COMMUNICATION SKILLS

ASSIGNMENT
2 GROUP 2
Nur/00010/022 Nur/00049/022
Nur/00012/022 Nur/03008/022
Nur/03009/022 Nur/00047/022
Listening Skills
• What is listening?
• • Listening is the capacity to precisely hear and decipher signals during a
conversation.
• • Effective listening is essential for every communication; without it, messages
are readily misinterpreted.
• Effective listening is a crucial talent that every individual should possess.
• • An active method of gathering concepts and knowledge.
• • "The process of listening is taking in spoken information, making sense of it,
and responding to it."
• It is insufficient for a competent listener to only focus on what the speaker
says; they also need to be aware of their nonverbal cues.
Process Of Listening
• Receiving
• Is the intentional focus on hearing a speaker’s message.
• This stage is represented by the ear because it is the primary tool
involved with this stage of the listening process.
• Understanding
• In the understanding stage, we attempt to learn the meaning of the
message, which is not always easy.
• Deciding what the message means to you
Cont;
• Remembering
• The first step in remembering is listening; if you find yourself unable to recall what
was said, it's possible that you weren't listening intently. But even when you're
paying close attention, some messages are harder to comprehend and retain than
others. Highly developed listening abilities are required for messages that are
extremely detailed and complex
• Evaluating
• Evaluating is the fourth step in the listening process.
• • Listeners' assessments of the same communication can differ significantly from
one another.
• • Since the brain is the main instrument used in stages two, three, and four of the
listening process, it is used to represent these stages.
Cont;
• Responding
• The fifth and last step in the listening process is responding, sometimes
known as feedback.
• • Your response to the communication. It can be both cerebral and
sentimental.
• • If, for instance, you stay after class to finish a phrase from your notes or if
you approach the teacher to get clarification, you are providing your
instructor with positive feedback. When class ends, students who have
gathered their belongings and hurried out the door provide the opposite
type of feedback. We frequently provide feedback verbally, thus the lips
indicate this stage; but, you can also answer nonverbally with equal ease.
Importance of Listening
• We show that we are serious
• We display respect to other’s view point
• Helps us to learn
• Helps us to adapt and understand
Why is Listening Important?
• To avoid communication errors.
• Helps to learn something new.
• It is the key to success
Basic Types of Listening
• Active Listening
•Understanding all things
•Proper interaction.
•Proper feedback
• Selective Listening
•We remember only
• Selective portion.
• Topic is not to our liking
Cont;
• Empathetic listening
• When we listen empathetically, we go beyond sympathy to seek a truer
understand how others are feeling.
• This requires excellent discrimination and close attention to the nuances
of emotional signals. When we are being truly empathetic, we actually
feel what they are feeling.
• Ignoring Listening
• Not listening at all
• Is pretty insulting to others.
• It can lead to strained relations
Barriers to effective listening
• 1.Pre-judgments about the speaker.
• 2.Assuming that the speaker is going to give some unimportant
information.
• 3.Arriving late for a speech, presentation or lecture.
• 4.Judging the speaker by his/her mannerisms, voice, appearance, accent,
etc.
• 5.Lack of concentration/interest.
• 6.Avoiding listening to difficult, boring or complex information and
selectively listening only to what is considered interesting.
• 7.Speaker or listener being distracted by disturbances
How To Listen Effectively

• 1. Stop Talking – Be Silent

• 2. Show Interest
• 3. Empathize
• 4. Ask Questions
• 5. Maintain Eye Contact
• 6. Take notes
• 7. Listen Creatively
• 8. Put Your Entirety
• 9. Send feedback
• 10. Avoid or eliminate distraction
• 11. Try to gather information about the topic to develop interest and familiarity.
Benefits of Effective Listening
• Enhances productivity
• Improves relations
• Avoids conflicts
• Improves understanding
• Improves negotiation skills
• Adds to your Image & Personality
Speaking

