COMMUNICATION

Prepared By:
WILHELMINA G. BERNARDO, R.N.,
R.M., M.A.N.
 COMMUNICATION
• It came from the Latin word
“communicare” which means “to
impart, share or make common”

• It is a basic component and a process

of sharing information or the process of
generating and transmitting meaning
between two or more people.
COMMUNICATION IN NURSING
• It is the process by which humans meet
their survival needs, aid relationships
and experience emotions.

• It is a dynamic process used to gather

assessment data, to teach and
presuade and to express caring and
comfort.
 GENERAL PURPOSES OF
COMMUNICATION
• To gather information

• To validate information

• To share information

• To develop trusting relationship

 ELEMENTS OF
COMMUNICATION
1. REFERENT OR STIMULUS –it
moderates a person to communicate
with another. It may be an objective,
emotion, idea, need or act.

2. SENDER OR ENCODER –it is the person

who initiates interpersonal
communication or message.
 ELEMENTS OF
COMMUNICATION
3. MESSAGE –it is the information that is
sent or expressed by the sender.

4. CHANNEL –it is the means of

conveying messages such as auditory,
visual or tactile senses.
 ELEMENTS OF
COMMUNICATION
5. RECEIVER OR DECODER –it is the
person to whom the message is sent.

6. FEEDBACK –it helps to reveal whether

the meaning of the message is
received.
 STEPS IN COMMUNICATION
1. THINKING –starts with the information
of the idea in the sender’s mind.

2. ENCODING –putting thoughts in a form

for possible communication, including
translating experiences into facial
expressions, body movements, eye
movements, etc.
 STEPS IN COMMUNICATION
3. TRANSMITTING –spreading the
message through a medium channel
(oral, written or gestures)

4. PERCEIVING –receiver perceives the

message through the use of the senses
 STEPS IN COMMUNICATION
5. DECODING –receiver translates the
meaning of the message into an
understandable form.

6. UNDERSTANDING – receiver
understands the intended message
from the source.
 CHANNELS OF
COMMUNICATION
• Auditory

– Hearing

– Listening
 CHANNELS OF
COMMUNICATION
• Visual
– Observation

– Perception

– Reading

– Sight
 CHANNELS OF
COMMUNICATION
• Kinesthetic

– Caring touch

– Procedural touch
 MODES OF COMMUNICATION
1. VERBAL COMMUNICATION – INVOLVES
SPOKEN OR WRITTEN WORDS. Words
are tools or symbols used to express
ideas or feelings, arouse emotional
responses or describe objects,
observations, memories or inferences.
 MODES OF COMMUNICATION
Paraverbal or Paralinguistic Cues –adds
meaning to a message. Cues such as
tones, pitch of voice, speed, volume,
inflections and grunts are examples of
cues that can lead to understanding
even if there is a language barrier.
 MODES OF COMMUNICATION
Criteria for an effective verbal communication:

a. Pace and intonation

b. Simplicity
c. Clarity and brevity
d. Timing and relevance
e. Adaptability
f. Credibility
g. humor
 MODES OF COMMUNICATION
2. NON-VERBAL COMMUNICATION –is
transmission of messages without the
use of words. We continuously
communicate non-verbally in every
face-to-face encounter. It is
sometimes called body language.
MODES OF COMMUNICATION
– It involves use of cues such as facial
expression, posture, touch, gestures, physical
appearance, eye contact, and other body
movements. These cues carry more weight
than verbal ones because they are considered
as a more accurate expression of true
feelings since sometimes they are involuntary
and less under the control of the person
sending the message. Gestures impart
meaning that are more powerful than
words.
 MODES OF COMMUNICATION
• Examples of Non Verbal Communication:

