Communicatio

n
 Communication is inter change of
information between two or more people.
• Exchange of ideas or thoughts

• Communication is any means of exchanging

information or feeling between two or more
people.
 DEFINITION

Communication is a process in which a

message is transferred from one person to

other person through a suitable media and

the intended message is received and

understood by the receiver.

•Communication promotes motivation by informing and
clarifying the employees about the task to be done, the
manner they are performing the task, and how to improve
their performance
•Communication also plays a crucial role in altering
individual‘s attitudes. Organizational magazines, journals,
meetings and various other forms of oral and written
communication help in molding employee‘s attitudes.
•Communication is a source of information to the
organizational members for decision-making process
•Communication also helps in socializing
•It helps controlling organizational member‘s behavior in
various ways. There are various levels of hierarchy and
certain principles and guidelines that employees must
follow in an organization
SENER ENCODING CHANNEL RECEIVER DECODING
(Ideation) (transmission) (receiving )
(Message)

FEEDBACK
(Response )
Elements of communication
 Sender – It is the person who intends to make contact
with the objective of passing the message to other
persons.

 Message – This is the subject matter of the

communication which is intended to be passed to the
receiver from the sender.

 Encoding – The process of converting the message

into communication symbols. Speaking, writing or
non verbal behavior.
 Channel – Message encoded into symbols are
transmitted by the sender through a channel.
transmission of the message, must overcome
interference such as garbled speech, unintelligible use
of words, long complex sentences, distortion from
recording devices, noise and illegible handwriting.

 Receiver – The person or group to whom the message

is directed. Sometimes people tune out the message
because they anticipate the content and think they
knowwhat is going to be said. The receiver may
preoccupied with other activities and consequently not
be ready to listen.
 Decoding – The receiver translates the words and
symbols used in the message into idea and
interprets it to obtain its meaning. Written
messages allow more time for decoding, as the
receiver assesses the explicit meaning and
implications of the message based on what the
symbols mean to her.

 Feedback – It is the way of judging the

effectiveness of the message.
 Non verbal
Communication can occur even without word.
communication
Non-verbal communication is message transmission
through body language without using words. It includes
bodily movements, positive, facial expression. Silence is
non verbal communication. It can speak louder than words
Points to remember
Personal Appearance: Nurse learn to develop a general impression
of clients health and emotion status through appearance and clients
develop a general expression of the nurse‘s professionalism and
caring in the same way personal appearance includes physical
characteristics, facial expression, manner of dress and grooming first
impressions are largely based on appearance.
Posture and gait: Poster and gait are forms of self
expressions. The way people sit, stand and more reflect
attitudes, emotion and self concept and health status.

Facial expression: The face is the most expressive part of

the body. Facial expression convey emotion such as
surprise, fear, anger, happiness and sadness. People can be
unaware of the messages their expression convey doing
procedure and the client may interpret. This is anger or
disapproval

Gestures: Hands also communicate by touch, slapping or

caring another‘s head communicates obvious feelings.
 Verbal communication

The traditional way of communication

has been by word of mouth language is the chief
vehicle of communication. Through it, one can
interact with other can be passes through. Direct
verbal communication by word of mouth may be
loaded with hidden meanings.
Points to consider:
• Pace and intonation: manner of speech
• Simplicity: use of commonly understood words
• Clarity and Brevity: message should be direct
and simple
• Timing and relevance:
• Adaptability: Adjusting according the behavioral
to cues
• Credibility: Trustworthiness, reliable
• Humor:
•Oral communication:Oral communication is a
transmitting message orally either by meeting the
person through artificial media of communication
such as telephone and intercom systems.
•Written communication:It is transmitting
message in writing. Written communication can
be followed when a record of communication is
necessary.
 FORMAL COMMUNICATION
It refers to interchange of information officially.
The flow of communication is controlled and is a
deliberate effort. This makes it possible for the information
to reach the desired place without any hindrance, at a little
cost and in a proper way
It is generally used for all practices purposes. The
medium of formal communication may be department
meeting, conferences, telephone calls, interviews, circular
etc.
 INFORMAL COMMUNICATION
The Informal Communication is the
casual and unofficial form of communication
wherein the information is exchanged
spontaneously between two or more persons
without conforming the prescribed official rules,
processes, system, formalities and chain of
command.
The informal channels may be more active
such as friends internet group, like minded
people and casual groups. .
 Levels of
communication
• Intra personal communication

• Interpersonal communication

• Small group communication

• Organizational communication
 INTRAPERSONAL COMMUNICATION
It is conscious internal dialogue, sometimes
known as self-talk. It is language use or thought
internal to the communicator. The individual becomes
his or her own sender and receiver, providing feedback
to him or herself in an ongoing internal process.
It can be useful to envision intrapersonal
communication occurring in the mind of the
individual in a model which contains a sender, receiver
and feedback loop.
 INTERPERSONAL COMMUNICATION
• It is communication between two or more people.

