settings and types of Communication
Settings of Communication
1-Intrapersonal: it is communication that occurs in your
own mind. It is the basis of your feelings, biases, and
beliefs. E.g. the person communicates with himself
through thinking
2-Interpersonal: people in a face to face
Person to person
Small group communication 3-15 usually share a
common purpose
Public speaking one person and audiences in
public setting, lecture…etc.
3- Mass communication: large mass people don't know
each other & usually not in the same place radio or
television or the internet.
•It occurs through the medium of spoken or written
words.
•A combination of several words is used & each word
conveys a specificmeaning.
•Some important elements of verbal communication are
Appropriate and Clear language, vocabulary building, clarity,
consciousness, preciseness, comprehension, briefness, timing &
relevance
Words should be meaningful and suitable to the listeners, consider the
demographic factors: age, sex, education and interest of target group
B) Non-Verbal Communication:
The term non-verbal communication is used to describe all human
communication that is not written or spoken, refers to an exchange of
information without the exchange of spoken words (facial expressions, body
language, etc.).
This communication occurs without words; where the
five senses & whole range of body movements, posture,
gesture, facial expressions & silence are used for sending
& receiving the message.
Nonverbal communication is a more accurate way of
communication because it conveys the true & intended
meaning of the message
Body Language speaks louder than words. A person will
generally pay more attention to what you do than what
you say
Nonverbal communication may be accomplished by
the following means:
Physical appearance:
- When you deliver a speech, your appearance
conveys a powerfulvisual message to the
audience
- Enhance your appearance through proper
clothing, grooming, andphysical conditioning.
Facial expression
Eye contact
- After your voice, your eyes are your most
powerful tool forcommunication.
- Eye contact has very much in face-to-face
communication.
- It builds the rapport between the speaker & the
listener.
- Absence of eye contact shows lack of interest &
understanding.
- The speaker must look in to the eyes of the
audience this will built upthe confidence &
eliminate the nervousness.
- The speaker must read the eye cues
Touch: it is a powerful mean of communications for
elderly andchildren
Posture and gesture
A gesture is a specific bodily movement that reinforces a verbal
messageor conveys a particular thought or emotion. Although gestures
may be made with the head, shoulders, or even the legs and feet, most
are made with the hands and arms
Putting the hands on the head = confusion
Rubbing the forehead = deep thinking
Open relaxed fists = trust, confidence
Nods & shades of the head convey agreement
& disagree
Finger and hand movement:
How you hold and move your hands and fingers are particularly
insightful in reading people.
Distance
o Intimate (touching to 45cm)
o Personal (45cm to 1.2m)
o Social (1.2m to 3.6m)
o Public (3.7m to4.5m)
Para Language: Non-verbal aspects of speech:
Pitch of voice
Volume: highness or lowness of voice
Rate or Speed of speech: rapid rate-++
interest or confusion
Silence: It can be used to express a wide range of
feelings (listen to silence)
Using silence for
Organize thoughts, prepare for the next
Encouraging the client/patient to
communicate "open up."
Allowing client time to revise what has
been said
Allow client time to collect thoughts
Allow client time to consider alternatives
Look interested
Uncomfortable silence should be broken
Functions of Non-Verbal Communication
1. Reinforces the verbal message
2. Complements the verbal message
3. May replace the verbal message
4. It may contradict the verbal message
5. Improving Non-Verbal Communication
6. Observe non-verbal communication of others
Effective communication
Effective communication is the communication
which produces intended or desired result
Effective communication helps to connect well with
others and understand a person or situation in a
better way.
It enables us to solve the differences, build trust and
respect in the organization.
Sometimes our message is misunderstood or we
misunderstand the received message, effective
communication helps us to resolve these problems.
It helps us in decision making.
The 7cs of effective communication
1. Completeness
•The information conveyed in the message should
be complete to doeffectiveCommunication.
•The sender must take into consideration the
receiver‟s mind set and convey the message
accordingly.
•Complete information always gives additional
information whereverrequired; it leaves no question in
the minds of the receiver.
2- Conciseness
•Conciseness means communicating what you want
to convey in theleast possible words.
•Concise communication provides short and essential
message in limitedwords.
•Concise message is more appealing and
comprehensive to the audience.
3- Consideration
•Effective communication must take audience into
consideration byknowing the viewpoints, background,
mindset, educational level, etc.
•Consideration implies stepping into the shoes of
others.
•Consider the needs and requirements of the
audience to achieveeffective communication.
4-Clarity
•Clarity implies emphasizing on a specific goal or
objective at a time,rather than trying to move away
from track.
•Clarity helps to understand the message easily.
•Clarity comes with the use of exact, appropriate
and concrete words.
5- Concreteness
•Concrete communication implies being particular
and clear ratherbeing fuzzy and general.
