Eman M Mahfouz

Communication skillsDr. Eman Mohamed Mahfouz

Professor & Head of Public Health

emanmahfouz39@yahoo.com

“The single biggest problem in communication is the illusion that it has taken place.”

Contents of the lecture

Definitions

Principles of communication

The- process steps of communication

Barriers of communication

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Objectives of the lecture

Acquire knowledge on

principle, benefit,process

,types of communication

Describe Barriers of

communication and how to overcome

Assess& Learn practical tips, approaches to

enhance communication

Background: EDUCATION AND COMMUNICATION

Health education is a process that informs, motivates and helps people to adopt and maintain healthy practices and lifestyles, advocates environmental changes as needed to facilitate this goal and conducts, professional training and research to the same end

”Objectives of health education

(a) Informing people: disseminate scientific knowledge about prevention of disease and promotion of health that will melt away the barriers of ignorance, prejudices and misconceptions of people

b) Motivating people: to change their habits and ways of living, since many present day problems of community health require alteration of human behavior or changes in the health practices which are detrimental to health, viz. pollution of water, out-door defecation, cigarette smoking, drug addiction, physical inactivity, family planning, etc.

(c) Guiding into action: health education can and should be conducted by a variety of health, education and communication personnel, in a variety of settings, starting with the physician. People need help to adopt and maintain healthy practices and life-styles, which may be totally new to them. Approaches to public health“Thereare three well known approaches to public health.

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Principles of health education 1)Credibility: It is the degree to which message to be communicated as

trustworthy by the receiver.

2) INTEREST: Health educators must find out the real health needs of the people.

3) PARTICIPATION: It is a key word in health education. Participation is based on the active learning; it is better than passive learning.

(4) KNOWN TO UNKNOWN:

5) COMPREHENSION: In health education we must know the level of understanding, education and literacy of people to whom the teaching is directed. always communicate in the language people understand

(6) REINFORCEMENT

(7) MOTIVATION:

(8) LEARNING BY DOING: Learning is an action-process; not a “memorizing”

9) SETTING AN EXAMPLE

(10) GOOD HUMAN RELATIONS

11) LEADERS

12)Communication in health education

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Communication in health education

Education is primarily a matter of communication.

The health educator must know how to communicate with his audience.

The purpose of communication is to transmit information from one person or group of persons to other persons or group with a view to bring about behavioural changes.

The key elements in the communication process are the communicator, the message,audience and channels of message.

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By the end of this lecture you will be able to:

Define Communication

Describe the importance and functions of communication

Describe the contexts and elements of the communication process

Classify the types of communication

Identify the barriers of communications and how to overcome

Discuss how to improve communication

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What is communication?

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Communication, it is a simple enough word.

Why can it be so difficult?

Whether it be in your personal or professional life there are different personality types, moods, and experiences that color every single conversation or interaction you have.

Communication is the process whereby information is imparted by a sender to a receiver via a medium.

There are auditory means, such as speaking, singing and sometimes tone of voice, and nonverbal, physical means, such as body language, sign language, paralanguage, touch, eye contact, by using writing.

This process requires a vast repertoire of skills in intrapersonal and interpersonal processing, listening, observing, speaking, questioning, analyzing, and evaluating. If you use these processes it is developmental and transfers to all areas of life.

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Communication defined as:

The process of transferring, exchanging and conveying meaning, ideas, thoughts, and feelings from one person to another in commonly understandable ways using symbols, signs, writing or behavior and obtaining feedback between a sender and a receiver through a chosen medium with the intent to motivate or influence behavior and achieve subsequent collective action.

It is The art and technique of using words and body language effectively to impart information or ideas.

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Five Basic Levels of Human

Communication

Intrapersonal (encoding and decoding)

Interpersonal

Small Group.

Organizational

Societal

Public communication

Cultural communication

Mass communication

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Benefits of effective communicationImproved patient’s safety

Patients are humans with sensitive needs and poor communication causes a lot of medico-legal and ethical problems.

Ensures good working relationship

Increases satisfaction

Increases understanding

Improves compliance

To decrease the potential for distortion.

• Improved work performance and productivity

• Stronger working relationships

• Increased loyalty and commitment

• Reduced health care costs

• Reduced absenteeism and disability leaves

• Reduced tension and conflict

• More productive use of work time

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Speaker Message Listener

Aristotle’s Model of Communication

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A Model of the Communication Process

.التشويش

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How We Communicate?

Verbal

Vocal

Visual

Importance of body language

Body language can be used to improve skills, and ability in different social and professional interactions.

Reading body language is a valuable key, it gives you more tools to use.

To succeed;

you must be attentive to what silent body gestures you are giving off,

you also need to be aware of the other’s body language.

