organisation. In this way one actsspeedily and, at the same time, relieves superiors of unnecessary problems. For example,multiple copies of memorandum that flow to all the positions needing the information increasethe co-ordination of efforts. Communications at the horizontal level is also important at theexecutive level.

EXTRA ORGANISATIONAL COMMUNICATION

This type of communication takes place between agencies outside an organisation and the peoplewithin it. Communication is generally effected through letters and the passing of annual reportsto the creditors, bankers, the government and trade organisations.


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METHODS OF COMMUNICATION

All methods of communication in an organisation may be grouped under the followingheads

The chain of command

Mass methods

The representative system

CHAIN OF COMMAND

Information from top level management to the operational level or vice versa flows followingthe organisation's hierarchical order. This method has its own strengths and weaknesses.

Strengths

At each level, the official is fully informed about the organisational matters. He or she canmake attempts to ensure that intended purpose of information is achieved.

Weaknesses

Too many levels may cause distortions in information. Moreover, unless planned, it can beexpensive in terms of management time.

MASS METHODS

Information is disseminated through notice boards, circulars, news letters, magazines andbooklets.

Strengths

Mass methods offer cheapest as well as adequate way of giving particular information tolarge number of persons.

It is possible to ensure that the information transmitted is accurate.

They are necessary aid for management in support of their managerial function.

Weaknesses

Mass methods are not good for transmitting proper understanding. You cannot askquestion to ensure understanding.

Although information transmitted is accurate, there is no insurance that it is correctlyunderstood.


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THE REPRESENTATIVE SYSTEM

In this system information flows through staff representatives. This method provides an

opportunity for management to explain the communication and repeat it at different levels.

Strengths

It is a necessity for adequate upward communication and invaluable in bringing home tosenior management the vividness of feeling in the office at lower levels.

Weaknesses

It is not suitable; for downward communication; Representatives while trying to explaindepartmental policies appear to be representatives of management, or otherwise, theirpersonal prejudices and bias distort the communication.

Representatives become almost the boss of the working group.

BARRIERS OF COMMUNICATION

Barriers in communication imply hurdles or problems on the way which adversely affect thetransmission of information from sender to receiver.

The important barriers in communication are:

1.Organizational

2.Semantic

3.Personal

4.Psychological

5.Physical

6.Mechanical

7.Cross cultural

8.Perceptional

9.Interpersonal

10.Gender

Organizational Barriers

These barriers arise when duties and line of authority are not clearly defined. Theyarise on the account of distance communication, more layers of communication, heavy

communication load etc. Various types of organizational barriers are:

Policy: Broad objectives and policies of the organization are laid down by the topmanagement. They change the behavior of the receiver. If the policy is not supporting in the


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free flow of communication vertically and horizontally, it acts as a hurdle in the smooth flow

of communication.

Rules and regulations: Formal communication should follow the path of flow. Organizational

rules and regulations sometimes work as obstacles in transmitting a message when they are

rigid resulting in delay in decision making process and action.

Facilities: Organizational facilities are indispensable for the smooth, proper and timely flow of

communication. The purpose of communication is defeated if minimum facilities for

transmitting message are not provided.

Complex organization: Complexity in organization structure is a common feature in most of

the big enterprises. Complexity involves many layers of supervision, long distance, more lines,

communication gaps, organizational distance between lines of authorities from top to bottomin the health team.

Status and position: In two-way communication, status and position impede the flow of

communication particularly in upward direction. The reasons are non- listening attitude of thesuperior, non-answering and interpreting as well as withholding information, etc.

Semantic Barriers

Problems of language are called 'semantic barriers'. They arise on account of linguistic

background and ability of the communicator. Linguistic barriers occur in both oral and written

communication. Common types of semantic barriers are:

Badly expressed message: The absence of clarity and precision in the subject matter of

communication results in badly expressed message. The common causes for clarity and

precision are using unfamiliar words, jargon, using superfluous words, lack of unity and

coherence, use of unnecessary prepositions, adjectives and adverbs, lack of simplicity, longer

sentences, poor language, poor construction of sentences and so on.