• Speaking is the verbal expression of thoughts, ideas, and emotions. It

is a fundamental aspect of human communication that involves the
use of language to convey messages, share information, and engage
in interactive discourse
2. Process of Speaking:
• a. Preparation: The speaker organizes thoughts, selects appropriate
language, and considers the audience.
• b. Encoding: Converting thoughts into spoken words, choosing tone,
pitch, and non-verbal cues.
• c. Transmission: Delivering the message through speech.
• d. Decoding: Listeners interpret and make sense of the spoken
message.
• e. Feedback: The exchange of responses and reactions between the
speaker and the audience
3. Importance of Speaking
• a. Effective Communication: Speaking is a primary vehicle for effective
communication, enabling the transmission of ideas with clarity.
• b. Relationship Building: Good speaking skills contribute to building
positive interpersonal relationships, both personally and
professionally.
• c. Career Advancement: In various professions, including nursing,
effective speaking is often a key factor in career success and
advancement
4. Basic Types of Speaking Skills
• a. Informative Speaking: Conveying facts, knowledge, or information.
• b. Persuasive Speaking: Influencing others' beliefs or actions through
argumentation.
• c. Entertaining Speaking: Captivating an audience through storytelling
or humor.
• d. Instructive Speaking: Providing guidance or directions.
5. Barriers to Speaking:
• a. Lack of Confidence: Low self-esteem or fear can hinder effective
speaking.
• b. Poor Listening Skills: Inability to understand the audience's needs
and responses.
• c. Cultural and Language Differences: Diverse backgrounds may lead
to misinterpretations.
• d. Physical Barriers: Environmental factors such as noise or distraction
7. Benefits of Speaking in Communication
Skills:
• a. Enhanced Understanding: Speaking facilitates the exchange of
ideas, leading to better understanding among individuals.
• b. Conflict Resolution: Effective speaking helps in resolving conflicts by
promoting open and honest communication.
• c. Career Success: Strong speaking skills are often linked to
professional success and leadership roles.
Questioning

• Questioning is a cognitive process that involves seeking information,

clarification, or understanding. The process typically includes:
• 1. Understanding the Context: Grasping the situation or topic at hand.
• 2. Formulating Questions: Crafting queries to gather specific
information.
• 3. Posing Questions: Actively asking these questions to relevant
parties.
• 4. Listening: Paying close attention to responses for further inquiry.
Cont;
• The following are some of the types of questions used in the
questioning process:
• 1. Open-Ended Questions: Encourage elaboration and discussion.
• 2. Closed-Ended Questions: Elicit specific, often brief, responses.
• 3. Probing Questions: Delve deeper into a topic, seeking more
information.
reasons why we question
• 1. Facilitates Learning: Encourages critical thinking and knowledge
acquisition.
• 2. Promotes Communication: Fosters dialogue and understanding
between individuals.
• 3. Problem Solving: Essential for uncovering solutions and addressing
issues.
• 4. Enhances Decision-Making: Informed questioning leads to better-
informed choices.
• 5. Testing knowledge: These skills can allow you to test other
individuals' knowledge on specific subjects.
How to Question Effectively
• 1. Be Clear and Concise: Ensure easy understanding.
• 2. Use Open-Ended Questions: Encourage detailed responses.
• 3. Avoid Leading Questions: Maintain objectivity.
• 4. Be Patient: Allow time for thoughtful responses
Barriers to effective questioning
• 1. Assumptions: Preconceived notions hinder objectivity.
• 2. Fear of Inquiry: Apprehension may discourage questions.
• 3. Lack of Active Listening: Inattentiveness impedes effectiveness.
Presentation
Procedure or phase of the study process wherein data is
presented for observation, interpretation, and
comprehension.
Methods Of Data Presentation
o Tabular method
Frequency tables
Relative frequency
o Graphic method
Bar charts
Frequency polygons
Tabular method
Simple Frequency Distribution table:
Examples of new cases at Chulaimbo Hospital:
Disease Cases

HIV 1100

Malaria 250

Hepatitis B 52

Total 1402
Complex Distribution Table
Example; Cases of Hepatitis in adults and children in the months of September and October 2019 in
Chulaimbo Hospital

