COMMUNICATION

PROCESS
OBJECTIVES
Promote health prevent illness of individuals family
and community by applying the principals of effective
communication in matters relating to health.
definition
It means trying to establish commonness with
someone .its a means of trying to establish a common
understanding.
Purpose of communication
Its important in whatever one endeavors to undertake
Orders or directive from health workers as well as
those from high ranking official are not transmitted
without communication.
Communication tries to establish a common
understanding thus its useful in motivating people to
act change adopt and achieve desired results.
Methods of communication
Verbal-its communication through which spoken
word is used.
Non-verbal-over 60% of communication is non-verbal.
It involves gestures, nodding ,body movement ,hair
styles, dressing code.
Components/elements of communication
process
Sender-message-channel-receiver-feedback-outcome
Characteristic of the sender
The first stage of any communication I s
performed by the sender of communication.
The sender may be a person writing, speaking,
gesturing etc
It may be a group of persons or communication
organization such as newspaper.
The sender illustrates the communication action.
the sender must know his audience. He should
tune his message to his audience .The sender must
have a clear knowledge of his message.
message
This is the second stage in communication. the
message must be expressed in a language which is
understood by both the sender and the audience so as
to achieve commonness.
It may be the language used in day to day conversation
or in a highly technical language or the sciences or art
channel
The channel makes the message perceptible
through five senses.
These are ways of presenting messages so that
they can be seen through ;-printed and visual
forms
be heard through audio media
be seen and heard through the films ,television
field demonstrations and other audio visual aids
they can be touched smelt and tasted through
models exhibits spacemen's and other
experiments
receiver
He is also known as the audience ,decoder or
communicatee.
The audience may be made of only one individual a
group of people, crowd or members of an organization
The receiver must not have no doubt, biases or
prejudices of the sender and his message but he must
have an open mind.
feedback
For effective communication to occur a feedback is
important. this is the response from the receiver after
he/she has perceived and interpreted the message.
the meaning of the message is with the receiver.
Communication process
In communication process the sender must decide
message into an intelligible perceptible form and
language
He must choose proper channel secondly the
receiver must be prepared to receive the message
and the sender initiate the communication process
.
Successful communication must be a two way
process and the receiver should co-operate by
listening and responding.
In the process commonness is established
Goals of communication
Act
To change
To adopt
To achieve
The difference between one way and two way
communication.
One way Two way
1.Sender dominates 1,The two people fully
communication participate in the
communication process
2.There is no feedback 2.There is feedback
3.Evaluation is not 3.Evaluation is possible
possible
4.If message not clear 4,clarification is possible
one is not able to make
a clarification
Cont……………..
5.Its less effective 5.Its effective

6.People may not 6.Commonness achieved.

achieve commonness 7. There may be face to
7.The channels used face communication e.g.;
include printed telephone use and
information exchange of letters etc.
gemsboks ,newspapers,
radio and even TV.
Communication Barriers
Age
Social economic
Language
Attitude for the sender or receiver
Competition for attention
Political status
Competition for attention
Attitudes

Non-listener
Know it all
The negative personality
The impatient type
How to overcome barriers in general
 First you know your audience. The people you are communicating to would like
to act,think,feel,understand and adopt the things you want them to do.
 Every audience is unique
 Know the audience background
 Study the audience thoroughly and use a language that anyone will understand.
 The audience must remove his own barriers
 Establish complete knowledge of the subject
 Establish good relationship with the audience.
 Make good qualitative and quantitative assessment of the audience so as to
choose the right channel of communication.
 One can use a combination of media during presentation but these should be
used on the right way.
 Its quite important to use visual aids because psychologist tell us that we learn
11% through hearing,83% through sight. we retain 20% of what we hear and we
retain 50% of what we see and hear.
Modes of communication
a) Intrapersonal communication
Can be defined as communication with one’s self

It may include:

a) self-talk

b) acts of imagination

c) visualization,

d) even recall and memory

During intrapersonal communication all the interaction of

the basic component of communication process occurs

within the individual
 i.e., source, receiver, message, channel, feedback,

environment, context, and noise

In intrapersonal communication, we communicate
with ourselves.
b) Interpersonal Mode
 Two-way communication between individuals using
receptive skills (listening and reading) and productive
skills (speaking and writing). 
 The Interpersonal Mode is characterized by active
negotiation of meaning among individuals.
 Participants observe and monitor one another to see how
their meaning and intentions are being communicated.
 Adjustments and clarifications can be made accordingly.

