1. Communication
Shany Thomas
Asst. Professor
MBNC

2. • Communication is inter change of information
between two or more people.
• Exchange of ideas or thoughts
• Communication is any means of exchanging
information or feeling between two or more
people.

3. COMMUNICATION PROCESS

4. SENDER ENCODING CHANNEL RECEIVER DECODING
FEEDBACK
(MESSAGE)

5. Elements of communication
 Sender – It is the person who intends to make contact
with the objective of passing the message to other
persons.
 Message – This is the subject matter of the
communication which is intended to be passed to the
receiver from the sender.
 Encoding – The process of converting the message
into communication symbols.

6.  Channel – Message encoded into symbols are
transmitted by the sender through a channel.
 Receiver – The person or group to whom the message
is directed.
 Decoding – The receiver translates the words and
symbols used in the message into idea and interprets it
to obtain its meaning.
 Feedback – It is the way of judging the effectiveness of
the message.

7. Modes of communication
• Verbal communication: uses spoken or written
words
• Non verbal communication: Uses other forms
such as facial expression, touch etc
• Electronic communication: using e-mail, sms
etc

8. Verbal communication
Points to consider:
• Pace and intonation: manner of speech
• Simplicity: use of commonly understood words
• Clarity and Brevity: message should be direct and
simple
• Timing and relevance:
• Adaptability: Adjusting according to the behavioral
cues
• Credibility: Trustworthiness, reliable
• Humor:

9. Non verbal communication
Points to remember
Personal Appearance:
Posture and gait:
Facial expression:
Gestures:

10. Types of communication:
• Verbal, non verbal
• One way, two way communication
• Serial communication
• Inter personal or intrapersonal communication
• Mechanical communication
• Physiological communication
• Psychic communication
• Formal, informal communication

11. • Verbal communication:
Language is the chief vehicle of
communication. Through it, one can interact
with other and exchange of ideas will take place
and information can be passed through
• Non verbal communication:
Through gestures, body movements,
posture, facial expressions etc., the ideas or the
processes will be communicated

12. • Interpersonal communication:
It is a process in which the communicator and the
communicate engage in a face to face interaction Ex.
Interviews, group meetings
• Serial communication:
Person to person, the message will be passed like a
chain. Sender pass the message to one person, then that
receiver passes information to other and so on
• Mechanical communication:
By using mechanical devices the communication will
be sent Ex. Internet, web site
• Physiological communication:
If a stimulus received by the body immediately the
brain receives the information and transmits to the
respective organ through the neurons, where it has to be
passed

13. • Psychic communication:
Extra sensory perception occurs i.e., something
which will occur in future. The person perceives and
predicts in advance is called psychic communication
• Formal communication:
Officially organized channels of communication, it
is a delayed communication.
• Informal communication:
Friends, interest groups, like minded people, clique
gossip groups, casual groups, it is a fast communication.

14. Levels of communication
• Intra personal communication
• Interpersonal communication
• Small group communication
• Organizational communication

15. Factors influencing communication
• Development: language, psychological and intellectual
development
• Gender:
• Values and perception:
• Personal space:
• Territoriality: the concept of space and things that an
individual considers as belonging to the self
• Roles and relations:
• Environment:
• Congruence: matching the verbal and nonverbal
aspects of communication
• Interpersonal attitudes

16. Effective communication
Techniques of effective communication
•Listening
•Broad openings
•Restating
•Clarification
•Reflection
•Focusing
•Sharing perceptions
•Silence
•Humor
•Informing
•Suggesting

17. • Listening: Listening is a sign of respect for the
person who is talking and a powerful reinforce of
relationships. It allows the patients to talk more,
without which the relationship cannot progress.
• Broad openings: These encourage the patient to
select topics for discussion, and indicate that nurse is
there, listening to him and following him.
• Restarting: nurse repeats to the patient the main
thought he has expressed.

18. • Clarification: clarify the unintelligible ideas of the
patients.
• Reflection: This means directing back to the patient his
ideas, feeling, questions and content.
• Focusing: The discussion on a topic of importance
• Sharing perceptions: These are the techniques of asking
the patient to verify the nurse understands of what he is
thinking or feeling.
• Silence: This is lack of verbal communication for a
therapeutic reason. Then the nurse’s silence prompts
patient to talk.

19. • Informing: This is the skill of giving
information.
• Suggesting: This is the presentation of
alternative ideas related to problem solving.

20. Barriers in effective communication:
• Personal barriers
– Language
– Mental state
– Personality complexes
– Bias and prejudice
– Impatience
– Inhibition attitude
– Hospitalization
– Cultural factors
– Age and sex
• Physical barriers
• Psychological factors
• Mechanical factors
• Educational difference
• Organizational barriers
• Pathological barriers

21. Nurse patient relationship
• It is an interaction process in which the nurse
fulfills her role by using her professional
knowledge and skill in such a way that she is
able to help the patient physically, socially and
emotionally.

22. Goals of therapeutic communication :
• Establishing a therapeutic provider-client
relationship .
• Identify client’s concerns and problem .
• Assess client’s perception of the problem .
• Recognize client’s needs.
• Guide client towards a satisfying and socially
acceptable solution .

23. Phases of a Therapeutic Relationship
•Preorientation or
preinteraction phase
•Orientation phase
•Working phase
•Termination

24. • Planning stage before an interview
• Create the setting – comfortable, safe
• Prepare for the interaction/relationship –review
patient’s history, diagnosis, review nursing
theory
• Anticipate obstacles, difficulties

25. • Introductions
• Getting to know each other and developing a
degree of trust
• Opening the relationship
• Clarifying the problems
• Structuring and formulating the contract
• Gives patient information about the purpose,
possible goals, and the time frame of the
relationship
• Include the patient as a partner in the relationship

26. • Assess the patient’s problems and needs
• Plan goals and outcomes with the patient
• Develop trust and rapport with the patient
• Demonstrate caring
• Demonstrate that you see the patient as an
individual

27. • Exploring and understanding the thoughts and
feelings
Empathetic listening and responding
Respect
Genuineness
Concreteness
Confrontation
• Facilitating and taking action
• Evaluate intermediate outcomes
• Re-plan if necessary; think of alternative solutions
• Implement alternative solutions

28. • Occurs when goals have been reached or
referral is advisable
• Nurse and patient examine meaning and value
of the relationship
• Feelings are discussed
• Plans for follow-up are made, if necessary
• Anticipatory guidance and/or teaching should
be done or repeated
• Evaluation of outcomes
• Summarization of the relationship and the goals
achieved

29. Dimensions Of Helping Relationship
There are five dimensions and are
foundational aspects of building healthy and
productive relationships with clients in need of
service.

30. • Empathy :Empathy is described as the ability to
understand the clients condition in a way that you as
the helper can relate the experience to your own life.
• Respect: Helping professionals should have an
amount of respect for the client that affords them a
feeling of being listened to and acknowledged.
• Genuineness: A certain amount of self-disclosure
may be necessary to let the client know that you are
approachable and available to discuss matters
pertaining to the relationship.

31. • Concreteness: Being clear about the nature of the
relationship you are entering into is one way to establish a
sense of concreteness. In addition to defining the helping
relationship, it is important to provide tangible ways the
client can ascertain the effectiveness of the treatment or
service.
• Warmth: Warmth is an important aspect of the helping
relationship. Tone of voice and eye contact can greatly
improve one's warmth factor.