1. INTERPERSONAL COMMUNICATION

2. DEFINITION The exchange of information Vital part of everyday life
Three categories
Oral
Written
Nonverbal

3. COMMUNICATION GOALS Obtain useful information
Develop trust, show caring
Aid patient self understanding
Relieve stress
Provide information, problem solving skills
Encourage acceptance of responsibility
Encourage activities of daily living

4. PURPOSES OF COMMUNICATION
To inquire
To inform
To persuade
To develop goodwill
Good communication helps families, marriages, clients, work success

5. COMMUNICATION IN NURSING
Nurses communicate while:
Assessing patient care
Planning patient care
Implementing patient care
Evaluating patient care

6. NURSING COMMUNICATION
Nurses who communicate clearly to patients get:
More cooperation
More feedback
More clarity

7. POOR COMMUNICATION Can result in: Loneliness Unhappiness
Poor productivity, emotional and physical problems.
“The whole task of psychotherapy is the task of dealing with a failure in communication” Carl Rogers”

8. COMPONENTS OF COMMUNICATION
Message sender
Actual message
Message transmission
Message Receiver
Message interpretation
Feedback

9. FACTORS INFLUENCING COMMUNICATION
Background of receiver
Appearance of sender/sender’s message
Barriers to effective communication
Language skills of sender and receiver

10. RECEIVERS BACKGROUND Knowledge Personality Experiences
Receiver’s reaction/response is affected by:
Knowledge
Personality
Experiences
Interest and motivation regarding message

11. EFFECTIVE COMMUNICATION
The six C’s
Clear
Concise
Consistent
Correct
Courteous

12. EFFECTIVE COMMUNICATION
Requires:
A positive attitude
Being a good listener
Maintaining confidentiality
Being considerate, courteous
Preserves self respect
Aims for understanding

13. INEFFECTIVE COMMUNICATIONS
Did not send the message they thought
Receiver don’t hear intended message
Verbal and nonverbal message conflicts
Message disguised by sender
Words with multiple meanings
Abstract/confusing message
Receiver prepared to receive another message

14. ELECTRONIC COMMUNICATION
Cell phones and pagers
Facsimile machines and scanners
Computerized information systems
Electronic mail ( )
Internet
Laser printers
Modems, laptops

15. INTERNATIONAL AND REGIONAL
Need to consider:
Time zones
Holidays
Customs
Language
Clothing

16. DOMESTIC/INTERNATIONALCOMMUNICATION
Be aware of regional differences
Research customs of communities
Be aware of religious holidays
Do not make culturally/religiously based jokes
Do not imitate language or accents
Be aware words can have different meanings
Be aware of time zones

17. LANGUAGE Avoid cliches, figures of speech
Avoid cute, fancy, trendy words
Use specific terms
Be aware of multiple definitions
Avoid slang/jargon
Avoid abbreviations/acronyms
Use visual aids
Chevrolet nova model, in spanish no-va means “It does not go”
General motors slogan “Body by Fisher” translates to Corspe by fisher in Flemish
“Come alive with pepsi translates to pepsi brings your ancestors back from the grave in Chinese and in German, come alive out of the grave
Schweppes tonic water advertisements in italy translated as “bathroom water”
Cue toothpase (colgate palmolive) advertised as Cue the name of a widely circulated pornography boodk.

18. HOW DO WE COME ACROSS Professional attire Arrange for patient privacy
Sit arms length away
Relaxed but attentive
Facial expressions and tone friendly, interested
Pays attention to body language of patient