INTERPERSONAL COMMUNICATION

DEFINITION

The exchange of information

- a vital part of everyday life

Three categories

-Oral

-Written

-Nonverbal

COMMUNICATION GOALS

Obtain useful information

Develop trust, show caring

Aid patient self-understanding

Relieve stress

Provide information &

problem solving skills

Encourage acceptance of responsibility

Encourage activities of daily living

PURPOSES OF COMMUNICATION

To inquire

To inform

To persuade

To develop goodwill

COMMUNICATION IN NURSING

Nurses communicate while:

Assessing patient care

Planning patient care

Implementing patient care

Evaluating patient care

NURSING COMMUNICATION

Nurses who communicate clearly

to patients get:

more cooperation

more feedback

more clarity

POOR COMMUNICATION

often results in:LonelinessUnhappinessPoor productivityEmotional and physical problems“The whole task of psychotherapy is the task of dealing with a failure

in communication”- Carl Rogers

EFFECTIVE COMMUNICATION

-The six Cs

Clear

Concise

Consistent

Correct

Courteous

EFFECTIVE COMMUNICATION

A positive attitude

Being a good listener

Maintaining confidentiality

Being considerate & courteous

Preserving self respect

Seeking understanding

INEFFECTIVE COMMUNICATION

Sender did not send the message they thought

Receiver didn’t hear the intended messageVerbal and nonverbal messages conflictMessage disguised by senderWords with multiple meaningsAbstract/confusing messageReceiver prepared to receive

another message

ELECTRONIC COMMUNICATION

Cell phones and pagers

Facsimile machines and scanners

Computerized information systems

Electronic mail (email)

Internet

Laser printers

Modems, laptops

INTERNATIONAL AND REGIONAL

-Need to consider:

Time zones

Holidays

Customs

Language

Clothing

DOMESTIC & INTERNATIONALCOMMUNICATION

Be aware of regional differencesResearch customs of communitiesBe aware of religious holidaysDo not make culturally or

religiously-based jokesDo not imitate language or accentsBe aware that words can have

different meanings

LANGUAGE

Avoid clichés, figures of speech

Avoid cute, fancy, trendy words

Use specific terms

Be aware of multiple definitions

Avoid slang/jargon

Avoid abbreviations/acronyms

Use visual aids

HOW DO WE COME ACROSS

Professional attireArrange for privacySit arm’s length awayRelaxed but attentiveFacial expressions and tone

should be friendly & interestedPay attention to body language of patient