AETCOM3.
3 -THE FOUNDATION OF
COMMUNICATION 4
By-
Dr. Kaushik Nag
Assistant Professor
Dept. of Community Medicine
Tripura Medical College
Competencies Addressed
23. Demonstrate ability to communicate in a patient, respectful,
nonthreatening, non judgmental and empathetic manner (SH):
Year 1 (7 Hrs) / Year 2 (5Hrs+ 5 Hrs) / Year 3 (2 Hrs)
18. Identify, discuss and defend, medico-legal, socio-cultural
and ethical issues as they pertain to consent for surgical
procedures (KH): Year 3 (1 Hrs)
33. Administer informed consent and appropriately address
patient queries to a patient undergoing a surgical procedure in
a simulated environment (SH): Year 3 (2 Hrs)
Introduction to Communication
– What is communication?
– Communication Process
– Types of communication
– Barriers in Communication
– 7 Cs of communication
– Important Do’s & Don’ts for effective
communication
Levels of communication
A. Verbal communication:
– Intra verbal: intonation of words and sound.
– Extra verbal: implication of words, phrases and
semantics.
B. Non Verbal Communication / Interpersonal Skills:
– Listening skills
– Body Language: Postures & Gestures, Eye Contact,
Orientation, Presentation, Looks, Expression of
Emotions.
C. Symbolic
What is communication?
• Communication is the art of transmitting
information, ideas and attitudes from one person to
another.
• Communication is the process of meaningful
interaction among human beings.
Communication
WORDS
PARALINGUISTIC 7%
38%
55%
BODY LANGUAGE
Communication is a series of
experience of….
Hearing
Smell
Taste Seeing
Touch
Communication Process
Medium
Barrier
SENDER RECEIVER
(encodes) (decodes)
Barrier
Feedback/Response
Types of communication
One way communication (Didactic method): lecture
method
Two-way communication (Socratic method): learning
process is active and democratic.
Verbal communication
Non-verbal communication:
Bodily movements
Postures
Gestures
Facial expression
Silence
Types of communication
Formal communication: follows line of authority
Informal communication : gossip circle
Visual communication: charts, graphs, maps, posters
etc.
Telecommunication and internet
COMMUNICATION PRINCIPLE
Barrier of communication
Physiological: hearing, expression
Psychological:
Emotional disturbances
Intelligence
language
Comprehension difficulties
Environmental:
Noise
Invisibility
Congestion
Barrier of communication
Cultural:
o Illiteracy & levels of knowledge
o Understanding
o Customs & beliefs
o Religion & attitudes
o Economic & social class differences
o Language variations
o Cultural difficulties between foreigners & nationals
o Rural & urban population
Barrier of communication
Personal:
Unwillingness to communicate
Lack of self confidence
Language difference
Voice quality & vocabulary level
Assumption, distraction, emotions
Less interest
Lack of motivation and training
Seven (7) ‘C’s of communication
Clarity
Completeness
Concreteness
Courtesy
Conciseness
Correctness
Consideration
COMMUNICATION SKILLS
Important Do’s for effective
communication
Use simple words and phrases that are understood
by everybody.
Increase your knowledge on all subjects you are
required to speak.
Speak clearly and audibly.
Check twice with the listener whether you have been
understood accurately or not
In case of an interruption, always does a little recap
of what has been already said.
Important Do’s for effective
communication
Always pay undivided attention.
While listening, always make notes of important
points.
Always ask for clarification if you have failed to grasp
other’s point of view.
Repeat what the speaker has said to check whether
you have understood accurately.
Important Don’ts for effective
communication
× Do not instantly react and mutter something in
anger.
× Do not use technical terms & terminologies not
understood by majority of people.
× Do not speak too fast or too slow.
× Do not speak in inaudible surroundings, as you won’t
be heard.
Important Don’ts for effective
communication
× Do not assume that everybody understands you.
× While listening do not glance here and there as it
might distract the speaker.
× Do not interrupt the speaker.
× Do not jump to the conclusion that you have
understood everything
How to improve Verbal
communication
Speaking skills:
• Inter-personal:
No Second “First Impression”!!
Learn to relate to people (Empathize).
• Formal
• Public speaking
Writing skills: Email, formal letters, language.
Etiquette: telephone, Email
Develop English Skills (language)
• Get a good dictionary
• Concentrate on using correct grammar
• Read
• Capture new words
• Listen to yourself – Imagine yourself speaking
• Record your Voice & listen
• Learn to pronounce correctly
Voice, Tone, Pitch
I did not SAY I stole the money.
I did not say that I stole the money.
I did not say that I stole the MONEY.
Enunciate wherever necessary.
Males: Deeper pitch
Females: chirpy
Vary the speed of your voice, loudness.
Sharpen your articulation.
Use pauses in between speaking.
Listening Skills
• Effective listening is hearing, interrupting when
necessary, understanding the message and relating
to it.
• Improvement of listening skills:
Being open minded
Non defensive
Minimizing interruptions
Asking questions at the end of speech
Establishing rapport with the
audience
• You must be enthusiastic
• Have self confidence
• Making eye contact
• Interested in audience
• Understanding their feelings
Creating right first impression
You should be on time
At ease
Open
Positive
Attentive
Courteous
Occasionally smile between your
small talk
THANK YOU