 As a result, there is a higher probability of achieving the

goal of successful communication in this mode than in the
other two modes.
 The interpersonal mode is most obvious in conversation
ctn
However, both the interpersonal & negotiated dimensions
can be realized through reading & writing, such as the
exchange of personal letters or of electronic mail (e-mail)
messages
ctn
C) Mass Communication

 It is a process of transmitting message to a large number

of scattered audiences.
 Through mass communication, information can be
transmitted quickly to a large number of people who
generally stay far away from the sources of information.
 Mass communication is done through radio, television,
newspaper, magazine, leaflets etc.
ctn
Therefore Mass communication is a process of sending a
message, thought and attitude through some media at a
time to a large number of heterogeneous audiences
ctn
Mass communication must contains at least following five things:

a) Large audience

b) Similar audience exists

c) Some form of message reproduction

d) Quick distribution of message

e) Low unit cost to the customers.

f) The Flow Of Mass Communication

Types/kinds of communication
Kinds/ Types Of Communication
Verbal Communication
Verbal communication can also be called as Oral
communication.
In very simple terms, any communication that happens
orally between people is known as verbal communication.
 The objective of such communications is to ensure that
people understand whatever you want to convey.
 Because of its very nature, verbal communications is more
quick and precise then email communication
Normally, a verbal communication takes place in real

time.
 In the era of messaging people still prefer personal
meetings or phone calls (skype calls) because they are
effective and convenient
 The higher up an organization you go, the better should be
the verbal skills that you have.
 It is because you need to ensure speech is precise and does
not leave any scope for any misunderstanding.
 An M.D may be giving a television interview which is
being watched by stakeholders
 Their speech and verbal communication need to be precise
so that they are not misunderstood.
 Even in tough times, the verbal communication skills of
these leaders play a major part in consoling the crowd.
 i.e Nelson Mandela, Mahatma Gandhi
b)Written Communications

b)Written Communications
In contrast to verbal communications, written business
communications are printed messages.
Examples of written communications include memos, proposals,
e-mails, letters, training manuals, and operating policies.
They may be printed on paper, handwritten, or appear on the
screen.
b)Written Communications

 Written communication, by contrast, can be constructed

over a longer period of time.
 Written communication is often asynchronous (occurring
at different times).
 That is, the Sender can write a Message that the Receiver

can read at any time, unlike a conversation that is carried

on in real time
b)Written Communications

 A written communication can also be read by many

people (such as all employees in a department or all
customers).
 It’s a “one-to-many” communication, as opposed to a one-
to-one verbal conversation.
 There are exceptions, of course: a voicemail is an oral
Message that is asynchronous
b)Written Communications
Non-verbal communication
) Non-verbal communication
What you say is a vital part of any communication.

But what you don’t say can be even more important

Research also shows that 55% of in-person

communication comes from nonverbal cues like facial
expressions, body stance, and tone of voice
According to one study, only 7% of a Receiver’s
comprehension of a Message is based on the Sender’s
actual words; 38% is based on paralanguage (the tone,
pace, and volume of speech), and 55% is based on
nonverbal cues (body language) (Mehrabian, 1981).
Research shows that nonverbal cues can also affect whether you

get a job offer.

Judges examining videotapes of actual applicants were able to

assess the social skills of job candidates with the sound turned off.
They watched the rate of gesturing, time spent talking, &formality

of dress to determine which candidates would be the most

successful
According to one study, only 7% of a Receiver’s
comprehension of a Message is based on the Sender’s
actual words; 38% is based on paralanguage (the tone,
pace, and volume of speech), and 55% is based on
nonverbal cues (body language) (Mehrabian, 1981).
Research shows that nonverbal cues can also affect whether you

get a job offer.

