T IO N
N I C A
M MU
CO
The process of
Communication
Is the process of exchanging
information and the process of
generating and transmitting
meanings between 2 or more
individuals.
It is the foundation of society and the
most primary aspect of a nurse-
patient interaction.
Communication involves a source(
encoder) ;message , channel and
receiver ( decoder
This communication process is
initiated based on a stimulus or a
patient need must be addressed.
THE PATIENT NEED might be due to a
patient’s discomfort , a need for
information, or to address any
uncertainty the patient might be
experiencing
Sender/source (encoder)
Person or
group who
initiates or
begins the
communicatio
n process
message
Is the actual
physiologic product
of the source
Might be a speech
interview,
telephone
conversation ,
chart ,
conversation
,gesture ,
memorandum or
nursing note
Channel of communication
Medium the sender has selected to
send the message
Itmight target any of the receiver’s
senses
A.
AUDITORY-
Message
spoken words and
can be sent cues
to the
B.VISUAL-sight ,
receiver observation and
through the perception
ff channels C.KINESTHETIC-
touch
RECEIVER OR DECODER
Must translate or
interpret the
message sent
Through the
translation of
message, the
receiver must then
make a decision
about an accurate
response
FEEDBACK
Confirmation of the message
provides feedback (evidence) that
the receiver has understood the
intended message
FACTORSTHAT DISTORT
THEQUALITY OF A MESSAGE
Might be in the form of TV, or from pain
or discomfort experienced by patient
4 LEVELS OF COMMUNICATION
• A. INTRAPERSONAL COMMUNICATION
• B. INTERPERSONAL COMMUNICATION
• C. SMALL-GROUP COMMUNICATION
• D. ORGANIZATIONAL
INTRAPERSONAL
COMMUNICATION
Self-talk; communication that happens within
the individual
Nurses uses self-talk to enhance positive
interaction with the pt and family
Is crucial because it affects the nurse’s
behavior
Understanding the importance can also help
you to work with patient’s and families whose
negative self-talk affects their health-care
abilities
INTERPERSONAL
COMMUNICATION
Occurs between two or more people with
a goal to exchange messages
Nurses spent communicating with
patients , family members and members
of the health team
SMALL GROUP COMMUNICATION
Occurs when nurses interact with 2 or
more individuals.
Members of small group must
communicate to achieve their goal
Examples: staff meetings; patient care
conference , teaching sessions; or
support groups
ORGANIZATIONAL
COMMUNICATION
Occurs when an individual and groups
within an organization communicate to
achieve established goals.
Nurse on a practice council meeting to
review unit policies or nurses working
with interdisciplinary groups on strategic
planning or quality assurance will use
organizational communication to achieve
aims
Group dynamics
Can be described most simply as how
individual group members relate to one
another during the process of working
toward group goals
Each group member uses his/her talents
and interpersonal strengths and
interpersonal strengths to help the group
to accomplish its goals
Group dynamics
Effectivegroups posses members who
are mutually respectful
Individual group-member roles can be
categorized in one or three ways
A) task-oriented role- focusing on the work
to be done (ex: information giver, informtion
seeker , clarifier , coordinator , delegator
,energizer , evaluator)
B. group –building or maintenance roles-
focusing on the well being of people
doing the work. (ex. Active listener ,
harmonizer, trust builder , tension
reliever , or supporter
C. self-servicing roles- which advance
the needs of individual members at the
groups’ expense (ex: attention seeker ,
dominator ,blocker ,special pleader ,
withdrawer, aggressor
FORMS OF COMMUNICATION
COMMUNICATION-
is the process of
sending and
receiving messages
in the forms of
Verbal and Non
verbal
communication
techniques.
VERBAL COMMUNICATION
Exchange of information using words ,
including both the spoken and written word
verbal communication depends on language.
LANGUAGE- is a prescribed way of using
words so that people can share information
effectively
Nurses use verbal communication extensively
when providing patient care( giving oral
reports to other nurses, writing care plans)
NON VERBAL COMMUNICATION
Transmission of information without the use
of words
It is what is not said
Often termed body language
it often helps nurses to understand subtle and
hidden meanings in what is being said
verbally
NON VERBAL COMMUNICATION
Information is exchanged through nonverbal
communication in various ways/ forms
Expresses more of the true meaning of a
message than verbal communication ;
therefore nurses must be aware of both non
verbal messages they receive from patients
FORMS OF NON VERBAL
COMMUNICATION
TOUCH-
viewed as one of the
most effective non verbal
ways to express feelings
of comfort , love ,
affection , security ,
anger , frustration ,
aggression , excitement
and many others
touch
Eye contact / posture
Eye Posture
contact
Suggests The way the
respect
and a willingness person holds the
to listen and to body
keep Provides nonverbal
communication cues concerning
open pain and physical
Its absence often limitations
indicates anxiety or
avoidance of
communication
GAIT
A BOUNCY
PURPOSEFUL WALK
USUALLY CARRIES
A MESSAGE OF
WELL BEING ; LESS
PUPOSEFUL OFTEN
MEANS THE
PERSON IS SAD OR
DISCOURAGED
GESTURES
GESTURES
USING VARIOUS PARTS OF THE BODY CAN
CARRY NUMEROUS MESSAGES--- example
thumbs up ( victory), kicking an object
(angry); wringing the hands or tapping a
foot indicates anxiety
Closed body positions, such as crossed
legs or arms folded across the chest,
indicate that the interaction might
threaten the listener who is defensive or
not accepting.
FACIAL EXPRESSIONS
FACE – most
expressive part of
the body
nurse need to
learn to control
their own facial
expressions
GENERAL PHYSICAL
APPEARANCE
MODE OF DRESS AND GROOMING
Healthy people with
self esteem tend to
pay attention to
details of dress and
grooming
sick> demonstrate
little interest in
personal
appearance
SOUNDS
CRYING
MOANING
GASPING
SIGHING
> can be
interpreted in
numerous ways
silence
May indicate
complete
understanding of
each other or
might mean that
they are angry
with each other
