communication... tips for nurse managers
DESCRIPTION
The prime responsibility of nurse managers is to communicate effectively and achieve the goal of quality care .TRANSCRIPT
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By: Ms. Shanta Peter
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CommunicationCommunication
Giving, receiving and interpreting
of information
through any of the
five senses
by two or more interacting people
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ELEMENTSELEMENTS• There are seven elements of
• communication:
• Source / Idea
• Message
• Encoding
• Channel
• Receiver
• Decoding &
• Feedback3
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Process of CommunicationProcess of Communication
SourceSource
EncodingEncoding ChannelChannel DecodingDecoding
ReceiverReceiver
Feedback
Msg Msg Msg Msg
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Most Common Ways to Most Common Ways to CommunicateCommunicate
Speaking
Writing
Visual Image
Body Language
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CHANNELS OF CHANNELS OF MANAGERIAL MANAGERIAL
COMMUNICATIONCOMMUNICATION
There are four levels of managerial
communication
• Downward communication.
• Upward communication.
• Lateral communication.
• Diagonal communication.
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Nonverbal MessagesNonverbal Messages
Nonverbal messages are the primary way that we communicate emotions
Facial Expression
Postures and Gestures 7
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FACIAL EXPRESSIONS
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GESTURES
•Right postures to adopt at the Work Place • avoid postures of non-verbal signals from others -- body language•Facial expressions can enhance or detract verbal communication•Setting standards of Body Language
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MECHANICALMECHANICAL COMMUNICATIONCOMMUNICATION
• Using mechanical devices to have communication E.g. internet, radio, T.V. etc.
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Received messages areReceived messages areinfluenced by: influenced by:
• Knowledge
• Past Experience
• Feelings
• Position within the socio Cultural system
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COMMUNICATIONCOMMUNICATION SKILLS SKILLS
Nursing care revolves around communication
giving receiving- interpreting information
Health care &Nursing organization
Communication is verbal & nonverbal
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Skills ---- communicationSkills ---- communication
• Be at ease and develop rapport• Provide privacy• Respect his rights• Do not invade his personal
space• Keep information confidential
as appropriate
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Tips to good Tips to good communication skillscommunication skills
Maintain eye contact with the audience Body awareness Gestures and expressions Convey one's thoughts Practice effective communication skills
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Principles Principles • Begin with general interview- difficult
questions last• Adjust your language level that of the
recipient• Do not use medical terms or "talk down " • Be attentive and concentrate what he says• Make appropriate eye contact• Try not to write during interview. pay close
attention and clarify doubts
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Principles…..
•Show sincere interest with his responses
•Pay attention to his words, repetition, variation in tone , voice, silence, body language, behavior etc
•Use only socially accepted touching and body language
•Consider his cultural background
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Modes of Communication Modes of Communication
• Written
• Face to face
• Nonverbal
• Telephone
• Electronic
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Barriers Barriers
• Spatial distance
• Different sub groups or sub cultures in the system
• Noise
• Language
• Intelligence of group
• Prejudice
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Barriers that Affect Barriers that Affect Co-Worker CommunicationCo-Worker Communication
Sender
Receiver
Message
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Effective Communication H/N Role Effective Communication H/N Role
• Professional quality
• Mind the tone-(accusatory/demanding/------defensive reaction)
• Recording / reporting – be sincere and accurate
• Language – simple and understanding
• Do not underestimate or exaggerate
• Respect others – and be polite
• Don’t be in hurry –
• Create a communication culture20
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7 Cs of giving good 7 Cs of giving good informationinformation
Effective Effective communication for H. Nurses communication for H. Nurses Give Good InformationGive Good Information
ClearClear ConciseConcise
CourteousCourteousCompleteComplete
CorrectCorrect
ConcreteConcrete
Considerations Considerations
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Therapeutic Therapeutic communicationcommunication
• Is helpful and healing for one or more of the participants
The art of Therapeutic Communication is not come naturally ----
you must learn it !
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• You must have interpersonal skills and self awareness for therapeutic communication
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In -- COMMUNICATIONIn -- COMMUNICATION
Remember to ---------- 4 rights • Choose the right word• Use it in the right way• To the right person• In the right manner
Remember the 3 Rs• Respect for self
• Respect for others• Responsibility for all your actions 24
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Problems in CommunicationProblems in Communication( Young J W : Problems in communication- Pge -3 ( Young J W : Problems in communication- Pge -3
(1971(1971))• What I said• What I didn’t say• What I should have said• What I shouldn’t have said• What you thought I said• What you thought I should have said• What you thought I should not have said• What I wish I had said to make you think I
said the right thing
Contd… 25
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…….•What I heard•What I did not hear•What I should have heard•What I should not have heard•What you heard•What you thought you heard•What you thought you should have heardWhat I wished you heard to make you think you heard the right thing
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