Prepared by Mofida ALbarrak ALbarrak 2013 3122021 Objectives

Prepared by /Mofida AL-barrak ALbarrak 2013 3/12/2021

Objectives By the end of this lecturer the trainer will be able to: Define communication Explain the communication process. Discuss goals of communication. List types of communication. ALbarrak 2013 3/12/2021

Continue State factors affecting communication process. Illustrate qualities of a Good communicator. Contrast therapeutic & non therapeutic communication techniques. Recognize characteristics of successful communication. Prescribe Barriers of communication. Differentiate different communication style ALbarrak 2013 3/12/2021

Out lines Communication process. Goals communication. Qualities of a Good communicator. Types of communication Factors effecting communication process. Communication skills & techniques. Characteristics of successful communication. Barriers of communication style. ALbarrak 2013 3/12/2021

Definite Communication Is the art of transferring or exchanging information ideas or thoughts easily & correctly through verbal or non-verbal language. ALbarrak 2013 3/12/2021

Communication process AL-barrak 2013 6

The Qualities of a Good communicator Ø Respect Ø Good and empathy for the client. communication skills. ﻭﺍﻟﺘﻌﺎﻃﻒ ﺍﻻﺣﺘﺮﺍﻡ . ﺍﻟﻌﻤﻴﻞ ﻣﻊ ﺍﻟﺘﻮﺍﺻﻞ ﻣﻬﺎﺭﺍﺕ . ﺍﻟﺠﻴﺪ Ø Tolerance ﺍﻟﻘﻴﻢ ﻣﻦ ﺍﻟﺘﺴﺎﻣﺢ of values and beliefs different from ﺍﻟﻤﺨﺘﻠﻔﺔ ﻭﺍﻟﻤﻌﺘﻘﺪﺍﺕ one’s own. . ﺍﻟﻤﺮﺀ ﻣﻦ Ø Unbiased ﻣﻨﺤﺎﺯﺓ ﻣﻮﺍﻗﻒ attitudes. Ø Patience. ALbarrak 2013 3/12/2021

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Verbal communication u Is what is said and heard. u It is the content of communication u Use an appropriate tone of voice. u Give verbal encouragement. u Ask questions. u Paraphrase. u Seek clarification.

ﺍﻻﻫﺘﻤﺎﻡ ﻳﻨﻘﻞ ﺍﻟﻠﻔﻈﻲ ﻏﻴﺮ ﺍﻟﺘﻮﺍﺻﻞ ، ﻭﺍﻟﻤﻮﺍﻓﻘﺔ ، ﻭﺍﻷﻠﻔﺔ ، ﺍﻟﺪﻋﻢ ﻭﺍﻟﺪﻓﺀ ﻭﺍﻟﺘﺸﺠﻴﻊ ﻭﺍﻻﻫﺘﻤﺎﻡ ﺍﻟﻄﻤﺄﻨﻴﻨﺔ ، ﻭﺍﻟﺤﻤﺎﻳﺔ Non verbal communication conveys interest , warmth, support, rapport, protection , reassurance , concern & encouragement. Non verbal communication is often more important than verbal communication. AL-barrak 2008 1 0

Non-verbal communication Is what is observed & send. Is often more important than verbal communication it includes: 1. Paralanguage : (tone of voice , volume, stream of talk ). 2. Kinesis: (all body languages & facial movement). 1. Proxemics: (Distance between sender & receiver ). 1. Touch. 2. Cultural arte facts: (Way a person dressed , make up ).

2. kinesics body languages & facial movement AL-barrak 2008 1 2

Even if someone decides to say nothing they are still communicating " Do you agree? Is this gentleman communicating anything? "SILENCE SPEAKS LOUDER THAN WORDS” AL-barrak 2008 1 3

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Eye contact is an essential part of . Communication Eye contact should be a positive form of body language ". . communication, but if it is not used correctly it can easily become . negative AL-barrak 2008 1 6

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3. Touch: touch is an important mean of non verbal communication. “People will forget what you say to them, they will never forget how you make them feel. ” ALbarrak 2013 3/12/2021

4. Proximity : (the distance between the sender and the receiver ) Two types of distance 1 -Social distance 2 -professional distance “Personal space 75 cm to 100 cm” ALbarrak 2013 3/12/2021

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Q. What is the most reliable type dependent on nonverbal communication or verbal communication? ALbarrak 2013 3/12/2021

