Communication ( IPC) 1

8/8/2019 Communication ( IPC) 1

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CommunicationCommunication


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Communication is a process of exchange of thoughts, feelings, ideas, information and

knowledge between two or more people.

Communication is a glue that bonds all theelements, allows structure to develop,coordinate activities, allows people to worktogether and accomplish results.

What is Communication?

Communication is a dynamic process totransmit meanings, social values and shareexperience.


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WHY COMMUNICATION IS IMPORTANT?

Because

H ealth care providers ( H CPs) are required todemonstrate and effectively use communication skillsfor counseling mothers, families, and communities who

seek their services during pregnancy, childbirth andnewborn care.

They share health knowledge and information with themso that they make more responsible and healthydecisions for their own health matters.

Good communication skills of the health care providersare very essential for providing effective counseling.


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Process of Communication

SMCR Communication Model

Sender Receiver

Message

Channel

Feed Back

Channel

Effect Produced


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PROCESS OF COMMUNICATION

The process of communication is either one-way or two-way. One-way communication takes place wheninformation is passed from sender to receiver. The

receivers cannot ask questions or seek clarificationfrom the sender.

Two-way communication is face-to-facecommunication when Sender sends the information tothe receiver and the receiver has the opportunity todiscuss, ask questions and seek clarification or additional information from the sender.


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Channels of Communication:

1. Mass Media (Radio, TV, Film, Print)2. Small Print3. Computer/Fax/Telegraph4. Telephone5.

Interpersonal communication is theexchange or transfer of information, Ideas,feelings or attitudes between two or morepeople

(Interpersonal)


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Media Advantages Disadvantages

Reach Large Numbers,takes less time & LessHuman resources

Message not specific todifferent groups, Remote areasdo not have access, One way Communication

Mass

Small Print Serves as reminder, canrefer back, details can begiven

Illiterate find it difficult

Computer / Fax / Telegraph &

Telephone

Fast & accurate Transmissionof information

No access for most of our target groups

Inter personal Message can be tailored as per need, Feed Back,Question can be ensured

More Human resources, timeconsuming, un trained communicators can givewrong messages


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CH ALLENGES OF COMMUNICATION

The challenge of communication really is that thereceiver receives the message that the sender intendedto send with the same meaning, because the messageis received translated and perceived by the receiver before responding and therefore it is important toensure that the process of interaction is clear and beingunderstood by all involved within the original intendedcontext.

It is only then that communication can be effective .

This is especially essential when delivering healthmessages and recommending compliance to certain

behaviors or practices.


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TH ERE FORE(The Message Should be)

Clear

Concise

Complete

Convincing

Capable of being carried out

The Language Should be familiar both to sender and Listener & should have value to the audience

Use appropriate media

E xpressing much in few words

To bring to believe


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EFFEC TIVE INTERPER SONAL C OMMUNI C ATIONBEG INS WITH TH E R IG HT ATTITUD E , NEG ATIV E

ATTITUD E WILL WO RK AG AINST YOU.


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Positive Attitudes

1 . R espect for community members2. Empathy3. P atience & K indness towards listener 4. K nowledge of Health care

Negative Attitude:

1. Disrespect for community members2. Less understanding

3. Impatience, arrogance, superior


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Positive Behavior Greeting,

Introduction,

Making people comfortable, Listening with patience,Answering questions, Asking Checking Q uestions,Using Simple language & Examples, Using AV aids

Negative Behavior Harsh tone,Ordering,Interrupting,Negating others view point,Not Listening, doing other things while Talking,

No feed back, & Use of technical terms


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Interactive Communication

Interactive communication is a process that facilitates a

dialogue to provide multiple opportunities to accuratelyinterpret meaning and respond appropriately. An interactivemodel is similar to a discussion rather than a lecture.

F or example, using an interactive model, a client may beasked what they know about nutrition during pregnancy or how will they recognize any complication during pregnancy.

As the mother and her family describe aspects of her nutrition and signs for recognizing complications of pregnancy, the H CP s can then respond to fill in knowledgegaps, correct misinformation and verify client understanding,thus eliminating or minimizing misunderstandings. H elping

Model


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The H CPs must practice and acquire the requiredverbal skills like asking open ended questions, beaware of their body language (Non VerbalLanguage) and master Listening Skills

TH US


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Verbal Skills

Voice: (TONE)

It Plays an important role in body language. e.g.the four ways you might say this sentence.