September 2019 October 2019

Types of Hepatitis ADULTS CHILDREN ADULTS CHILDREN TOTAL

Hep A 54 9 120 23 206

Hep B 11 0 81 13 105

Hep C 11 4 34 11 60

Hep D 20 2 25 8 55

Total 96 15 260 55 426

Graphic Method
Graphs are used to organise and describe data
The graphs have two axes; vertical and horizontal
Scores are usually presented along the horizontal axis, while the frequency
is placed along the vertical axis.
Graphs be well labelled along vertical and the horizontal axes
Common graphic methods;
Bar charts
Histograms
Frequency polygons
Bar Graphs
When data being presented is discrete or when the data is nominal. The
data is collected using a frequency table.
The bar’s length/height represent the frequencies of each value in a data
set.
Similar to histograms with one exception i.e. spaces between the bar
chats.
Advantages;
 The mode is easily visible
 Can be used with numerical or categorical data
Disadvantages;
 Shows only frequencies of the elements of a data set
Simple Bar Graph

Chart Title

Joseph

Kamau

John

Amon

0 1 2 3 4 5 6

Series 3 Series 2 Series 1

Histograms
 Representing continuous variables/data
 Bars of equal width drawn for each interval (there is no space
between the bars)
 Each bar represents a class and its height represents frequency
(number of cases)
 Works well when:
o The data has a really big range
Advantages;
o Provides a way to display the frequency of occurrences of data along an interval.
Disadvantages;
 The use of intervals prevents the calculation of an exact measure of central
tendency.
 Impossible to compare two data sets.
Frequency Polygons
 Drawn based on the frequencies of the observations along the vertical axis
against the group or class midpoints.
 Simply derived from a histogram by connecting the mid points of the tops
of the rectangles in the histogram.
 Advantages;
o Sketches the outline of the data pattern more clearly compared to a
histogram
o Allows the comparison of two or more data sets; you can superimpose
two frequency polygons on the same axes
This is already indicated on the Histogram.
Chart Method
o Consists of a circle whose area represents the total frequency (100%)
which is subdivided into segments
o Each segment represents a variable with a proportional composition
of the total frequency
o Data is first converted into percentages
o Advantages;
Displays relative proportions of multiple classes of data
Summarizes a large data set in visual form
o Disadvantages;
It’s impossible to show changes overtime in the data presented in
one pie chart
Pie Chart Example: showing the sales in a year

