1. INTERPERSONAL COMMUNICATION

2. DEFINITION The exchange of information - a 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

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 often results 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. EFFECTIVE COMMUNICATION
-The six Cs
Clear
Concise
Consistent
Correct
Courteous

9. EFFECTIVE COMMUNICATION
A positive attitude
Being a good listener
Maintaining confidentiality
Being considerate & courteous
Preserving self respect
Seeking understanding

10. INEFFECTIVE COMMUNICATION
Sender did not send the message
they thought
Receiver didn’t hear the intended message
Verbal and nonverbal messages conflict
Message disguised by sender
Words with multiple meanings
Abstract/confusing message
Receiver prepared to receive
another message

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

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

13. DOMESTIC & INTERNATIONAL COMMUNICATION
Be aware of regional differences
Research customs of communities
Be aware of religious holidays
Do not make culturally or
religiously-based jokes
Do not imitate language or accents
Be aware that words can have
different meanings

14. LANGUAGE Avoid clichés, 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.

15. HOW DO WE COME ACROSS Professional attire Arrange for privacy
Sit arm’s length away
Relaxed but attentive
Facial expressions and tone
should be friendly & interested
Pay attention to body language of patient