Communication Process

1. PREPARED BY: MUHAMAD HAFIZ BIN ROSLI | SP50512004 AMIRRUL IMAN BIN JA’AMAT | SP50512001 1 COMMUNICATION PROCESS LECTURER NAME : MDM. MAHARANI SEMAN PROGRAMME NAME : DIPLOMA MEDICAL ASSISTANT PROGRAMME CODE : SP 005 FACULTY OF : ALLIED HEALTH SCIENCE UCSA COURSE NAME : PATIENT COMMUNICATION COURSE CODE : MKP 1121

2. INTRODUCTION 2 Communications efforts should be viewed from the perspective of how AMOs managing AMO - Client relationship over time. AMOs need knowledge in communications in order to know how they can have an effective communication. An effective communication will lead AMOs into an easier, happier and faster environment to accomplish their works.

3. DEFINITION OF COMMUNICATION 3 Communication is a process of sending / exchanging the information / thoughts / ideas / feelings from the sender to the receiver using appropriate languages, speech, visuals, signals, writing, or behaviour in order to achieve mutual understanding.

4. ELEMENTS IN THE COMMUNICATION PROCESS 4 Sender Encoding Message Channel Decoding Receiver Response Feedback Noise

5. CHART OF COMMUNICATION PROCESS 5

6. SENDER 6 [The person who attempts to share information to other people.] Master the topics Must know receiver‘s knowledge level Give the supporting details of the statement Use a proper communication technique Never use foul words Not too emotional Good intonation

7. ENCODING 7 [It is process of transferring and translating the ideas and thoughts into a message which represent ideas or concepts.] Speaking Language Writing Picture Gestures

8. MESSAGE 8 [Contents of communication need to be delivered to the receiver.] Ideas Feelings Current information Body language

9. CHANNEL 9 [Communication channel refers to the medium of communication chose by sender to transmit the message.] Brochures E-mail Television Letters Videoconferencing Projectors

10. DECODING 10 [The receiver decodes the information into an useful form using their sensory organs.] Hearing Reading Feeling Touching

11. RECEIVER 11 [ The person who received the message from the sender] Understanding the message Don’t be a passive audience Don’t pretending to know while you’re don’t know everything Focus on the speech delivered by sender Can be a sender depending on the channel used for communication

12. FEEDBACK / RESPONSE 12 [The receiver communicates back to the sender.] Gestures Facial expression Speaking Writing

13. NOISE 13 [Interference or interruption during the process of delivering the message that makes it difficult for the receiver to interpret the message. This can lead to communication breakdown.] Physiological noise Physical noise Psychological noise Semantic noise

14. CONCLUSION 14 An effective communication can be achieved by AMOs using the right ways. Both AMOs and Clients should understand each other in order to have a mutual understanding AMOs should know the way to use a medical jargon with Clients