Prepared by / Mofida AL-barrak

1. Prepared by /Mofida AL-barrak ALbarrak 2013

2. Objectives By the end of this lecturer the trainer will be able to: • Define communication • Explain the communication process. • Discuss goalsof communication. • List types of communication. ALbarrak 2013

3. 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

4. Out lines • Communication. • Communication process. • Goalscommunication. • Qualities of a Good communicator. • Types of communication • Factors effecting communication process. • Communication skills & techniques. • Characteristics of successful communication. • Barriers of communication. • communication style. ALbarrak 2013

5. DefiniteCommunication Is the art of transferring or exchanging information ideas or thoughts easily & correctly through verbal or non-verbal language. ALbarrak 2013

6. Communication process AL-barrak 2013

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

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

10. التواصل غير اللفظي ينقل الاهتمام والدفء الدعم، والألفة، والموافقة، والحماية، الطمأنينة والاهتمام والتشجيع 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

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

12. 2. kinesicsbody languages& facial movement AL-barrak 2008

13. 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

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16. 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

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18. 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

19. 4. Proximity : (the distance between the sender and the receiver )Two types of distance1-Social distance 2-professional distance “Personal space 75 cm to 100 cm” ALbarrak 2013

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21. Q. What is the most reliable type dependent on nonverbal communication or verbal communication? ALbarrak 2013

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23. Tools for effective communication Communication skills effectives of verbal & non-verbal communication • Active listening • Questioning • Use of simple language • Reflecting feelings • Paraphrasing • Silence AL-barrak 2008

24. Characteristics of a successful communication Dependent upon the presence of 4 characteristics: • Honesty • Appropriateness • Efficiency • flexibility • Feed back • أمانة • ملاءمة • كفاءة • مرونة • تغذية راجعة ALbarrak 2013

25. Goals of therapeutic communication : • Establishing a therapeutic provider-client 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. • إقامة علاقة مزود العميل العلاجية. • تحديد الشواغل ومشكلة العميل. • تقييم التصور العميل للمشكلة. • تعترف احتياجات العميل. • توجيه العميل نحو حل مرضية ومقبولة اجتماعيا.

26. Therapeutic communication ALbarrak 2013

27. Types of Communication Techniques ALbarrak 2013

28. 1-Talking Techniques • Questioning and general leads. • Make broad opening statements. • Paraphrase , reward or summarize what has been said. • Reflect feelings. • Re-state or repeat the client’s statement. • Clarify. • Focus and re-focus. • استجواب ويؤدي العامة. •      جعل البيانات الافتتاحية واسع. •        أعادة الصياغة، مكافأة أو تلخيص ما قيل. •        تعكس المشاعر. •        بيان للعميل إعادة الدولة أو تكرار. •        توضيح. •        التركيز على ALbarrak 2013

29. Make broad opening statement ALbarrak 2013

30. Re-state or repeat the client statement ALbarrak 2013

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

32. 2.Non talking techniques • Active listening • Feedback. • Silence ALbarrak 2013

33. Active listening • Focus • Reflect • Use facial expressions that show interest • Use encouraging gestures such as nodding head • Acceptance • تركز • تعكس • استخدام تعابير الوجه التي تظهر الفائدة • استخدام إيماءات مشجعة مثل الايماء رئيس • قبول ALbarrak 2013

34. Feed back. • Silence ALbarrak 2013

35. Meaning of Space ALbarrak 2013

36. Blocks to communication. * Giving advice. * Changing the subject. * Giving false reassurance. * Value judgement. * Being incongruent. * Jumping to conclusions. * Long periods of silence. • تقديم المشورة. • تغيير الموضوع. • مطمئنا كاذبة. • حكم على القيمة. • كونها تتعارض. • القفز الى استنتاجات. • فترات طويلة من الصمت. ALbarrak 2013

37. Communication Style Good communication skills require a high level of self-awareness. Understanding your personal style of communicating will go a long way toward helping you to create good and lasting impressions on others. By becoming more aware of how others perceive you, you can adapt more readily to their styles of communicating. تتطلب مهارات التواصل الجيد على مستوى عال من الوعي الذاتي. وفهم نمط الشخصية الخاصة بك للاتصال تقطع شوطا طويلا نحو مساعدة لك لخلق انطباعات جيدة ودائمة على الآخرين. قبل أن تصبح أكثر وعيا كيف يرى الآخرون لك، يمكنك التكيف بسهولة أكبر إلى أساليبهم في التواصل. ALbarrak 2013

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39. Communication style ALbarrak 2013

40. 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

41. Reference • Best practices to Effectively Communicate with the Project Stakeholders - Retrieved June 9th, 2012 • Robbins, S., Judge, T., Millett, B., & Boyle, M. (2011). Organisational Behaviour. 6th ed. Pearson, French's Forest, NSW p315-317. • Roper, Greg. "Managing Employee Relations: Develop interpersonal communications and conflict-management skills to better manage employee relations." HRMagazine. May 2005. ALbarrak 2013

42. Thank you for your attention ALbarrak 2013