In this section you will learn about:
There are also two activities for you to try:
The process of communication is not as straightforward as you might think. While we might usually communicate well, we have all probably experienced times when we have found it difficult to say what we mean. And we have also probably experienced times when we feel that what we have said has been misunderstood.
To understand how this can happen, it is useful to think of the communication process as divided into the following elements.
sender - who is conveying the message.
message - what is being said.
receiver - to whom it is being said.
feedback - how the message is received.
medium - how the message is being sent.
context - the situation or setting within which the communication takes place.
noise - what interferes with the transmission of the message.
code - the set of rules used to convey a message (can be words, pictures, sounds, symbols).
To send the message, the sender codes their thoughts. For example, if the message is verbal, the medium is language. The sender codes their message using grammar and other rules of language. If the receiver knows the same code and is familiar with the medium, they will be able to decode the message and communication will often flow well. Usually this process involves giving feedback such as asking questions to clarify the meaning of the message.
Many things can affect the way a message is sent and received. It depends on the circumstances of the sender and receiver at the time - their family, social and cultural background. People from different cultural backgrounds often have difficulties communicating because they have learnt to communicate in different ways. Using a loud voice and lots of hand gestures in one country, for example, may mean that you are interested and excited about something. Someone from another country, however, might think that this is rude or feel threatened.
It also depends on what is happening around them at the time. For example, there might be loud machinery in the background or something else that they are thinking about which takes their mind off the subject.
For example, in a typical workplace you might need to send an email. The communication process can be demonstrated as follows:
Context: You reply to a colleague’s email requesting your presence at a meeting.
In the above example, the message was sent and received without any problem. However, there might be some kind of noise that prevents the flow of communication between the sender and the receiver. In this case it could be technical noise - the computer crashes. It could be the sound of machinery in the background. Or it could be thoughts which pre-occupy the sender or receiver.
Thinking about communication as a process will help you become a better communication.
Not only are there different parts to the communication process there are also different types of communication.
Communication can be divided into three types:
Written communication is an important part of communication in a health care setting. It can be done using many different mediums, such as - emails, letters, forms, reports, memos, instruction manuals and signs.
What ever type of written communication you use it is best to know how to use it and to think about who is receiving it.
Many organisations offer training to help you improve written communication skills and it is worthwhile asking about it.
Verbal communication is spoken communication. It may be done by speaking with someone face-to-face, over the telephone or on the radio.
In a health care setting spoken communication is used mostly to:
You are communicating well when you:
Feedback is an important part of communicating well because it shows that you are listening. It can be verbal - saying ‘yes’, ‘mmm’, ‘OK’. And it can be non-verbal - nodding your head, using direct eye contact.
It’s not just what you say, it’s also how you say it!
Non-verbal communication is communication that happens without language. Most communication between people is transmitted non-verbally. It can be the gestures and facial expressions or other kinds of body language used. It can also be the way we use our voice - speaking clearly, softly, loudly.
Non-verbal communication is an important part of the communication process because it can tell you a lot about a person’s attitude. If someone is staring out the window when you are telling them something important it usually means that they are not very interested.
Common examples of non-verbal communication are:
This is perhaps the most common form of non-verbal communication. A smile, frown, raised eyebrows, yawn and sneer all convey information.
Your facial expression continually changes as you are communicating. The receiver interprets these changes and in turn you interpret their changes of expression.
This can express emotion and let you know when to talk or finish. Looking people directly in the eye usually shows that you are interested in what they are saying. However, too much staring may make someone uncomfortable. And in come cultures direct eye contact can only be used between certain people.
Many people often use hand movements when talking. Different cultures often have very different meanings for the same gesture so it is important to be aware of the gestures you are using with people you do not know very well.
Shaking hands, touching, holding, embracing, pushing or patting on the back all convey messages. Different cultures use physical contact quite differently. Being careful about how you use physical contact in your job will help you to become a good communicator.
The distance one person stands from another is also non-verbal communication. If you stand too close to someone during a conversation, you can make them feel threatened and uncomfortable.
The way you sit or stand can affect the flow of communication. If you are sitting slouched in a chair people will assume that you are not interested. Sitting upright or leaning forward slightly will let people know that you are paying attention and are interested in their message.
Now that you know about the different types of communication try this activity.
Look at the different types of communication listed below. Decide if they are written, verbal or non-verbal and drag them to the appropriate category.
There are times when communication can break down, often due to communication barriers. Barriers to communication can happen when sending and when receiving a message. In a health care setting, barriers can include:
The quality of the message may present a barrier to communication. The message itself may not be clear because:
Additional barriers to the quality of verbal messages can include:
Additional barriers to the quality of non-verbal messages can include:
Additional barriers to the quality of written messages can include:
Background noise can be a barrier to communication. It can include:
Time can be a barrier to communication in several ways. Some examples are:
There will be times when there is conflict between colleagues, and with clients. The reasons are varied, and can include:
At times like these, emotions can run high and it can be difficult to keep focused or listen carefully. Communication breakdown can occur and finding a useful resolution becomes difficult.
Different cultures have different ways of approaching communication. Some people from other cultures can be more abrupt, particularly if they are expecting a service or when emotions are high. This does not mean that they are angry, or have a problem. It simple means that they have a different way of expressing themselves.
If you would like to find out more about conflict, go to the Healthy Outlooks Magazine where you can read about what conflict is and how to deal with it.
Being able to identify communication barriers will help you improve your communication skills.
For each situation decide what the communication barrier is. Select the correct answer to move to the next situation.
Would you say that you are a good communicator? Check whether you do any of the following:
So you see, good communicators are great listeners, make others feel important and think carefully about their verbal, non-verbal and written communication skills. All of these elements will help you in all aspects of your work in a health care setting.
