UNIT I: Communication Skill

As per the SPPU Syllabus: For Communication Skill

1. COMMNUICATION SKILLS By…… Prof. Sonali R. Pawar

2. Introduction Defination Importance of communication Communication process source Massage Encoading Decoading Receiver Feedback Context

3. “ We are born to see, but have to train ourselves to observe ”

4. What (Definition ) Why (Importance ) How (Elemen t s + Principles) By what (Forms) Why not (Barriers )

5. W HAT IS C OMMUNICATION ? Communication is sending or receiving ideas, thoughts or feelings from one person to one or more persons in such a way that, the person receiving it understands it in the same way the sender wants him/her to understand. The term ‘communication’, derived from a Latin term ‘communicare’. important Also known as “ people skills ” or “ soft skills ”. Ranked in a survey as the most requirement for successful job performance.

6. Continuo u s Dy n amic Transactional Irreversible Communication

7. SENDER MESSAGE CHANNEL R E C E IVER Co n t e xt FEEDBACK T HE C OMMUNICATION P ROCESS The person initiating the co m m u nica t io n , or broadcasting the message. The specific set of words, gestures and images that the sender uses to convey what he or she wants to say. The channel through which the message moves. Receivers (or the audience for the message) - from whom the receiver often expects a response. The response from the receiver to the sender.

8. Effective communication = R (receiver’s meaning) ----------------------------------- = 1 S (sender’s meaning)

9. W HY WE STUDY COMMUNICATION SKILLS ? History taking : 60% to 80% of diagnosis. Good communication provides information to the patient: -more than 50% of patients deviate from the doctors’ advice or do not follow it at all. Poor quality of communication leads to patient’s dissatisfaction: Doctors interrupt patients very early. Patients do not understand what the doctor is saying. Advice is too difficult to follow.

10. C OMMUNICATION PRINCIPLES Listening (not HEARING ) Probing (encourage) Observing (non- verbal) Informing (4 Cs = Clear, Correct, Concise, Complete)

11. 1- L ISTENING : Active process (Not hearing), it involves a conscious effort to listen to words; to the way they are said, to be aware of the feelings shown and attempts to hide feelings. You should: Focus your attention; avoid barriers. Show that you are listening (verbally and nonverbally). Understand ideas and pick key words. Retain information (memory, notes). Reflect or give your feedback.

12. 2- P ROBING : - What clients think/know. encourage them to talk: tell them that are really listening and wanting to hear more. ask questions. keep Privacy , listen.

13. 3- O BSERVING : Nonverbal communication through: - Facial expressions, - Voice tone - Body language.

14. 4- I NFORMING that t h e in a Clear, Correct, Concise, Complete way. Consider: Needs, Language, Obstacles . Summing-up briefly. Check back w i th th e spea k er to ens u re statement is accurate.

15. “L AG TIME " The gap between the speed of talking and the speed of listening Most individuals speak at the rate of 100-150 words a minute, while they listen at the rate of 450-500 words a minute.

16. “L AG TIME " IS TO BE USED TO : In stead of thinking about what to reply to the person, or worse still allowing your mind to wonder on unrelated subjects, "lag time" is to be used to: - Listen to the words being used - Observe the body language - Make note of the repetition of thoughts and words

17. R ULES FOR C OMMUNICATION 1. Ensure it fits the purpose 2. A.B.C : 3. K.I.S.S 4. Deliver information in 3 stages: Accu r acy K eep Introduction Brevity It Main body of content C l ari t y Short Summary Si m p l e

18. Change behavior Get action Ensure und e rstanding P e rsuade Get & give In f orma tion C OM M UNIC A TION G OALS

19. Environmental barriers: Loud sounds, activities of nearby people, interruptions from others, physical discomfort Physiological barriers: Deafness, blindness, learning disabilities, illness. Language barriers: Different language, specific terminology Personal barriers: Socioeconomic conditions, values and beliefs, previous experience, not valuing themselves, not believing that their health is important. Psychological barriers: Stress, frustration, anger, tiredness, distracted, preoccupied.

20. SENDER MESSAGE CHANNEL R E C E IVER C o ntext FEEDBACK T HE C OMMUNICATION P ROCESS OR ELEMENTS Knowledge Form u lation Language Tone Personality Ambiguity Interest Clearness Confusion Ob j ecti v ity Noise Acces s ib i l i ty Adaptation Decoding Physiology Personal i ty Preparation Time Selection bias Formulation

21. Body Lang u age 55% W ords 7% Tone of Voice 38%

22. Verbal Co m mu n ication

23. V ERBAL C OMMUNICATION Organize Thoughts Paint Word Pictures Watch Grammar

24. V ERBAL C OMMUNICATION clear Clarify Listen Encourage Appreciate reassure D o n ’ t Give orders Attack Be aggressive Be ridiculous.

25. N ON -V ERBAL C OMMUNICATION

26. Non-verbal communication can Reinforces, Complements, Contradicts, Regulates, or Replaces a verbal message.

27. C ATEGORIES OF NONVERBAL COMMUNICATION : Body movement ; way of walking. Posture ; way of sitting, standing. Gesture ; movements of hands, legs, arms and feet. Facial expressions & eye contact . Space ; place of sitting, distance. Touch ; shake hands, patting on the back. Time . Personal appearance ; clothes, hair, jeweler. Paralanguage ; vocal characteristics (pitch, volume, rate and quality), vocal interferences (umm, uhh) .

28. Smiling . Eye contact . How you look . Shaking hands . +ve Non-Verbal Communications

29. > 360 cm 120 – 360 cm 45 – 120 cm 15 – 45 cm

30. W HEN YOU INVADE MY SPACE Reactions to an invasion of your space Feel troubled Get defensive Become aggressive

31. C OUNSELLING Counselling is a process that uses communication skills to help client/patient to reach an informed decision/choice Counselling will provide customized, client-oriented information and negotiate available alternatives to help take a decision based on clear information. Helping a person or a group to develop self-help and self-care abilities.

32. C ONSULTATION & C OUNSELING Consultation: Process of a dialogue that leads to a decision Counseling: Helping a person or a group of people to develop self help

33. C ONSULTATION After each consultation session 5 things must be established: Discover the reasons of patient attendance Define clinical problem (HPT, DM) Address the patient’s problem (details) Explain the problem to the patient Make effective use of the consultation

34. P RINCIPLES FOR GOOD COUNSELLING Treat each client well Interact actively Give the right amount of information Tailor and personalize the information Use and provide memory aids Provide the services that satisfy the client’s expectations. Help clients remember instructions. Confidentiality

35. C OUNSELING Preparing a counseling session Physical setting Timing Interpersonal space

36. 1. Physical setting Privacy: in a quiet, calm & no interruption Proper lightening & temperature. 2. Timing 45-60 minutes

37. 3. Interpersonal space 4-9 feet D D P D P P (√ ) ( √ ) ( × )

38. C OUNSELING , C ONSULTATION , COMMUNICATION PROCESS Initiating the session Gathering Information Building Relationship Explanation and Planning Closing the sessions