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Presented by
Samar fareed mahmoud Farieda Abo Alfetouh

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Outline

Introduction . Definition of communication Significance of communication Communication process Factors influencing communication Channels of communications Barriers of communication Types of communication
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Guidelines for effective

objective

At the end of this lecture all partners will be able to:-. List significance of communication. Enumerate the barriers that affected communication. Describe the communication channels. Differentiate between the types of communication. 3/11/12

Objective cont.

Demonstrates verbal & nonverbal communication effectively. Dealing with difficult people effectively .

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Communication is a aprocess of sending and receiving message that forms connection between the sender and receiver. complex exchange of thoughts, ideas, or information on at least two levels: verbal and nonverbal.

Definitions

Communication is the basic element of human interaction that allows people to establish, maintains, and 3/11/12 improve contacts with others.

Significance of communications

Allow a person to establish, maintain and improve contact with others. Without communications we would be unable to learn, to direct our selfs, lives and to work together cooperatively in families, organizations and communities. Enable nurses to establish a work relationship with patient to help them to meet their health care needs. 3/11/12

Establish relationship among the health care team and promotes continuity of care. Effective communication leads to higher productivity and job satisfaction. It satisfies the need of self-expression of the people who work and also those who get the work done from others.
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The communication Process sending and Communication is the process of

receiving information among people
Feedback

receiver

sender

SENDER

M e s s a g e

RECEIVER

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The Communication Process

1.

Referent It is the stimulus, motives to communicate with others. it may be an object, experience, idea , emotion, or act individuals who consciously consider the referent during interpersonal interaction can carefully develop and organize messages.

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2. Sender
(Speaker or encoder ) Sender is a person who initiate the interpersonal communication. The sender puts the referent into a form that can be transmitted and assumes responsibility for the accuracy of content and emotional tone of the message.
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3. Message
The message is the information that is expressed by the sender. The most effective message is clear, concise, organize and expressed in familiar manner to receiving it.

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4. Channels
The message is sent through a channel of communication. Channels are means of conveying messages.

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5. Receiver
Is the person to whom the message is sent for communication to be effective, the receiver must perceive or become aware of the message. It prompts the receiver to decode and respond to senders message.

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6. Feed back
Communication is an ongoing process. The receiver returns a message to the sender. It indicates whether the meaning of the sender's message was understood.

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i.

Perceptions, the personal view of events values: these are standards that influence behavior Communication is more effective when the participants remain aware of their roles in relationship. Suitable environment facilitates good communication
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Factors influencing communication

ii.

iii.

iv.

v.

Audience: it is important to know

i.

Cultivate listening:-

It is important to listen well as it is to speak.

i.

Examine the purpose of each communication

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Downward communication. upward communication. horizontal communication. grapevine communication.

Channels Of Communication

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downward

upward

grapevine

horizontal
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Barriers interfere with effective communication

Common sources of noise in interpersonal

communication.
Semantic problems. Mixed messages. Cultural differences. Absence of feedback.

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Barriers interfere with effective communication

Common sources of noise in interpersonal

communication.
Semantic problems. Mixed messages. Cultural differences. Absence of feedback.

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Types of communication

A-verbal communication
Written communication

Face-to-face communication Telephone communication

B-N0n Verbal communication

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Nonverbal communication

Much of our communication occurs through nonverbal channels that much be examined in the context of verbal content.

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Non Verbal clues

Gestures. Space. Facial expression. Environment. Timing. Appearance. Vocal clues such as , tone Eye contact. volume, inflection. Posture.
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Space

The space between the sender and receiver influences what is communicated.

E.g. some cultures require greater space between sender and receiver than others, ( Anglo and African American nurse managers East Indian or middle eastern
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(andrews,1998

Environment

The area where the communication takes place is an important part of the communication process.

Communication takes place in superior's office is more seriously than that which occurs in the cafeteria. 3/11/12

Appearance

( Andrews, 1998 ) : said that, the phrase dressing for success

appropriately define the impact of dress and appearance on role perception and power.

You must cared of your clothing, hair

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Eye contact

Eye contact invites interaction but breaking eye contact mean that the interaction is about to cease ( Bohannon,2000 ).

The manager must be aware that, like space, the presence or absence of eye contact is strongly influenced by cultural
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Posture

Posture and the way you control the other parts of your body are extremely important.

The weight of a message is increased if the sender faces the receiver stands or sits appropriately close, and, with head erect, leans toward the receiver.
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Gestures

Too much gesturing can, however, be distracting.

( Andrews, 1998 ) Nurses from Asian cultures are less tactile, they may perceived Anglo or African American nurses behavior as boisterous or rude by comparison.

The use of touch is one gesture that often sends messages that are misinterpreted by
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Facial expression

Effective communication requires a facial expression that agrees with your message.

Staff perceive managers who present a pleasant and open expression as approachable.
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Timing

Hesitation often diminishes the effect of your statement or implies untruthfulness.

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Vocal clues

( tone volume,

inflation) All of these clues add to the message

being transmitted.

Tentative statements sound more like questions than statements, leading listeners to think you are unsure of yourself .

Speaking rapidly implies nervousness. 3/11/12

One of the most important verbal communication skills is the art of assertive communication.

Verbal communication skills

Assertive behavior : is a way of communicating that allows people to express themselves in direct, honest, and appropriate ways that do not
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Misconceptions about assertive communication

The first is that all communication is either assertive or passive. Actually, at least for possibilities communication exist,

passive,

aggressive, indirectly aggressive or passive aggressive , or

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Cont.

Passive communication : occurs when a person suffers in silence, although he or she the issue . may feel strongly about

Aggressive people : express themselves in a direct and often hostile manner that infringes on another
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Cont.

Passive aggressive communication :is an

aggressive message presented in a passive way.

It generally involves limited verbal exchange.

The second misconception is that those who communicate or behave assertively get
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Rights and responsibilities of assertive person

Rights

Responsibilities

To speak up To take

To listen To give To find solutions

To have problems
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To comfort

Cont.

( chenevert, 1998)

To laugh To have friends To criticize To have your efforts rewarded

To make others happy

To be a friend To praise To reward others efforts

To be independent
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What an assertive person can do , when under attack by an aggressive one. Reflect. Repeat the assertive message. Point out the implicit assumptions. Restate the message by using assertive language.

Question.
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Listening skills

Research has shown that people hear or actually retain only a small amount of the information given to them. 1:3

( ONeil, & morjikian, 2003 ) For the leader, the active process of listening is vital for interpersonal communication effectiveness.
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To become better listeners

First leaders must become aware of how their own experiences, values, attitudes, and biases affect how they receive and perceive messages.

Second leaders must overcome the information and communication overload inherent in the middle management role.
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The managers must stop listening actively to the many subordinates who need and demand their time simultaneously.

Cont.

Finally the leader must continually work to improve listening skills.

The leaders primary purpose is to

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THANK YOU

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