Communication Skills And Health Education Course (NURS 315-2) PDF

COMMUNICATION SKILLS AND HEALTH EDUCATION COURSE (NURS 315- 2) Chapter 1 Introduction to communication 1 Objectives 1. Define communication 2. List the objectives/aims of comm...

COMMUNICATION SKILLS AND HEALTH EDUCATION COURSE (NURS 315- 2) Chapter 1 Introduction to communication 1 Objectives 1. Define communication 2. List the objectives/aims of communication 3. Mention the Models of Communication 4. Describe communication process and its’ elements 5. Explain the principles of communication 6. Discuss the barriers for effective communication 7. Discuss effective communication skills Outline Importance Definitions Objectives /Aims Models Process and Elements Principles Barriers Effective communication skills Conclusion Reference Communication, Importance and definition Communication Communication is the process of sharing our ideas, thoughts, and feelings with other people and having those ideas, thoughts, and feelings understood by the people we are talking with. When we communicate we speak, listen, and observe. The way we communicate is a learned style As children we learn from watching our parents and other adults communicate. Communication As an adult we can learn to improve the way we communicate by observing others who communicate effectively, learning new skills, and practicing those skills. The ability to effectively communicate at work, home, and in life is probably one of the most important sets of skills a person needs. The importance of communication is immense in health care sector as it directly affect patient care quality.  Importance Effective communication – Crucial for success of individuals and organizations. – Requires the communicator to translate messages in a way specifically designed for intended audience. Human nature to assume - when we communicate we are doing so effectively, and that if anything goes wrong consequently the responsibility for that must rest with the recipient. Communication is a skill and like any skill it requires practice. Remember …… – Message intended to be communicated is likely to be misunderstood. In healthcare communication affects teamwork, patient satisfaction, patient safety, patient management, compliance with treatment, level of anxiety, job satisfaction and efficiency  Definition Communication is the successful transfer of a message and meaning from one person or group to another. Is a process of transmitting ideas, information, attitudes by the use of symbols, words, pictures, figures from the source to a receiver for the purpose of influencing with intent in a social context. Terms: – Process: suggests that the components of interaction are dynamic in nature Objectives/aims of communication Human Relations Empathy Persuasion Understanding Information To influence To foster attitude Free exchange For suggestions and Complains To discourage Misinformation  Communication Process Models of Communication: 1- Linear Model: sender---message---receiver 2- Interactive Model.  Process of Communication Major elements of communication process – Referrent – Sender – Message or ideas – Encoding – Communication channel – Receiver – Decoding – Feedback  3 6 1 2 4 5 7 Elements of communication process 1.Referent The referent motivates one person to communicate with the other. In health are setting, sound, sight, odour or any other cues initiate communication 2.Sender – The person who transmits the message with the intention of passing information and ideas to others. He is the driving force to change the behaviour of the receiver. CONCEPTUALIZE Elements of communication process 3. Message – A piece of information, verbal or written, to be passed from one person to the other. – This is the subject matter of the communication. – This may be an opinion, attitude, feelings, views, orders, or suggestions. Elements of communication process 4.Encoding (Communication Symbols) – Conversion of subject matter into these symbols is the process of encoding. – The subject matter of communication is theoretical and intangible – Encoding process translates ideas, facts and opinions to symbols, words, actions, pictures etc.  Elements of communication process 5.Communication Channel – The person who communicates has to choose the channel for sending the required information or ideas – The channels of communication are many : post office, internet, radio, television, mobile phone network, books, newspaper, in the forms of a letter, an email, face to face talk etc. – It may be auditory, visual or kinesthetic like touch, feel while giving care etc Elements of communication process 6. Receiver – Receiver is the person who receives the message or for whom the message is meant for. – It is the receiver who tries to understand the message in the best possible manner in achieving the desired objectives. INTERPRET  Elements of communication process 7. Decoding – The person who receives the message or symbol from the channel decodes the message – Translation of the encoded message into ordinary understandable language to get the meaning of the message Elements of communication process 8. Feedback – Feedback is the process of ensuring that the receiver has received the message and understood in the same sense as sender meant it. – Receiver to sender  Elements of communication process 9.Interpersonal Variables These are the factors within both sender and receiver that influence communication. They may be perception, socio-cultural background, developmental level, illness etc Elements of communication process 10.Environment It is the setting of sender – receiver interaction. It should meet the physical, emotional comfort and safety of both sender – receiver.  