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Methods of Interpersonal Communication

Face-to-face

Telephone

Group meetings

Formal presentations

Memos

Traditional Mail

Fax machines

Employee publications

Bulletin boards

Audio- and videotapes

Hotlines

E-mail

Computer conferencing

Voice mail

Teleconferences

Videoconferences

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They are means by which the message travels between the source and the receiver;

Regarded also as a mode of coding and decoding so that message can be seen, heard, touched, smelled, and tasted;

They can be in the form of interpersonal (opinion leaders) or mass media (print, broadcast, audio visual).

Channel

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Telephone Lines

Faces

Written Materials

Computers

Examples of Channels

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Criteria of Channel selection

Availability, Cost and Impact

Users’ preference and receivers’ access

Adaptability to the communication purpose and to the message content

Type of recipient and their stage in the adoption process

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The Pyramid of Channel Richness

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Channel Selection

Nonroutine messages concern novel events and have great potential for misunderstanding--Use rich channels

Routine messages convey information managers already agree on and understand--Can use channel low in richness.

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Choosing the most effectivecommunicationtool

The most effective communication tool is one that :

Reaches the identified target audience .

Gets information to the audience when they need it, for as long as they need it .

Can be expected to deliver the message reliably .

Enhances comprehension of the message content .

Can be accessed within resource limitations

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Types of Nonverbal Communication

Voice

quality

Body

placement

Dress and

appearanceMirroring

Facial

expressions

Posture

Handand body gestures

Use of time

Environment

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Nonverbal Communication

Facial Expressions

Eye Movements

Placement and Movements of Hands, Arms, Head, and Legs

Body Posture and Orientation

Proxemics

Variation in Voice Characteristics

Speaking Rate and Pause Duration

Pitch or Frequency

Intensity and Loudness

Face

Posture

Feet Legs

ArmsHands

Head

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Nonverbal Communication

Messages sent through human actions and behavior rather than through words.

Most nonverbal communication is unconscious or subconscious.

Occurs mostly face-to-face.

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Forms of non-verbal communications

Kinesics:

the use of:

gestures

facial expressions

eye movements

body postures

in communicating emotions

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Forms of non-verbal communications

Haptics:

the use of touch in communicating, as in:

a handshake

a pat on the back

an arm around the shoulder

a hug

etc.

Touching

BehaviorTouch can be used to soothe, comfort, and establish rapport and a therapeutic bond

Use touch cautiously with clients who are confused, suspicious, or aggressive, and with clients who have been victims of abuse and understand the cultural significance of touch

Facial expressions

Your face can show many feelings

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Forms of non-verbal communications

Appearance and clothing:

communicating values and expectations through clothing and other dimensions of physical appearance

How important are non-verbal communications?

What percentage of the message

transfer do they account for?

Personal Space

Defined as distance people prefer in interactions with others

Proxemics

Intimate distance frequently used by nurses

Personal distance less overwhelming

Social distance increased eye contact

Out of reach for touch

Public distance

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Communication Rights and responsibilities

RIGHTS

1. You have the right to be treated with respect.

2. You have the right to have and express your own opinions.

3. You have the right to ask for what you need and want in order to be effective.

4. You have the right to set reasonable limits.

RESPONSIBILITIES

1. You have the responsibility to treat

others with respect.

2. You have the responsibility to listen

to the opinions of others.

3. You have the responsibility to

acknowledge and address the

needs of others.

4. You have the responsibility to

respect the limits and boundaries of

others.

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Different styles of communication

Assertive behavior:. Assertiveness shows self-respect, you stand up for your personal rights, protect your self-interests and express your feelings, needs and ideas in a way that is honest and direct.

Passive behavior: When you're passive, you allow others to violate your rights — to walk all over you

Aggressive behavior: disregard the needs, feelings and opinions of others.

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Behaving assertively can help you:

Gain self-confidence and self-esteem

Understand and recognize your feelings

Earn respect from others

Improve communication

Create win-win situations

Improve your decision-making skills

Create honest relationships

Gain more job satisfaction

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Listening

The most important skill required of a good communicator, and often the most challenging to perform well, is first and foremost, be a good listener.

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How can we improve our listening skills?

Eliminate distractions

Concentrate

Focus on the speaker

Maintain an open mind

Look for nonverbal cues

Do not react to emotive words

Ask questions

Sit so you can see & hear

Avoid prejudices

Take notes

Ask for clarification

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Organizational Communication

Formal Communication Channels = flow within the chain of command.

