Communication Course Packet 03 PDF

COURSE PACKET 03 Communication LM-MIDP0100-03 Prepared by: Earl Meggan E. Suaberon, RM, Introduction: Communication is simply the act of transferring information from one place, person or group to another. Every communication involves (at least) one sender, a message and a recipient. T...

COURSE PACKET 03 Communication LM-MIDP0100-03 Prepared by: Earl Meggan E. Suaberon, RM, Introduction: Communication is simply the act of transferring information from one place, person or group to another. Every communication involves (at least) one sender, a message and a recipient. This may sound simple, but communication is actually a very complex subject. The transmission of the message from sender to recipient can be affected by a huge range of things. These include our emotions, the cultural situation, the medium used to communicate, and even our location. The complexity is why good communication skills are considered so desirable by employers around the world: accurate, effective and unambiguous communication is actually extremely hard.  Communication Communication is the transfer or exchange of thoughts, information, ideas, and feelings by speech, writing, or signals between at least two people. Interesting Info... “On the job, the average employee spends about 45% of his communication time listening, about 30% speaking, about 16% reading, and about 9% writing.” George Bell Principles of Good Effective communication Communicatio Effective communication takes place only n when the listener clearly understands the message that the speaker intended to send. A speaker’s message must be delivered clearly. A listener must be an active listener. Applicable to both written and verbal communication  Benefits of Effective Communication Quicker problem solving Better decision making Steady work flow Strong business relations Better professional image  Completeness The 7 C’s of Communicatio Conciseness n Consideration Concreteness Clarity Courtesy Correctness  The communication must be complete. 1. It should convey all facts required by the audience. Completeness The sender must take into consideration the receiver’s mind set Features: No crucial information is missing Gives additional information Leaves no questions Check for five Ws & one H for completeness : Who –What –When –Where –Why and –How  It means wordiness - communicating what you want to 2. convey in least possible words. Features: Conciseness Highlights the main message Avoids using excessive and needless words. Provides short and essential message in limited word. “Use single words in Message becomes appealing and comprehensible to the place of phrases. Even audience. Winston Churchill Message is non-repetitive in nature. made extensive use of simple, one syllable Eliminate Wordy Expressions words.”  Implies “stepping into the shoes of others”. 3. Take note of audience’s view points, background, Consideration mind-set, education level, etc. Envisage your audience, their requirements, emotions and problems. Do not hurt self-respect and emotions of audience. Modify your words to suit the audience’s needs Features : Emphasize on “you” approach. Show optimism towards your audience. Empathize and exhibit interest in audience to stimulate a positive reaction 1. Be particular and clear rather than fuzzy and general. Concreteness It strengthens the confidence. Concrete messages are not misinterpreted. Features:  It is supported with specific facts and figures.  Make use of words that are clear and that build the reputation.  Clarity emphasize a specific message or goal at a time, 5. rather than trying to achieve too much at once. Clarity Features: It makes understanding easier. Clarity of thoughts and ideas enhances the meaning Example : Use simple words Subsequent later Accede agree Endeavour try Supersede replace Disclose show  Shows sender’s expression and respect to the 6. receiver. Courtesy The sender of the message should be sincerely polite, judicious, reflective and enthusiastic. Features:  Taking into consideration both viewpoints and feelings of the receiver.  Courteous message is positive and focused at the audience.  Use terms showing respect for the receiver of message.  Features: 7.  The message is exact, correct and well-timed. Correctness  Correct communication, boosts the confidence level.  Correct message has impact on the audience/readers.  Precision and accurateness of facts and figures given importance  Use appropriate and correct - The right form of language, accuracy and acceptable words  Select the right level of language for your communication either Implies there are no formal or informal.  Realize that formal language is most often used in business grammatical errors in communication. communication.  Check for correct figures, facts, and words.  