Communication in nursing

COMMUNICATION IN NURSINGCOMMUNICATION IN NURSING

BY,BY,

GEETA SHIROORGEETA SHIROOR

GOAL.GOAL.

AT THE END OF THE SEMINAR THE AT THE END OF THE SEMINAR THE GROUP WILL GAIN KNOWLEDGE GROUP WILL GAIN KNOWLEDGE ABOUT COMMUNICATION IN NURSINGABOUT COMMUNICATION IN NURSING

SPECIFIC OBJECTIVES.SPECIFIC OBJECTIVES.

AT THE END OF THE SEMINAR THE GROUP IS AT THE END OF THE SEMINAR THE GROUP IS ABLE TO:ABLE TO:

1. DEFINE THE TERM COMMUNICATION.1. DEFINE THE TERM COMMUNICATION.

2. LIST DOWN THE CHANNELS AND LEVELS OF 2. LIST DOWN THE CHANNELS AND LEVELS OF COMMUNICATION IN NURSING.COMMUNICATION IN NURSING.

3. ENLIST THE FACTORS INFLUENCING 3. ENLIST THE FACTORS INFLUENCING COMMUNICATION IN NURSING.COMMUNICATION IN NURSING.

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SPECIFIC OBJECTIVES.SPECIFIC OBJECTIVES.

4. EXPLAIN THE VARIOUS TECHNIQUES 4. EXPLAIN THE VARIOUS TECHNIQUES OF THERAPEUTIC COMMUNICATION.OF THERAPEUTIC COMMUNICATION.

5. EXPLAIN THE BLOCKS TO 5. EXPLAIN THE BLOCKS TO COMMUNICATION IN NURSING.COMMUNICATION IN NURSING.

6. EXPLAIN REGARDING IMPAIRED 6. EXPLAIN REGARDING IMPAIRED VERBAL COMMUNICATION AND VERBAL COMMUNICATION AND RELATED NURSING INTERVATIONRELATED NURSING INTERVATION

Definition of Definition of communicationcommunication:: COMMUNICATION IS THE PROCESS OF COMMUNICATION IS THE PROCESS OF

EXCHANGING THE INFORMATION, AND EXCHANGING THE INFORMATION, AND THE PROCESS OF GENERATING AND THE PROCESS OF GENERATING AND TRANSMITTING MEANINGS, BETWEEN TRANSMITTING MEANINGS, BETWEEN TWO OR MORE INDIVIDUALS. IT IS THE TWO OR MORE INDIVIDUALS. IT IS THE FOUNDATION OF SOCIETY AND THE MOST FOUNDATION OF SOCIETY AND THE MOST PRIMARY ASPECT OF A NURSE PATIENT PRIMARY ASPECT OF A NURSE PATIENT INTERACTION.INTERACTION.

DEFINITIONDEFINITION

COMMUNICATION IS THE ART OF COMMUNICATION IS THE ART OF

TRANSMITTING INFORMATION, TRANSMITTING INFORMATION,

IDEAS AND ATTITUDES FROM ONE IDEAS AND ATTITUDES FROM ONE

PERSON TO OTHER BY SPEECH, PERSON TO OTHER BY SPEECH,

SIGNALS, WRITING OR BEHAVIOUR.SIGNALS, WRITING OR BEHAVIOUR.

ITS ESSENCES :

PERSONAL PROCESS

OCCURS BETWEEN PEOPLE

INVOLVES CHANGE IN BEHAVIOUR

MEANS TO INFLUENCE OTHERS

EXPRESSION OF THOUGHTS AND EMOTIONS THROUGH

WORDS & ACTIONS.

TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.

IT IS A SOCIAL AND EMOTIONAL PROCESS.

PROCESS OF COMMUNICATIONPROCESS OF COMMUNICATION

SMCR MODELSMCR MODEL

SENDER MESSAGE CHANNEL RECEIVER

AWARENESS

INTEREST

EVALUATION

ADOPTION

PURPOSES OF PURPOSES OF COMMUNICATION IN NURSING COMMUNICATION IN NURSING SYSTEM.SYSTEM.

1. TO TRANSFER INFORMATION 1. TO TRANSFER INFORMATION BETWEEN PATIENTSBETWEEN PATIENTS AND ALL AND ALL CLASSES OF EMPLOYEES.CLASSES OF EMPLOYEES.

2. TO INTERPRET AND ADOPT POLICES 2. TO INTERPRET AND ADOPT POLICES IN THE ORGANIZATION.IN THE ORGANIZATION.

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Purposes of communication in Purposes of communication in nursing system.nursing system.

