1. Prepared by /Mofida AL-barrak
ALbarrak 2013
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2. Objectives By the end of this lecturer the trainer will be able to:
Define communication
Explain the communication process.
Discuss goals of communication.
List types of communication.
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3. State factors affecting communication process.
Illustrate qualities of a Good communicator.
Contrast therapeutic & non therapeutic communication techniques.
Recognize characteristics of successful communication.
Prescribe Barriers of communication.
Differentiate different communication style
Continue
ALbarrak 2013
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4. Out lines Communication. Communication process. Goals communication.
Qualities of a Good communicator.
Types of communication
Factors effecting communication process.
Communication skills & techniques.
Characteristics of successful communication.
Barriers of communication.
communication style.
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5. Definite Communication
Is the art of transferring or exchanging information ideas or thoughts easily & correctly through verbal or non-verbal language.
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6. Communication process
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7. The Qualities of a Good communicator
الاحترام والتعاطف مع العميل.
مهارات التواصل الجيد.
التسامح من القيم والمعتقدات المختلفة من المرء.
مواقف منحازة
Respect and empathy for the client.
Good communication skills.
Tolerance of values and beliefs different from one’s own.
Unbiased attitudes.
Patience.
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8. Verbal - Speaking, Listening, Writing, Reading. Nonverbal –
Gestures, Facial Expressions, Posture and Gait, Tone of Voice, Touch, Eye Contact, Body Position, Physical Appearance.
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9. Verbal communication Is what is said and heard.
It is the content of communication
Use an appropriate tone of voice.
Give verbal encouragement.
Ask questions.
Paraphrase.
Seek clarification.

10. التواصل غير اللفظي ينقل الاهتمام والدفء الدعم، والألفة، والموافقة، والحماية، الطمأنينة والاهتمام والتشجيع
Non verbal communication conveys interest ,warmth, support, rapport, protection ,reassurance ,concern & encouragement.
Non verbal communication is often more important than verbal communication. .
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11. Non-verbal communication
Is what is observed & send.
Is often more important than verbal communication
it includes:
Paralanguage : (tone of voice ,volume, stream of talk ).
Kinesis:
(all body languages & facial movement).
Proxemics:
(Distance between sender & receiver ).
Touch.
Cultural arte facts: (Way a person dressed , make up ) .

12. 2. kinesics body languages & facial movement
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13. Even if someone decides to say nothing they are still communicating"
Do you agree? Is this gentleman communicating anything?
"silence speaks louder than words”
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16. Eye contact is an essential part of Communication.
Eye contact should be a positive form of body language communication, but if it is not used correctly it can easily become negative.
...."                                   
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18. 3.Touch: touch is an important mean of non verbal communication.
“People will forget what you say to them, they will never forget how you make them feel.”
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19. 4. Proximity : (the distance between the sender and the receiver ) Two types of distance 1-Social distance 2-professional distance “Personal space 75 cm to 100 cm”
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20. Nonverbal –
Gestures, Facial Expressions, Posture and Gait, Tone of Voice, Touch, Eye Contact, Body Position, Physical Appearance.
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21. Q. What is the most reliable type dependent on nonverbal communication or verbal communication?
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22. AL-barrak 2008

23. Tools for effective communication
Communication skills effectives of verbal & non-verbal communication
Active listening
Questioning
Use of simple language
Reflecting feelings
Paraphrasing
Silence
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24. Characteristics of a successful communication
Dependent upon the presence of 4 characteristics:
Honesty
Appropriateness
Efficiency
flexibility
Feed back
أمانة
ملاءمة
كفاءة
مرونة
تغذية راجعة
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25. Goals of therapeutic communication :
Establishing a therapeutic provider-client relationship.
Identify client’s concerns & problem.
Assess client’s perception of the problem.
Recognize client’s needs.
Guide client towards a satisfying and socially acceptable solution.
إقامة علاقة مزود العميل العلاجية.
تحديد الشواغل ومشكلة العميل.
تقييم التصور العميل للمشكلة.
تعترف احتياجات العميل.
توجيه العميل نحو حل مرضية ومقبولة اجتماعيا.

26. Therapeutic communication
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27. Types of Communication Techniques
Talking techniques
Non-talking techniques
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28. 1-Talking Techniques Make broad opening statements.
Questioning and general leads.
Make broad opening statements.
Paraphrase , reward or summarize what has been said.
Reflect feelings.
Re-state or repeat the client’s statement.
Clarify.
Focus and re-focus.
استجواب ويؤدي العامة.
     جعل البيانات الافتتاحية واسع.
       أعادة الصياغة، مكافأة أو تلخيص ما قيل.
       تعكس المشاعر.
       بيان للعميل إعادة الدولة أو تكرار.
       توضيح.
       التركيز على
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29. Make broad opening statement
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30. Re-state or repeat the client statement
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31. Reflecting & Clarifying
Reflecting is restating the last word or phrase has said when there is a pause in the communication.
Reflecting & clarifying helps client express the issues that are important to them.
Through reflecting, clients are helped to focus on what they have said & their own thoughts become clearer in the process.
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32. 2.Non talking techniques
Active listening
Feedback.
Silence
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33. Active listening Focus Reflect
Use facial expressions that show interest
Use encouraging gestures such as nodding head
Acceptance
Listening and Observing
Listening and observing are two of the most valuable skills a nurse can have.
These two skills are used to gather the subjective and objective data for the nursing assessment.
تركز
تعكس
استخدام تعابير الوجه التي تظهر الفائدة
استخدام إيماءات مشجعة مثل الايماء رئيس
قبول
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34. Feed back.
Silence
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35. Meaning of Space
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36. Blocks to communication.
* Giving advice.
* Changing the subject.
* Giving false reassurance.
* Value judgement.
* Being incongruent.
* Jumping to conclusions.
* Long periods of silence.
تقديم المشورة.
تغيير الموضوع.
مطمئنا كاذبة.
حكم على القيمة.
كونها تتعارض.
القفز الى استنتاجات.
فترات طويلة من الصمت.
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37. Communication Style
Good communication skills require a high level of self-awareness. Understanding your personal style of communicating will go a long way toward helping you to create good and lasting impressions on others. By becoming more aware of how others perceive you, you can adapt more readily to their styles of communicating.
This does not mean you have to be a chameleon, changing with every personality you meet.
تتطلب مهارات التواصل الجيد على مستوى عال من الوعي الذاتي. وفهم نمط الشخصية الخاصة بك للاتصال تقطع شوطا طويلا نحو مساعدة لك لخلق انطباعات جيدة ودائمة على الآخرين. قبل أن تصبح أكثر وعيا كيف يرى الآخرون لك، يمكنك التكيف بسهولة أكبر إلى أساليبهم في التواصل.
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39. Communication style
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40. Conclusion
The communication process is fundamental to any human relationship.
The components of the communication process include sender, message, channel, receiver & feed back.
There are several different levels in which persons communicate with one another, including intrapersonal, interpersonal, group, & interdisciplinary.
Verbal and nonverbal messages are modes of communication that exist in the nurse-client relationship
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41. Reference
Best practices to Effectively Communicate with the Project Stakeholders - Retrieved June 9th, 2012
Robbins, S., Judge, T., Millett, B., & Boyle, M. (2011). Organisational Behaviour. 6th ed. Pearson, French's Forest, NSW p
Roper, Greg. "Managing Employee Relations: Develop interpersonal communications and conflict-management skills to better manage employee relations." HRMagazine. May 2005.
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42. Thank you for your attention
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