Jargon language: Jargon is the language which is special to science, technology, law, commerce

etc. Special and technical personnel often use technical language of their own. This leads to

isolation and limited communication and acts as a barrier.

Unclarified assumptions: Often over looked but critically important are the uncommunicated

assumption which underline practically all messages. Certain implied things cannot be

interpreted by the receiver correctly.


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Faulty translations: Encoding process translates symbols, ideas, facts, opinions, and feeling into

words, action, pictures and audio visual media. This translation should be understood by the

receiver. When there is a fault in translation it remains as barrier in effective communication.

Personal Barriers

a. Barriers to superiors: Superiors may be reluctant to listen to their subordinates as they

may reflect adversely on their ability and intelligence. Their hierarchical status and

position and relationship with subordinates act as barriers of communication.

b. Barriers to subordinates: Subordinates are also equally responsible for restricting

communication flow particularly in upward direction. They act as barriers in number of

ways as indicated below:

People generally resist new ideas

They dislike showing mistakes

Lack of incentives and encouragement

Unwillingness to communicate upward message on personal grounds

They slant information relating to their failures

Psychological Barriers

Poor pronunciation

Confused thinking

Communication overload

Attitude

Fear and anxiety

Suspicious, jealousy, anger

Resentment, antagonism and prejudices

Lack of interest and lack of listening

Physical Barriers

Environmental disturbances: Lack of privacy, traffic nuisances, loud speakers, unwanted noise,bright light, unusual sight or any other stimulus providing a potential distraction.

Physical health: Inability to receive when ill.

Poor hearing: Born deaf. Loss of hearing due to accident, excess use of ear phone


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Distance: Four distinct zones may greatly vary in different cultures. 18" intimate; 4'personal; 12'social; 20'public.

MechanicalBarriers

Non-availability of proper machines Presence of defective machines Interruption

Power failure

Cross Cultural Barriers

Culturalethnic, religious and social difference Economic position Traditions barring people of different culture from mingling together. Political beliefs Ethics and values Rules and regulations Barriers to membership of a group as detached,devious,impersonal,condescending,

hypocritical, avoiding eyecontact, too silent,aggressive,over- emotional,angry,

confrontational

Perceptional barriers

Lack of common experience LinguisticDifferent languages and vocabulary Lack of knowledge of any language Low IQ From receiver's side: Interrupting the speaker; asking too many questions for the sake of

probing From sender's side: Unclear messages; incomplete sentences; no clarification

Interpersonal Barriers Withdrawal: absence of interpersonal contact Rituals: meaningless, repetitive routines devoid of real contact

Pastimes: activities that entertain and keep individuals engaged in free times

Gender Barriers

Women:

Prefer conversation for rapport building Want empathy, not solutions Are more likely to compliment Emphasize politeness More conciliatory

Men:

Talks as a means to preserve independence and status by displaying knowledge and skill Work out problems on an individualized basis Are more directive in conversation Are more intimidating Call attention to their accomplishments Tend to dominate discussions during meetings


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METHODS TO OVERCOME BARRIERS OF COMMUNICATION

The aforementioned barriers can be thought of a filter, that is, message leaves the sender, goes

through the aforementioned filters and is then received by the receiver which may muffle the

message. The following strategies can be adopted to overcome such filters.

Suitable language: The appropriate language and tone definitely minimizes linguistic barriers tocommunication. Use of technical terms should be avoided as far as possible and the message

should be direct, simple and meaningfullanguage. Different people perceive the message

differently. The team should use a common language to avoid semantic distortions.