3. TO INCLUDE MOTIVATION, CO-3. TO INCLUDE MOTIVATION, CO-OPERATION AND CO-ORDINATION IN OPERATION AND CO-ORDINATION IN THE EMPLOYEES AND PATIENTS.THE EMPLOYEES AND PATIENTS.

4 TO IMPROVE NURSE-PATIENT 4 TO IMPROVE NURSE-PATIENT RELATIONSHIPRELATIONSHIP

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PURPOSES OF PURPOSES OF COMMUNICATION IN NURSING COMMUNICATION IN NURSING

SYSTEM.SYSTEM.

5. TO RECRUIT, SELECT, TRAIN AND 5. TO RECRUIT, SELECT, TRAIN AND DEVELOP THE PERSONNEL IN THE DEVELOP THE PERSONNEL IN THE ORGANIZATION.ORGANIZATION.

6. TO ENCOURAGE PARTICIPATION IN 6. TO ENCOURAGE PARTICIPATION IN DECISION MAKING.DECISION MAKING.

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Purposes of communication in Purposes of communication in nursing system.nursing system.

8. TO DELEGATE OR DECENTRALIZE 8. TO DELEGATE OR DECENTRALIZE AUTHORITY.AUTHORITY.

9. TO BOOST THE GROUP MORALE OF 9. TO BOOST THE GROUP MORALE OF THE WORKERSTHE WORKERS

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PURPOSES OF PURPOSES OF COMMUNICATION IN NURSING COMMUNICATION IN NURSING

SYSTEM.SYSTEM.

10. TO ENSURE PATIENT SAFETY AND 10. TO ENSURE PATIENT SAFETY AND JOB SATISFACTION.JOB SATISFACTION.

11. TO HELP THE GRIEVANCE 11. TO HELP THE GRIEVANCE PROCEDURE AND DISCIPLINARY PROCEDURE AND DISCIPLINARY ACTIONS.ACTIONS.

LEVELS OF COMMUNICATION.LEVELS OF COMMUNICATION.

1. INTRAPERSONAL COMMUNICATION- SELF 1. INTRAPERSONAL COMMUNICATION- SELF TALK, SELF INSTRUCTION,TALK, SELF INSTRUCTION,

2. INTERPERSONAL COMMUNICATION-2. INTERPERSONAL COMMUNICATION-INTERACTION BETWEEN TWO PEOPLE OR IN A INTERACTION BETWEEN TWO PEOPLE OR IN A SMALL GROUP.SMALL GROUP.

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LEVELS OF COMMUNICATION.LEVELS OF COMMUNICATION.

3. GROUP COMMUNICATION:3. GROUP COMMUNICATION:1.1. SMALL GROUP COMMUNICATION.SMALL GROUP COMMUNICATION.

2.2. ORGANIZATIONAL COMMUNICATION.ORGANIZATIONAL COMMUNICATION.

3.3. GROUP DYNAMICSGROUP DYNAMICS

Types of CommunicationDownwards : Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer

feed back, approval to highlight problems etc.

Upwards : It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals.

Lateral or Horizontal: Among colleagues, peers at same level for information level for information sharing for coordination, to save time.

Diagonal : Interact with personnel and managers of other departments.

Grapevine : Most informal communication.

TYPES OF COMMUNICATION IN TYPES OF COMMUNICATION IN HEALTH CARE SYSTEMHEALTH CARE SYSTEM

IT IS THE MEDIUM THE SENDER HAS IT IS THE MEDIUM THE SENDER HAS SELECTED TO SEND THE MESSAGE.IT SELECTED TO SEND THE MESSAGE.IT CAN BE:CAN BE:

