41. Communication

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. Communication is the process of sharing information. In a simplistic form information is sent from a sender or encoder to a receiver or decoder. In a more complex form feedback links a sender to a receiver. This requires a symbolic activity, sometimes via a language.

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). 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, verbal and non-verbal. 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: pass on information, give and receive instructions, share information at meetings, ask questions and interact with clients and colleagues. 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.

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.