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Effective Communication Skills

The document discusses various aspects of effective communication. It covers the key elements of communication including the sender, message, receiver and feedback. It also discusses different communication methods, both verbal and nonverbal. Factors that can influence communication are described as well as techniques to enhance communication and overcome barriers. The importance of listening, observation and active listening for nurses is emphasized. The goals and phases of therapeutic communication are outlined. Determinants of effective communication for both nurses and clients are provided. The document also covers communication within the healthcare team and the various ways nurses communicate, both orally and in writing.

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Jessica Aira Mae B. Danao
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119 views33 pages

Effective Communication Skills

The document discusses various aspects of effective communication. It covers the key elements of communication including the sender, message, receiver and feedback. It also discusses different communication methods, both verbal and nonverbal. Factors that can influence communication are described as well as techniques to enhance communication and overcome barriers. The importance of listening, observation and active listening for nurses is emphasized. The goals and phases of therapeutic communication are outlined. Determinants of effective communication for both nurses and clients are provided. The document also covers communication within the healthcare team and the various ways nurses communicate, both orally and in writing.

Uploaded by

Jessica Aira Mae B. Danao
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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EFFECTIVE COMMUNICATION

SKILLS
COMMUNICATION

 The sending and receiving of a message.


ASPECTS OF COMMUNICATION (I)

 Sender - the one who conveys the message to another


person.
 Message - the thought, idea, or emotion conveyed.
 Channel - how the message is sent.
ASPECTS OF COMMUNICATION (II)

 Receiver - physiological/ psychological components.


 Feedback - the receiver’s response to the sender.
 Influences - Culture, education, emotions and other factors
involved.
METHODS OF COMMUNICATION

 Verbal - Speaking, Listening, Writing, Reading.

 Nonverbal - Gestures, Facial Expressions, Posture and


Gait, Tone of Voice, Touch, Eye Contact, Body Position,
Physical Appearance.
INFLUENCES ON COMMUNICATION

 Age
 Education
 Emotions
 Culture
 Language
 Attention
 Surroundings
CONGRUENCY OF MESSAGES

 Verbal and nonverbal communication must be congruent,


or in agreement.
LISTENING AND OBSERVING

 Listening and observing are two of the most valuable skills


a nurse can have.

 These two skills are used to gather the subjective and


objective data for the nursing assessment.
ACTIVE LISTENING

 The process of hearing spoken words and noting nonverbal


behavior.

 Active listening takes energy and concentration.


THERAPEUTIC COMMUNICATION

 Sometimes called effective communication, it is purposeful


and goal-oriented, creating a beneficial outcome for the
client.
GOALS OF
THERAPEUTIC COMMUNICATION

 To obtain or provide information


 To develop trust
 To show caring
 To explore feelings
ENHANCING COMMUNICATION

 Self-Disclosure.
 Caring.
 Genuineness.
 Warmth.
 Active Listening.
 Empathy (the capacity to understand another’s feelings).
 Acceptance and respect.
COMMUNICATION TECHNIQUES

 Clarifying/validating.
 Asking open questions.
 Using indirect statements.
 Reflecting.
 Paraphrasing.
 Summarizing.
 Focusing.
 Silence.
BARRIERS COMMUNICATION

 Closed questions.
 False reassurance.
 Judgmental responses.
 Defensive reflex.
 Agreeing/Disagreeing or Approving/ Disapproving.
 Giving advice.
 Requesting an explanation.
 Changing the subject.
PSYCHOSOCIAL ASPECTS OF
COMMUNICATION

 Style.
 Gestures.
 Meaning of time.
 Meaning of space.
 Cultural values.
 Political correctness.
STYLE
Three types of style:

 Passive - apologetic, weak, makes little eye contact, often


fidgety.

 Aggressive - haughty, angry, demanding, shows no


concern for anyone else’s feelings

 Assertive - honest, direct, firm, makes eye contact,


confident, respectful of others.
GESTURES

 Movements of the hands and arms.

 Nurses must be sensitive to cultural variances with regard


to gestures.
MEANING OF SPACE

 Human beings all observe rules around comfort zones—the distance observed
between two people. Such comfort zones include:

 Intimate: touch to 18 inches


 Personal: 18 inches to 4 feet
 Social: 4 feet to 12 feet
 Public: 12 feet or more
CULTURAL VALUES

 A nurse should be familiar with the cultural values of the


people in the nurse’s region of employment.

 A nurse needs to be aware of those times when her values


differ from the values of the dominant culture.
POLITICAL CORRECTNESS

 To be politically correct in communication means to use


language sensitive to those who are different from oneself.
NURSE-CLIENT COMMUNICATION

 Almost every nurse-client interaction should involve


therapeutic communication.

 Nurse-client communication is influenced by both the


nurse and the client.
THREE PHASES OF
NURSE-CLIENT COMMUNICATION

 Introduction: Fairly short; expectations clarified; mutual


goals set

 Working: Major portion of the interaction; used to


accomplish goals outlined in introduction; feedback from
client essential.

 Termination: Nurse asks if client has questions;


summarizing the topic is another way to indicate closure.
DETERMINANT FACTORS IN
COMMUNICATION

A nurse’s communication is affected by:

 Past Experience
 State of Health
 Home Situation
 Workload
 Staff Relations
 Self-Awareness
DETERMINANT FACTORS IN
COMMUNICATION

A client’s communication is affected by:

 Social Factors
 Religion
 Family Situation
 Level of Consciousness
 Stage of Illness
 Visual, Hearing and Speech Ability
 Language Proficiency
COMMUNICATION WITHIN THE HEALTH CARE
TEAM

 Providing care is a team effort.

 To ensure efficiency and effectiveness, effective


communication is necessary.

 This communication may be oral or written.


THE NURSE’S WAYS OF COMMUNICATION

 Oral

 Written

 Self-Reflection
ORAL COMMUNICATION
Nurses communicate within many different relationships, each with their own rules.

 Nurse-Nurse
 Nurse-Nursing Assistant
 Nurse-Student Nurse
 Nurse-Physician
 Nurse-Other Health Professionals
 Nurse- Patient
 Nurse- Family
 Group Communication (I.e. client-care conferences)
WRITTEN COMMUNICATION

Nurses’ communications are often


written:
 On charts
 Requisitions for x-rays and other tests and services
 Electronic communications, via computer
 Telemedicine: the use of communications technology to
transmit health information from one location to another.
SELF-REFLECTION

Nurses often engage in internal dialogue:


 Positive self-talk: Saying positive thoughts aloud;
thinking, saying and hearing positive statements about
yourself

 Negative self-talk: Self-destructive. Your self-image is


lowered by your own criticism.
COMMUNICATION TO PROBLEM SOLVING

State your problem and interests. Acknowledge others' problems


and interests. Avoid name calling and answering a complaint with
another complaint.
Listen to the other parties and know their interests.  Ask “why,”
“why not” and “what if” questions to better understand. Use silence
to demonstrate you are willing to listen or to help move the other side
into a position to listen more effectively to you.
Offer an apology when appropriate.
Stay in the present and the future. The past has already been lived.
Stick to the present topic.
 Look for areas of agreement.
 Set the time for the next discussion and take a time out if the
discussion deteriorates.
 Use mutual restating until a party who continues to feel
misunderstood feels understood appropriately.
 State requests for change in behavioral terms. Don’t ask for
changes in attitude or feeling just to be different.
 Consistently express verbal and body messages. If negative
feelings must be expressed, only use words. Show confidence in
the process, relax, use good eye contact and show interest.
COMMUNICATION FOR PATIENT SAFETY

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