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Interpersonal Comunicación

Rasheed Ahmed Khan


Course Faculty
Objective

At the end of session the students will be able to:


• Define communication
• Discuss different modes of communication
• Identify level of communication
• Recognize the characteristics of verbal communication
• Understand types of communication
• Analyze the process of communication
• Apply effective communication
• Enlist barrier to communication
Definitions

 Communication is the exchange of thoughts, feelings, and other


information.

 Communication can be defined as the process by which people


share ideas, experience, knowledge and feelings through the
transmission of symbolic messages.

 The means of communication are usually spoken or written


words, pictures or symbols.

 But we also give information through body language, gestures,


and looks, facial expressions can show how we feel and what we
think about an issue or another person.
What are the most common ways
we communicate?

Touch

Written Word
Modes of Communication

 A message’s clearly is greatly affected by the mode of


communication used.
• Written Communication, including (e-mail, letter)
• Face-to-face Communication,
• Telephone Communication
• Nonverbal Communication

 Nonverbal communication is considered more reliable


because it conveys the emotional part of the message.
Element of Nonverbal Communication

 Much of our communication occurs through nonverbal


channels
• Space
• Environment
• Appearance
• Eye Contact
• Posture
• Gestures
• Facial Expression & Timing
• Vocal Expression
Direction of Communication

Downwards Communication
 Highly Directive, from Senior to subordinates.
• To assign duties
• To give instructions
• To inform to offer feed back
• Approval to highlight problems etc.
Upwards Communications
 It is non directive in nature from down below
• To give feedback,
• To inform about progress/problems,
• Seeking approvals.
Cont ….

Lateral or Horizontal Communication


 Among colleagues, peers at same level
• for information sharing
• for coordination.
Diagonal Communication
• the manager interacts with personnel and mangers of other
departments and groups such as physicians, who are not on
the same level of the organizational hierarchy.
Grapevine Communication,
• flows quickly and haphazardly among people at all hierarchical
levels and usually involves three or four people at a time.

Hierarchy Level

Executive Director Manager

Vice President

A.G.M. Supervisor 1 Supervisor 2 Supervisor 3

Manager

Supervisor
Horizontal Comm.
Forman
Component of communication

 Five Major Components


• Sender
• Message
• Channel
• Receiver
• Feedback
Communication Model

Copyright 2004 by Delmar Learning, a division of Thomson Learning, Inc.


The Communication Process

Medium

Barrier
SENDER RECEIVER
(encodes) (decodes)
Barrier

Feedback/Response
Communication Process

 The sender initiates the process of communication by


generating a message.
 The message is communicated via a channel, verbally,
non-verbally, or in another symbolic form.
 Channels
• The visual channel allows for visual observation and
perception.
• The auditory channel consists of spoken words and
other verbal cues.
• The kinesthetic channel refers to physical sensations,
movements.
Communication Process

 The receiver infuses the message with meaning specific to


her personal experience.
 Physiological, psychological, and cognitive processes
influence the receiver’s interpretation.
 The feedback is information about the receiver’s perception
of the message.
 Feedback can either facilitate or obstruct effective
communication.
Characteristics of effective communications

 Effective communication requires the message to be:


• Clear and concise
• Accurate
• Relevant to the needs of the receiver
• Timely
• Meaningful
• Applicable to the situation
Characteristics of effective communications

 Effective communication requires the sender to:


• Know the subject well
• Be interested in the subject
• Know the audience members and establish a rapport with
them
• Speak at the level of the receiver
• Choose an appropriate communication channel
Characteristics of effective communications

 The channel should be:


• Appropriate
• Affordable
• Appealing
 The receiver should be:
• Be aware, interested, and willing to accept the message
• Listen attentively
• Understand the value of the message
• Provide feedback
Characteristics of effective communications

 The feedback should be:


• Descriptive, clear
• Provided in a supportive, non-threatening manner
• Practical and appropriate for the individual client
• Direct and honest
Levels of Communication

 Intrapersonal communication (self-talk)


• Consists of ideas and information inside one’s own
mind.
 Interpersonal communication
• Occurs between two people.
 Group communication
• Occurs with three or more individuals.
Intrapersonal communication (self-talk)

Copyright 2004 by Delmar Learning, a division of Thomson Learning, Inc.


Interdisciplinary Group Communication

 The Health Care Team collaborates to assess client status


and plan for effective client outcomes.
 Breakdown of communication between different team
members can interfere with the client’s treatment.
 The Health Care Team
• Client
• Family
• Nurses
• Social Workers
• Physical Therapists
• Occupational Therapists
Barriers to communication

• Language
• Values and beliefs
• Sex/gender and age
• Economic status
• Educational level
• Physical barriers
• Attitude
• Timing
• Understanding of message
• Trust
Styles of Communication

 The common styles of communication are

 Passive

 Aggressive

 Assertive
Communication Styles
What is Assertiveness?

 Assertiveness is the ability to communicate your needs,


feelings, opinions, and beliefs in an open and honest manner
without violating the rights of others
 Assertiveness is the ability to express yourself and your rights
without violating the rights of others
 Characteristics of assertive person
• Self Enhancing
• Expressive
• Choose for themselves
• Can achieve their goal
• Likely to feel good about themselves.
What will it do

 Respecting others’ rights as well as your own rights.


 helps you become self-confident
 Dealing with conflict effectively and calmly.
 Setting boundaries.
 increases self-esteem
 gain respect of others
 Communicating effectively, directly, and with confidence.
 improve decision-making ability
 Focus is on behavior and problem-solving instead of
attacking/ignoring the person.
Assertiveness and Rights

A
More G
Yours
G
R A N
E S O
S S N
S E -
Importance I R
Rights
A
O T S
N I S
O E
N R
Less T Theirs
Assertiveness can be described as a way I
to balance the rights of the two parties V
involved. E
Steps of assertiveness

• Deal with emotions first, then prepare and act:

Emotions Prepare Act


Aggressiveness may involve…

 Fight
 Disrespecting others’ rights to retain your own rights. Winning
at all costs.
 Communicating sarcastically.
 Attacking the person instead of focusing on the behavior or
problem-solving.
 Violating boundaries.
 Attempting to control others.
 Are there times to be aggressive?
Passiveness

 Soft voice
 Possibly respecting others’ rights while ignoring own rights.
 Not communicating directly when the situation warrants it.
 Overly agreeable, no point of view expressed
 Allowing your boundaries to be violated.
 Avoidance
 Withdrawn body language
 Sound unsure
 Allowing others to control you.
 Sound hopeless or helpless
 Indecisiveness.
Some Passive Messages

 Uh…if that’s the way you want to do it, that’s fine with me.
 “I don’t know if I could do that.”
 “I’ll talk to him soon about that problem; I’ve just been really
busy.”
 “I’m sorry to ask you.”
 “I hate to bother you.”
 “Maybe that’s a good idea.”
Passive/Aggressive Communication

 Fight-Flight pattern.
 Appears to agree but really does not agree
 Either respecting ONLY your rights OR other’s rights.
 Talking about people behind their back/Gossip
 Makes subtle digs and sarcastic remarks
 Keeps score, sets conditions
 Not addressing the problem or behavior.
 Nonverbal message contradicts the verbal message
 Fluctuating between violating others’ boundaries or having
your boundaries violated.
 Criticizes after the fact
References

• Marquis, L.B., & Huston, C.D. (2006). Leadership roles and


management functions in nursing: “Theory & Application”,
Philadelphia: Lippincott.
• Huber, L.D, (2010) Leadership and Nursing Care Management,
Communication and Relationship Building:Elsevier.

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