Judges examining videotapes of actual applicants were able to

assess the social skills of job candidates with the sound turned off.
They watched the rate of gesturing, time spent talking, &formality

of dress to determine which candidates would be the most

successful
 For this reason, it is important to consider how we appear
in business as well as what we say.
 The muscles of our faces convey our emotions.

 We can send a silent message without saying a word.

 change in expression can change emotional state

Before an interview, for example, if we focus on feeling

confident, our face will convey that confidence to an interviewer.

 Adopting a smile (even if we’re feeling stressed) can reduce the

body’s stress levels.

To be effective communicators, we need to align our body

language, appearance, and tone with the words we’re trying to

convey
 Elements of Non-Verbal Communication

 “It’s not what you say, it’s how you say it”

 This saying is given new meaning when you think about

it in terms of body language.
 In addition to words spoken, you need to be aware of
seven key things that convey messages
1) Facial Expressions. 

 Facial expressions are universal across all cultures and

nationalities.
 They express emotions: happiness, sadness, anger,
surprise, fear &disgust to name a few.
 You do not have to understand the verbal language to
understand the non-verbal expressions.
Body Movements and Posture
Your stance, posture, the way you walk, even subtleties such
as the way you hold your head all convey an unspoken message.

3) Gestures
We wave, point, beckon, and use our hands when we are
arguing or speaking animatedly
we express ourselves with gestures often without thinking.
 However, the meaning of gestures can be very different
across cultures and regions
 so it is important to be careful to avoid misinterpretation.

4)Eye Contact. 
 Eye contact is an important form of nonverbal
communication
 The way you look at someone communicates interest,
affection, hostility, or attraction.
 Eye contact is also important in maintaining the flow of
conversation and for gauging the other person’s response.
5)Touch. 
Touch is another important part of nonverbal com.

Think about what the following conveys:

 a firm handshake

 a timid tap on the shoulder

 a warm bear hug,

 a reassuring pat on the back

 a patronizing pat on the head

 a controlling grip on your arm.

Space. 
We all have a need for physical space

That need differs depending on the culture, the situation,

and the closeness of the relationship.
You can use physical space to communicate many different
nonverbal messages, including signals of intimacy,
aggression, dominance, or affection.
7) Voice. 
Nonverbal speech such as tone, pitch, volume, inflection,
rhythm, and rate are important communication elements.
When we speak, other people “read” our voices in addition
to listening to our words.
 These nonverbal speech sounds provide subtle but powerful
clues into our true feelings and what we really mean.
Think about how tone of voice, for example, can indicate
sarcasm, anger, affection, or confidence.
 summary

 Successful nonverbal communication depends on self-awareness &

an understanding of the cues you are sending and reading the cues
others are sending
 If you are planning what you are going to say next, daydreaming,
or thinking about something else, you may miss nonverbal cues &
other subtleties
 You need to stay focused on the moment to fully understand what
is going on.
 Importance of non-verbal communication

 Important in expressing our emotions

 Communicating interpersonal relationships

 Reflects individual’s personality.

 non-verbal communication is main supporter of verbal interaction.

In fact they supplement each other and give full meaning.
 Plays greater role in performing rituals such as greetings and
goodbyes.
d) Interview

It is a face-to-face interaction between interviewee and

interviewer
If handled carefully, it can be a powerful technique in

having accurate information

. At the same time, if the interview is not handled

carefully, it can be a source of bias, restricting or

distorting the flow of communication
Objectives of Interview
1) Verify the information

2) Obtain additional information

3) Gives the candidate necessary facts & information

4) Establish mutual understanding

E) Public Speaking
It's a presentation given live before an audience.

Public speeches cover a wide variety of different topics

The goal is to educate, entertain, influence listeners

Often, visual aids such as slideshow are used to

supplement the speech and make it interesting

 Public speaking is a skill & it can be learned.