Apply the principles of communication to your writing. Types of Communication 1. One-way Communication 2. Two-way Communication 3. Verbal Communication 4. Non-verbal Communication 5. Formal Communication 6. Informal Communication 7. Inter-personal Communication 8. Intrapersonal Communication 1. One-way Communication One way communication is characterized by absence of feedback from the receiver. 2. Two-way Communication Two way communication involves active feed-back from the receiver to the sender to ensure that the receiver has understood the message in the same sense that sender intends to convey. 3. Verbal Communication Verbal communication involves the use of symbols that generally have universal meanings for all who are talking part in the process. Types of verbal communication : a) ORAL COMMUNICATION is that channel of communication in which message is transmitted in spoken form. b) WRITTEN COMMUNICATION is that in which information is exchanged in the written or printed form.  4. Non-Verbal Communication Transmission of meaning other than oral or written words. This transmission can be through facial expression, body posture, eye contact etc. TYPES OF NON-VERBAL COMMUNICATION: a) KINESICS: it is the study of body movements to judge inner state of emotions expressed through different parts of the body. b) FACIAL EXPRESSIONS c) GESTURES - a movement of part of the body d) POSTURES 4. Non-Verbal Communication e) PROXEMICS – human distances / interpersonal distances f) PARALANGUAGE It involves the study of voice quality, volume, speed rate and the manner of speaking beyond the words. E.g. shaky voice reveals nervousness, clear voice reveals confidence, broken voice reveals lack of preparation etc.  5. Formal Communication Formal communication is communication structured on the basis of hierarchy, authority & accountability. Types of Formal Communication : 1. UPWARD COMMUNICATION: Sending of message from subordinates to superior 2. DOWNWARD COMMUNICATION It is the flow of information from superior to subordinate in the organizational hierarchy. 3. HORIZONTAL COMMUNICATION It refers to the horizontal flow of message among colleagues. 6. Informal Communication Informal communication is relatively less structured & spontaneous communication arising out of day to day routine & meetings among people. 7. Inter-personal Communication Interpersonal communication is communication among two or more persons. It is an important element of the organization. 8. Intrapersonal Communication It is internal dialogue occurring within the mind of an individual. It may be clear or confused depending upon the individual’s state of mind. “Commmunicati on is the heart of transmitting knowledge, ideas, information and thoughts from one person to another.” Five Elements of Communication 1. The Situation 2. The Sender 3. The Receiver 4. The Message 5. The Purpose of the Message 1. The Situation The situation that requires communication includes what is happening and where it is happening. As the situation changes, the types of communication activities may change too. 2. The Sender The sender is the person who is speaking or writing. The background, experience, attitudes, and skills of the sender always affect the message. 3. The Receiver The receiver of the message could be one person or thousands of people. The receiver of the message is also known as the audience. Audiences can be divided into two groups: specialists and the general audience. 4. The Message The message is the information and ideas relayed by the sender to the audience. Some examples: radio announcements, memos, letters, photographs, phone calls, speeches, CDs, messages, facial expressions, cartoons, maps, catalogs, etc. 5. The Purpose Messages that are sent to both specialists and general audiences can have many purposes. The purpose can be to: - Socialize (small talk or inquiries about personal interests) - Inform (about a situation, need, problem, or success) - Persuade (to make a decision, revise an opinion, or take an action) Effect of the Communication is effective if Message something happens as a result—but not just any something. The something that happens must accomplish the sender’s purpose. If, for example, you fax a letter to a customer asking her to pay a bill immediately, and a check arrives two days later, you have communicated effectively. Culture and Communication  In analyzing the audience, one important consideration is the audience’s cultural background.  Many factors shape cultural backgrounds Examples: The region of country or world where raised Religion Race Gender Age, etc Factors Affecting Effective Communication 1. Status / Role 8. Individual Perceptions 2. Cultural Differences 9. Atmosphere / Noise 3. Choice of 10. Clarity of Message Communication channels 11. Lack of Feedback 4. Lengths of Communication 5. Use of Language 6. Disabilities 7. Known or Unknown Receiver 1. Status / Role The Sender and receiver of a message may be of equal status within a hierarchy or they may be at different levels, This difference in status sometimes affects the effectiveness of the communication process. 