INTERPERSONAL INTERPERSONAL COMMUNICATIONCOMMUNICATION

Prepared by Sally McDonaldPrepared by Sally McDonaldRevised by Tim CorbettRevised by Tim Corbett

DEFINITIONDEFINITION

• essentially communication is the generating &essentially communication is the generating & transmitting of informationtransmitting of information• this is a reciprocal process that consists of the this is a reciprocal process that consists of the

sending and receiving of messages between sending and receiving of messages between two or more peopletwo or more people

Linear CommunicationLinear Communication

• for this to occur you need the following:for this to occur you need the following:• a source (encoder)a source (encoder)• a messagea message• a channel (or medium, such as thea channel (or medium, such as the written or spoken word)written or spoken word)• a receiver (decoder)a receiver (decoder)• feedbackfeedback

Linear CommunicationLinear Communication

Transactional ModelTransactional Model

• A transactional model expands on A transactional model expands on the linear model to include thethe linear model to include the

• context of communicationcontext of communication• feedback loopsfeedback loops• validationvalidation

Reciprocal Nature of Reciprocal Nature of Interpersonal CommunicationInterpersonal Communication

Reciprocal Nature of Reciprocal Nature of Interpersonal CommunicationInterpersonal Communication

LEVELS OF LEVELS OF COMMUNICATIONCOMMUNICATION

• Intrapersonal:Intrapersonal: “self-talk” “self-talk”• Interpersonal:Interpersonal: two or more people two or more people

interact & exchange messagesinteract & exchange messages• Small Group:Small Group: nurses interact with 2 nurses interact with 2

or more individuals (patient care or more individuals (patient care conference, report)conference, report)

• Organizational:Organizational: individuals & groups individuals & groups within organization communicate to within organization communicate to achieve established goalsachieve established goals

CATEGORIES OF CATEGORIES OF COMMUNICATIONCOMMUNICATION

• OralOral• WrittenWritten• NonverbalNonverbal

PURPOSES OF PURPOSES OF COMMUNICATIONCOMMUNICATION

• to inquireto inquire• to informto inform• to persuadeto persuade• to seek mutual understandingto seek mutual understanding

COMMUNICATION COMMUNICATION GOALSGOALS

• to obtain useful informationto obtain useful information• to demonstrate compassionto demonstrate compassion• to develop trustto develop trust• to Aid patient self-understandingto Aid patient self-understanding• to relieve stressto relieve stress• to provide informationto provide information• to assist with problem solving skillsto assist with problem solving skills• to encourage acceptance of responsibilityto encourage acceptance of responsibility• to promote independence with activities to promote independence with activities

of daily living of daily living

PROMOTING EFFECTIVE PROMOTING EFFECTIVE COMMUNICATIONCOMMUNICATION

• To facilitate communication, it helps To facilitate communication, it helps toto

- have a positive attitude- have a positive attitude

- be a good listener- be a good listener

- be considerate & courteous- be considerate & courteous

PROMOTING EFFECTIVE PROMOTING EFFECTIVE COMMUNICATIONCOMMUNICATION

• having specific objectiveshaving specific objectives• ensuring a comfortable ensuring a comfortable

environmentenvironment• allowing for privacyallowing for privacy• maintaining confidentialitymaintaining confidentiality• placing the focus on the patient placing the focus on the patient

versus focusing on the taskversus focusing on the task

COMMUNICATION IN COMMUNICATION IN NURSINGNURSING

Nurses communicate while:Nurses communicate while:• Assessing patient careAssessing patient care• Planning patient carePlanning patient care• Implementing patient careImplementing patient care• Evaluating patient careEvaluating patient care

COMMUNICATION IN COMMUNICATION IN NURSINGNURSING

• Nurses who communicate Nurses who communicate clearlyclearly

with patients get:with patients get:

- more cooperation- more cooperation

- more feedback- more feedback

- more clarity- more clarity

EFFECTIVE EFFECTIVE COMMUNICATIONCOMMUNICATION

The five “Cs”The five “Cs”• ClearClear• ConciseConcise• ConsistentConsistent• CorrectCorrect• CourteousCourteous

USE OF LANGUAGEUSE OF LANGUAGE

• Avoid clichés, figures of speechAvoid clichés, figures of speech• Avoid cute, fancy, trendy wordsAvoid cute, fancy, trendy words• Use specific termsUse specific terms• Be aware of multiple definitionsBe aware of multiple definitions• Avoid slang/jargonAvoid slang/jargon• Avoid abbreviations/acronymsAvoid abbreviations/acronyms• Use visual aidsUse visual aids

DOMESTIC & DOMESTIC & INTERNATIONALINTERNATIONAL

COMMUNICATIONCOMMUNICATION– be aware of regional differencesbe aware of regional differences

-research customs of communities-research customs of communities

-be aware of religious holidays-be aware of religious holidays

-do not make culturally or-do not make culturally or

religiously-based jokesreligiously-based jokes

-do not imitate language or accents-do not imitate language or accents

-be aware that words can have different -be aware that words can have different meanings to different peoplemeanings to different people

INTERNATIONAL AND INTERNATIONAL AND REGIONAL REGIONAL

COMMUNICATIONCOMMUNICATION Need to consider:Need to consider:• Time ZonesTime Zones• HolidaysHolidays• CustomsCustoms• LanguageLanguage• ClothingClothing