COMMUNICATION SKILLS

SHIAKA, N.M – FON UNIT, SON - ABUTH

• Introduction
• Communication is as old as man and very important as life.
• Communication is very essential in the world of today and has taken
new technological dimensions.
• It is the process by which human meets their survival needs, build
relationships and experience emotion.
• Communication is a basic component of human relationship and a
critical skill for nursing practice.
• Through communication, the world has become a global village
 Definition
• Communication is any process of exchanging information or
feelings between two or more people.
• A process by which information is exchanged between individuals
through a common system of symbols, signs, or behavior.
• The act of transferring any information from one place, group or
person to another
• Exchanging information, thoughts, and feelings among people using
speech or other means
Purpose of Communication

• To provide information
• To express feelings
• To influence others
• To meet social expectations
• To obtain response
Levels of Communication
• Intrapersonal Communication
• This is also called self-talk, it is a communication an individual have with
his/her self
• It is the communication with one’s self, and that may include self-talk,
acts of imagination and visualization, and even recall and memory
• the process by which an individual communicates within themselves,
acting as both sender and receiver of messages, and encompasses the
use of unspoken words to consciously engage in self-talk and inner
speech.
Levels of Communication cont.
• Interpersonal Communication
• This is a person – to – person, face – to – face, exchange of information between
individuals
• It is the exchange of information, ideas, and feelings between two or more people.
• Group Communication
• Group communication is a mode of communication within groups of people,
• It is a form of interpersonal communication within group members.
• It takes place in an organization, between employers and employees, and employees
in teams/groups or people in general to discuss a topic or communicate a message
 Communication Process
• Communication is a two-way process involving the sending and receiving of a
message
• Communication is a continuous or ongoing process that involves three basic
elements – sender, message and receiver.
• However, there are five important elements for communication to be completed;
• Sender – Message – Medium (Channel) – Receiver – Response (feedback)
• Since communication involves response, the Receiver of a message eventually
becomes the Sender and the original sender becomes the Receiver.
Communication Process

SENDER RECEIVER

Message
Encode
Decode
Decode
Encode
Message
(Response)
Communication Process
Sender
• The sender, also called Source, Encoder is a person or group who
wishes to communicate a message to another person or group;
• The sender is the one that generates the message
• The message must be put into a form that can be transmitted – this
is called Encoding
• This involves selecting a specific sign or symbols (pictures) (i.e.
code) to transmit the message.
• This include the language, words, tone of voice, gesture etc use to
present the message
Message
• This is the idea, feeling, view, topic or data that is produced by the sender and planned
to be communicated.
• It refers to what is actively said, written or demonstrated.
• Nursing Implication (Sender and Message)
• The message must be specific towards a particular goal
• The message must be given in a basic way that will result in achieving the set goal
• The message should be clear, simple and transparent (avoid ambiguous or double barrel
message)
• Understand that, the receivers are not the same; hence be open to different response
• Ensure that the receiver gets the right message from the response
• Don’t assume a response, ensure the clarity of the response
• Show empathy and be assertive
Channel
• This is also called medium of communication
• This is the means by which the message is transmitted or conveyed from
the sender to the receiver.
• Message can be transmitted through a single medium or in multiple media.
• Examples include words, writing or electronic.
• Nursing Implication
• Appropriate medium to enhance easy perception should be used
• Diversified your channel of communication
• The channel should be patient-centred
Receiver
• The receiver, also called Listener, Decoder, is a person or group to whom
message is transmitted.
• The receiver must perceive the message transferred; this can be achieved
through the senses (sense organs).
• The receiver also decodes the message, i.e. analyse or sort out the
meaning of the encoded message (process of adapting the symbols
encoded by the message)
• Communication is said to be effective if the meaning of the decoded
message meets the intent of the sender
• When the receiver misinterprets the sent message, communication is said
to be ineffective
Receiver conts
• Nursing Implication
• The nurse should be aware that, perception of message is dependent on the age and
disease condition of the patient.
• The nurse needs to exercise patient with the receiver
• The nurse should encourage the receiver to ask questions to clarify gray areas
• The significant others should be included as receivers where necessary (for example
in health education and advice on discharge)
• The nurse should be aware of impaired perception in patients with altered
consciousness or lack of insight
• Response
• This is also called Feedback; it refers to the message the receiver returns to
the sender.
• Response can be verbal, non-verbal or both.
• Feedback allows the sender to correct or rephrase the message or use a
different medium
• Response can be a change in behavior.
• Noise
• Noise is any type of disruption that interferes with the interpretation of
information from the message sender.
• Noise include; bad telephone or poor network connection, faulty encoding,
inattentive receiver, poor understanding of message, etc.
Types of Communication
Verbal Communication
 This is the type of communication that is conducted with the use of
language
 It occurs in form of oral communication (spoken words)
 It include face-to-face conversation; formal and informal meetings, group
discussion, seminar presentation, use of telephone, etc.
 It is a one-to-one interaction between one or two people.
 Verbal communication is important to the nurse because nursing practice
involve interaction with patient, patient relatives, nurses, doctors, etc.
Types of Communication
Non-Verbal Communication
 This is the type of communication that does not involve spoken words.
 Non-verbal communication sometimes go along with verbal communication
 In nursing practice, non-verbal communication can take different forms, including letter
writing, notices/circulars, notes, internal memorandum, visual aids e.t.c.
 Non-verbal communication can be used to show trust, confidence, warmth, intimacy, as well
as anger, indifference etc.
 Examples of non-verbal communications include; eye contact, facial expression, posture,
touch, frowning, silence, body movement etc.
 The nurse need to understand patient’s appearance such as facial expression, body
movement etc to know if there is problem.
 Nurses should also be aware of the place of non-verbal communication so that they will not
be misinterpreted.
Other Types of Communication
Vertical Communication
 This is the type of communication that involve a higher authority and lower DDNS
one; it could be from the higher to lower or lower to higher
 It involve instructions, directions or policies from top decision makers to lower CNO
cadre or people who will implement.
PNO
 The choice of language is very important.
 In nursing practice, example of this kind of communication include giving
NO
direction or instruction from HOD Nursing Service/Assistant Director Nursing
Principal Nursing Officer/Senior Nursing Officer/etc/Student Nurses
Student Nurses
 Communication between the HOD School of Nursing to Lecturers or Students.
 It also be from junior to senior officers making suggestions, requesting etc.
Other Types of Communication conts.
Horizontal Communication
 This is a type of communication between equals or operates at the same
level
 It could be formal and non-formal mode of communication.
 Example is communication between one HOD and the other
 In nursing practice, example of this kind of communication include
communication between one ward manager to another; principal of SON
and that of Post-basic etc.
Principles/Skills of Effective Communication in Nursing
 The following are essential for the nurse to communicate effectively
 Active listening: fully concentrating, understanding, responding, and
remembering what is being said.
 Compassion: showing care and understanding towards patient’s needs
and emotions.
 Writing: clearly documenting patient information and care instructions.
 Putting the patient first
Principles/Skills of Effective Communication in Nursing
 Education: Explaining health conditions and treatments to patients and their
families in simple terms.
 Honesty and professional integrity: Being truthful and ethical in all
communications.
 Trustworthiness: Gaining the confidence of patients through reliable actions
and communication.
 Cultural competence: Understanding and respecting cultural differences in
communication styles.
 Presentation skills: Effectively conveying information to groups or individuals.