Sales

1st Qtr 2nd Qtr 3rd Qtr 4th Qtr

RESONDING SKILLS
Responding skills in nursing encompass the ability to react, acknowledge, and
communicate effectively with patients, colleagues, and other healthcare
professionals. It involves the capacity to provide appropriate and timely replies,
feedback, or actions in various healthcare scenarios. Responding effectively in
nursing involves a combination of communication, empathy, critical thinking, and
adaptability to ensure optimal patient care and a conducive healthcare
environment
In nursing, responding skills encompass:
Active Listening and Understanding: Nurses need to actively listen to patients'
concerns, understand their needs, and respond empathetically. This includes using
verbal and non-verbal cues to demonstrate understanding.
Clarity and Precision: Providing clear and precise responses is crucial. Nurses must
convey information, instructions, or explanations in a manner that is easily
understandable to patients, avoiding medical jargon or complex terms.
Empathy and Compassion: Responding with empathy involves acknowledging
patients' emotions and demonstrating care and concern. It's about responding in a
way that shows understanding and support.
Timeliness and Promptness: Being responsive in a timely manner is essential in
nursing. Whether it's answering patients' questions, addressing concerns, or
responding to emergency situations, promptness is key.
Adaptability and Flexibility: Nurses must adjust their responses based on
individual patient needs, varying situations, and diverse cultural backgrounds.
Adapting communication styles to suit different patients ensures effective
interaction.
Problem-solving and Critical Thinking: Nurses need to respond to complex medical
situations by thinking critically and providing appropriate solutions or
interventions. This skill involves analyzing information and making decisions swiftly
and accurately.
Respect and Professionalism: Maintaining a respectful tone and professional
demeanor while responding to patients and colleagues is vital. It helps in building
trust and rapport in the healthcare setting.
Feedback and Confirmation: Nurses should encourage feedback from patients to
ensure they understand the information provided. Additionally, confirming
patients' comprehension of instructions or information given is crucial for their
well-being.
De-escalation and Conflict Resolution: Responding to challenging situations
involving conflict or emotional distress requires specialized skills to de-escalate
tensions and resolve issues calmly and effectively.
Documentation and Reporting: Accurate and detailed documentation of patient
interactions, responses to treatment, and communication with healthcare team
members is essential for continuity of care.
Importance of responding skills in nursing
Quality Patient Care: Effective communication and responding skills are essential
for delivering high-quality patient care. Nurses who can respond appropriately and
promptly contribute to better patient outcomes by addressing their needs and
concerns effectively.
Patient Satisfaction: Responsive nurses create a positive patient experience. When
patients feel heard, understood, and cared for, it significantly impacts their
satisfaction with the healthcare services they receive.
Building Trust and Rapport: A nurse's ability to respond empathetically and
effectively builds trust and rapport with patients. This trust is crucial in fostering a
strong patient-provider relationship, leading to improved cooperation, adherence
to treatment plans, and overall satisfaction with care.
Patient Safety: Clear and timely responses are critical for ensuring patient safety.
Nurses who can communicate important information, instructions, or warnings
effectively contribute to preventing errors or misunderstandings that could
jeopardize patient well-being.
Efficient Team Collaboration: Effective communication and response skills among
healthcare professionals promote efficient teamwork. Nurses who respond
promptly and accurately to colleagues' queries or reports facilitate smoother
workflows, leading to better coordination and improved patient care.
Reducing Miscommunication: A lack of proper response skills can lead to
miscommunication or misunderstandings in healthcare settings, potentially
resulting in medical errors, delays in treatment, or dissatisfaction among patients
and staff.
Emotional Support and Comfort: Nurses who respond with empathy and
compassion provide emotional support to patients and their families. This aspect is
crucial in healthcare, especially during difficult or sensitive situations, where
patients need comfort and reassurance.
Conflict Resolution and De-escalation: Nurses skilled in responding can effectively
manage conflicts or challenging situations, de-escalating tensions, and maintaining
a calm environment. This skill is vital in preventing disruptions to patient care and
ensuring a safe and supportive atmosphere.
Professionalism and Reputation: A nurse's ability to respond professionally and
courteously enhances the reputation of the healthcare facility. Patients and
colleagues are more likely to trust and recommend institutions where staff exhibit
excellent communication and response skills.
Continuity of Care: Detailed and accurate responses, along with proper
documentation, ensure continuity of care. Effective communication and response
skills help in transmitting critical information among healthcare teams, ensuring
seamless care transitions for patients.
Responding skills (types)
Active Listening: Focusing on and comprehending the speaker's message, providing
feedback to demonstrate understanding, and encouraging further communication.
Empathetic Responding: Acknowledging and validating others' emotions,
expressing empathy, and showing understanding and support.
Clarity and Conciseness: Providing clear, straightforward responses without
ambiguity, ensuring the message is easily understood by the recipient.
Assertive Communication: Expressing thoughts, needs, or concerns confidently,
while respecting the opinions and rights of others.
