DGN 225/3 NURHAYATI MOHAMAD NOR MSc. Clinical Science (Surgery) Bac. Nursing (Critical Care), Dip. Nsg, R.N Program Kejururawatan, Pusat Pengajian Sains Kesihatan, Universiti Sains Malaysia 16150, Kota Bharu Kelantan, MALAYSIA. Tel: +609 767 7742 / 019-9446004 | Faks: +609 767 7515 Chapter 4 – Communication Skills, Self-Appearance & Public Speaking Skills
Communication is the basic element of human interactions that allows nurses to establish, maintain and improve contacts with others. ✓ Communication is “a process by which two or more people exchange ideas, facts, feelings or impressions in ways that each gains a ‘common understanding’ of meaning, intent and use of a message. ✓ Increases in nursing communication can lessen medical errors and make a difference in positive patient outcomes. to enhance and standardize communication. ✓ According to Ros Wright, “increased recovery rates, a sense of safety and protection, improved levels of patient satisfaction and greater adherence to treatment options” as well-documented results of effective communication COMMUNICATION
1. To exchange information between nursing personnel As nursing report at end of shift to personal coming on duty 2. To initiate action as to initiate nursing care be the issue of doctor order 3. To interpret or explain as interpret or explain techniques and procedure through the use of nursing procedure manuals 4. To solve problem Purpose of communication in nursing
Sender :- The sender (communicator) is the originator of the message. Sender formulates, encodes and transmits the information which he/she wants to communicate. message :- is the information/desired behaviour in physical form which the communicator transmits to his audience to receive, understand, accept and act upon Communication process
1.formal 2.In formal Formal channel of communication :- communication is transmit from superior to subordinate such as order from head nurse to staff nurse In formal channel of communication:- This types of communication built around social relationship of member and doesn’t follow delegate line of authority Receiver:-Who receives messages from the sender, decoding, interprets the meaning and giving feedback. Feed back :- It is the flow of information from receiver to the sender, the reaction to the message. Channel of communication
Skills To Improve Communication 1.Become an engaged listener 2.Pay attention to nonverbal signals 3.Keep stress in check 4.Assert yourself
How do you become an engaged listener? 1.Focus fully on the speaker 2.Avoid interrupting or trying to redirect the conversation to your concerns 3.Show your interest in what's being said 4.Try to set aside judgement. 5.Provide feedback
Tips for improving how to read nonverbal communication 1.Be aware of individual differences 2.Look at nonverbal communication signals as a group Tips for improving how to deliver nonverbal communication 1.Use nonverbal signals that match up with your words 2.Adjust your nonverbal signals according to the context 3.Use body language to convey positive feelings
To deal with stress during communication: 1.Recognize when you’re becoming stressed. 2.Take a moment to calm down 3.Bring your senses to the rescue and quickly manage stress by taking a few deep breaths 4.Look for humor in the situation.
To improve assertiveness: 1.Value yourself and your options 2.Know your needs and wants 3.Express negative thoughts 4.Receive feedback positively
1.You feel the call schedule is unfair. 2.Your patient complains to the billing office about a bruise from an intravenous venipuncture,but had never mentioned it to you. 3.One of the nurses you work with always seems to be angry and unhappy. 4.When you joined the practice, you were promised health insurance coverage after 90 days, but it's been 6 months, and you and your family still aren't covered. 5.One doctor is always late for staff meetings, but no one ever says anything. How to solve this problems ?
Effect on use communication skill at Different level 1.Nurse – nurse 2.Nurse –superiors 3.Nurse - subordinates 4.Nurse – client
1.Nurse – nurse • Reduce conflicts • It is for the delivery of quality and safe care • Depends on the type of care practices, nurses needs to handover reports of client to next person involved.
2. Nurse –supervisor • The nurse manager, doctors and specialist are the to the nurses by the virtue of hierarchical level in the organization, it means that Each Member Should Maintain Respect
3. Nurse - subordinates • subordinates means the juniors, aids or other hospital assistance much of the communication at this level is for directing and delegation the work
4. Nurse – client • It is the core of nursing services • Needs to be aware about different levels or age group of the client • Choose appropriate mode of communication to convey message • Should be aware that what can be
1.Learn to respect others 2.Avoid being emotional 3.Maintain eye to eye contact 4.Present acceptable tone of voice and body language 5.Do not use offensive languages 6.Learn to listen Ethics of good communication skill
characteristics communication skills Basic Characteristics of effective communication 1.Clarity 2.Completeness 3.Conciseness or Brevity 4.Courtesy or politeness 5.Correctness
1.Clarity ❑ Most people have received emails or had conversations at work that left them wondering exactly what was just said. ❑ Confusing jargon, contradictory statements or a lack of focus can remove the meaning from business communication. ❑ According to Bill Gates in his 1999 book "Business at the Speed of Thought," "Like a human being, a company has to have an internal communication mechanism, a 'nervous system,' to coordinate its actions." ❑ Keeping emails, memos and discussions clear and precise, and proofreading any messages before hitting send can help keep that system running smoothly
2. Completeness ❑ Effective communications are complete, i.e. the receiver gets all the information he needs to process the message and take action. ❑ A complete message reduces the need for follow-up questions and smoothens the communication process.
3. Conciseness or Brevity • Conciseness is about keeping your message to a point. • This is more about the content of your message rather than its length. • Even a short memo can include irrelevant or redundant information. • Conciseness helps the receiver focus on what’s important, speeds up the processing of information and caters for improved understanding.