•Concrete communication shows good level of
confidence.
•Concrete information cannot be misinterpreted
6-Courtesy
•Courtesy means being polite, kind, enthusiastic
and convincing.
•Courtesy reflects the nature and character of the
sender of themessage.
•It is the same as give respect and then expects the
same.
7- Correctness
• Correct information includes the precision and
accurateness of facts and figures used in the message
• Free from grammatical errors and use of
appropriate and correct language.
• Correctness in the communication
implies that the correct information is
conveyed through message.
• Correct communication boosts up the confidence
level of the sender.
• Correct information has greater impact on the
audience.
Skills of Effective communication
A-Skills that support in keeping the focus on the client:
Looking and listening for cues.
Cues are hints and can be words, gestures or body language.
Noticing verbal and non-verbal cues is important to understanding
the client/patient‘s needs.
Asking relevant questions
Ask open & closed ended questions
Ask open questions as much as
possible(esp. at the start) For example:
„How are you?‟
Asking open directive questions: for example: ‗How are you
sinceI last saw you? ‗You said you are not with it, can you tell
me more about that?‘
Ask probing questions
Clarify: What do you mean by that
Justify: What makes you think of that
Check accuracy: you definitely took 3 tab
/day
AVOID
Talk more than the client/patient
confusing & complicated questions
Ignoring questions of the client/patient
Psychological focus
Asking the clients open ended questions
about feelings.
Recognizing and responding to emotions,
feelings and concerns.
Client/patients appreciate healthcare
professionals asking about their feelings.
Using pauses and silence
Pauses and silence provide a slower pace and will help the person to
engage in the conversation and give them time to think what
theywant to say.
Using minimal prompts.
Use small, encouraging words and gestures. For example, nodding or
saying ‗go on‘.
Screening
For example: asking the question ‗Is there something else?‘ before
continuing with the discussion.
Clarifying
For example: asking the question ‗you said you are not with it, from
what you say, it sounds like it is hard to concentrate?‘
Negotiating
Negotiating and asking permission. For example: ‗Would it
be okay totalk about what is worrying you?‟
B- Skills that support effective listening:
Active listening
- Most important yet most difficult
- Demonstrating that you are actively listen
* Eye contact
* Lean forward facing client/patient
―Yes I understand – please continue‖
Helping the client/patient to be relevant
- Interrupt at appropriate point & try to redirect the interview
E.g. what you just told me about your job is very
interesting but I would like to hear more about the
headache you have been having.
You must read between the lines. Pick up the
underlying meaning of the message (intent); don't rely
entirely upon the obvious or superficial meaning
(content) but pick up the nonverbal cues.
o Facial expressions (smile, frown, blank look,
grimace).
o Gestures/mannerisms (fidgeting, toe tapping,
clenched fists).
o Eye behaviors (avoiding eye contact, staring,
wide eyes).
o Posture (erect, leaning toward/away from
someone).
Reflecting.
- Repeating the client‟s message Verbal or
nonverbal
- Reflecting content repeats client‟s
statement, May be misusedor overused
- Reflecting feelings
Verbalizing implied feelings in client‟s
comment
- Encourages client to clarify
Acknowledging.
Showing a response to what you are noticing or hearing. For
example:‗I can see you are very upset about this.‘
Summarizing.
- Never be afraid to summaries what the
client/patient has told you
- Summarize & Check accuracy
e.g. “I would like to make sure that I have been
understanding youcorrectly, you told me that “
―What I hear from you is that … Did I get that right?”
- Highlighting the main ideas expressed
- Conveys understanding
- Reviews main themes of conversation
- Use at different times during interaction
Empathizing.
- Empathy means putting yourself in other person's
place
- Empathy is neither sympathy (feeling sorry for
another person) nor compassion (that quality of love
or tenderness that causes one person to suffer along
with another).
- Respond to the client/patients' emotional questions
and tell the client/patient everything about his/her
case even if he/she does not ask
- Saying something to show you appreciate (not
sympathize) how the other person seems to be
feeling.
For example: „Everything has happened so fast, no
wonder you are finding it difficult to take in.
Paraphrasing.
Put the focus of the paraphrase on what the other
person implied, not on what you wanted him/her to
imply, e.g., don‘t say, “Ibelieve what you meant to
say was …”. Instead, say “If I‟m hearing you
right, you conveyed that …?”
C- Skills that help with giving information:
Checking what information, the person knows
already.
Giving small amounts of information at a time,
using clear terms andavoiding jargon.
Avoiding detail unless it is requested – do not
assume people want to know.
Checking understanding using an open question. For
example: „I have gone through some difficult
information, what sense have you made of it?‟
Pausing and waiting for a response to what you have
said beforemoving on.