• Face to Face conversation between two people is the

most frequent form of interpersonal communication.
• Nurses use interpersonal communication to gather
information during assessment, to teach about health
issues to explain care and to provide comfort and
support.
 GROUP COMMUNICATION
• It is interaction that occurs among several people.

• Small group communication occurs when you

engage in an exchange of ideas with two or more
individuals at the same time.
ORGANIZATIONAL COMMUNICATION

Organizational communication is
defined as the channels and forms of
communication that occur within organizations,
such as corporations, non-profits, and
governmental bodies. It includes both
communications within an organization and
public-facing communications.
ADVANTAGES OF COMMUNICATION:
Oral communication:
•It is face to face system and hence can be clarified.
•There is an opportunity to ask questions, exchange
ideas and clarify meaning.
•It can develop a friendly and co-operative spirit.
•It is easy and quick.
•It is flexible and hence effective.
Written communication:
• It has permanent record for future reference.
• It is less likely to be misunderstood.
• It will have adequate coverage and accuracy.
• Suitable for communicating lengthy messages.
• It is an authoritative communication.
DISADVANTAGES OF COMMUNICATION:
Oral communication:
•The spoken words may be misunderstood.
•The facial expression and tone of voice of the
communicator may misled the receiver.
•Not suitable for lengthy communication.
•It requires the art of effective specificity
•It has no record for future reference.
Written communication:
•It requires skill and education for
understanding.
•It is also one way communication and hence
may not be effective.
•There is no opportunity for the subordinates to
ask questions and exchange ideas.
•It may not communicate all aspects.
 Factors influencing
• communication
Development: language, psychological and intellectual
development
• Gender:
• Values and perception:
• Personal space:
• Territoriality: the concept of space and things that an
individual considers as belonging to the self
• Roles and relations:
• Environment:
• Congruence: matching the verbal and nonverbal
aspects of communication
• Interpersonal attitudes
 Effective
communication
Techniques of effective
communication
• Listening
• Broad openings
• Restating
• Clarification
• Reflection
• Focusing
• Sharing perceptions
• Silence
• Humor
• Informing
• Suggesting
• Listening: Listening is a sign of respect for the
person who is talking and a powerful reinforce of
relationships. It allows the patients to talk more,
without which the relationship cannot progress.
• Broad openings: These encourage the patient to
select topics for discussion, and indicate that nurse is
there, listening to him and following him.
• Restarting: nurse repeats to the patient the main
thought he has expressed.
• Clarification: clarify the unintelligible ideas of
the patients.
• Reflection: This means directing back to the patient his
ideas, feeling, questions and content.
• Focusing: The discussion on a topic of importance
• Sharing perceptions: These are the techniques of asking
the patient to verify the nurse understands of what he is
thinking or feeling.
• Silence: This is lack of verbal communication for a
therapeutic reason. Then the nurse’s silence prompts
patient to talk.
• Informing: This is the skill of
information giving
. This is the presentation
• alternative
Suggesting:ideas
of related to problem
solving.
STRATEGIES OF COMMUNICATION:
Think before you speak:
Before you speak, ask yourself: Is it kind? Is it necessary? Is
it true? Does it improve on the silence?".
Think about the purpose of your communication.
What do you hope to accomplish with your words or
actions? Are your comments about something you are
responsible for doing, such as parenting or managing
someone or about an activity you are doing together with the
other person?
Listening:
The most effective leaders know when to
stop talking and start listening. This is especially
important in three particular situations: when
emotions are high, in team situations and when
employees are sharing ideas.
Questioning:
Many leaders need information but aren't
sure how to get it. Similarly, their employees
may have information but don't know how to
impart it. Managers can open the lines of
communication by asking good questions. Note
that different kinds of questions yield different
kinds of results.
Using Discretion:
Knowing when not to speak as a leader is just
as important as speaking. Managers must understand
that the moment they don a new title, they become a
leader--one whom others look to for guidance,
direction and even protection. Good leaders adopt a
policy of discretion, if not confidentiality, with their
employees. Only then can they develop the trust that
is so vital to productivity.
Directing
Many managers direct their employees
because they believe it's the only way to get things
done. Directing means giving directions clearly
and unequivocally, such that people know exactly
what to do and when. It is best used in times of
confusion, or when efficiency is the most
important goal.