W here have you been?

HCP s tone when speaking to the client can either enhance the dialogue process or becomethreatening for the client


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Asking Q uestions

E ffective questioning technique can turn a clientsvisit into a two-way interaction and promote dialogueleading to client satisfaction and compliance tohealthy practices. Non- appropriate questioning canbecome just one-sided communication where theHCP asks questions and recommends treatmentleading to inappropriate service and dissatisfactionof the client.


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Open-Ended Q uestions

Open-ended questions are questions that start withW ho, W hat, W here, W hen, H ow and W hy andrequire more than a yes/no response.

These questions encourage disclosure of information.

1 . Whom can you talk to about this problem?2. What kind of foods are you taking?3. Why do you think your legs are swollen?4. Where do you plan to have your baby?5. When do you plan to have a checkup?


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Closed-Ended Q uestions

Closed-ended questions are also known as leading or

Restrictive questions because they bring yes/no responses and limit the information sought from the receiver.

H ave you checked to see if baby has a temperature?

EXAMPLE

1. Is the swelling painful?2. Are you taking eggs in breakfast?3. Is this your first pregnancy?

4. Does your mother-in-law help you in cooking food for thefamily?

1. H ow many children do you have?

E ffective communicators draw people out through the frequent

use of open-ended questions.


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Verification of Understanding

It is an important skill for health communication processBecause:

Verifying understanding prevents misunderstandings

This tool confirms that the message was translated and received as was intended.


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One Should Be Careful Of H is / H er BOD Y LANGUAGE

Our words make up only a portion of what we communicate

and what we dont say is some time more important than

what we do say.

Because

This is because most people believe

how you say it is more important than what you say

WHY?

Non Verbal Skills


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C omponents of Nonverbal C ommunication.

There are three components of nonverbalcommunication.

1.Body

2. P ersonal Appearance

3. Voice

4. Objects around you

5. Distance and P ersonal Space


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Body Language / Non Verbal CommunicationBody Language / Non Verbal Communication

B ody:Consciously or unconsciously we analyzepeople on the basis of their body

language, drawing conclusions when theyput their hands on their hips, wrinkle theirnose or turn away from us.

There are three aspects of B ody LanguagePosturesGestures

Face and Eyes


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Body Language / Non Verbal C ommunicationBody Language / Non Verbal C ommunication

Postures:Is the way you sit or stand. It is the firstmajor influence on the initial impression

you make.

Gestures:All people use gestures to backup whatthey are saying e.g. people usegestures to illustrate what they aresaying such as using their hands todescribe an object or motion.


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Gestures may be warm and cold:

H owever we should be not be convinced with that aparticular gesture/posture or physical attitude willbe taken similar universally and if we assume itas such then we may encounter some seriouscommunication problems


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GESTURES

Describing a shape

Emphasize a point

Effective gestures

Point to an item

Enumerate a list


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Frozen gestures

Pocket J ingle

Parade rest


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?


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POSTURES


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Body Language / Non Verbal C ommunication

GesturesGestures MessagesMessagesYawningYawning Im tired, boredIm tired, boredFrowningFrowning I dont like youI dont like youSlouching in a chairSlouching in a chair Im not interestedIm not interested

Frequently lookingFrequently lookingat your watchat your watch

I want leaveI want leave

Arms crossedArms crossed Ive had enough of Ive had enough of thisthis


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Body Language / Non Verbal C ommunication

Face and Eyes:

Ou r face and eyes are most expressive partsof o u r body I.e. lowering and raising o u r eyebrows, smiling, nodding, even winking we canalso reg u late the conversation flow e.g. wemay open conversation with a waiter bycatching his eyes. We indicate by opening o u rmo u th, breathing rapidly and raising o u r eyebrows. Face and Eyes:


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Appearance: (Dress for Success)

Maintain well grooming, dress appropriately and inaccordance with the prevailing cultural norms.

Your appearance should be acceptable to the

audience and the occasion. Never wear clothes that will distract from what you are saying. (e.g. as theexaggerated, dangling and jewelry).