 While some people may have more natural speaking

ability than others, or a more pleasing voice, or are more
charismatic—anyone who can speak can learn to be a
better public speaker than they are right now
 The Benefits of Public Speaking

Improves confidence 
Better research skills
Stronger deductive skills
Ability to advocate for causes
How to become a good public speaker
It just takes some know-how and some effort

To help you become better at public speaking, we'll take a look at

these four areas:

a) Writing the speech

b) Overcoming a fear of speaking
c) Practicing the speech
d) Giving the speech
Write an Effective Speech
The first thing you'll want to do is work on writing a well-
organized, engaging speech.
Because even if you've got a great speaking voice or a
great deal of charisma, you won't give a good speech if your
material isn't any good
2. Overcome the Fear of Speaking
Fear of public speaking is very real and can hold you back.

If you don't feel confident when giving your speech, your
listeners may pick up on that, making your presentation less
effective.
Fortunately, there are some techniques that'll help most
people manage their fear
3. Practice the Speech
Even if not afraid of public speaking, practicing speech is
still an important step to having an effective speech.
 If you're in a rush, you may be tempted to skip practicing
your speech to save time.
While skipping practice may seem like a good idea, it's
really not.
By practicing speech not only does it improve public

speaking skills, but it also increases familiarity with the

presentation
Thus making it more likely that your speech will go

smoothly.
Watch recordings of your speeches
4. Give the Speech

 Engage with your audience

 Pay attention to body language

 Think positively
Presentation of health messages
Lecture method
Demonstration
Group discussion
Role play
Visual aids
Audio visual aids
Therapeutic communication technique
 Using silence
 Accepting
 Giving recognition
 Offering self
 Using broad opening
 Using general leads
 Placing the event in time or sequence
 Making observation
 Encourage description pf perceptions
 Restating
 Reflecting
 Focusing
 Exploring
 Giving information
 Seeking clarification
 Presenting reality
 Voicing doubt
 Seeking concentual validation
 Verbalizing the implied
 Encourage evaluation
 Attempting to translate into feeling.
Phases of therapeutic communication
Pre interaction phase
Orientation (introductory)
Working phase
Termination phase
Interpersonal skills and technique
C-clarity
L-listen actively
E-encourage
A-aknowledge
R-respond

R-relax
O-open and approachable
L-lean towards clients
E-eye contact
S-sit squarly and smile
Communication theories

Cognitive dissonance theory

Communication accommodation theory
Coordinated management of meaning
Cultivation analysis
Cultural approach to organization
Cultural studies
Dramatism
Expecting violation theory
Face negotiation theory
Group think
Cont……
The narrative paradigm
Muted group theory
Organizational information
Relational dialetics theory
The rhetoric
Social exchange theory
Social penetration theory
Spiral of silence theory
Stand point theory
Structuration theory
Symbolic interaction theory
Uncertainty reductive theory
Uses and gratification theory
There is hardly any point in someone talking
if no-one listens
• Listening is half of oral communication and is a skill
that need to be practiced
• Listening is essential because how you listen conveys
meaning to the other person.
Listening process
The process has six stages
Receiving-interpretaing-remembering-evaluating-
responding-acting
Barriers to effective listening
Prejudgement
Selfishness
Selective listening
Difference between a good and bad listener
Bad listener Good listener
 is easily distracted Makes most of opportunity
Day dreams Fights distractions
Fakes attention Uses body language to show attention
Tunes out is delivery is poor Forgives delivery errors.
judges content over delivery
Tends to argue Interrupts only to clarify
Reacts to emotions Is not obsessed with emotional words
Considers evidence
Technique for effective listening
Prepare to listen
Avoid prejudgement
Be open minded
Establish eye contact
Don’t interrupt
Watch for signals
Judge content.not delivery
Extract key points
give feedback
Block out distractions
Writing skills
The secret of good writing is to use plain language
as if you are having a conversation
key rules of good writing
 Come straight to the point
 Remember the KISS principle
 Use active not passive voice
 Use the right tone
 Use modern language