Introduction to Communication

Richard Postance, Senior Lecturer (Learning Disabilities)

adapted by

Jacqui Williams, Senior Lecturer in Midwifery

Examples of core skills

• Communication• Interpersonal skills• Infection Control• Clinical Observations• Practical clinical interventions• Manual Handling• Food Hygiene

Communication

Definitions: (cited by Bach & Grant, 2009: 26)

‘ ….a universal function of humankind, independent of any place, time or context.’

(Ruesch, 1961)

‘ ….is about the reciprocal process in which messages are sent and received between two or more people.’

(Balzer-Riley, 2004)

Definition cont.

Interpersonal skills

‘ Interpersonal communication involves a series of messages or information which people send out to, and receive from each other through the use of the senses, such as seeing, touching and hearing one another.’

Petrie (1997) (cited by Bach & Grant, 2009: 26)

Four types of communication to consider

• Verbal• Non Verbal• Written• Electronic

Verbal communication

Thing to consider:• Language• Volume• Tone• Pitch

Type of Questions

• Closed Questions: Elicit a yes, no or one word answer

• Open Questions Do not elicit a particular answer but instead

encourage the client to expand or say more

Non-verbal communication

• Proxemics – spatial position• Posture – attitudes, emotions & status• Kinesics – body movements & mannerisms• Facial expression – running commentary on

emotional state• Gaze – eye contact

Non verbal communication cont.

• Appearance – clothing, hairstyle, height

• Physical environment – where the interaction takes place, client’s home or ward setting

Spatial awareness

• Intimate space (within 15cms)• Personal space (15cms – 1m)• Social Space (1m – 3m)• Public space (3m and above)

Argyle (1988)

Empathy

‘The ability of one person to perceive and understand another person's emotions.’

(Bach and Grant 2009:37)

Empathy

“Empathy involves retaining your own separateness while trying to understand the world from the other person’s perspective”

Kenworthy, Snowley & Gilling (2002:p272)

Assertiveness

The ability to state clearly and calmly what you believe without backing down in the face of disagreement and willing to repeat what you have said if necessary

Burnard (1997)

Approaches to confrontation Burnard (1997:p33)

Submissive Approach

(pussyfooting)

The person avoids conflict and confrontation by avoiding the

topic in hand

Assertive Approach The person is clear, calm and prepared to repeat what she has

to say

Aggressive Approach

(Sledgehammering)

The person is heavy-handed and makes a personal attack of

the issue

Conscious and unconscious incompetence

• Unconscious incompetence• Conscious incompetence• Conscious competence• Unconscious competence

(Howell 1982)

Trans cultural communication

• Tone of voice• Non verbal communication• Self disclosure• Use of touch

Written communication (NMC, 2009)

• Be factual, consistent & accurate• Be written contemporaneously after the event• Cannot be erased• Alterations are dated, timed & signed• Should not include abbreviations• Be readable on photocopies

Written communication cont.

• Be written with the involvement of the client or carer where possible

• Be written in a way that the client can understand

• Be consecutive• Identify problems & actions to rectify them (NMC ,2009)

Consider all forms of electronic communication

• Telephone• E Mail• Databases• FAX• Web based forums (potential for

confidentiality breach)

Examples of communication difficulties

• Dyspraxia – problems of perception, language and thought (poor co-ordination)

• Dysarthria – normal articulation is delayed• Dysphasia – difficulty in arranging words in the

correct order• Dysrythmia – stuttering• Dysphonia – low pitch hoarse voice

Communication

Now consider if it goes wrong

ReferencesArgyle, M. (1988) Bodily Communication (2nd edition) London. Methuen. Bach, S. and Grant A (2009) Communication and interprofessional skills for

nurses Exeter, Learning Matters LtdBurnard, P. (1997) Effective communication skills for health professionals.

Cheltenham. Nelson Thornes LtdHowell, W. (1982) The empathetic communicator Belmont, CA: Wadworth Nursing and Midwifery Council (NMC) (2009) Record keeping Guidance for

nurses and midwives. London. NMC.Petrie, P. (1997) Communicating with children and adults: Interpersonal Skills

for early years and play work, London: Arnold