HOSPROF MODULE 7: Effective Communication
Communication The act of transferring
information from one place to another through
verbal, nonverbal, or written means.
Verbal Communication
Everything we say has at least 3 messages:
1. What we said
2. What we meant
3. What the other person understood
Non-verbal Communication
- Facial expressions
- Gestures displayed through body language
- Eye contact/gaze
Written Communication
- Must be clear and concise to be effective
- Pay attention to spelling, grammar, punctuation
Communication Characteristics
Language This includes the words we
use.
Paralanguage Refers to the vocal elements of
communication that go beyond the literal
meaning of words. It includes aspects such as
tone, pitch, volume, rhythm, and vocal cues.
Body Language This involves gestures, postures,
facial expressions, and movements that convey
meaning without using words.
COMMUNICATION BARRIER Factors that prevent
us from effectively exchanging and
understanding messages.
LANGUAGE BARRIERS
A difficulty or obstacle that arises when people
who speak different languages attempt to
interact. This can prevent people from
understanding each other and lead to
misunderstandings, frustration, and even conflict.
PHYSICAL BARRIERS
Refer to any physical limitation that can
interfere with the communication process.
Examples include noise, poor lighting, distance
between speakers, and physical obstructions
between speakers.
PSYCHOLOGICAL BARRIERS
These barriers arise from individual perceptions,
emotions, attitudes, and biases that influence
how information is sent, received, and
interpreted. Examples include preconceived
notions, stereotypes, and emotional states like
anxiety or defensiveness.
CULTURAL BARRIERS
Differences in language, customs, and beliefs
that may exist between people of different
cultures or societies.
Three Dimensions of Communication
1. Content Refers to the factual information or
substance of the message being
communicated. convey to the receiver.
2. Feeling Refers to the emotional tone or
affective aspect of the message. It includes the
emotions, attitudes, moods, or sentiments that
the sender conveys or evokes through their
communication.
3. Meaning Refers to the interpretation or
significance that the receiver assigns to the
message based on their understanding,
context, and personal experiences.
*Active Listening hears ALL the messages.*
Hearing
- A physiological process involving
sound transmission through the ears.
Listening
- A psychological process that requires focus.
Listening means paying attention to not only
what is being said, but how the information is
told, the use of language and voice, and how
the other person uses his or her body
Effective listening: Focus
- Actively absorbing the information given to
you by a speaker
( 1. Eliminate distractions 2. Refrain from
other activity 3. Face the person squarely –
eye level) Effective listening: Receive
- Keeping an open mind to what is being said.
( 1. Remain open to the message 2. Allow the
message to “sink in” 3. Take notes)
Effective listening: Respond
- The listener provides verbal and/or
nonverbal reactions.
( 1. Let the sender know you have received the
message 2. Ask for clarification 3. Consider
alternatives before responding.)
Improving Communication Skills
To communicate effectively, you need to be
aware of and in control of your own emotions.
▪ Learn how to manage stress (recognize
when you are becoming stressed)
▪ Stay calm under pressure (take a moment
to calm down if needed before continuing
conversation – take deep breaths, relax muscles)
▪ Be willing to compromise and willing to agree
to disagree if necessary.
▪ Take time away from the situation so
everyone can calm down.
Stop talking and Listen - Never talk over or
interrupt people
▪ Empathize –try to understand the
other persons point of view
▪ Be patient
▪ Try to be impartial
Communication between two people consists of
transmitting and receiving. If both parties are
performing both tasks effectively, there is good
communication. This sounds very simple, but in
reality it is difficult for most people to achieve.