Communication presentation by heena

NURSING MANAGEMENT• PRESENTED BY • MRS HEENA MEHTA • S.Y.M.SC NURSING

* IVALUATED BY * MRS VASUDHAMADAM I/C PRINCIPAL J G NURSING COLLEGE

INTRODUCTION• The word communication is derived from the latin

word communi, meaning “common”,”shared”. It is belongs to the family of words that includes communion,communism and community. Nurse Managers are required to be aware of the techniques that can help them ensure effective management of educational/service unit. Communication is one of the most important activities in the nursing management. It is the foundation upon which the manager achieves organizational objectives.

MEANING

• Communication is a process of change. In order to achieve the desired result, the communication necessarily is effective and purposive.

DEFINITION• A processing messages,ideas,facts,opinions,attitudes, information and understanding, from

one person to another.• Communication is the process of expressing

ideas and feelings or giving information to people.

• As a sending receiving process for channeling messages between individuals in person-to –person relationships.

IMPORTANT•Promotes motivation:• Source of information:•Altering individual‟s attitudes•Helps in socializing:•Controlling process:

ELEMENTS• There are seven elements of communication:• Source idea• Message • Encoding • Channel • Receiver• Decoding AND• Feedback

CHARACTERISTICS OF COMMUNICATION:

• Clarity:• Aim or Goal:• Precision:• Avoid Repeatability, unless required so.• Linkage :• Globalization and Localization:• Style of Expressing:• Know and Analyze the audiences.• Do a good Homewor• Dress properly:

Process of Communication

SourceSource EncodingEncoding ChannelChannel DecodingDecoding ReceiverReceiver

Feedback

Context

Msg Msg Msg Msg

PRINCIPLES OF COMMUNICATION:• Communication should be conviction.• Communication should be appropriate to situation.• Communication should have objective and purposes.• Communication should promote total achievement of

purposes.• Communication should represent the personality and

individuality of the communication.• Communication involves special preparation.• Communication should be oriented to the interest and

needs of the receiver.• Communication through personal contact.• Communication should seek attention.• Communication should be familiar.•

TECHNIQUES TO IMPROVE THE COMMUNICATION:

• Listening• Broad openings• Restating• Clarification• Reflection• Focusing• Sharing perceptions• Silence• Humor• Informing• Suggesting

Deepti Singh

Most Common Ways to Communicate

Speaking

Writing

Visual Image

Body Language

Deepti Singh

Types of Communication On the basis of organization relationship Formal Informal On the basis of Flow Vertical Crosswise/Diagonal Horizontal On the basis of Expression Oral Written Gesture

TYPES Communication

On the basis of relationship on the basis of flow on the basis of expression

Formal informal vertical horizontal verbal non verbal Downward upward oral written.

ONE-WAY V/S TWO WAY COMMUNICATION:

• One-way communication:• The flow of communication is one way from the communicator to the

audience. Example receive method.• Drawbacks are: • Knowledge is imposed.• Learning is authoritative.• Little audience participation.• No feedback.• Does not influence human behavior. • Two way communication: • In this both the communicators and the audience take place. The

process of communication is active and democratic. It is more likely to influence behavior than one way communication.

•

Communication Languages

Verbal Language

• Like: Arabic, English, French,…ect• Verbal Language Skills:1. Listening.2. Speaking.2. Reading.3. Writing.

NON-VERBAL COMMUNICATION

Nonverbal Communication inOrganizations

Major areas of nonverbal behaviors are:

• Eye contact

• Facial expressions

• Gestures

• Posture and body orientation

• Proximity

• Para linguistics

EYE CONTACT• Direct eye-contact conveys interest,

warmth, credibility and concern.

• Shifty eyes suggest dishonesty.

• Downward gaze may be a sign of submissiveness or inferiority.

FACIAL EXPRESSIONS

GESTURES

•Recognizing attitudes conveyed through Body Language•Right postures to adopt at the Work Place and postures to avoid•Pick up non-verbal signals from a customers body language•Facial expressions can enhance or detract verbal communication•Setting standards of Body Language to drive Customer Delight at the Public Office

Avoid these hand gestures

Use these hand gestures

POSTURE AND BODY ORIENTATION

PROXIMITY

Proximity is the distance people maintain between themselves while talking.

