3. Objectives of Presentation
• Discuss the importance of effective
communication in healthcare management.
• Utilize communication skills effectively in the
management process.
4. Outline ……………………
• Definition: Communication
• Classification, Modes , & Types of
Communication
• Communication Process
• Barriers of Communication
• Cultural Differences & Breaking
Cultural barriers strategies
• Organisational Communication
• Communication in Healthcare
5. C ommunication
“communis” means common
“the exchange of
thoughts, messages, or information -
by speech, signal, writing, or
behavior.”
6. classification of Communication
VERBAL Communication
• Words or Languages
Oral and Written
NON-VERBAL Communication
• Gestures, aural, & visual
Space, Environment, Appearance, Eye
Contact, Posture, Facial Expression &
Timing, Vocal Expression
11. Barriers of Communication
Internal
Judgmental attitude, stress, fatigue, poor
listening skills, "know it all” unconcerned
attitude etc.
External
Noise, distractions, bad phone
connections, environment etc.
15. Breaking Cultural Barriers
Cross- Cultural Communication
Respect, tolerance, non judgmental
attitudes
Obtaining knowledge & being Sensitive
to cultural Differences
Attitude, Behavior, Values shared……
18. ASSERTIVE Communication:
“I” statement. …
direct, honest, and appropriate
ways that do not infringes on
another person’s rights.
congruent both
verbal & nonverbal msg.
20. AGGRESSIVE Communication:
Express themselves in a direct & often hostile
manner that infringes on others rights
“winning at all cost”
Demonstrating
self-excellence
21. PASSIVE-AGGRESSIVE Communication:
Is an aggressive msg.
presented in a passive way.
Limited verbal exchange with
incongruent with
non verbal behavior
This person feigns withdrawal
in an effort to
manipulate the situation
28. L highestTform N Communication….. …
The
I S E
of
I N G………
An active process that requires conscious
attention, is critical to good communication.
The leader who actively listens gives genuine
time & attention to the sender, focusing on
verbal & nonverbal communication.
29. Forms of L I S T E N I N G
“IGNORING” Listening
“PRETENDING” Listening
SELECTIVE Listening
AT TENTIVE Listening
EMPATHIC Listening
31. ORGANIZATIONAL Communication
Strategies
• Managers must assess organisational
communication
• Managers must understand the organisation’s
structure & recognise who will be affected by
decisions
• Communication is not a one-way channel
• Communication must be clear, simple, &
precise
32. ORGANIZATIONAL Communication
Strategies
• Senders should seek feedback regarding whether
their communication was accurately received
• Multiple communication methods should be
used, when possible, if a message is important
• Managers should not overwhelm subordinates
with unnecessary information
KISS principle ….
“Keep it Simple & Straightforward”
35. • Timely
• Accurate
• Unambiguous
• Understood by the recipient
Reduces error
Results in patient safety
36. To prevent error…..
1. The complete verbal and telephone
order or test result is written down by
the receiver of the order or test result.
2. The complete verbal and telephone
order or test result is read back by the
receiver of the order or test result.
37. To prevent error…..
3. The order or test result is
confirmed by the individual who
gave the order or test result.
4. Policies and procedures should
support consistent practice in
verifying the accuracy of verbal and
telephone communications.
39. Introduce yourself, and
S ituation briefly state the issue that
you want to discuss.
B ackground
Describe the background
or context.
A ssessment
State what you think the
problem is.
R State what you would like
ecommendation to address the problem.
40. Communication is a key
skill for any health care
professional, but for nurses,
we are in the occupation that
has Interpersonal
communication at its C ore….
41. References:
• Leadership Roles & Management functions in Nursing by Bessie L.
Marquis,RN, MSN & Carol J. Huston, RN,MSN, DPA, FAAN
6th edition 2009
• Joint Commission International Accreditation Standards for Hospital
4th Edition effective January 1, 2011
• Learning Method of effective Communication in Nursing
• MindTools.com