COMMUNICATIONDr A PrakashSr Professor, Health ManagementNational Academy of Indian ail!ays "et #s $lay a game%Chinese &his$er' "et #s read something Please ead "o#dlyI didn(t say he )orro!ed my )ook*I didn(t say he )orro!ed my )ook*I didn(t say he )orro!ed my )ook*I didn(t say he )orro!ed my )ook*I didn(t say he )orro!ed my )ook*I didn(t say he )orro!ed my )ook*I didn(t say he )orro!ed my )ook* No! ead This I didn(t say he )orro!ed my )ook*I didnt say he )orro!ed my )ook*I didn(t say he )orro!ed my )ook*I didn(t say he )orro!ed my )ook*I didn(t say he borrowed my )ook*I didn(t say he )orro!ed my )ook*I didn(t say he )orro!ed my book*+,-A" COMMUNICATION ",+,"S&ords . /0Paraling#astic 1 230The !ay something is said* Accent, Tone 4 +oice mod#lation-ody lang#age 1 550&hat the s$eaker looks likeA$$earance 6 Dress,motions on facePost#re 6 7est#re 6 Mo8ement May -e &riting is -etter"et #s frame a 9#estion: Please gi8e me a three digit n#m)er Col#mn 1 ; 1 < 1 2 = Intrgrated 1 Management ........ O$tions;* Total ........... Organisational ...... >le?i)ility#nctional ..... Digital ............... Programming5* es$onsi8e ... "ogistical ........... Conce$tB* O$tional ........ Transitional ........ Time.$hase/* Synchronised 1 Incremental ....... ProCection3* Com$ati)le .... Third 7eneration .. Hard!areD* -alanced ....... Policy ................ Contingency-,&A,:/=0 of all comm#nication is Mis#nderstoodMisinter$retedeCectedDistortedNot heard,SU"T;/ Se$tem)er COMMUNICATION TFP,SReading16%Writing9%Speaking30%Listening45%TAININ7 >O COMMUNICATIONSkill Used Ta#ght"isten ; AS$eak < 2ead 2 eelings, ,n8ironmentTFP,S O> "IST,N,S-rain can $rocess 2.A times the s$eed of s$eechThe non.listenerThe marginal listenerThe e8al#ati8e listenerThe acti8e listenerCOMMUNICATION STF",SDifferent )asic $ersonal stylesDifferent at different timesDifferent !ith different $ersonsConflicting styles create )arriers,ileen #sso ModelHigh Asserti8enessTellsHides ,motionsDis$lays ,motion"o! ,?$ressionHigh ,?$ressionAsks"o! Asserti8enessCOMMUNICATION STF",SSFST,MATIC"o! Asserti8eness H "o! ,?$ressionDI,CTHigh Asserti8eness H "o! ,?$ressionHigh Asserti8eness H High ,?$ressionSPIIT,D"o! Asserti8eness H High ,?$ressionCONSID,AT,COMMUNICATION IN M,DICIN,&ITH PATI,NTSSym$tomsCo#nselling>eed )ackAMON7 H,A"TH PO>,SSIONA"SS#$eriorPeersS#)ordinatesO-I,CTI+,STr#st and SatisfactionDecreased Sym$tom Se8erity"ess Ad8erse ,ffectsHigher Adherence,ffecti8e Self management -eha8io#rTUSTTr#st is to rely on the 8eracity and integrity of another indi8id#al*Tr#st occ#rs !hen the $atients $ercei8e that the $ro8ider has their )est interest in mind*Tr#st occ#rs !hen the $atients $ercei8e that the same $ro8ider is ca$a)le 4 com$etent to hel$ him*,MPATHFIt is not only the a)ility to #nderstand the $atientJs e?$eriences and feelings )#t also the ca$acity to comm#nicate this #nderstanding*&hat it m#st )e like to )e a $atient:"eads to ho$e and tr#stIt is different from Sym$athy*%inclination to think or feel like another'ST,PS TO ,MPATHFIdentificationIncor$oratione8er)erationDetachment-AI,S TO ,MPATHFPO+ID, -AI,Professional ha@ardK O8ere?