PARALINGUISTICSComponents of Para linguistics are:

• Rate of speed- When a speaker speaks too fast, he is seen as more competent.

• Pitch-Pitch should be changed in accordance with the context of spoken words.

PARALINGUISTICS• Volume- It refers to loudly we speak.Loud

people are perceived as aggressive or over-bearing. Soft-spoken voices are perceived as timid or polite.

• Fillers- Words like “umhh” “ah””aaa” are used to gather thoughts.

FORMAL V/S INFORMAL COMMUNICATION:

• Formal communication

It is officially organized channels of communication and it is delayed communication. It is generally used for all practices purposes

• Informal network: • Gossip circles such as friends internet group, like

minded people and casual groups. Communication is very faster here. The informal channels may be more active. It follows grapewine route.

MECHANICAL COMMUNICATION

• By using mechanical devices the communication will be sent. For e.g. internet, radio, T.V. etc.

ADVANTAGES OF COMMUNICATION: • Oral communication:• It is face to face system and hence can be clarified.• There is an opportunity to ask questions, exchange ideas and

clarify meaning.• It can develop a friendly and co-operative spirit.• It is easy and quick.• It is flexible and hence effective. • Written communication: • It has permanent record for future reference.• It is less likely to be misunderstood.• It will have adequate coverage and accuracy.• Suitable for communicating lengthy messages.• It is an authoritative communication

DISADVANTAGES OF COMMUNICATION• Oral communication:• The spoken words may be misunderstood.• The facial expression and tone of voice of the communicator may

misled the receiver.• Not suitable for lengthy communication.• It requires the art of effective specificity• It has no record for future reference. • Written communication: • It requires skill and education for understanding.• It is also one way communication and hence may not be effective.• There is no opportunity for the subordinates to ask questions and

exchange ideas.• It may not communicate all aspects.

STRATEGIES OF COMMUNICATION• Think before you speak:• Listening:• Questioning:• Using Discretion:• Directing

Interpersonal Communication

Skills and Best Practices: Advice to Improve Nonverbal Communication Skills

• Maintain eye contact.

• Nod your head to convey that you are listening or that you agree.

• Smile and show interest.

• Lean forward to show the speaker you are interested.

• Use a tone of voice that matches your message

Positive Nonverbal Actions Include:

Advice to Improve Nonverbal Communication Skills (cont)

• Avoiding eye contact and looking away from the speaker.

• Closing your eyes or tensing your facial muscles.

• Excessive yawning.

• Using body language that conveys indecisiveness or lack of confidence (e.g., slumped shoulders, head down, flat tones, inaudible voice)

• Speaking too fast or too slow.

Negative Nonverbal Actions Include:

CHANNELS OF MANAGERIAL COMMUNICATION

• There are four levels of managerial communication:

• Downward communication. • Upward communication.• Lateral communication.• Diagonal communication.

Barriers that Affect Co-Worker Communication

Sender ReceiverMessage

Types of Barriers

• Semantic Barriers• Emotional or Psychological Barriers• Physical Barriers• Organizational Barriers• Personal Barriers• Socio Psychological Barriers

Semantic barriers.

• Different language• Words• Pictures• Actions• Poor vocabulary

Emotional or psychological barriers.

• Loss in transmission and retention

• Distrust of communicator

• Failure to communicate• Undue reliance on

written words• Inattention of the

receiver

Physical barriers.

• Noise• Improper time• Distance

Organizational barriers

• Organizational policy• Organizational rules and

regulations• Status relationship in

organization• Structure of the

organization• Lack of organizational

facilities • Wrong choice of channel

Personal barriers

• Barriers in superiors• Attitude of superiors• Fear of challenge to

authority• Underestimation of

their subordinates• Ignoring the junior• Insistence on following

proper channel

• Barriers regarding subordinates

• Unwillingness to communicate

• Lack of proper incentive • Poor listening.• Egotism• Emotions• Selective perception

Socio psychological barriers.

