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Nursing leadership and Management

Communication in Nursing Services Department
Definitions
Communication is the degree to which an organization permits, and
promotes a free and open exchange of ideas, information, thoughts, feelings or
needs among its members.

Purpose
 To inform and add to the knowledge of the reader or listener eg. Reports,
stories and news.
 To entertain, amuse and hold a passive audience attention.
 To persuade, convince, activate or to reinforce.
Components
Sender
From: Via
Message channel
Into: Receiver

Types
(A) Verbal Communication:
Is the transmission of message by said, heard and written words .
-Use an appropriate tone of voice
-Give verbal encourage ment
-Ask questions
-Paraphrase
-Reflect feelings
-seek clarification.
(B)Non verbal Communication

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 Is the transmission of message by observation and sensation, also
called body language .
-85% of communication
-Paying full attention
-Using facial expression that show interest and concern
-Eye contact
-Using encourage gestures as nodding head
-Posture\ gait, touch.

Downward:
Between supervisors and their subordinates. Transmit information from higher
to lower levels of the organization. Leaders, fro m central office administrators to
building-level administrators, communicate downward to group me mbers through
speeches, messages, board policy manuals, and procedure handbooks. It consists
of policies, rules, and procedures that flow from top administration to lower
levels.
For example:
The hospital director must keep personnel informed about new policies and
overall progress of the hospital.
Up ward:
Between subordinates and their supervisors, refers to communication that
travel from staff member to leader. This is necessary not only to determine
if staff members have understood information sent downward but also to meet
the ego needs of staff. It helps administrators to know what is going on. How
effective the policies are?, How subordinates feel about their job
Horizontal:
Is exchange between people at similar level in the hierarchy. Is essentially
coordinative and occurs between depart ments or divisions on the same level.

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Tools
1. Time schedule.
2. Daily assignment.
3. Policies.
4. Manuals.
5. Reports.
6. Records.
7. Evaluation forms.
8. Conferences.
9. Rounds.
10. Teaching.
Records
A device set up by the administrative office to be used for collection of
information, which considered essential.
Conferences
Is a meeting between two or more persons to exchange ideas, feeling or
information. It includes the following types:
Individual conference:
Between two persons, to discuss personal problems as in the performance
evaluation interview.
Group Conference:
Between more than two persons: eg.
a. Patient care conference:
To discuss patient problem and plan for nursing care.
b. Staff conference:
To discuss proble ms related to staff, explain policies and procedures.
Rounds
Medical discussion besides the patient bed, e.g. nursing rounds. and medical
rounds
Teaching:
As patient teaching:

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 This takes the form of either on the spot education or organized classes for
patient and their families.