Downward communication

Upward communication

Horizontal communication

Informal communication channels

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CENTRALIZED COMMUNICATION NETWORKS

DECENTRALIZED COMMUNICATION NETWORKS

Y Wheel Chain

Circle All-Channel

or Star

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Communication pitfalls

errors can occur in all stages of the communication process

perceptual and filtering processes create misinterpretations

perception - process of receiving and interpreting information

filtering - process of withholding, ignoring, or distorting information

cannot assume the other person means what you think s/he means or understands the intended meanings

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Communication pitfalls Mixed signals and misperception

Avoid these problems by taking the time to:

ensure that the receiver attends to the message

consider the receiver’s frame of reference and

convey the message from that perceptual viewpoint

take concrete steps to minimize perceptual errors and improper signals

send consistent messages

try to predict people’s interpretations of your

messages and think in terms of how they could misinterpret them

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Communication Skills To Develop Self-Talk (Intrapersonal Communication)

Interpersonal Communication

Listening

Feedback

Persuation

Nonverbal Communication: Body language contains meaning--sometimes more than what is embedded in the words. Yet, few persons pay attention to it.

Public Speaking: It's an important aspect of leadership

Interviewing: learning how to act so one can get a job.

Asking Questions

Take into account culture, context

System of communication

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Effective cross-cultural communication

Barriers to communication

Barriers to communication can be classified as follows on the basis of the stage of the communication process during which the problem/s arise:

1. Sender-oriented barriers (lack of planning , clarity about the purpose of communication, improper choice of word, wrong choice of channel…)

2. Receiver-oriented barriers (poor listening, lack of interest, ..)

3. Channel- oriented barriers ( noise, wrong selection of medium..)

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Miscommunication

Anything that hinders the process of communication at any of these levels is a barrier to communication and is also called miscommunication

Barriers to communication can be defined as the aspects or conditions that interfere with effective exchange of ideas or thoughts.

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Types of Barriers

1. PHYSICAL or Environmental BARRIERS

2. Physiological or biological barriers

3. SEMANTIC OR LANGUAGE BARRIERS

4. PERSONAL BARRIERS

5. EMOTIONAL BARRIERS

6. Socio-Psychological Barriers

7. Cross-Cultural Barriers

8. Physiological or biological barriers

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Barriers in Communication(that have to do with the COMMUNICATOR)

Unwillingness to say things differently

Unwillingness to relate to others differently

Unwillingness to learn new approaches

Lack of Self-Confidence

Lack of Enthusiasm

Voice quality

Prejudice

Barriers in Communication(that have to do with the COMMUNICATOR)

Disagreement between verbal and non-verbal messages

Negative Self Image

Lack of Feedback

Lack of Motivation and Training

Language and Vocabulary Level

Lack of Self Awareness

Barriers in Communication(that have to do with the RECEIVER)

Selective Perception

Unwillingness to Change

Lack of Interest in the Topic/Subject

Prejudice & Belief System

Rebuttal Instincts

Personal Value System

Here-and-Now internal & external factors

PHYSICAL or Environmental BARRIERS

A/ Faulty Organizational Structure

• Large working area

• Closed office doors

• Separate areas for people of different status

• It forbids team member from effective interaction with each other.

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External Barriers in Communication

Environment

The venue

The effect of noise

Temperature in the room

Other People – Status, Education

Time

B/ Noise

• Noise is the first major barrier to communication.

• For example, the noise of the traffic around a school obstructs the smooth flow of information between the teacher and the students.

• Physical noise (outside disturbance)

• Psychological noise (inattentiveness)

• Written noise (bad handwriting/typing)

• Visual noise (late arrival of employees)

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C/Time and Distance

Time differences between two different countries.

Even the people working in different shifts in the same organization.

Improper Time

Defects in Medium of communication

Network Facilities

Mechanical BreakdownsDr. Eman Mahfouz 60

D/ Information Overload

• Piling up of tasks due to improper time management.

• Excess number of people assigned for same task

• Work overload

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F/ Surroundings

• Adverse weather conditions affect not only the means of communication, but also have an impact on the sender and the receiver of the message.

For example: When two people have to communicate with each other under extreme weather conditions.

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2/ Physiological or biological barriers

• Physiological barriers are related to a person’s health and fitness. This may arise due to disabilities of the sender or the receiver.

• For example: poor eyesight, deafness and uncontrolled body movement.

• Physical defects in one’s body may also disrupt communication.

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3/ SEMANTIC OR LANGUAGE BARRIERS

• Semantics is the systematic study of the meaning of words. Thus, the semantic barriers are barriers related to language. Such barriers are problems that arise during the process of encoding and/or decoding the message into words and ideas respectively.

