Chapter 3Communication Skills
Definition of Communication communication is the process of passing information and understanding from one person to another.” In simple words it is a process of transmitting and sharing ideas, opinions, facts, values etc. from one person to another or one organization to another . Communication is an exchange of information. The more complex the information or concept, the more difficult the task
Communication Skills Assessment Assessment of communication skills can tell you what you may need to do to be a better communicator. Ways to improve communication skills Learn about how people communicate Practice sending clear messages Practice listening to messages from others Learn about how to communicate with people who have special needs Ask friends and teachers for constructive criticism
Components of Communication Verbal Language expressed in speaking and writing Seven parts Source or sender Encoder Message Channel Decoder Receiver Feedback
Components of Communication Verbal communication can be One-way Two-way Multidirectional
Components of Communication Vocal Communication The sound and tone of your voice Habits can reduce your effectiveness as a speaker Clear speaking is a learned skill Study the way you speak Face the person you are addressing Use words you are comfortable with Words, tone, rhythm, inflection, and posture work together
Components of Communication Nonverbal Communication Includes signs, signals, and symbols Includes body language Facial expressions Posture Body position Other actions that do not use words
The Process of Communicating Sending the Message Information communicated from or to you Think through electronic messages to avoid misunderstandings and misinterpretations Use the method most appropriate to the situation Speaking Use correct vocabulary, grammar, medical terminology, and abbreviations
The Process of Communicating Speak clearly Use good judgment Express confidence Listen without interrupting Use accurate descriptions Follow guidelines to improve quality of message
The Process of Communicating Writing A significant way of communicating information in health care Charting as a direct influence on patient care Give facts, not opinions Use approved abbreviations
The Process of Communicating Receiving the Message Reading An important vehicle for conveying information and ideas Essentials of effective reading How fast you read? How well you understand what you read?
The Process of Communicating Observe how you read Changing poor reading habits will make learning easier Building a good vocabulary is an excellent way to improve comprehensive Common language Medical terms
The Process of Communicating Listening Receiver’s role is to listen. Hearing and listening are two distinct activities. Hearing is biophysical Listening is an active process Effective listening skills are necessary and a major part of your expertise as a nurse. A good listener gains the confidence of the speaker.
The Process of Communicating Egocentricity conflicts with needs for nurses to be exceptional listeners Three steps to good listening Focus attention on the speaker and what is being said Interpret what is said to understand Restate what you thought you heard Being a good listener means being receptive and open, but not playing the role of advisor
The Process of Communicating Listen without interrupting Ask questions to show interest related to what is being said Be courteous, interested, and nonjudgmental Ineffective communication skills can lead to errors in patient care.
Communicating with Patients Pay close attention to what patients say, and how they say it Avoid frivolous conversations Respect patients and address them as they prefer Be honest to develop trust Ask questions requiring more than “yes” or “no” Restate what you thought you heard
Communicating with Patients Use clarifying phrases Have a purpose to your communication Keep confidentiality Write down important facts and instructions Show by nonverbal communication that you have time and want to listen
Communicating with Patients Communicating Empathy Nursing requires providing emotional support, encouragement, and understanding. Learn to provide compassionate care without emotionally exhausting yourself. Conservation of physical and emotional energy helps avoid exhaustion and loss of interest. Empathy is intellectually but no emotionally identifying with feelings, thoughts, or attitudes of another person.
Communicating with Patients Sympathy goes beyond empathy because it involves an emotional response. Being empathic helps to keep distance so you can think and act in your patient’s best interest. Being empathic helps to conserve emotional energy.
Communicating with Patients Blocks to Effective Communication Avoid using techniques that prevent knowing what and how the patient feels and thinks Nonverbal barriers Changing the subject Stereotyped responses Personal bias Asking “yes” or “no” questions Belittling feelings or expressing disapproval
Communicating with Team Members Physicians Have all information needed to describe a situation Give facts, not personal opinion unless asked Use tact to clarify written or verbal communication Supervisors Supervisor and legal liability for your actions All rules for good communication apply to this relationship
Communicating with Team Members Nursing Team Members Good communication skills reduce misunderstandings and conflicts. Good communication is necessary in planning and implementing nursing care. Maintain a professional attitude Show respect for the opinion of others If you offend someone, apologize
Communicating in Special Situations Communicating with Culturally Diverse People Avoid confusing or offending another person A chance to learn about other cultures and people Cultural Competence Understand your own cultural values and biases Respect the culture of others Have an interest in learning about others Have the ability to avoid judging others’ behavior
Communicating in Special Situations Communicating with Non-English Speaking People Use printed information in other languages Broadcast informational television in different languages Use interpreters Know interpreter’s educational level Watch for nonverbal cues
Communicating in Special Situations When communicating without an interpreter Don’t shout Greet the person by name Give your name while pointing at yourself Pantomime actions or procedures Use preprinted list of phrases Determine understanding of words, other languages Use simple words and phrases
Communicating in Special Situations Communicating with Hearing-Impaired People Speak slowly and face the person Don’t move your head or position yourself too far away Repeat to clarify Use bright lighting Eliminate background noise Make use of technology to assist in communication
Communicating in Special Situations Communicating with Vision-Impaired People Speak in a normal tone of voice Announce yourself when entering a room State your name and the person’s name Continue talking as you work Say what you are to do before you do it Tell patients before you touch them
Communicating in Special Situations Tell patient what foods are on the tray and where they are located Put needed items within reach and tell where they are Keep room free of clutter Don’t move furniture without telling Use vocal tones to convey feelings associated with the conversation
Communicating in Special Situations Communicating with Speech-Impaired People Be patient when communicating If the person can write: Provide paper and pencil or computer Look at the patient as she writes the message Don’t allow interruptions Don’t be distracted
Communicating in Special Situations Encourage pantomiming thoughts Don’t shout Take time to determine what the patient needs Use picture cards to communicate basic needs Ask other members of the team for tips and techniques
Question Is the following statement true or false? Sending a message requires using signs, signals, and symbols.
Answer False Rationale: Signs, signals, and symbols are part of nonverbal communication and are not always required when sending a message.
Question Which of the following is true about listening? A. Listening is biophysical B. You must interrupt to understand C. Restate what you thought you heard D. Change the subject to a more pleasant one
Answer C. Restate what you thought you heard Rationale: Restate what you hear to better understand what has been said. Listening is an active process involving the mind. You should listen without interrupting. Do not change the subject.
Question Is the following statement true or false? Empathy is understanding intellectually the feelings, thoughts, or attitudes of another person.
Answer True Rationale: By understanding intellectually and not emotionally, you will avoid emotional exhaustion and loss of interest.