Types of Communication PDF

TYPES OF COMMUNICATION * www.gmu.ac.ae COLLEGE OF ALLIED HEALTH  Learning objectives End of the lecture, the students will be able to Understand types of communication Describe the elements of c...

TYPES OF COMMUNICATION * www.gmu.ac.ae COLLEGE OF ALLIED HEALTH  Learning objectives End of the lecture, the students will be able to Understand types of communication Describe the elements of communication Explain nonverbal communication with examples Understand the use of effective therapeutic communication skills * www.gmu.ac.ae COLLEGE OF ALLIED HEALTH Communication Communication means “successful transmission of an information, plans, ideas, feelings and suggestions of one person to another person or to a group. Elements of communication 1. Source: Source is the person who has the idea, knowledge and message and can transmit it to others; he may be a clinician or a manager, head of department or supervisor. 2. Message: It is the information, which was prepared in order to be easily received by others. 3. Channel: It is the channel through which message will be transmitted from the source to the receiver; it may be visual or auditory (written as conferences, letters, annual reports or telephone). 4. Receiver: Receiver is the destination may be one or group of individuals. Receiver interprets the massage and makes answer to the source Communication Therapeutic communication means “communication between health care professional and the patient or patient’s family or to therapist or other team members that takes place to advance the patient’s well being and care. Steps in communication process Purpose of therapeutic communication Collect patient information that are health related / behaviour related To provide training and assist during training Provide feedback to patient / family members / therapist / team members Steps in communication process Method of human interaction Single or group Planned or unplanned Verbal or nonverbal Methods used for encoding Verbal - Spoken words Nonverbal - written words, Symbols, Gesture – hand gesture, body movement , facial expressions Steps in communication process Methods of channel delivery Verbal by face-to-face, telephone Written by paper(words /drawing/ print), email, fax…. Gesture by expression by hand, face, body Steps in communication process Translate original message Need good listening skill Factors affecting decode Noise due to environment Noise due to receiver physical sensation Noise due to receiver’s psychological status Steps in communication process Receiver produce appropriate response in following steps Verify the message Either reply immediately as message understood and what action will be taken by the receiver Or produce appropriate response and communicate to sender at time and circumstances that are convenient to receiver. Non-verbal communication Introduction Communication behavior without linguistic content (Knapp & Hall, 2010) Is it important? 7% Verbal 38% Way words are said 55% Facial expressions Purpose Coordinating speech Signaling interpersonal orientations (e.g., attention, sympathy) Expressing emotions Conveying physiological states (e.g., pain) Non-verbal communication Introduction Kinesics – body movement such as Types gesture, facial expression and gaze patterns Proxemics – physical distance such as personal space, position, posture Touch Non-verbal communication Kinesics – body Gesture include movements of head, movement such as hands, eyes and other body parts. gesture, facial Positive gestures eg: Smiling, gazing, expression and frowning, eyebrow raising, thumbs up, gaze patterns winks, handshakes and fist bumps. Negative gestures – eg: depressive face, (Extremely offensive word or expression - four letter word, to clench one’s fist when expressing hostility) Non-verbal communication Kinesics – body Gestures movement such as Emblematic gestures (e.g., thumb up) gesture, facial Illustrative gesture (e.g., indicate the size of expression and an object) gaze patterns adaptive gestures that satisfy a personal need (e.g., scratching oneself to relieve a sensation of itching), Regulating gestures that coordinate the verbal exchange (e.g., to slightly open one’s mouth and lean forward to manifest one’s intention to speak) Non-verbal communication Proxemics – Posture Arm and leg positions (crossed versus uncrossed), physical distance body orientation (toward the interaction partner or not), such as personal interpersonal distance space, position, Interpersonal distance posture Intimate space = 0 to 18”. We know these people very well Personal space = 1 ½ - 4 feet. We know them, but not intimately. Workspace = 4 – 10 feet. We are comfortable working this close to a co-worker. Public space = 12 feet and more. We prefer this distance with strangers. Non-verbal communication Touch Touch is a very powerful means of Patient contact communication. Therapeutic touch Lightly touching a person’s hand can convey your concern and affection for them. But as with eye contact, the touch must be appropriate, and there are important cultural issues around touch that need to be understood. It’s also important that patient/clients give permission for you to touch them, something we looked at in more detail in consent. Non-verbal communication Other elements Some things you can tell from a Voice person’s: Environment Voice – gender, age, formalized Artifacts education level, ethnicity, state of health, just awakened, part of the country, Physical business or social call, if they know you. characteristics Loudness, voice pitch (low versus high), monotony (versus variations), and speech rate Non-verbal communication Other elements Some things you can tell from a Voice person’s: Environment Environment Artifacts Office or home Smoker or non-smoker Physical Taste in art & education ( what’s on walls) characteristics How organized, inviting ( can you sit down or are their files on chairs) Awards Colors they like, taste in music Need to concern Privacy, safety Non-verbal communication Other elements Generally Voice Clothing – 1st thing we notice. Tells age, Environment conservative or not, profession, sporty, maybe Artifacts religion. Jewelry – wedding ring, necklaces (Mr. T, religious), Physical earrings (how many), types of watches (name characteristics brands) Perfume – 3% of information comes in through olfactory nerve, but stays the longest. Ex. Smell of 1st love’s perfume, grandma’s cooking, skunk on road Beauty aids – make up (Mimi on Drew Carey), hair color (blue, gray, dyed), glasses (look smarter with?) Therapist Something not affect or attract too much others Non-verbal communication Other elements Based on body physique Voice Mesomorph – youth, strength. Body type Environment people want to hire. Artifacts Endomorph – sloppy, lazy Physical Ectomorph – thin, nervous, stingy, characteristics ambitious. Non-verbal communication Outcomes Patient satisfaction Patient trust Patient adherence Patient behavior https://www.youtube.com/watch?v=-1Ba9juSMfM https://youtu.be/SSJFJpk0osU Non-verbal communication Strategies for Smile and maintain appropriate eye contact, but therapist do not stare. Show interest in what the patient is saying and avoid tapping your fingers, gazing out of the window, looking at the clock, yawning, and other nonverbal actions that might indicate that you're bored or in a hurry. Sit when you can and lean forward to show that you're engaged. Don't stand looking down on the patient in a paternalistic stance. Nod your head to show you are listening. Avoid a judgmental or disapproving attitude, and encourage the patient to share relevant and complete information Goals of effective communication Increases the accuracy of message Select optimal channels to heightened perceptions by patients that they are being supported by their therapist. Focused on outcomes of care (physiological and psychological) Reduces the rate of adverse events and medical errors Well protected against complaints and malpractice claims THANK YOU