Questioning Techniques: Using different types of questions—open-ended, closed-
ended, probing, etc.—to gather information, encourage discussion, or clarify
points.
Non-Verbal Communication: Utilizing body language, facial expressions, gestures,
and eye contact to convey messages and complement verbal responses.
Reflective and Paraphrasing Skills: Restating or summarizing what was said to
ensure mutual understanding, reflecting on the speaker's emotions or statements
to convey empathy.
Conflict Resolution and De-escalation: Managing conflicts or tense situations by
employing strategies to reduce tension, find common ground, and reach mutually
beneficial resolutions
Cultural Competence in Communication: Recognizing and adapting
communication styles to respect diverse cultural norms, beliefs, and backgrounds.
Feedback and Confirmation: Offering constructive feedback, confirming
understanding, and seeking clarification to ensure effective communication.
Problem-solving Responses: Providing solutions or strategies in response to issues,
utilizing critical thinking to address challenges effectively.
Adaptability and Flexibility: Adjusting communication styles, approaches, or
responses to suit different contexts, personalities, or situations
Barriers to effective responding skills
several barriers can impede effective responding skills in communication,
including:
Lack of Active Listening: Not paying attention or being distracted while the other
person is speaking can hinder effective responses. Without active listening,
responses may be irrelevant or misaligned with the speaker's message.
Assumptions and Prejudgments: Making assumptions or forming prejudgments
about the speaker or the situation can hinder accurate understanding and lead to
inappropriate or biased responses.
Poor Communication Skills: Inadequate language proficiency, limited vocabulary,
or difficulties in expressing thoughts clearly can hinder effective responding,
causing misunderstandings or confusion.
Emotional Blocks: Being emotionally distressed or overwhelmed may hinder one's
ability to respond effectively. Strong emotions might lead to reactive responses
rather than thoughtful and empathetic ones.
Cultural and Language Barriers: Differences in cultural norms, language barriers, or
varying communication styles can hinder effective responses, leading to
misunderstandings or misinterpretations.
Lack of Empathy: Failing to understand or acknowledge the other person's
emotions can hinder empathetic responses, impacting rapport and the quality of
interaction.
Defensiveness or Aggressiveness: Responding defensively or aggressively to
criticism or differing opinions can create barriers in communication, inhibiting open
dialogue and resolution of issues.
Distorted Perceptions: Misinterpretation of verbal or non-verbal cues, or incorrect
assumptions about the speaker's intentions, can lead to inappropriate or
inadequate responses.
Information Overload or Underload: Being overwhelmed with too much
information or lacking sufficient information can hinder appropriate responses,
leading to confusion or ineffective communication.
Physical Barriers: Environmental factors such as noise, poor lighting, or distance
can hinder effective communication and responding, making it challenging to hear
or understand the message.
Time Constraints: Limited time for response or conversation can hinder the ability
to provide well-thought-out or comprehensive responses, affecting the quality of
communication.
Overcoming these barriers requires awareness, active effort, and the development
of strong communication skills. Strategies like active listening, cultural competence,
emotional intelligence, and continuous improvement in communication abilities
can help address and minimize these barriers, fostering more effective responding
in communication
Importance
Active Listening: Engaging in attentive and focused listening is crucial to
understanding the speaker's message accurately. Active listening forms the
foundation for crafting appropriate and relevant responses.
Empathy and Understanding: Responding with empathy, acknowledging emotions,
and demonstrating understanding contribute to building rapport and trust.
Understanding the speaker's perspective helps in formulating more empathetic and
considerate responses.
Clarity and Precision: Providing clear and concise responses ensures that the
intended message is easily understood. Clear communication minimizes
misunderstandings and promotes effective interaction
Cultural Competence: Being aware of and adapting to diverse cultural norms and
communication styles fosters effective responses in multicultural settings.
Respecting differences helps in crafting responses that are culturally sensitive and
inclusive.
Emotional Intelligence: Being aware of one's emotions and effectively managing
them while responding enables more thoughtful and empathetic communication.
Emotional intelligence contributes to handling sensitive situations with tact and
understanding.
Adaptability and Flexibility: Adjusting communication styles and responses based
on the specific context and the needs of the speaker promotes effective
interaction. Flexibility in responses ensures relevance and appropriateness in
various situations.
Problem-solving Skills: Responding with solutions or guidance when addressing
challenges or queries demonstrates critical thinking abilities. Offering viable
solutions contributes to more constructive and helpful responses.
Respectful and Professional Tone: Maintaining a respectful and professional
demeanor while responding fosters a positive and conducive communication
environment. A courteous tone contributes to open and respectful dialogue.
Timeliness: Providing responses in a timely manner is crucial, especially in
healthcare or urgent situations. Prompt responses demonstrate attentiveness and
show respect for the speaker's time and needs.
Feedback and Confirmation: Encouraging feedback and confirming understanding
after responding ensures clarity and effective communication. Seeking
confirmation helps in ensuring that the message conveyed was accurately received
and understood
THE END !