Written by : Hossam

• Final Exam

Communication Skills and Human Behavior

(Summary)

1- Communication Concept

• Definition of communication :
• Communication is an interpersonal process that involves verbal
and nonverbal exchanges of information and ideas.
• Silence is also, a means of communication

Levels of Communication:-

1 - Intrapersonal communication:
• Occurs within an individual.
• It is self-talk.

• The goal of intrapersonal communication is self-awareness.

2- Interpersonal communication:
• Between small group.
• Used in nursing situations.
• Healthy interpersonal communication allows problem solving ,
decision making
3- Public communication:
• Between large groups

Special skills used to help the speaker to express ideas such as use
of :
• Posture.
• Body movements.
• Tone of voice

Elements of the Communication process

1- Referent.(stimulus)
2- Sender. (Encoder)
3- Message.
4- Communication Channels. (means of conveying message)
5- Receiver. (Decoder – change a message into common language)

6- Feedback

Modes of Communication :-

• verbal and nonverbal modes

Factors That Influence Communication :-

1- Development
2- Perceptions :
• Perception is the personal view of events
3-Values :
• Values are standards that influence behavior.
4- Emotions :
• Emotions are a person‟s subjective feelings about events.

5- Socio-cultural Background:
• Language, gestures, values, and attitudes reflect cultural origin.
6- Knowledge:
• Communication can be difficult when the persons
communicating have different levels of knowledge.
7- Roles and Relationships:

• People communicate in a style appropriate to their roles and

relationships. .
8- Environment:
• Communication is better in a comfortable environment.

9- Space and Territoriality (Proxemics)

Effective communication includes :-

1- Listening effectively
2- Conveying acceptance and approval.
3- Asking related questions.

4- Clarifying the stated words

5- Maintaining silence which gives opportunity to the client to
communicate

2- Communication Theories

Peplau’s Interpersonal Relation Theory :-

1-Orientation :
• The nurse conveys empathy and caring and attempts to
understanding the client‟s experience.

2- Identification :

• The nurse identifies client problems and experiences.

3- Exploitation

4- Resolution

According to Peplau, nurses function within six roles:-

1- Stranger role

2- Resource ( knowledgeable ) role

3-Teaching role

4-Counseling role

5-Surrogate role
6-Active leadership role

Dyadic Interpersonal Communication Model :- (Berlo)

Communication to describe a dynamic interactive process

Satir’s communication theory

1- Clearly state the message. ( Sender sends a message ).

2-Receive verbal response and nonverbal behavior. ( Receiver
receives )
3-Ask for feedback.
4- Be receptive to feedback. ( to clarify message if it is
misunderstood or unclear).

-According to Satir, both the sender and recipient of the message are
responsible for clarifying the message.

Congruency :
• Harmony between verbal and verbl and between physical
gestures or behaviors
incongruent message:
• demonstrates inconsistency between what is said and body
language.

3- Verbal and Nonverbal Cues in

Communication
-.
Verbal Communication:

• Verbal communication involves spoken or written words

Effective verbal communication Should include the following :

1- Clarity and Brevity:

Clarity :
• is achieved by speaking slowly and clearly.

Brevity:
• is best achieved by using words that express an idea simply.

2- Vocabulary:
• Communication is unsuccessful if the receiver is unable to
translate the sender‟s words and phrases.

3- Denotative and Connotative Meaning :

Denotative meaning :
• shared by individuals who use a common language and is used
to define a word so that it means the same to everyone.

Connotative meaning :
• A word reflects the shade or interpretation of a word

4- Pacing :
• Verbal communication is more successful when expressed at an
appropriate speed or pace.
5- Timing and Relevance:
• Timing is critical to reception of message.
• Poor timing can prevent the message from being accurately
received

Nonverbal Communication ( Body Language ):-

• Evaluating body language is a part of active listening

Types of body language will be reviewed :-

1- Facial expressions and eye contact

2- Hand and arm gestures

3-Posture

4-Body space :
• Body space varies with the type of relationship between people.

Spaces Social ‫ــــــــــ‬Table

Space Distance Context

Intimate Physical contact to 18 Personal relationships but
inches away nurses often enter this
space during routine care.
Personal 18 inches to 4 feet Used in friendships, but
 occurs often

when delivering nursing care.

Social 4 to 12 feet Used in everyday life and
business.
Public Greater than 12 feet Used during lectures and
speeches.

5- Touch :-

The use of touch is the universal language

Uses of Touch:-
• Refocus patients who are rambling or self-absorbed
• Reduce anxiety in stressful situations
• Convey interest in the patient‟s experience
• Create human connections
• Express caring

4- Breaking Bad News

Shoud DO When Breaking Bad Should NOT DO When

News Breaking Bad News

• Allow time.  Overload with

• Ensure privacy and information.
 Distort the truth.
 confidentiality and respect  Give false reassurance.
both.  Feel obliged to keep
• Ensure honest and simple talking all the time.
language is used.  Withhold information.
• Let the patient talk.
 Assume that you
• Listen to what the patient know what is
says.
concerning the
• Be sensitive to the
patient.
non-verbal language.
 Criticise or make
• Gauge the need for
judgements.
information on an
individual basis.
• Allow for silence, tears
and other patient
reactions.
• Document and liaise
with the
multidisciplinary
team.

5- Self-Awareness

Self-Awareness:-
• Self-awareness is a professional obligation when caring for ill

• Self-awareness is an internal evaluation of yourself and your

reaction to intense emotional situations

• It helps the nurse recognize how her or his attitude

• Strong client emotions can impede nurse-client communication.

• Self-awareness also expands personal strengths and provides

insight regarding personal limitations.

Strategies nurses can use in response to end-of-life and other

stressful circumstances include the following :-

• Recognize emotional and behavioral responses.

• Acknowledge the normalcy of these reactions.
• Examine the reasons for these personal reactions and the
potentially adverse consequences of them.

• Discuss these feelings and thoughts with a friend or family

member.

Lack of self-awareness or poor insight into personal responses

hinders the communication process,
-The Johari Window

6-The Impact of Technology on Communication

Advantages Disadvantages
• Increase self-monitoring • Less opportunities
for feedback
• Reduce the necessity of • Miscommunication
face-to-face interaction.
• Less personal filtering
• Increase health • Less predictable responses
Education
• Negative consequences for
interpersonal relationships
• Emotionl Support

• Host of opportunities for

nurse-client dialogues

• Share clinical
information between two
geographic locations

7- Active Listening

Active listening :-

• Is the cornerstone of all interactions.

Active Listening :

• The act of hearing words and includes understanding and

accurately interpreting what the client really say

• Active listening requires attention and comprehension

• It requires genuine interest in other‟s points of view.

.

• This dynamic and interactive process requires vast energy

• Must avoid completing sentences or interrupting.
.
• Active listening is an investment in the nurse-client
relationship and make accurate diagnoses, establish shared decision
making, and advance positive clinical outcomes.

Characteristics of good listening :-

• Maintain eye contact.
• Give full attention, both mentally and physically
• Reduce barriers.

• Avoid interruptions.
• Respond to the content and emotional ( feeling ) component of
the message.
• Listen for ideas or themes.

Evidence of genuine interest

• Eye contact
• Facial expression
• and summarizing..

-Active listening creates a healing climate, which reduces stress and

anxiety

Barriers to Active Listening

• Personal filters
• Intimidating body language

• Hurried approaches

• Expressing disapproval

• Asking closed-ended questions

• Language that is different from the clients