Checking, with sensitivity, the effect of the
information you have given on the clientFor
example: „There has been a lot of information to take
in today, how are you feeling?
own mind. It is the basis of your feelings, biases, and
beliefs. E.g. the person communicates with himself
through thinking
2-Interpersonal: people in a face to face
Person to person
Small group communication 3-15 usually share a
common purpose
Public speaking one person and audiences in
public setting, lecture…etc.
3- Mass communication: large mass people don't know
each other & usually not in the same place radio or
television or the internet.
Types of Communication
A) Verbal communication:•It occurs through the medium of spoken or written
words.
•A combination of several words is used & each word
conveys a specificmeaning.
•Some important elements of verbal communication are
Appropriate and Clear language, vocabulary building, clarity,
consciousness, preciseness, comprehension, briefness, timing &
relevance
Words should be meaningful and suitable to the listeners, consider the
demographic factors: age, sex, education and interest of target group
B) Non-Verbal Communication:
The term non-verbal communication is used to describe all human
communication that is not written or spoken, refers to an exchange of
information without the exchange of spoken words (facial expressions, body
language, etc.).
This communication occurs without words; where the
five senses & whole range of body movements, posture,
gesture, facial expressions & silence are used for sending
& receiving the message.
Nonverbal communication is a more accurate way of
communication because it conveys the true & intended
meaning of the message
Body Language speaks louder than words. A person will
generally pay more attention to what you do than what
you say
Nonverbal communication may be accomplished by
the following means:
Physical appearance:
- When you deliver a speech, your appearance
conveys a powerfulvisual message to the
audience
- Enhance your appearance through proper
clothing, grooming, andphysical conditioning.
Facial expression
Eye contact
- After your voice, your eyes are your most
powerful tool forcommunication.
- Eye contact has very much in face-to-face
communication.
- It builds the rapport between the speaker & the
listener.
- Absence of eye contact shows lack of interest &
understanding.
- The speaker must look in to the eyes of the
audience this will built upthe confidence &
eliminate the nervousness.
- The speaker must read the eye cues
Touch: it is a powerful mean of communications for
elderly andchildren
Posture and gesture
A gesture is a specific bodily movement that reinforces a verbal
messageor conveys a particular thought or emotion. Although gestures
may be made with the head, shoulders, or even the legs and feet, most
are made with the hands and arms
Putting the hands on the head = confusion
Rubbing the forehead = deep thinking
Open relaxed fists = trust, confidence
Nods & shades of the head convey agreement
& disagree
Finger and hand movement:
How you hold and move your hands and fingers are particularly
insightful in reading people.
Distance
o Intimate (touching to 45cm)
o Personal (45cm to 1.2m)
o Social (1.2m to 3.6m)
o Public (3.7m to4.5m)
Para Language: Non-verbal aspects of speech:
Pitch of voice
Volume: highness or lowness of voice
Rate or Speed of speech: rapid rate-++
interest or confusion
Silence: It can be used to express a wide range of
feelings (listen to silence)
Using silence for
Organize thoughts, prepare for the next
Encouraging the client/patient to
communicate "open up."
Allowing client time to revise what has
been said
Allow client time to collect thoughts
Allow client time to consider alternatives
Look interested
Uncomfortable silence should be broken
Functions of Non-Verbal Communication
1. Reinforces the verbal message
2. Complements the verbal message
3. May replace the verbal message
4. It may contradict the verbal message
5. Improving Non-Verbal Communication
6. Observe non-verbal communication of others
Effective communication
Effective communication is the communication
which produces intended or desired result
Effective communication helps to connect well with
others and understand a person or situation in a
better way.
It enables us to solve the differences, build trust and
respect in the organization.
Sometimes our message is misunderstood or we
misunderstand the received message, effective
communication helps us to resolve these problems.
It helps us in decision making.
The 7cs of effective communication
1. Completeness
•The information conveyed in the message should
be complete to doeffectiveCommunication.
•The sender must take into consideration the
receiver‟s mind set and convey the message
accordingly.
•Complete information always gives additional
information whereverrequired; it leaves no question in
the minds of the receiver.
2- Conciseness
•Conciseness means communicating what you want
to convey in theleast possible words.
•Concise communication provides short and essential
message in limitedwords.
•Concise message is more appealing and
comprehensive to the audience.
3- Consideration
•Effective communication must take audience into
consideration byknowing the viewpoints, background,
mindset, educational level, etc.
•Consideration implies stepping into the shoes of
others.
•Consider the needs and requirements of the
audience to achieveeffective communication.
4-Clarity
•Clarity implies emphasizing on a specific goal or
objective at a time,rather than trying to move away
from track.
•Clarity helps to understand the message easily.
•Clarity comes with the use of exact, appropriate
and concrete words.
5- Concreteness
•Concrete communication implies being particular
and clear ratherbeing fuzzy and general.
•Concrete communication shows good level of
confidence.