2. Cultural Differences Cultural differences, both within or outside the organization may impede the communication process. 3. Choice of Communication Channel Before you choose your communication channel you should ask yourself whether the channel is appropriate for particular purpose and the person/receiver you have in mind. 4. Length of Communication The Length of the message also affects communication process. You need to be sure that it serves the purpose and appropriate for the receiver. 5. Use of Language Poor choice of words or weak sentence structure also pampers communication. The same goes for inappropriate punctuation. For Example : Women, without her, man is nothing Women, without her man, is nothing. 6. Disabilities You may need to use hearing aids, sign languages, minifying systems and symbols to alleviate problems caused by disabilities. 7. Known or Unknown Receiver Whether the receiver is known or unknown to you also plays a major role in determining the effectiveness of your communication. A known receiver may be better able to understand your message. 8. Individual Perceptions Sometime the method of communication needs to take into consideration the receivers personality traits, age and preferred style. 9. Atmosphere / Noise / Distraction Our surroundings can sometimes pose as barriers to effective communication – A noisy place usually puts strain on oral communication as both the sender and receiver need to put extra effort to communicate. 10. Clarity of Message Is the message conveyed in a clear or ambiguous manner 11. Lack of Feedback Feedback is important as it enables confirmation of understanding to be made by both parties. CONCLUSION: “Effective Communication is giving, receiving or exchanging of information, opinions or ideas so that the message is completely understood by everybody involved.” TECHNIQUES OF COMMUNICATION 1. OBSERVING Observing is made by the midwife of wringing of hands, wiping perspiration, dry lips , speaking in a very low tone. The nurse is making observation of a nonverbal communication. TECHNIQUES OF COMMUNICATION 2. LISTENING As the patient is talking, the midwife responds by nodding her head, of by saying. Yes I follow what you told me.  TECHNIQUES OF COMMUNICATION 3. RESTATING The midwife restates or repeats what the patient has been saying.it can be in the form of a question or a statement. For example: Patient: My children are going through a financial problem because am sick Midwife: Your children are going through a financial problem because you are sick The midwife is restating the statement to increase the patient’s awareness of his children’s suffering due to his sickness.  TECHNIQUES OF COMMUNICATION 4. VALIDATING It is a technique which the midwife uses to confirm the accuracy of data or information given by the patient. For Example: Patient: I get very upset when my husband beats me if I talk anything against my mother-in –law. Midwife: Yes, it makes sense that you get upset when your husband beats you own complaining against your mother-in –law. I wonder if you would like to explain further. The midwife is validating the appropriateness of the feelings of being upset about the patient’s husband beating her.  TECHNIQUES OF COMMUNICATION 5. REFLECTING In reflection the midwife highlights the affective content of the patient ‘s communication that is the feeling or attitude which is implicitly expressed. For Example: Patient: I am very angry with my wife. Midwife: it sound that you are really angry with your wife. The midwife use of reflection helps the patient to make further or additional clarification about the statement. TECHNIQUES OF COMMUNICATION 6. Providing personal, social and therapeutic information increases the patient resources. For example: The midwife inform the patient that a social worker will be here from 10a.m – 1 p.m today , group therapy will be from 2 p.m.to 3p.m.tomorrow. The patient make ask for more information and utilize the opportunity to clarify doubts.  TECHNIQUES OF COMMUNICATION 7. CLARIFYING The midwife’s formulation of a patient ‘s statement or expression of feelings in clearer terms without indicating approval or disapproval. For example: Patient: I am very sad today. Midwife: You say you are feeling very sad today.Would you elaborate what is happening? Explanation given by the patient will clarify further what is making him feel sad.  