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Communication skills effectives of verbal & non-verbal communication Active listening Questioning Use of simple language Reflecting feelings Paraphrasing Silence AL-barrak 2008 2 3

Characteristics of a successful communication Dependent upon the presence of 4 characteristics: 1. 2. 3. 4. 5. Honesty Appropriateness Efficiency flexibility Feed back § ﺃﻤﺎﻧﺔ § ﻣﻼﺀﻣﺔ § ﻛﻔﺎﺀﺓ § ﻣﺮﻭﻧﺔ ﺭﺍﺟﻌﺔ § ﺗﻐﺬﻳﺔ ALbarrak 2013 3/12/2021

Goals of therapeutic communication : u u u Establishing a therapeutic providerclient relationship. Identify client’s concerns & problem. Assess client’s perception of the problem. Recognize client’s needs. Guide client towards a satisfying and socially acceptable solution. . ﺍﻟﻌﻼﺟﻴﺔ ﺍﻟﻌﻤﻴﻞ ﻣﺰﻭﺩ ﻋﻼﻗﺔ ﺇﻗﺎﻣﺔ . ﺍﻟﻌﻤﻴﻞ ﻭﻣﺸﻜﻠﺔ ﺍﻟﺸﻮﺍﻏﻞ ﺗﺤﺪﻳﺪ . ﻟﻠﻤﺸﻜﻠﺔ ﺍﻟﻌﻤﻴﻞ ﺍﻟﺘﺼﻮﺭ ﺗﻘﻴﻴﻢ . ﺍﻟﻌﻤﻴﻞ ﺍﺣﺘﻴﺎﺟﺎﺕ ﺗﻌﺘﺮﻑ . ﺍﺟﺘﻤﺎﻋﻴﺎ ﻭﻣﻘﺒﻮﻟﺔ ﻣﺮﺿﻴﺔ ﺣﻞ ﻧﺤﻮ ﺍﻟﻌﻤﻴﻞ ﺗﻮﺟﻴﻪ § § §

Therapeutic communication ALbarrak 2013 3/12/2021

Types of Communication Techniques Talking techniques Non-talking techniques ALbarrak 2013

Make broad opening statement ALbarrak 2013 3/12/2021

Re-state or repeat the client statement ALbarrak 2013 3/12/2021

Reflecting & Clarifying Reflecting is restating the last word or phrase has said when there is a pause in the communication. ALbarrak 2013 3/12/2021

2. Non talking techniques Ø Active listening Ø Feedback. Ø Silence ALbarrak 2013 3/12/2021

Active listening u Focus u Reflect u Use facial expressions that show interest u Use encouraging gestures such as nodding head ﺗﺮﻛﺰ u Acceptance ﺗﻌﻜﺲ § § ﺍﻟﻮﺟﻪ ﺗﻌﺎﺑﻴﺮ § ﺍﺳﺘﺨﺪﺍﻡ ﺍﻟﻔﺎﺋﺪﺓ ﺗﻈﻬﺮ ﺍﻟﺘﻲ ﺇﻳﻤﺎﺀﺍﺕ § ﺍﺳﺘﺨﺪﺍﻡ ﺍﻻﻳﻤﺎﺀ ﻣﺜﻞ ﻣﺸﺠﻌﺔ ﺭﺋﻴﺲ § ﻗﺒﻮﻝ ALbarrak 2013 3/12/2021

Ø Feed back. Ø Silence ALbarrak 2013 3/12/2021

Meaning of Space ALbarrak 2013

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Communication style ALbarrak 2013 3/12/2021

Conclusion The communication process is fundamental to any human relationship. The components of the communication process include sender, message, channel, receiver & feed back. There are several different levels in which persons communicate with one another, including intrapersonal, interpersonal, group, & interdisciplinary. Verbal and nonverbal messages are modes of communication that exist in the nurse-client relationship ALbarrak 2013 3/12/2021

Reference Best practices to Effectively Communicate with the Project § Stakeholders - Retrieved June 9 th, 2012 Robbins, S. , Judge, T. , Millett, B. , & Boyle, M. (2011). § Organisational Behaviour. 6 th ed. Pearson, French's Forest, NSW p 315 -317. Roper, Greg. "Managing Employee Relations: § Develop interpersonal communications and conflict -management skills to better manage employee relations. " HRMagazine. May 2005. ALbarrak 2013 3/12/2021

Thank you for your attention ALbarrak 2013 3/12/2021