UNIT:-(l)

THE COMMUNICATION SKILL

Introduction:-

This is a process in which two or more people can share or exchange their thoughts or responses with each other.

The word communication comes from Latin which means “to exchange information”. Through communication, you can transmit any kind of information from one place to another through various media.

If you want to move forward in any field then communication skills come in handy, under which your effective form is seen and also it is taken care of that how you are through communication skills. Communicate with people and express other emotions. In other words we can say that communication skills are the way to present yourself effectively which should be used.

✅ Definition of communication:-

“Communication is the process of exchanging information, and the process of creating and transmitting meaning between two or more people”.

Sir Obster, a scientist, has given the following definition of communication.

• Communication is the art and science of expressing information through signs, words, gestures,
• Language and emotion in communication can be used to exchange thoughts, opinions, likes
• Expressions of dislikes etc. and can be used to exchange ideas within the country and abroad.

It is the foundation of society and is the most primary aspect of nurse-patient interaction.

✅Communication process: –

1. Sender (source)
2. Message (content)
3. Channel (s) (medium)
4. Receiver (audience)
5. Feedback (effect)

✔ 1. Sender :

The sender (communicator) is the originator of the message. The sender formulates, encodes and transmits the information he wants to convey. The impact of the message will depend on the sender’s communication skills, social status (authority), knowledge, attitude and reputation in the community.

✔ 2. Message:

The message should be specific and complete. And the medium used to convey the message. That medium should be simple and purposeful. That is, the message should be clear and understandable. Also, the presentation should be concise and according to the need.

A message is information in a physical form that a communicator transmits to his audience for them to receive, understand, accept, and act upon. A message can be in the form of words, pictures, or symbols.

The components of a message are:

massage code – any group of words that can be structured in a way that is meaningful to a single person, e.g. language.

message contents – the content of the message, i.e., selected by the source to convey its purpose.

message treatment – the treatment of the message, i.e., the decisions that the source of communication makes in selecting and arranging both the code and the content.

A good message must be:

• In line with objectives
• Meaningful
• Based on perceived needs
• Clear and understandable
• Precise and accurate

✔ 3. Channel of communication:

By channel is meant the “physical bridge” or medium of communication between the medium and the recipient.

Channels can be:

*interpersonal (face to face communication) can be verbal or non-verbal, or

• mass media, TV, radio, printed media etc.

Each channel of communication has its advantages and limitations.

Proper selection and use of channels results in successful communication.

✔ 4. Receiver:

Receives messages from the sender, decodes, interprets the meaning and gives feedback. The receiver is the receiver of the message, which can be an individual, a group or a crowd. These individuals should be polite and honest, so effective communication can only take place if all three of the above are correct.

✔ 5. Feedback:

It is the flow of information from the receiver to the sender, the reaction to the message.

✅ Purposes of communication:-

What are the purpose of communication? (Tell the purposes of communication?)

The purposes of communication are to educate people to maintain health and to promote health and to improve health in particular individuals and communities.

1. To transfer information between all categories of patients and employees.
2. To interpret and implement policies in the organization.
3. To inspire, cooperate and coordinate employees and patients.
4. To improve the nurse-patient relationship.
5. To recruit, select, train and develop employees in the organization.
6. To encourage participation in decision-making.
7. To delegate or decentralize authority.
8. To increase the morale of a group of workers.
9. To ensure patient safety and job satisfaction.
10. To assist in the grievance process and disciplinary action.
11. To inform the community of the services available in the organization.
12. To prepare individuals and the public for the change process.
13. To improve public relations with government and other agencies.
14. To obtain feedback from patients, employees and the public for improvement.
15. To clarify gossip and rumors.

✅ what are the Principles of communication ? (Tell the principles of communication)

Communication should have a purpose and objective.

It should be according to the situation.

A systematic analysis of the message should be done. For example, what is the idea or ideas that are to be conveyed to the people. So that everything becomes clear.

