nhelzki communication ncm 105
TRANSCRIPT
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Communication in Nursing
(NCM 105 – Nursing Management & Leadership)
Nhelia B. Perez RN, MSN
Northeastern College – Nursing Department
Santiago City, Philippines
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A Challenge
Please write a One Sentence Definition of
EFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATION
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Definition of Communication
The exchange of thoughts, messages, or the like, as by speech, signals or writing.
To express oneself in such a way that one is readily and clearly understood.
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Definition of Communication
Communication is shared feelings/shared understanding.
If you can honestly achieve that goal, you are communicating.
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Successful Communication
Sender
ReceiverMessage
Communication
Message
Same message is being received by receiver as send by the sender
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SourceDecodingChannelEncoding ReceiverMsg Msg. Msg. Msg.
Feedback
Context
The Communication Process
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PRINCIPLES OF EFFECTIVE COMMUNICATION
• Clear lines of communication serve as the linking process by which parts of the organization are unified toward goal achievement.
• Simple, exact and concise messages ensure understanding of the message to be conveyed.
• Feedback is essential communication.
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• Communication thrives best in a supportive environment which encourages positive values among its personnel.
• A manager’s communication skill is vital to the attainment of the goals of the organization.
• Adequate and timely communication of work – related issues or changes that may affect jobs enhance compliance.
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Types of Communication
• Verbal– Oral– Email– Written
• Nonverbal– Expression– Body language– Expressive behaviors
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Channel in the Communication Process
Verbal channels Non- Verbal channels Written channels
Face-to-face meetings, telephone
and videoconferencing;
Intonation Personal appearance
Facial expressionPosture and gait
touch
Letters, emails, memos and reports.
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5 steps to Communication
• Encoding– Speaker gives the info
• Decoding– Audience receives info
• Reception – Audience receives info
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PEERS & MEMBERS OF THE TEAM
PATIENT, FAMILY& COMMUNITY
WORKERS’ FAMILY & FRIENDS
SUPERIOR
NURSES
SUBORDINATES
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Analytical & Global Marking
Effective
4Things To
Remember
Communication:
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Why Do YouCommunicate?
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Relationships
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CareerOffice
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7070%%Mistakes at work is due to poor communication
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Difficult Situations
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Very Difficult Situations
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4 Steps to
Helpful Listening
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AFFIRM
EXPLORE
REFLECT
SILENCE
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Seek first to Understand
Before Being Understood
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The Cockroach Game
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6PrinciplesOf Choosing the Right Words
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Don’t Don’t Always Always
Use Use “You”!“You”!
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“You must be more polite.”
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Focus on Solutions, not ProblemsFocus on Solutions, not Problems
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“We have run out of cherries!”
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Use more Use more CANs’CANs’ than CAN’Ts’than CAN’Ts’
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“I CAN’T help you now!”
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Say what you WANT, not what you DON’T WANT
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“I don’t want to be pulled-out!”
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Focus on the FUTURE, Focus on the FUTURE, not the PASTnot the PAST
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“Why did you perform so badly yesterday?”
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SHARE your ideas, SHARE your ideas, don’t ARGUEdon’t ARGUE
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“I don’t agree with you! You are wrong!”
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5Cs’s’
Of Effective Speaking
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•Courteous
•Clear?
•Concise
•Complete
•Concrete
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Non-VerbalCommunication
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Women are more Sensitive than Men!
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Eye Contact
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• Direct Eye Contact
• Look Downwards
• Single Raised Eye-Brow
• Both Raised Eye-Brows
• Bent Eye-Brows
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Posture
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Gestures
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Proximity
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Smiling
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17Muscles to SMILEMuscles to SMILE
43Muscles to FROWN
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#1 Listen Carefully
#2 Use the Right Words
#3 Speak Well
#4 Watch Your Body Language
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Methods of Communication
Memo, fax, e-mail, voice mail, letter.
Phone call, in-person.
Two-Way
One-Way
Collaborative
Team meetings, consulting, consensus, decision making, group problem solving.
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Feedback
• Clarifying– Restating
• Interpretive – Making observations
• Judgmental – Drawing conclusions
• Personal Reaction– Your personal feelings
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Communication Advantages Increase productivity.
Reduce stress.
Better understand what others are saying.
Better understand how to get your message across.
Enhance relationships.
Save time and money.
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Who Is Responsible?
The Communicator.
How Much Is The Communicator Responsible?
60 Percent!
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Some Tips
• Don’t read from notes
• Add humor
• Speak Clearly
• Pause
• Watch your body language
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More Tips
• Know when to stop talking
• Audio visuals
• Maintain Eye contact
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