Principles of Communication Selection and determination of appropriate medium and language in accordance with the purpose of Communication Timing, physical setting and organizational climate should be appropriated to convey the desired meaning of message conveyed by words Consultation with signification others for planning of communication Principles of Communication The basic content and overtones of the message as well as receptiveness to the view point of the receiver influences the effectiveness of communication The messages should convey something of value to the receiver in view of his/her needs, interests whenever possible. Feedback from the receivers will help in effective communication Communication while meeting the immediate needs of the situation should be consistent with the long term goals and interest of the organization. Principles of Communication The sender’s action following the communication is important for effective communication 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 understood by the receiver. Communication Barriers Organizational : Policy, rules and regulations, facilities, Complex Organization, Status and position Semantic: Badly expressed language, Jorgen Language, unclarified assumptions, translational errors Personal : Attitude, distrust, message overload Psychological: Fear, anxiety, anger, confusion, lack of interest Physical: Physical Health, poor Hearing, Environmental Disturbance, Distance Barriers of Communication…… Mechanical Barriers : Defective machines, interruption, power failure Cross – Cultural Barrier: Ethnic, religious , social differences, ethics, values, traditions, political influences etc Perceptional Barriers: Low IQ, Lack of knowledge on the language, unclear, incomplete message from sender, lack of experience etc. Interpersonal and Gender barriers:  Communication process related barriers Communication process is susceptible to many barriers. Recognizing barriers to effective communication is a first step in improving communication style. Types – Encoding – Transmitting – Decoding Barriers Encoding barriers – Include lack of sensitivity to receiver, lack of basic communication skills, insufficient knowledge of the subject, information overload and emotional interference. Transmitting Barriers – Include physical distractions like noise, conflicting messages, channel barriers, and long communication chain  Barriers Decoding Barriers – Include lack of interest, lack of knowledge, lack of communication skills, emotional distractions and physical distractions. Responding Barriers – Include no provision for feedback or inadequate feedback. Effective Communication Skills  Guidelines for effective communication Ambiguity Audience Avoid extremes Conditions/settings Clarity of ideas Emphasis on purpose Gestures and tones Feedback Ideas Purpose Effective communication skills – Active listening Way of listening and responding to another person that improves mutual understanding overcoming communication barriers. Five levels of active listening – Use of basic acknowledgements – Attentive silence – Questions – Paraphrasing – Mirroring and reflecting meanings. Effective communication Skills – Understanding body language In a message, words are effective carriers of factual information. When emotions are engaged they should receive primary attention and they are mostly carried by non-verbal elements. Understanding, being able to read body language - most important skill Include focusing attention on the important clues, noting discrepancies in body language, being aware of own feelings, and reflecting back the feelings to sender. Effective communication skill- Improve speaking Speakers should know what they mean Express it clearly with respect and sensitivity Check or build the common understanding of the words used Use de-escalatory language Resist the temptation to make personal attacks and accuse Understand feelings Express emotions, feelings and thoughts through appropriate words and actions and assertive behavior Conclusion Communication is a dynamic process that involves seven steps(sender, message, encoding, channel, receiver, decoding, feedback) it take place in an environment that may produce noise. Therapeutic communication is a communication type take place in caring facilities with a purpose of health care provision  For reference , follow the steps below to refer the e- book 1. https://www.jaypeedigital.com/home 2. Communication and Education Technology 3. Nursing Communication and Educational Technology By: Pramilaa R (2010) Edition : 1/e 4. Chapters Chapter-01 Communication, page 1 to 23