$os#reK O8er!orkK PersonalPATI,NT -AI,Pre8io#s e?$erienceK ef#sal to disclos#reK C#lt#ralK Psychological,N+IONM,NTA" -AI,Organisational factorsTIPS >O ,MPATHFActi8e listening 6 ,m$athic listening,ye contactPost#re+er)al 9#ality+er)al messageCONSTAINTSTime ShortageMan Po!er Shortage"o! ,d#cationC#lt#re 4 TraditionsComm#nication #nderTransactionactional AnalysisTANSACTIONA" ANA"FSISA Psychothera$e#tic toolDe8elo$ed )y Dr ,ric -erneIn ;DB=JsTransactionSTUCTUA" ANA"FSIS,go StatesParent . CriticalN#rt#ringAd#ltChild . Nat#ralAda$ted,CIPOCA" 6 COMP",M,NTAF TANSACTIONSAE LHa8e yo# !ritten the re$ortML %Ad#lt to Ad#lt'-E LFes . IJm a)o#t to email it to yo#*L %Ad#lt to Ad#lt'..................................................................AE L&o#ld yo# like to ski$ this meeting and go !atch a film !ith me insteadML %Child to Child'-E LIJd lo8e to . I donJt !ant to !ork anymore, !hat sho#ld !e go and seeML %Child to Child'..................................................................AE LFo# sho#ld ha8e yo#r room tidy )y no!:L %Parent to Child'-E L&ill yo# sto$ hassling meM IJll do it e8ent#ally:L %Child to Parent'*COSS,D TANSACTIONSAE LHa8e yo# !ritten that re$ortML %Ad#lt to Ad#lt'-E L&ill yo# sto$ hassling meM IJll do it e8ent#ally:L %Child to Parent'..................................................................AE LIs yo#r room tidy yetML %Parent to Child'-E LIJm C#st going to do it, act#ally*L %Ad#lt to Ad#lt'..................................................................A: "I can never trust you to do things!" (Parent to Child)B: "Why don't you believe anything I say?" (Child to Parent)AE LThis model is the )est )#t yo# can not afford itL -E LI !ill take that oneL..................................................................AE L&o#ld yo# like to ski$ this meeting and go !atch a film !ith me insteadML -E LIJd lo8e to . I donJt !ant to !ork anymore, !hat sho#ld !e go and seeML TH,, U",SSo long as transactions remain com$lementary, comm#nication can contin#e indefinitely&hen a transaction is crossed, a )reak in comm#nication occ#rs, one or )oth ha8e to change their ego statesThe )eha8io#ral o#tcome in #lterior transactions is determined at $sychological le8el and not at social le8el >O ,>>,CTI+, COMMUNICATIONPlan transactiones$ond to transactionIdentify otherJs dominant 6 c#rrent ego stateIn8itation to mo8e to a different ego stateIN+ITATION TO ADU"TStating fe! factsAsking a 9#estionAsking o$inionAsking a 8ie!IN+ITATION TO PA,NT %NUTUIN7'Asking for hel$Asking for ad8iceAsking for e?$ert o$inionComm#nicating yo#r fears 4 !orriesIN+ITATION TO CHI"D %NATUA"'-eing one yo#rself-eing enth#siasticSho!ing f#nny side of the sit#ationSho!ing #ncon8entional !ay of looking at things7oing yo#rself to n#rt#ring $arentA "I>, POSITIONSLIJm Not ON, Fo#Jre ONL LIJm Not ON, Fo#Jre Not ONL LIJm ON, Fo#Jre Not ONL LIJm ON, Fo#Jre ONL / "I>, POSITIONSLIJm not.ON, Fo#Jre ONL LIJm not.ON, Fo#Jre not.ONL LIJm not.ON, -#t Fo#Jre &orseL LIJm not.ON, Fo#Jre Irrele8antL LIJm a -it More ON Than Fo# AreL LIJm ON, Fo#Jre ONL LIJm ON, Fo#Jre Irrele8antL Thank Fo#,?am$les in TA 9#oted from the )ook 7ames Peo$le Play )y ,ric -erne