COMMUNICATION SKILLS
Definition
It is the process of exchanging information or feelings between two or
more people. It is a basic component of human relationship, including
nursing.
The Communication process
Referent
Or stimulus motivates a person to communicate with another. It may
be an object, emotion, idea or act.
Sender
Also called the encoder, is the person who initiates the interpersonal
communication or message
Message
The information that is sent or expressed by the sender.
Channels
It means, conveying messages such as through visual, auditory and
tactile senses.
Receiver
Also called the decoder, is the person to whom the message is sent
Feedback
Helps to reveal whether the meaning of the message is received
Modes of Communication
Verbal communication– uses the spoken or written word
1. Pace and Intonation
, The manner of speech, as in the pace or rhythm and intonation, will
modify the feeling and impact of the message. For example, speaking
slowly and softly to an excited client may help calm the client.
2. Simplicity
Includes the use of commonly understood words, brevity, and
completeness.
Nurses need to learn to select appropriate, understandable terms
based on the age, knowledge, culture and education of the client. For
example, instead of saying to a client, “the nurses will be catheterizing
you tomorrow for a urinalysis”, I would be more appropriate to say,
“Tomorrow we need to get a sample of your urine, so we will collect it
by putting a small tube into your bladder”.
3. Clarity and Brevity
A message that is direct and simple will be more effective. Clarity is
saying precisely what is meant, and brevity is using the fewest words
necessary.
The goal is to communicate clearly so that all aspects of a situation or
circumstances are understood. To ensure clarity in communication,
nurses also need to speak slowly and enunciate carefully.
4. Timing and Relevance
No matter how clearly or simply words are stated or written, the timing
needs to be appropriate to ensure that words are heard.
This involves sensitivity to the client’s needs and concerns. E.g., a client
who is enmeshed in fear of cancer may not hear the nurse’s
explanations about the expected procedures before and after
gallbladder surgery.
5. Adaptability
What the nurse says and how it is said must be individualized and
carefully considered. E.g., a nurse who usually smiles, appears cheerful,
and greets his clients with an enthusiastic “Hi, Mrs. Jones!” notices that
the client is not smiling and appears distressed. It is important for the
nurse to then modify his tone of speech and express concern in his
facial expression while moving toward the client.
6. Credibility
Means worthiness of belief, trustworthiness, and reliability. Nurses foster
credibility by being consistent, dependable, and honest.
Nurses should convey confidence and certainly in what they are
saying, while being to acknowledge their limitations (e.g., “I don’t know
the answer to that, but I will find someone who does”.
7. Humor
Definition
It is the process of exchanging information or feelings between two or
more people. It is a basic component of human relationship, including
nursing.
The Communication process
Referent
Or stimulus motivates a person to communicate with another. It may
be an object, emotion, idea or act.
Sender
Also called the encoder, is the person who initiates the interpersonal
communication or message
Message
The information that is sent or expressed by the sender.
Channels
It means, conveying messages such as through visual, auditory and
tactile senses.
Receiver
Also called the decoder, is the person to whom the message is sent
Feedback
Helps to reveal whether the meaning of the message is received
Modes of Communication
Verbal communication– uses the spoken or written word
1. Pace and Intonation
, The manner of speech, as in the pace or rhythm and intonation, will
modify the feeling and impact of the message. For example, speaking
slowly and softly to an excited client may help calm the client.
2. Simplicity
Includes the use of commonly understood words, brevity, and
completeness.
Nurses need to learn to select appropriate, understandable terms
based on the age, knowledge, culture and education of the client. For
example, instead of saying to a client, “the nurses will be catheterizing
you tomorrow for a urinalysis”, I would be more appropriate to say,
“Tomorrow we need to get a sample of your urine, so we will collect it
by putting a small tube into your bladder”.
3. Clarity and Brevity
A message that is direct and simple will be more effective. Clarity is
saying precisely what is meant, and brevity is using the fewest words
necessary.
The goal is to communicate clearly so that all aspects of a situation or
circumstances are understood. To ensure clarity in communication,
nurses also need to speak slowly and enunciate carefully.
4. Timing and Relevance
No matter how clearly or simply words are stated or written, the timing
needs to be appropriate to ensure that words are heard.
This involves sensitivity to the client’s needs and concerns. E.g., a client
who is enmeshed in fear of cancer may not hear the nurse’s
explanations about the expected procedures before and after
gallbladder surgery.
5. Adaptability
What the nurse says and how it is said must be individualized and
carefully considered. E.g., a nurse who usually smiles, appears cheerful,
and greets his clients with an enthusiastic “Hi, Mrs. Jones!” notices that
the client is not smiling and appears distressed. It is important for the
nurse to then modify his tone of speech and express concern in his
facial expression while moving toward the client.
6. Credibility
Means worthiness of belief, trustworthiness, and reliability. Nurses foster
credibility by being consistent, dependable, and honest.
Nurses should convey confidence and certainly in what they are
saying, while being to acknowledge their limitations (e.g., “I don’t know
the answer to that, but I will find someone who does”.
7. Humor