TECHNIQUES OF COMMUNICATION 8. PARAPHRASING In paraphrasing, the midwife restates whatever she has heard from the patient. For example Patient: Sister, all my friends and relatives point out that I will never be able to look after my family members. that makes me depressed Midwife: I hear you saying that whenever you meet any one, your friends and relatives they point out that you will always remain sick and will be no good to your family. This makes you more sad. The midwife’s paraphrasing gives a feeling to the patient to test whether she has understood what he want to communicate. TECHNIQUES OF COMMUNICATION 9. PINPOINTING The midwife pays attention to certain consistent statements, made by the patient. She pinpoints the difference in what the patient says and what he does Midwife: So you and your father don’t agree to the girl you want to be marrying. The midwife may point out “You say you are sad ,but you are smiling “ TECHNIQUES OF COMMUNICATION 10. LINKING The midwife try to link the patient’s two events, feelings or persons together. Midwife; you fight with your wife because her friends visit her too frequently and you feel neglected. TECHNIQUES OF COMMUNICATION 11. QUESTIONING Question in communication is used when the midwife want clear information. Too many question should be avoided. The midwife can use open – ended or close –ended questions. close ended questionnaire with the answer of ‘yes’, or ‘no’,’right’or ‘wrong’. Open ended question gives more chance for the patient to speak. TECHNIQUES OF COMMUNICATION 12. FOCUSING Concentrating on one single point Midwife: since when did you start taking alcohol? Patient: 20 years Midwife: how did you start taking it? TECHNIQUES OF COMMUNICATION 13. SHARING The midwife think about the patient other than time she looks after him. She may evaluate whether their interactions are helping the patient. She may say: ”I was thinking of you yesterday “. This is definitely a gesture of warmth and thinking caring. The patient may also feel that the midwife is caring for him. TECHNIQUES OF COMMUNICATION 14. SUMMARIZING In summarizing the midwife highlights the main them of what has been discussed. Summarizing is useful in focusing the patient’s attention on what he has discussed if he would like to add or delete anything. Communicatio n Process Communicatio n Process Barriers of Commun ication 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 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 VIII. Communication Process-Related Barriers Unclear & conflicting message Stereotypical approach Inappropriate channels Lack of or poor feedback  Midwife-Client Interaction: A therapeutic midwife-patient relationship is defined as a helping relationship that's based on mutual trust and respect, the nurturing of faith and hope, being sensitive to self and others, and assisting with the gratification of your patient's physical, emotional, and spiritual needs through your knowledge and skill. This caring relationship develops when you and your patient come together in the moment, which results in harmony and healing. Effective verbal and nonverbal communication is an important part of the midwife-patient interaction, as well as providing care in a manner that enables your patient to be an equal partner in achieving wellness. Here are some tips to consider: 1. Introduce yourself to your patient and use her name while talking with her. A handshake at your initial meeting is often a good way to quickly establish trust and respect. Here are some tips to consider: 2. Make sure your patient has privacy when you provide care. Be sure that her basic needs are met, including relieving pain or other sources of discomfort. Here are some tips to 3. Actively listen to your patient. Make sure you understand her concerns by restating consider: what she has verbalized. For example, "Mrs. Smith, you mentioned that you were concerned that your bone pain won't be addressed in a timely manner?" However, don't use restating too much in a conversation because it can be perceived by your patient that you aren't really listening to her. Be real, showing your genuine self when communicating with her. Here are some tips to 4. Maintain eye contact. consider: Remember, too much eye contact can be intimidating. Smile at intervals and nod your head as you and your patient engage in conversation. Speak calmly and slowly in terms that she can understand. Your voice inflection should say "I care about you." Here are some tips to consider: 5. Maintain professional boundaries. Some patients need more therapeutic touch, such as hand-holding and hugging, than others and some patients prefer no touching. Always respect differences in cultures. Here are some 6. You can help your patient achieve tips to harmony in mind, body, and spirit when consider: engaging in a therapeutic relationship based on effective communication that incorporates caring behaviors. It's a win- win situation in which you and your patient can experience growth by sharing "the moment" with each other. Thank You!