According to its purpose, the appropriate language and medium of communication should be selected and the language should be appropriate

There should be an organizational environment including the right time and physical setting to convey the desired meaning of communication.

Consultation with others should be done for communication planning and special preparation should be made for it.

The message should be valuable to the recipient that can shed light on his needs and interests.

The communication action after communication is important in effective communication because it speaks more than his/her words.

To ensure that the intended meaning of the message is understood by the receiver, the sender must be careful and listen carefully to understand the receiver’s attitude and reaction.

Credibility is very important.

A communication program should use existing facilities as much as possible and avoid challenging them unnecessarily.

✅ Types of communication

1.One way communication

2.two way communication

✔ 1.one way communication:

The flow of communication is “one-way” from the communicator to the receiver. E.g. lecture method

Advantages:

Significantly faster than two-way communication

• Appears neat and efficient to an outside observer.
• Sender is psychologically more comfortable
• Associated with plan-completeness, order, systematization.

Disadvantages:

Knowledge is imposed

Learning is authorized

Little audience participation

No feedback

Little influence on human behavior.

✔ 2.two way communication:

Both sender and receiver participate in it.

• The learning process is active and democratic.
• It is more likely to influence behavior than one-way communication

Mode of communication:

• Verbal communication
• Non-verbal communication

Verbal communication:

The traditional way of communicating by mouth.

Language is the main vehicle of communication.

“Effective verbal communication skills” include

• Clarity and conciseness
• Vocabulary
• Symbolic and semantic meaning
• Pacing
• Timing and relevance
• Humor

Verbal communication also includes written words.

Non-verbal communication:

Communication occurs without words.

Facial expressions

Common verbal communication in health care set-up are :

1. Discussion,
2. Meetings,
3. Suggestions,
4. Advice
5. Announcements
6. Periodical talk between employer and employee,
7. Staff conferences
8. Social gatherings.
9. Employee counseling
10. Records and reports

Standing order

protocols

Handbooks

Manuals

Complaint book

Hospital magazine

Annual reports

Non verbal communication in nursing care delivery:

1. Touch: Touch is an individual behavior and its meaning varies from person to person. Family, regional, class, and cultural influences largely shape tactile experiences. Factors such as age and gender also play a major role in the meanings associated with touch.
2. Eye contact: Communication often begins with eye contact. Eye contact also indicates respect and a willingness to listen and keep the conversation open. Its absence often indicates discomfort and a lack of communication.

3.facial expression: The face is the most expressive part of our body. Facial expressions show anger, joy, surprise, fear and contempt. Some people have extremely expressive faces where others mask their emotions making it more difficult to determine what the person is really thinking. Nurses must learn to control their own facial expressions but they must be good at understanding the emotions of others through their behavior.

4.posture: The way a person holds their body conveys non-verbal messages. E.g. pain, pleasure.

5.gait: A bouncy purposeful walk usually conveys a message of well-being. Less purposeful movements often mean that the person is sad and frustrated.

6.gesture: Gestures can convey numerous messages using different parts of the body.

E.g. a thumps up means victory, kicking something often expresses anger.

7.sounds: Crying, moaning, gasping and sighing are verbal but non-verbal forms of communication. Such sounds can be interpreted in numerous ways. For example, a person may cry because of sadness or joy. Gasping often indicates fear, pain or surprise. Sighing can be a sign of reluctance to do something or a sign of agreement of relief.

Meta communication:

A comment on the literal content and nature of the relationship between the people involved.

It is a message that expresses the sender’s attitude, feelings and intentions towards the listener; which can be verbal or non-verbal.

To determine the importance of communication:

• An important component of nursing practice
• Good communication
• Builds trust between nurses and clients.
• Provides professional satisfaction.
• Is a tool for change, meaning nurses listen, speak, and act to negotiate changes that promote client well-being.
• Is the foundation of the relationship between nurses and other members of the health team?
• Helps promote managerial effectiveness.
• Provides a basis for leadership action.
• Provides a means of coordination.