VERBAL COMMUNICATIONVERBAL COMMUNICATION--

1. DISCUSSION 1. DISCUSSION

2. MEETINGS 2. MEETINGS

3. SUGGESTIONS3. SUGGESTIONS

4. ADVICE4. ADVICE

5. ANNOUNCEMENTS5. ANNOUNCEMENTS CONTINUEDCONTINUED


6. PERIODICAL TALK BETWEEN 6. PERIODICAL TALK BETWEEN EMPLOYER AND EMPLOYEE EMPLOYER AND EMPLOYEE

7. STAFF CONFERENCES7. STAFF CONFERENCES

8. SOCIAL GATHERINGS8. SOCIAL GATHERINGS

9. EMPLOYEE COUNSELING'S9. EMPLOYEE COUNSELING'SCONTINUEDCONTINUED


10. RECORDS AND REPORTS10. RECORDS AND REPORTS

11. STANDING ORDER 11. STANDING ORDER

12. PROTOCOLS12. PROTOCOLS

13. HANDBOOKS13. HANDBOOKS

14. PATIENT FILES14. PATIENT FILESCONTINUEDCONTINUED


15. MANUALS15. MANUALS

16. COMPLAINT BOOK/FEEDBACK 16. COMPLAINT BOOK/FEEDBACK FORMSFORMS

17. HOSPITAL MAGAZINE17. HOSPITAL MAGAZINE

18. ANNUAL REPORTS 18. ANNUAL REPORTS

TYPES OF COMMUNICATION IN HEALTH TYPES OF COMMUNICATION IN HEALTH CARE SYSTEMCARE SYSTEM

NON-VERBAL COMMUNICATION IN HEALTH NON-VERBAL COMMUNICATION IN HEALTH CARE SETUP:CARE SETUP:

ALARM SYSTEM ALARM SYSTEM BULLETIN BOARDS BULLETIN BOARDS SUGGESTION SYSTEMSSUGGESTION SYSTEMS

CONTINUEDCONTINUED


4. TELECOMMUNICATION SYSTEM.4. TELECOMMUNICATION SYSTEM.

5. ENQUIRY OFFICE OR PUBLIC 5. ENQUIRY OFFICE OR PUBLIC RELATION OFFICE.RELATION OFFICE.

6. PATIENT INFORMATION BOOKLETS.6. PATIENT INFORMATION BOOKLETS.

7. SIGN POSTS FOR PATIENTS AND 7. SIGN POSTS FOR PATIENTS AND GENERAL PUBLICGENERAL PUBLIC


NURSING CARE DELIVERYNURSING CARE DELIVERY

1. TOUCH.1. TOUCH.2. EYE CONTACT.2. EYE CONTACT.3. FACIAL EXPRESSION.3. FACIAL EXPRESSION.4. POSTURE.4. POSTURE.

CONTINUEDCONTINUED


5. GESTURE5. GESTURE

6. MODE OF DRESS AND GROOMING.6. MODE OF DRESS AND GROOMING.

7. SOUNDS.7. SOUNDS.

8. SILENCE.8. SILENCE.

9. GENERAL PHYSICAL APPEARANCE9. GENERAL PHYSICAL APPEARANCE

FACTORS INFLUENCING FACTORS INFLUENCING COMMUNICATION.COMMUNICATION.

1. DEVELOPMENTAL LEVEL.1. DEVELOPMENTAL LEVEL.

2. GENDER.2. GENDER.

3. SOCIOCULTURAL DIFFERENCES.3. SOCIOCULTURAL DIFFERENCES.

4. ROLES AND RESPONSIBILITIES.4. ROLES AND RESPONSIBILITIES.CONTINUEDCONTINUED

FACTORS INFLUENCING FACTORS INFLUENCING COMMUNICATION.COMMUNICATION.

5. SPACE AND TERRITORIALITY.5. SPACE AND TERRITORIALITY.

6. PHYSICAL MENTAL AND EMOTIONAL 6. PHYSICAL MENTAL AND EMOTIONAL STATE.STATE.

7. VALUES.7. VALUES.

8. ENVIRONMENT8. ENVIRONMENT

THERAPEUTIC THERAPEUTIC COMMUNICATION COMMUNICATION

TECHNIQUES.TECHNIQUES.1. 1. ACTIVE LISTENING.ACTIVE LISTENING.

LISTENING IS A SKILL THAT CAN BE DEVELOPED BY LISTENING IS A SKILL THAT CAN BE DEVELOPED BY FOLLOWING THE BELLOW MENTIONED FOLLOWING THE BELLOW MENTIONED GUIDELINES:GUIDELINES:

a. PHYSICALLY SHOW THAT YOU ARE READY TO a. PHYSICALLY SHOW THAT YOU ARE READY TO LISTEN.LISTEN.

b. IGNORE THE CLIENT’S APPEARANCE OR MANNER b. IGNORE THE CLIENT’S APPEARANCE OR MANNER OF DELIVERY.OF DELIVERY.

c. WATCH YOUR NONVERBAL COMMUNICATION.c. WATCH YOUR NONVERBAL COMMUNICATION.d. KEEP YOUR MIND ON WHAT THE PATIENT IS d. KEEP YOUR MIND ON WHAT THE PATIENT IS

SAYING.SAYING.CONTINUEDCONTINUED

THERAPEUTIC THERAPEUTIC COMMUNICATION COMMUNICATION

TECHNIQUES.TECHNIQUES.

e. VISUALIZE THE SITUATION FROM e. VISUALIZE THE SITUATION FROM THE CLIENT’S POINT OF VIEW.THE CLIENT’S POINT OF VIEW.

f. DO NOT INTERRUPT IMMEDIATELY.f. DO NOT INTERRUPT IMMEDIATELY.

g. EVALUATE THE LOGIC AND g. EVALUATE THE LOGIC AND CREDIBILITY OF WHAT YOU HEAR.CREDIBILITY OF WHAT YOU HEAR.

h. DO NOT GIVE YOUR LAST WORD. h. DO NOT GIVE YOUR LAST WORD.