Remember, as irrelevant as it may seem, what youwear does communicate some thing to youraudience mostly a message about whether or not you Fit with the group


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P ersonal Zone 46 cm 1.22 m

Social Zone1.22 m 3.6 m

P u blic ZoneO ver 3.6 m

Intimate Zone

6 8 inches

D istance and PersonalSpace


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INTIM ATE ZONE : (Between 15 and 45 centimeters or 6to 18 inches) of all the zone distances, this is by far themost important as it is this zone that a person guards as if it were its own property. Only those who are emotionallyclose to that person are permitted to enter it this includesparents, spouse, children, close friends and relatives.

Personal Z one: (Between 46 centimeters and 1.22meters or 18 to 48 inches). This is the distance that westand from others at parties, social functions and familygatherings.


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Social Z one: (Between 1.22 and 3.6 meters or 4 to 12feet) We stand at this distance from strangers.

Public Z one: (Over 3.6 meters or 12 feet) Wheneverwe address a large group of people, this is thecomfortable distance at which we choose to stand.

If you want people to feel comfortable in your company,the Golden Rule is Keep Your Distance.


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Active Listening

The interpersonal skills needed for effectiverelationships with a patient / client include listeningand understanding; these are the key skills thatenable the health care provider to interact effectivelywith a patient / client and establish a meaningfulrelationship between the two.

The ability to listen well is equally important,and perhaps more difficult to learn


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Sit facing the person being listened to.

Open position or posture to be maintained (arms should notbe crossed).

Lean slightly toward the person to demonstrate interest inwhat the person has to say.

Eye contact to be maintained (may vary according to culturalnorms).

Relaxed position or posture to be used, demonstrating easewith the situation.

Listening


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Do s of Listening1. Show interest

2. Acknowledge Receipt3. Be understanding of the other person4. Be Sympathetic5. Single out problem if there is one6. Listen for the cause of the problem7. Help the speaker to associate the

problem and the cause.8. Encourage the speaker to solve

his/her own problem9. Keep your mind open & concentrate

on what the speaker is saying

10. Be silent when necessary11. React to the information & not to

the person12. Focus on content, non verbal cues

and the manner in which some thing

said.

Do n ts of Listening1. Argue or mentally judge

what they are saying before theyhave completed.

2. Interrupt

3. Pass judgment too quickly

4. Give advice unless it is asked for.

5. Jump to conclusion & stop talking

6. Try to do two or more things at once& get rid of distractions

7. Judge the individual on the basis of his appearance and the manner inwhich some thing is said

Listening


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Principals of Communication

Inescapable: There are some who state that they cannot communicatebut the very attempt not to communicate communicates something.

Irreversible: One cannot take back what has been said. One maysometimes try to change the effect of saying things like I really didnot mean what I said.It is important to think carefully before communicating.

Unrepeatable: C ommunication is unrepeatable i.e. we cannot create thesame situation again. We only get one chance to create a first impression.Later impressions are formed in light of the early impression.


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Barriers to Effective Communication

Psychological B arriers:Emotions: (Likeness & Dislike ness of people

to whom yo u are talking & themessage being delivered)

In comm u nity practice the key psychologicalbarriers are associated with the beliefs,attit u des and behaviors of HC P s and others u pport staffs.


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Perceptual Blocks:

P erception is never precise as individual perceivethings differently .

P eople P erceptions are based on their experiencesand knowledge.

Barriers to Effective Communication


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Physical B arriers

1. Appearance of comm u nicator or a u dience2. Illegible doc u ments, Fa u lty Tying, Unclear

P hotocopies3. Lack of P rivacy4. P eople moving in & o u t of the room5. Mu mbling

6. Speaking Fast7. Noise inside the room s u ch as ringing phone

etc. or o u t side the b u ilding8. Uncomfortable a u diences9. Inadeq u ate Lighting

Environmental Barriers


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Semantic Bl o cks: Study of Choice of words as they do not

have precisely the same meaning for every one e.g

These are Abstract w o rds & inde f inite Terms having n o precise meaning H o nesty, Liberal, Imm o ral,Soo n as P o ssible


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TH ANKS

Documents

Communication ( IPC) 1