1. Chapter 3Communication Skills

2. 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

4. 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

5. Components of Communication
Verbal
Language expressed in speaking and writing
Seven parts
Source or sender
Encoder
Message
Channel
Decoder
Receiver
Feedback

6. Components of Communication
Verbal communication can be
One-way
Two-way
Multidirectional

7. 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

8. 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

9. 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

10. The Process of Communicating
Speak clearly
Use good judgment
Express confidence
Listen without interrupting
Use accurate descriptions
Follow guidelines to improve quality of message

11. 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

12. 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?

13. 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

14. 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.

15. 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

16. 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.

17. 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

18. 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

19. 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.

20. 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.

21. 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

22. 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

23. 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

24. 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

25. 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

26. 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

27. 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

28. 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

29. 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

30. 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

31. 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

32. Question Is the following statement true or false?
Sending a message requires using signs, signals, and symbols.

33. Answer
False
Rationale: Signs, signals, and symbols are part of nonverbal communication and are not always required when sending a message.

34. 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

35. 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.

36. Question Is the following statement true or false?
Empathy is understanding intellectually the feelings, thoughts, or attitudes of another person.

37. Answer
True
Rationale: By understanding intellectually and not emotionally, you will avoid emotional exhaustion and loss of interest.