The Communication Process PDF

The Communication Process Therapeutic Communication Skills NRS351  Introduction Communication is the fundamental element of the nurse-client relationship, client teaching, case management, staff development, and all the activities performed by nurses....

The Communication Process Therapeutic Communication Skills NRS351  Introduction Communication is the fundamental element of the nurse-client relationship, client teaching, case management, staff development, and all the activities performed by nurses. In order to be an effective communicator, the nurse must be aware of the different levels on which communication is conducted between nurses and clients and among members of the health care team. What is communication? Definition: the process of transmitting thoughts, feelings, facts, and other information, includes verbal and nonverbal behavior. 93% of communication is non-verbal which includes body language, attitude, and tone. 7% are actual words said or verbal.  Purpose of Communication To establish positive nurse-patient relationships. To be effective in expressing interest/concern for patient/family To provide health care information To communicate with colleagues To change behavior To ensure understanding To get and give information To persuade others. Key Aspects of Communication Active Listening – most important Empathy Respect Genuineness Using touch Using silence Paraphrasing and clarifying Culturally sensitive In nursing, communication is the vehicle for establishing a therapeutic relationship with a client. Components of the communication process It has the following main components: Sender (source) Message (content) Channel (s) (medium) Receiver (audience) Feedback (effect) The Sender I. The Sender has an Idea to Communicate. The sender simply has something they want to communicate to someone else. This idea to be communicated can be the result of thought or feeling and can be influenced by the circumstances of the current situation, as well as the sender’s mood, physical condition, culture, heritage, or background. II. The Sender Encodes the Idea in a Message. To encode the idea means to put the idea into some form that can be communicated. The sender puts the idea into spoken or written words,or perhaps into hand gestures, body movements, or facial expressions. The message The information being communicated (the content). Messages may be verbal, nonverbal, written materials, and artistic. The channel A particular means, or medium, by which the sender sends the message. The sender can choose to use a telephone, speak face-to-face, write on paper or electronic tablet, send a fax or an email, draw a picture, use body language, make facial expressions, or use hand gestures. Sometimes the channel can be disrupted by noise. Refers to anything that hampers any stage of the communication process. Noise can come in different forms: Physical pain, discomfort, Fear, anxiety, and Language barrier. Not being interested in the subject, Hearing or sight impairment. The effective communicator, however, will always try to minimize noise and ensure that conditions are optimal to send the message by the medium they have chosen. The Receiver A person or group for which the message is intended. The receiver must then make some sense of the message. To do this, the receiver must decode the message, that is, translate the original message from its encoded form into a form that the receiver understands. Feedback The receiver understands the message and sends feedback to the sender (something like I received and understand your message). It can be verbal or non-verbal. Feedback eliminates misunderstandings, ensures that messages are correctly interpreted.  Factors affecting communication Language. Perception: is a person’s sensing and understanding of the world. Cultural Context: Because behavior is learned, nonverbal communication varies from culture to culture. Space and Distance. Time. Modes of communication 1. VERBAL MESSAGES. 2. NONVERBAL MESSAGES. Verbal Messages Verbal messages are messages communicated through words and language, either spoken or written.  Nonverbal messages Nonverbal messages are messages communicated without words, that is, through body language. It include: A. Facial Expression Facial expressions give clues that support, contradict, or disguise the verbal message. Many types of feelings and reactions are reflected in a person’s face. B. Posture Posture indicates anxiety, relaxation, and negative or positive self-image. Leaning forward usually indicates interest; leaning backward may communicate aversion or rejection. C. Gestures Gestures refer to the movement of body parts. Shrugging the shoulders, waving the hands, tapping the feet—all add a distinct dimension to verbal communication. D. Touch Confused: They may misinterpret the intent of the touch. Aggressive: They may see the touch as a threat and lash out. Suspicious: They may think the touch is harmful. Victims of abuse: They may be frightened by touch. E. Physical Appearance and Artifacts. Physical appearance and artifacts (specific types of nonverbal messages that include items in the client’s environment, grooming, or use of clothing and jewelry) convey nonverbal messages that enhance or detract from the spoken words. LEVELS OF COMMUNICATION  Intrapersonal Level: Intrapersonal communication consists of the messages one sends to oneself, including self-talk, or communication with oneself.  Interpersonal Level Interpersonal communication is the process that occurs between two people either in face-to-face encounters, over the telephone, or through other communication media.  Group Level: Group communication occurs when three or more people meet in face-to-face encounters or through another communication medium, such as a conference call or webinar. Barriers to Effective Communication Personal values and expectations Personality differences. Culture and ethnicity. Gender. Differences in language. Differences in schedules and professional routines. Differences in requirements, regulations, and norms of professional education. Thank you!