a.Facial Expression –the greatest conveyor of

non verbal messages. It is through the face,
mostly the eyes where emotions and feelings
(such as fear, interest, concern, sadness,
honesty/dishonesty, shock, shyness,
pleasure, excitement and flirtation) are
conveyed.
 MODES OF COMMUNICATION
b. Posture and gait –may indicate
anxiety, relaxation, negative or
positive self-image, confidence
(standing straight, chin up),
depression, bodily condition,
acceptance or interest (leaning
forward) rejection or aversion (leaning
backwoard) exhaustion, boredom
(slumping)
 MODES OF COMMUNICATION
c. Gestures –refer to the movement of the
body parts such as shrugging the shoulders,
waving the hands, tapping the feet.
Openness and willingness to listen to the
patient may be depicted by facing him in a
relaxed position, with hands resting palms
up on the lap. Crossed arms pulled closely
against the body may indicate non-
acceptance and a lack of desire to hear the
patient.
 MODES OF COMMUNICATION
d. Touch – can be used to soothe,
comfort and establish rapport. It can
communicate a sense of caring or it
can be perceived as intrusive or
hostile. It should be used cautiously
for patients/clients who are:
suspicious or delusional or angry
patients.
 MODES OF COMMUNICATION
E. Physical Appearance or Artifacts –
include items in the client’s
environment, such as grooming or use
of clothing and jewelries. They can
convey non-verbal messages that might
enhance or hinder the real message of
the spoken words.
 MODES OF COMMUNICATION
3. ELECTRONIC COMMUNICATION

- It is another form of communication which

has evolved with technology.

- the most common form of electronic

communication is e-mail where an
individual can send a message by computer.
 MODES OF COMMUNICATION
Advantages:

1. It is a fast, efficient way to

communicate and it is legible

2. It provides a record of the date and

time of the message that was sent or
received.
 MODES OF COMMUNICATION
Disadvantages:

1. The risk of confidentiality

2. Socioeconomics. Not everyone has

computer.
 FACTORS INFLUENCING THE
COMMUNICATION PROCESS
1. Development
2. Gender
3. Values and perceptions
4. Personal space
5. Territoriality
6. Roles and relationships
7. Environment
8. Congruence
9. Attitude
 TYPES OF COMMUNICATION
A. Social Communication – conversation
is usually superficial and meets the
needs of both parties. Its goal is
usually for enjoyment and prevent
boredome
 TYPES OF COMMUNICATION
B. Therapeutic Communication –
facilitates the establishment of he
nurse-patient relationship for the
creation of a beneficial outcome for
the client. Its purpose is to improve
the patient’s ability to function.
 TYPES OF COMMUNICATION
C. Formal Communication –consists of
written message and the medium may
include lectures, reports, charting in
the patients records and public
speaking. Usually, with formal
communication, there is one sender
transmitting messages to several
others.
 PHASES OF
COMMUNICATION/INTERVIEW
I. ORIENTATION PHASE

The tone and guidelines for the relationship are

established. The interviewer and interviewee meet
and learn to identify each other by name.

The role of persons in the relationship is more

likely to occur when the responsibilities assigned
to each participant are known and accepted and
when there is leadership present.
 PHASES OF
COMMUNICATION/INTERVIEW
An agreement of contract about the
goals of the relationship, location of
interview, frequency and length of
contracts and duration of relationship,
the agreement may also include the
way in which personal information that
the interviewee may divulge will be
handled.
 PHASES OF
COMMUNICATION/INTERVIEW
II. WORKING PHASE
The working phase is the longest
phase. Interaction is the essence of
this phase. The interactions that
occur at this time are purposeful in
that they have been designed to
ensure achievement of mutually
agreed upon goal and objectives.
 PHASES OF
COMMUNICATION/INTERVIEW
III. TERMINATION PHASE

This occurs when the conclusion of the

initial agreement is ackowledged. The
interviewee and interviewer examine the goals
of helping relationship to indication of their
attainment or for evidence of progress toward
the goal. If the goals have not been reached,
the progress can be acknowledged and either
the interviewee or the interviewer may make
suggestions for future efforts.
 BARRIERS TO
COMMUNICATION
TECHNIQUE DESCRIPTION EXAMPLES
Stereotyping Offering generalized “Two-year-olds are
and oversimplified brats.”
beliefs about groups of
people that are based “Women are
on experiences too complainers.”
limited to be valid.
These responses “Men don’t cry.”
categorize clients and
negate their “Most people don’t
uniqueness as have any pain after
individuals. this type of surgery.”
 BARRIERS TO
COMMUNICATION
TECHNIQUE DESCRIPTION EXAMPLES
Agreeing and Akin to judgmental Client: “I don’t think
disagreeing responses, agreeing Dr. Broad is a very
and disagreeing imply good doctor. He
that the client is either doesn’t seem
right or wrong and that interested in his
the nurse is in a patients.”
position to judge this.
These responses deter Nurse: “Dr. Broad is
clients from thinking the head of the
through their position department of surgery
and may cause a client and is an excellent
to become defensive. surgeon.”
 BARRIERS TO
COMMUNICATION
TECHNIQUE DESCRIPTION EXAMPLES
Being defensive Attempting to protect Client: “Those night
a person or health care nurses must just sit
services from negative around and talk all
comments. These night. They didn’t
reponses prevent the answer my light for
client from expressing over an hour.”
true concerns. The
nurse is saying, “You Nurse: “I’ll have you
have no right to know we literally run
complain.” Defensive around on nights.
responses protect the You’re not the only
nurse from admitting client, you know.”
weaknesses in the
health care services,
including personal
weaknesses.
 BARRIERS TO
COMMUNICATION
TECHNIQUE DESCRIPTION EXAMPLES
Challenging Giving a response that Client: “I felt
makes clients prove nauseated after that
their statement or red pill.”
point of view. These
responses indicate that Nurse: “Surely you
the nurse is failing to don’t think I gave you
consider the client’s the wrong pill?”
feelings, making the
client feel it necessary Client: “I feel as if I
to defend a position. am dying.”