• Attitude and opinions• Closed mind• Status- consciousness

BERRIERS RELATEDD TO THE ELEMENTS OF COMMUNICATION

• SENDER-• • ECORDING MESSAGE• • TRANSMISSION• • RECEPTION AND DECODING• • RECEIVER•

THEORIES OF COMMUNICATION: • Related to management:• The decibal theory• The sell theory• The minimet theory • The decibal theory: • It argues that the best way to get the message across is to state one‘s point loudly and frequently. its

effectiveness over a period of time is nil, but many of us still need to be reminded that shouting only makes poor communication louder.

• • The sell theory: • It lays down that the total burden of communication is on the communicator while the receiver is

passive and pliable. One of the problem created by this approach is that it tends to increase the barriers between the individuals and thus reduces the chances of hearing each other.

• The minimet theory: • It assumes that the receiver probably is not much interested in what is being communicated. By

telling an individual what he needs to know, he will have little to object and little to question.

PUBLIC RELATION

INTRODUCTION: • Public relation is an essential and integrated

component of public policy or service. The professional public relation activity will ensure the benefit to the citizens, for whom the policies or services are meant for. An effective public relations can create and build up the image of an individual or an organization or a nation. At the time of adverse publicity or when the organization is under crisis an effective public relations can remove the "misunderstanding" and can create mutual understanding between the organization and the public.

OBJECTIVES:• On completion of the seminar the participant will be

able to:• Explain public relation concept and its importance • Explain the importance of organizational image.• Develop public relation programmes in the hospital.• Explain about the methods of maintaining public

relation in the community.• Tell about the public relation in an educational

institution.• Understand the role of dean in public relation.

TERMINOLOGIES:• (1) Fortitude: Happening by chance.• (2) Composite: Made up of different part or

material.• (3) Humility: Quality of being humble• (4) Persuasive: Able to give good reason for

doing something.

DEFINITION OF PUBLIC RELATION• ―Public relation are knowing what the public expects and

explaining how administration is meeting these desires….‖. - John Millet

• ―Public relation in Government is the composit of all the

primary and secondary contacts between the bureaucracy and citizens and all the interactions of influences and attitudes established in these contracts‖. - J.L MeCamy,

• ―Public relation means the development of cordial, equitable and therefore mutually profitable relations between a business industry organization and the public it serves‖.

- W.T. Parry‘ • ―Public relations are the process whereby an

organization analyses the needs and desires of allinterested parties in order to conduct itself more

responsively towards them‖. - Rex Harlow,

NEED OF PUBLIC RELATION:• There is normally four distinct reasons for ever

increasing necessity of public relations: • (1) Increased governmental activities.• (2) Population explosion creating communication

problems.• (3) Increased educational standards resulting in rise

in expectations.• (4) Progress in communication techniques.

• Well-executed public relations will• Increase visibility for the hospital, employees, programs

and services.• Position the hospital as a health care leader and

authority within the community or region.• Expand awareness of the hospital‘s entire range of

programs and services.• Enhance the hospital‘s image.• Aid in recruitment and retention of employees.• Support efforts to raise funds for new programs and

services or assist with the passage of levies and bonds.• Act as a foundation when negative news about the

hospital occurs.• Boost employee morale.

Functions of public relation:• Public Relation is establishing the relationship

among the two groups• (organization and public).• Art or Science of developing reciprocal

understanding and goodwill.• It analyses the public perception & attitude,

identifies the organization policy with public interest and then executes the programmes for communication with the public.

ELEMENTS OF PUBLIC RELATIONS:• A planned effort or management function.• The relationship between an organization and its publics.

Evaluation of public attitudes and opinions.• An organization‘s policies, procedures and actions as they

relate to said organization‘s• publics.• Steps taken to ensure that said policies, procedures and

actions are in the public interest and socially responsible.• Execution of an action and or communication programme.• Development of rapport, goodwill, understanding and

acceptance as the chief end result sought by public relations activities.

