lecture note INTERPERSONAL COMMUNICATION 1 - intro.pptx

GROWING YOUR CAREER

1. INTRODUCTION TO COMMUNICATION Interpersonal Communication © Dr. Mohdzir Mohd Yasin [email protected]

2. Learning Outcomes At the end of this topic, you should be able to: Define communication Describe process of communication List elements in communication Differentiate interpersonal vs. mass communication Generalize problems in communication Relate importance of communication in healthcare Discuss effective communication

3. To start with… Name any form of communication that you know of Then try to cluster them What is the criteria of your clustering?

4. What is Communication? [from ‘commnicre’, ‘commnict-’ (Latin) = common] Basically Communication = process of conveying a message from a sender to a receiver Can be one way, 2-ways or multiple-ways Can be face-to-face or distant

5. One-way Communication MESSAGE METHODS SENDER RECEIVER

6. 2-ways Communication MESSAGE METHODS SENDER RECEIVER FEEDBACK METHODS

7. Elements in Communication Sender Receiver Message Methods of conveying

8. Elements in Communication Sender Receiver Message Methods of conveying Verbal Non-verbal What’s the difference?

9. Communication from a person to another person = ‘interpersonal communication’ Communication to many people = ‘mass communication’ (or ‘mass comm’)

10. Mass comm

11. Interpersonal Communication vs. Mass Communication Interpersonal communication Methods = verbal, non-verbal, written Usu 2-ways, may be face-to-face or distant Mass communication (or ‘mass comm’) Method = ‘mass media’ e.g. newspapers, TV, radio etc. Usu one way, distant Our focus for this course…

12. Common Interpersonal Communications Talking, discussing Meeting Letters, memos, SMS, email Presenting Public speaking Speaking on the phone Counter service Etc. Our topics are arranged according to this…

13. Effective Communication = Correct message from the correct sender reach the correct receiver When we communicate, be aware of: Our choice of words & voice – ‘verbal communication’ Our posture, gesture, facial expressions – ‘non-verbal communication’

14. Effective communication  interpersonal relationship Topic 8 Friends Family Academics Work Romantic

15. Problems in Communication Problems in communication = ‘communication barriers’ ‘Communication barriers’ leads to ‘communication breakdown’ Communication breakdown leads to conflict Topic 9

16. How are we going to discuss communication barriers?

17. Communication Barriers Easier to discuss if we think of the elements of communication Problems with sender Problems with message Problems with method Problems with receiver

18. Interpersonal Communication in Healthcare Healthcare personnel to patient Healthcare personnel to colleague Healthcare personnel to superiors

19. Common Communication Barriers: Healthcare Personnel to PATIENT Problems with sender (healthcare personnel): Inaudible voice, emotions e.g. annoyance, anger Problems with message Lack of subject knowledge, medical terminologies Problems with methods Wrong language, illegible handwriting Problems with receiver (patients) ↓ hearing, illiterate

20. Common Communication Barriers: Healthcare Personnel to COLLEAGUE Problems with sender (healthcare personnel): ? Problems with message ? Problems with methods ? Problems with receiver (colleague) ? Discuss!

21. Common Communication Barriers: Healthcare Personnel to SUPERIOR Problems with sender (healthcare personnel): ? Problems with message ? Problems with methods ? Problems with receiver (superior e.g. specialist) ? Discuss!

22. Importance of Interpersonal Communication in Healthcare ‘Communication breakdown’ = one of major complaints from patients Information age  patients getting more informed (mass media, Internet)  healthcare personnel need to communicate effectively Communication as a tool to make patient better = ‘therapeutic communication’, counseling Topic 10 Topic 11

23. Manners & Courtesy [Malay: ‘adab sopan’] Common manners & courtesy in Malaysian context Young person greets elder person Young talks politely to elder Young gives way to elder

24. ‘Mind your Ps and Qs’ Always use “Please…” [Malay: “Minta tolong…”, “Mohon…”, “Sila…”] Always use “Thank you”, “Welcome” [Malay: “Terima kasih”, “Sama-sama”]

25. Tips… In face-to-face communication, be aware of your ‘BO’ & ‘BB’ BO = b ody o dor Esp armpit + groin E.g. busy on-call duty  s weating, patient’s excrement or urine, no time to shower… BB = b ad b reath (mouth odor, ‘halitosis’)

26. How to reduce BO Find time to shower Change attire frequently Deodorant, perfume How to reduce BB Brush teeth frequently, floss Mouthwash Gargle after meal Mouth freshener

27. Dr M likes this: “The treatment of disease must be completely impersonal; the treatment of a patient must be completely personal.” Dr. Francis W. Peabody, Harvard Medical School, 1926

28. Ponder: Communication from a person to another person = ‘ INTERpersonal communication’ Communication from a person to himself = ‘ INTRApersonal communication’ e.g.?

29. Thank you… Any question? Next topic: Verbal Communication