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The most common semantic barriers

a. Misinterpretation of Words For example, the word 'yellow‘

b. Use of Technical Language

c. Ambiguity:

• A sender often assumes that his audience would perceive the situation as he does or have the same opinion about an issue or understand the message as he understands it

• Different Languages

• Misinterpretation of words

• No Clarity in Speech

• Use of technical language

• Not being specific Dr. Eman Mahfouz 65

4/ PERSONAL BARRIERS

• Personal barriers have to do with the age, education, interests and needs or intentions that differ from person to person.

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5/ EMOTIONAL BARRIERS

• Emotional or perceptional barriers are closely associated with personal barriers

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6/Socio-psychological barriers

What is Pyschological barrier? . Psychological barriers can be described as the cause of distorted communication because of human psychology problems.

Status difference

Information overload

In attention

Closed mind

Fields of experience

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Barriers in Communication(that have to do with the COMMUNICATOR)

Unwillingness to say things differently

Unwillingness to relate to others differently

Unwillingness to learn new approaches

Lack of Self-Confidence

Lack of Enthusiasm

Voice quality

Prejudice

Barriers in Communication(that have to do with the COMMUNICATOR)

Disagreement between verbal and non-verbal messages

Negative Self Image

Lack of Feedback

Lack of Motivation and Training

Language and Vocabulary Level

Lack of Self Awareness

Barriers in Communication(that have to do with the RECEIVER)

Selective Perception

Unwillingness to Change

Lack of Interest in the Topic/Subject

Prejudice & Belief System

Rebuttal Instincts

Personal Value System

Here-and-Now internal & external factors

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Barriers to Communication

Interpersonal barriers which include problems with emotions and perceptions held by employees

- Selecting the wrong channel for sending a message

- Semantics

- Sending inconsistent cues between verbal and nonverbal.

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Barriers to Effective Communication

Semantics (different understanding of terminology) or language

Too many words used -- inarticulateness

Personal, cultural, or experiential differences

Physical or emotional distance

Lack of interest or preoccupation

Hostility, hidden agendas, or defensiveness;

Tendency to make false judgments, interpretations, or assumptions.

Lack of Experience, ,Words Jargon or too technical, Vocal Elements Facial Expressions, Mannerisms, Physical and Noise Factors

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Other helpful techniques to foster communication (both verbal and non-verbal)…

Maintain eyecontact

Make encouragingstatements

Nod Your Head

Keep an openbody position

Repeat a sentenceor part of one

Repeat the lastword or two of the

prior speaker

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Written Communications

Written communications are often used in

organizations.

A written record may be useful to the organization

and the supervisor.

A written record is also useful as a follow-up to an

important verbal message.

For example, if you have agreed verbally to a

purchase order, customer request, delivery date, or

disciplinary action, a written message will reaffirm

the agreement.

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TECHNICAL REPORT PREPARATION

Content includes: Cover letter accompanying report Summary or abstract (one concise paragraph at beginning or

end) Title page Introduction: Statement of the problem, background of the

problem, and scope Methods: Sources and procedures for data collection Results: Findings and data summaries, including tables,

charts, and graphs Discussion: Conclusions and recommendations

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In conclusion:

Verbal communication continues to grow as knowledge expands

Preparation is another key element for effective verbal communication (ask others for help)

Remember that the written word is also verbal communication

Knowledge of the rules of presentation is essential

Always consider clarity as highest priority

Listen: very advanced verbal communication is a conversation!

Effective communication

Prepare: Review topic and previous contact

Inquire: Ask questions, stay alert, check

Listen actively: Paraphrase, feed back, listen ‘between the lines’

Evaluate: Draw conclusions, what can you do better, plan for next time

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In summary: Barriers to effective communication are:

Personal attitudes

Language

Time management

Working environment

Ignorance

Human failings (tiredness, stress)

Inconsistency in providing

information

Conclusions of Ways To Overcome Barriers to Communication

For Physical Barriers-

Appropriate Seating Arrangement

Ensure Visibility & Audibility

Environmental Comfort

Minimise Visual/Oral Distractions

For Semantic Barriers-

Use of Simple Language

Symbols & Charts

Active Listening/ Constructive feedback.

For Socio-Psychological Barriers-

Calling Attention & Motivation

Assistance & Sympathy For Cross Cultural Barriers-

Understanding of Traditions & Customs

Information of all Sides of Culture

For Organisational Barriers-

Simple Organisational Structure

Avoiding Information Overload

Flexibility in Meeting TargetsDr. Eman Mahfouz 80

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Improvement tips

Avoid Barriers to Communication.

Send Understandable Messages: Effective communication.

Actively Listen.

Utilize Non-verbal Signals.

Give and Solicit Meaningful Feedback.

Adapt to Diversity of Communication Styles…

try multiple channels