Nurse: “How can you

feel that way when
your pules is 60?”
 BARRIERS TO
COMMUNICATION
TECHNIQUE DESCRIPTION EXAMPLES
Client: “I believe my
husband doesn’t love
me.”

Nurse: “You can’t say

that; why, he visits you
every day.”
 BARRIERS TO
COMMUNICATION
TECHNIQUE DESCRIPTION EXAMPLES
Probing Asking for information Client: “I was speeding
chiefly out of along the street and
curiousity rather than didn’t see the stop
with the intent to sign.”
assist the client. These
responses are Nurse: “Why were you
considered prying and speeding?”
violate the client’s
privacy. Asking “why” Client: “I didn’t ask
is often probing and the doctor when he
places the client in a was here.”
defensive position.
Nurse: “Why didn’t
you?”
 BARRIERS TO
COMMUNICATION
TECHNIQUE DESCRIPTION EXAMPLES
Testing Asking questions that “Who do you think you
make the client admit are?” (forces people to
to something. These admit their status is
repsonses permit the only that of client.)
cleint only limited
answers and often Do you think I am not
meet the nurse’s need busy?” (forces the
rather than the client to admit that
client’s. the nurse really is
busy)
 BARRIERS TO
COMMUNICATION
TECHNIQUE DESCRIPTION EXAMPLES
Rejecting Refusing to discuss “I don’t want to
certain topics with the discuss that. Let’s talk
client. These responses about...”
often make clients feel
that the nurse is “Let’s discuss other
rejecting not only their areas of interest to you
communication but rather than the two
also the clients problems you keep
themselves. mentioning.”

“I can’t talk now. I’m

on my way for coffee
break.”
 BARRIERS TO
COMMUNICATION
TECHNIQUE DESCRIPTION EXAMPLES
Changing topics and Directing the Client: “I’m separated
subjects communication into from my wife. Do you
areas of self-interest think I should have
rather than considering sexual relations with
the client’s concerns another woman?”
ins often a self-
protective response to Nurse: “I see that
a topic that causes you’re 36 and that you
anxiety. These like gardening. This
responses imply that sunshine is good for my
what the nurse roses. I have a
considers important beautiful rose garden.”
will be discussed and
that clients should not
discuss certain topics.
 BARRIERS TO
COMMUNICATION
TECHNIQUE DESCRIPTION EXAMPLES
Unwarranted Using cliches or “You’ll feel better
reassurance comforting statements soon.”
of advice as a means
to reassure the client. “I’m sure everything
These responses block will turn out all right.”
the fears, feelings, and
other thoughts of the “Don’t worry.”
client.
 BARRIERS TO
COMMUNICATION
TECHNIQUE DESCRIPTION EXAMPLES
Passing judgment Giving opinions and “That’s good (bad).”
approving or
disapproving “You shouldn’t do
responses, moralizing, that.”
or implying one’s own
values. These reponses “That’s not good
imply that the client enough.”
must think as the nurse
thinks, fostering client “What you did was
dependence. wrong (right).”
 BARRIERS TO
COMMUNICATION
TECHNIQUE DESCRIPTION EXAMPLES
Giving common advice Telling the client what Cleint: “Should I move
to do. These responses from my home to a
deny the client’s right nursing home?”
to be an equal partner.
Note that giving expert Nurse: “If I were you,
rather than common I’d go to a nursing
advice is therapeutic. home, where you’ll get
your meals cooked for
you.”