Communication skills
Definition of communication:
Communication is the act of transferring or
exchanging information , ideas or
thoughts easily and correctly verbal or non
verbal language.
Purposes of communication :
1- To establish inter and intra relationship
2- To be effective in expressing interest / concern
for patient / family
3- To provide health care information
4- To influence others
5- To obtain information
6- To initiate change that promotes health
7- Establish a trusting relationship with a patient an
support nurses
8- Prevent legal problems associated with nursing
practice
9- Effective communication is essential for the
establishment of a nurse _ patients relationship
Elements of communication process
MESSAGE
WRITTEN MESSAGE?
ENCODING VERBAL MESSAGE?
NON- VERBAL MESSAGE?
SENDER
RECEIVER
FEEDBACK DECODING
Types of communication
1- verbal 2- non verbal
1- verbal: conscious use of spoken
or written word
- Characteristics : simple, brief ,
clear , well timed , relevant ,
adaptable , credible.
2- Non verbal:
these message are considered to be more
accurate than verbal communication .
How we communicate non verbal :
1- personal appearance.
2- posture and gait.
3- facial expression.
4- eye contact.
5- gesture.
kinds of communication :
Formal Informal
Formal communication ‘the official :
It is a line of communication for the
transmission of official message and
information within or outside the
organization.
Informal communication ‘the
grapevine:
This kind of communication is build around
the social relationship of the members of
the organization
Channels of communication in
organization
-Downward communication
-Upward communication
-Horizontal communication
-Diagonal communication
1-Downward communication
Nursing director
Head nurse
Staff nurse Staff nurse Staff nurse
2- Upward communication
Nursing director
Head nurse
Staff nurse Staff nurse Staff nurse
3-- Horizontal flow communication
:
Nursing director Nursing director
Head nurse Head nurse
Staff Staff Staff Staff Staff Staff
nurse nurse nurse nurse nurse nurse
4- Diagonal flow communication
Nursing director Medical director
Head nurse Storage
department
Employee
Staff Staff Staff
Employee Employee
nurse nurse nurse
Strategies to improve communication :
1. Be a good listener.
2. Be clear in the use of language .
3. Provide right climate.
4. Watch carefully the tone of your voice.
5. Remember that the communication is a two
way.
6. Help receiver to express his thoughts and
feeling.
Blocks / barriers to communication
1- Personnel factors .
2- Environmental factor .