THERAPEUTIC THERAPEUTIC COMMUNICATION TECHNIQUESCOMMUNICATION TECHNIQUES2. SHARING OBSERVATION.2. SHARING OBSERVATION.

3. SHARING SYMPATHY.3. SHARING SYMPATHY.

4. SHARING HOPE.4. SHARING HOPE.

5. SHARING HUMOR.5. SHARING HUMOR.

6. SHARING FEELING.6. SHARING FEELING.

7. USING TOUCH.7. USING TOUCH.

8. USING SILENCE.8. USING SILENCE.

THERAPEUTIC THERAPEUTIC COMMUNICATION TECHNIQUESCOMMUNICATION TECHNIQUES

9. ASKING RELEVANT QUESTIONS.9. ASKING RELEVANT QUESTIONS.

10. PROVIDING INFORMATION.10. PROVIDING INFORMATION.

11. PARAPHRASING.11. PARAPHRASING.CONTINUEDCONTINUED

THERAPEUTIC THERAPEUTIC COMMUNICATION TECHNIQUESCOMMUNICATION TECHNIQUES

12. CLARIFYING.12. CLARIFYING.13. FOCUSING.13. FOCUSING.14. SUMMERING.14. SUMMERING.15. SELF DISCLOSING15. SELF DISCLOSING..

BARRIERS OF COMMUNICATION BARRIERS OF COMMUNICATION IN NURSING.IN NURSING.

1. FAILURE TO PERCEIVE PATIENT AS 1. FAILURE TO PERCEIVE PATIENT AS HUMAN BEING.HUMAN BEING.

2. FAILURE TO LISTEN.2. FAILURE TO LISTEN.3. INAPPROPRIATE COMMENTS AND 3. INAPPROPRIATE COMMENTS AND

QUESTIONS.QUESTIONS.4. USING CLICHÉS.4. USING CLICHÉS.5. USING QUESTIONS REQUIRING 5. USING QUESTIONS REQUIRING

ONLY YES OR NO ANSWER. ONLY YES OR NO ANSWER.


6. USING QUESTIONS THAT PROBE 6. USING QUESTIONS THAT PROBE FOR INFORMATION.FOR INFORMATION.

7. USING LEADING QUESTIONS.7. USING LEADING QUESTIONS.

8. USING COMMENTS THAT GIVES 8. USING COMMENTS THAT GIVES ADVICE.ADVICE.

9. USING JUDGMENTAL COMMENTS.9. USING JUDGMENTAL COMMENTS.


10. CHANGING THE SUBJECT.10. CHANGING THE SUBJECT.

10. GIVING FALSE ASSURANCE.10. GIVING FALSE ASSURANCE.

11. GOSSIP AND RUMOR.11. GOSSIP AND RUMOR.

12. AGGRESSIVE INTERPERSONAL 12. AGGRESSIVE INTERPERSONAL BEHAVIOR.BEHAVIOR.


NURSE’S ACTION: NURSE’S ACTION:

a. REALIZE THAT THE AGGRESSOR ,NOT a. REALIZE THAT THE AGGRESSOR ,NOT YOU, IS AT FAULT.YOU, IS AT FAULT.

b. DEVELOP A PLAN OF ACTION.b. DEVELOP A PLAN OF ACTION.

c. TAKE ACTION BY OBJECTIVELY c. TAKE ACTION BY OBJECTIVELY RECORDING THE PATTERN OF RECORDING THE PATTERN OF INCIDENTS.INCIDENTS.


d. ADDRESS THE AGGRESSOR EITHER d. ADDRESS THE AGGRESSOR EITHER BY YOURSELF OR WITH A SUPPORT BY YOURSELF OR WITH A SUPPORT STAFF MEMBER.STAFF MEMBER.

e. MAKE A FORMAL WRITTEN e. MAKE A FORMAL WRITTEN COMPLAINT.COMPLAINT.

f. AS A LAST RESORT CONSIDER LEGAL f. AS A LAST RESORT CONSIDER LEGAL ACTION.ACTION.

THANK YOUTHANK YOU

Communication in nursing

Healthcare

Transcript of Communication in nursing