4. Courtesy • Courtesy and considerationcomplement each other in effective communications. • Courtesy means respecting the receiver’s culture, values and beliefs – i.e. crafting a message that is genuinely polite and unbiased.
5. Correctness • Correct grammar and syntax vouch for increased effectiveness and credibility of your message. • Formal errors might affect the clarity of your message, trigger ambiguity and raise doubts. • They might also have a negative impact on the overall perception of the message, which could be seen as sloppy or negligent
6. Observance: A person must possess sharp observing skills to gain more and more knowledge and information. Clarity and Brevity: ❑The message must be drafted in simple words, and it should be clear and precise to create the desired impact over the receiver. Listening and Understanding: ❑ The most crucial skill in a person is he must be a good, alert and patient listener. He must be able to understand and interpret the message well. Emotional Intelligence: ❑ A person must be emotionally aware and the ability to influence others from within. Self-Efficacy: ❑ Also, he/she must have faith in himself and his capabilities to achieve the objectives of communication.
7. Self-Confidence: Being one of the essential communication skills, confidence enhances the worthiness of the message being delivered. • Respectfulness • Non-Verbal Communication • Courtesy • Correctness • Observance
Self-Confidence: Being one of the essential communication skills, confidence enhances the worthiness of the message being delivered. ❑ Respectfulness: Delivering a message with courtesy and respecting the values, believes, opinions and ideas of the receiver is the essence of effective communication. ❑ Non-Verbal Communication: To connect with the receiver in a better way, the Non-Verbal Communication: To connect with the receiver in a better way, the sender must involve the non-verbal means communication too. These include gestures, facial expressions, eye contact, postures, etc. ❑ Selection of the Right Medium: Choice of the correct medium for communication is also a skill. It is necessary to select an appropriate medium according to the situation, priority of the message, the receiver’s point of view, etc. ❑ Providing Feedback: Effective communication is always a two-way process. A person must take as well as give feedback to bring forward the other person’s perspective too.
Method To Improve Communication Skills
The problem with the communication ….isthe illusion that it has been accomplished. -George Bernard Shaw COMMUNICATION • The term 'Communication' has been derived from the Latin word 'comm unis' that means 'common'. • Thus 'to communicate' means 'to make common' or 'to make known'. • This act of making common and known iscarried out through exchange of thoughts, ideas or the like.
7c’s of effective communication 1. Completeness 2. Conciseness 3. Consideration 4. Clarity 5. Concreteness 6. Courtesy 7. Correctness. NEED TO IMPROVE COMMUNICATION As, 70 % of our communication efforts are: • Misunderstood • Misinterpreted • Rejected • Distorted or • Not heard
WAYS OF IMPROVING COMMUNICATION SKILLS
WAYS OF IMPROVING COMMUNICATION SKILLS 1. LISTENING 2. WAYS TO IMPROVE LISTENING 3. BODY LANGUAGE 4. UNNECESSARY FILLERS 5. SPEAKING SPEED 6. TIME TO THINK 7. HUMOUR 8. EMPATHISE 9. POSITIVE ATTITUDE AND SMILE 10.MINIMISE STRESS 11.IMPROVING COMMUNICATION
Ways to gain effective conversation 1.Good use of English – avoid errors 2.Improved vocabulary 3.Avoid old phrases 4.Use humour 5.Add interesting story 6.Improve clarity of voice – practice
PRESENTATION • A presentation is the process of presenting a topic to an audience • It is typically a demonstration, lecture, or speech meant to inform, persuade, or build good will. • This is also a part of communication skill.
DEVELOPING YOUR PRESENTATION • What is your goal ? • Research your topic • Develop an outline • Create or locate learning aids
MAKING PRESENTATION INTERESTING • Informative • Fun • Variety • Energy • Audience Interaction
Practicing Your Presentation • Simulate the presentation setting – Practice aloud – Practice standing up • Time your presentation • Memorize your opening few sentences • Watch yourself in a mirror
CONCLUSION In order to have good communication: oListen to Understand oUnderstand before speaking oSpeak to be understood oSeek understanding before proceeding oRepeat Communication is a two way process!
SELF-APPEARANCE
Importance of self-appearance In communication
What is the importance of personal appearance in communication? • Understanding body language is one of the most important aspects of personal presentation. • The image conveyed by the physical self should support and enhance what is being communicated verbally. • If the visual image differs widely from the spoken message, it is often the non-verbal account that is believed
1.Eye contact 2.Gestures 3.Use of movement Video Clip 4.Posture 5.Facial Expressions 6.Personal Appearance
unintentional communication that affects self-appearance
What is unintentional communication? ❑ message that is purposely sent to a specific receiver. ❑ message that is not intended to be sent or is not intended for the person who receives it.
examples of unintentional communication include: ❑ postures, ❑ facial expression, ❑ eye gaze, ❑ pitch of voice ❑ gestures displayed through body language (kinesics) and the physical distance between communicators (proxemics). What is unintentional communication example?
➢ Unintentional gestures are emotional reactions or the result of the body's desire for physical comfort and are often lovingly called fidgets. ➢ All can confuse the integrity of your message. ➢ An example of a physical comfort gesture is crossing your arms as you listen. How is nonverbal communication unintentional?
• Unintentional communication includes everything else. • It might be carelessly chosen words, or the location where the message is being transmitted, it might be facial expressions, etc. • In all cases, it is everything that is being expressed by virtue of being present (or not present!)
• Another way to correct unintentional communication is through active listening. • Active listening involves paying attention to the speaker, clarifying messages, and paraphrasing the message to ensure accurate understanding.