Active listening: Hearing and listening is not the same. Hearing is the act of perceiving sound. Itis involuntary and simply refers to the reception of aural stimuli. Listening is a selective activity

which involves the reception and the interpretation of aural stimuli. It involves decoding the

sound into meaning.Listening is divided into two main categories: passive and active. Passive listening is little more

than hearing. It happens when the receiver of the message has little motivation to listen

carefully such as when listening to music or when being polite. People speak at 100 to 175words per minute (WPM) but they can listen intelligently at 600 to 800 WPM. Since only a part

of mind is paying attention, it is easy to go for mind drift thinking about other things whilelistening to someone. The cure for this act is active listening which involves listening with a

purpose.

Table 1.1: Ten rules for good listening with rationale

Rule Rationale

1. Stop talking You cannot listen if you are talking

2. Put the person at

ease

e ps a person ee ree to ta , create apermissive environment

3. ow t e personyou want to listenoo an act ntereste , sten to un erstan

and not to oppose

4. Remove distractions o not oo e, tap or s u e papers, c ose t edoor to remain quiet aids in listening

5. Empathize Try to see the other's point of view

6. Be patient Allow plenty of time, do not interrupt, do not

walk away

7. Hold your temper Any angry person takes wrong meaning fromwords

8. o easy onargument andcriticism

o not put peop e on t e e ens ve an causethem to 'clam up' or become angry, do notargue even if you lose or win

9. Ask questions s encourages a person an s ows t atyou are listening, it helps to develop pointsfurther

10. Stop talking s s rst an ast ecause a ot er gu esdepend on it, you cannot listen effectivelywhile you are talking


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COMMUNICATION AND NURSING MANAGEMENT:

In the functioning of nursing service organization eacg task of the nurses at all levels

involves communication.Nursing involves the sharing of information as well as

understanding and interpreting the information transmitted and received.

The three main communication approaches used in nursing are

(1) Organizational approach

(2) Interpersonal approach

(3) Technological and scientific(information) approach

Organizational approach

In dynamic nursing service organization the decision making process consists of many

interrelated messages between superiors and subordinates.Efeective communication

between varied nursing units and departments can produce a coherent ,dynamic

organization for improving nursing and other patient care services.

Interpersonal approach

In health care organization there are different professional and technical groups with

different interests ,goals attitudes,abilities and expertise.Administrative and departmental

heads are challenged to use techniques that keep status and power difference between

groups to minimum and they also have channels open and unrestricted between

individuals and groups.Technological and scientific(information) approach

Information technology is widely used in the management of control systems and

continuing training and educational programmes.Communication between nurses and

various departments is enhanced.This helps in conservation of resources and maintaining

accurate records for matters communicated.

INTERPERSONAL SKILLS FOR NURSE MANAGERS:

a.Showing respect

Showing respect means conveying the attitude that people have importance, dignity, andworth e.g. using the title of Mr or Mrs


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b. Empathizing

Empathy is the ability to communicate understanding and experience of feelings and reduces

their anxiety and defensiveness.

It focuses attention on receivers and their feelings and reduces their anxiety and defensiveness.

It show that the sender shares peoples concerns, and make them feel that their contributions are

valued.

c. Developing trust

Trust developed through an open, honest and patient approach with others:

As trust develops, communication becomes more free flowing and productive.

Receivers will not express their true feelings if they do not fully trust the sender.

Health care providers develop trust in communication process by showing that they truly

accept others, that they believe in them as people.

Trust generates trust e.g. if you show confidence in people you communicate with, they will

respond the same way.

Treating people as fully participating partners in the communication process, and

demonstrating that they are trustworthy and responsible

CONCLUSION

Communication is the meaningful exchange and understanding of

ideas,statisticaldata,opinions or emotions from a source to a receiver. Nowadays

professional nurses are involved in human and labourrelations,the development of

quality and quantity nursing service standards,the assessment of nursing care ,and a

whole list of other aspects of health care operations.Effective communication is an art

and skill which needs to be learned and practiced.Remember,He/she who effectively

communicates leads.

seminar on communication 2

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