•Concrete information cannot be misinterpreted
6-Courtesy
•Courtesy means being polite, kind, enthusiastic
and convincing.
•Courtesy reflects the nature and character of the
sender of themessage.
•It is the same as give respect and then expects the
same.
7- Correctness
• Correct information includes the precision and
accurateness of facts and figures used in the message
• Free from grammatical errors and use of
appropriate and correct language.
• Correctness in the communication
implies that the correct information is
conveyed through message.
• Correct communication boosts up the confidence
level of the sender.
• Correct information has greater impact on the
audience.
Skills of Effective communication
A-Skills that support in keeping the focus on the client:
Looking and listening for cues.
Cues are hints and can be words, gestures or body language.
Noticing verbal and non-verbal cues is important to understanding
the client/patient‘s needs.
Asking relevant questions
Ask open & closed ended questions
Ask open questions as much as
possible(esp. at the start) For example:
„How are you?‟
Asking open directive questions: for example: ‗How are you
sinceI last saw you? ‗You said you are not with it, can you tell
me more about that?‘
Ask probing questions
Clarify: What do you mean by that
Justify: What makes you think of that
Check accuracy: you definitely took 3 tab
/day
AVOID
Talk more than the client/patient
confusing & complicated questions
Ignoring questions of the client/patient
Psychological focus
Asking the clients open ended questions
about feelings.
Recognizing and responding to emotions,
feelings and concerns.
Client/patients appreciate healthcare
professionals asking about their feelings.
Using pauses and silence
Pauses and silence provide a slower pace and will help the person to
engage in the conversation and give them time to think what
theywant to say.
Using minimal prompts.
Use small, encouraging words and gestures. For example, nodding or
saying ‗go on‘.
Screening
For example: asking the question ‗Is there something else?‘ before
continuing with the discussion.
Clarifying
For example: asking the question ‗you said you are not with it, from
what you say, it sounds like it is hard to concentrate?‘
Negotiating
Negotiating and asking permission. For example: ‗Would it
be okay totalk about what is worrying you?‟
B- Skills that support effective listening:
Active listening
- Most important yet most difficult
- Demonstrating that you are actively listen
* Eye contact
* Lean forward facing client/patient
―Yes I understand – please continue‖
Helping the client/patient to be relevant
- Interrupt at appropriate point & try to redirect the interview
E.g. what you just told me about your job is very
interesting but I would like to hear more about the
headache you have been having.
You must read between the lines. Pick up the
underlying meaning of the message (intent); don't rely
entirely upon the obvious or superficial meaning
(content) but pick up the nonverbal cues.
o Facial expressions (smile, frown, blank look,
grimace).
o Gestures/mannerisms (fidgeting, toe tapping,
clenched fists).
o Eye behaviors (avoiding eye contact, staring,
wide eyes).
o Posture (erect, leaning toward/away from
someone).
Reflecting.
- Repeating the client‟s message Verbal or
nonverbal
- Reflecting content repeats client‟s
statement, May be misusedor overused
- Reflecting feelings
Verbalizing implied feelings in client‟s
comment
- Encourages client to clarify
Acknowledging.
Showing a response to what you are noticing or hearing. For
example:‗I can see you are very upset about this.‘
Summarizing.
- Never be afraid to summaries what the
client/patient has told you
- Summarize & Check accuracy
e.g. “I would like to make sure that I have been
understanding youcorrectly, you told me that “
―What I hear from you is that … Did I get that right?”
- Highlighting the main ideas expressed
- Conveys understanding
- Reviews main themes of conversation
- Use at different times during interaction
Empathizing.
- Empathy means putting yourself in other person's
place
- Empathy is neither sympathy (feeling sorry for
another person) nor compassion (that quality of love
or tenderness that causes one person to suffer along
with another).
- Respond to the client/patients' emotional questions
and tell the client/patient everything about his/her
case even if he/she does not ask
- Saying something to show you appreciate (not
sympathize) how the other person seems to be
feeling.
For example: „Everything has happened so fast, no
wonder you are finding it difficult to take in.
Paraphrasing.
Put the focus of the paraphrase on what the other
person implied, not on what you wanted him/her to
imply, e.g., don‘t say, “Ibelieve what you meant to
say was …”. Instead, say “If I‟m hearing you
right, you conveyed that …?”
C- Skills that help with giving information:
Checking what information, the person knows
already.
Giving small amounts of information at a time,
using clear terms andavoiding jargon.
Avoiding detail unless it is requested – do not
assume people want to know.
Checking understanding using an open question. For
example: „I have gone through some difficult
information, what sense have you made of it?‟
Pausing and waiting for a response to what you have
said beforemoving on.
Checking, with sensitivity, the effect of the
information you have given on the clientFor
example: „There has been a lot of information to take
in today, how are you feeling?