•

Public Relations (PR)• PR - marketing and corporateMarketing Public

Relations (MPR) programmes create impact in many ways:

• Generate Excitement in Market Before Advertising Campaign

• Introducing a New Product• Advertising Itself Becomes the News• Influence the Opinion Leaders• Defend Adverse Product Consequences and

Convince Consumers• Build the Company Image and Create

Favorable Brand Opinion

• Marketing PR:• Long-term strategic image building, developing

credibility, raising the organisation’s profile, and enhancing other marketing activities.

• Corporate PR: • Long-term relationship building strategy with

various publics.• Short-term tactical response to an unforeseen

crisisWell-planned public relations offer some major advantages that include:

• Can be very effective in new product launch. • It is a highly targeted way of reaching the

desired audience.• It is far more cost effective than advertising. • It gets endorsements from independent,

objective third party having no association with the product or company.

• It is viewed as highly credible.• It breaks through advertising clutter.• It supports advertising campaigns.• It bypasses consumer resistance to company

sales efforts.• It helps image building.• It can generate immediate inquiries about new

products.

• Publicity versus advertising• Advantages of publicity over advertising:• Credibility - advertising is paid for whilst publicity is

seen as free.• Reach - PR can achieve an incredible level of reach.• Excitement - Publicity is about news and can

generate its own excitement.• Disadvantage of publicity over advertising:• Managing Public Relations • Four steps for planning a public relations

programme: – Identify and define public relations problem, – Develop a plan and programme, – Implement the programme, and – Evaluate the programme effectiveness.

• The target audiences may be internal or external.

Internal Audiences External Audiences

Employees. Channel members.

Unions. Customers.

Shareholders. Media.

Financial Institutions.

Special-interest groups.

Government.

Local community.

• Setting Objectives• Marketing Public Relations (MPR) can serve to accomplish a variety

of promotional objectives. Some of them are:• Build Excitement Prior to Product Introduction.• Build Strong Consumer Awareness and Launch Product.• Influence Opinion Leaders.• Build Company and Brand Image.• Counter Negative Publicity.• Programme Implementation• After conducting research, identifying target audience, and setting

objectives, programmes are developed and delivered to audiences to accomplish the objectives.

• Press release and press conferences • Personal interviews• Event sponsorship• Community involvement • Corporate advertising

• Public Relations Ideas for College/Schools or• Educational Institute.• Newsletters –often mailed to parents on college

expense• News Tips Sheets –brief (who, what, when, where)• Visit local newspaper offices – meet reporters• Publicize teacher in-service – ex. School Diary,

Magazine, ect. • Breakfast with parents• Pre-registration counseling with students & parents • Student recognition – award, bulletin boards,

newspapers, etc.• Adopt a student• Open House –have students and parents present

• Evening Meals –business and professional leaders• Parent conferences• Performing student groups• Computerized assignment system• Shadow a student• Letters to parents –honor rolls• Publish Honor Rolls in newspapers• Good conduct awards • Good news cards –hand out to parents at evening meeting• Booster club meetings after in house games• Grandparent’/Senior Citizens Day• Flowers to mothers on mother’s day• Awards assemblies• Citizenship and Good Deeds day• Announce student birthdays over morning intercom• School/College picnic –invite parents in for special activities• Students seen doing something good.• Mini-college for parents –entire day follows the schedule of their son/daughter.• Senior citizen Thanksgiving dinner.• Positive phone calls from teachers

• Career day• College page in local newspaper• College web page• Give out school email addresses to parents• Web-based grading and homework sites.• Parent-Advisory Committee• Joining community organizations (Rotary club etc.)• Speaking at community meetings (Homeowner’s

Association meetings)• College-based enterprises• After-college day care• Opening the building after hours for community use

(scout meetings, computer lab use, library use)•

• Effective PR & Marketing means building relationships

• It is better to have many people involved in your PR plan, understanding that efficiency may suffer some, than to have one person do everything perfectly

• If your PR & Marketing program isn’t tied to your organization’s critical issues, you are going about it the wrong way

• The best way to kill a bad ideas is to advertise it

•HAVE ANY QUESTION ABOUT THIS TOPIC?

•SUMMARY •CONCLUSION

BIBLIOGRAPHY

THANK YOU HAVE A NICE DAY