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COMMUNICATION

Understand the elements influencing relationships: prejudices, frustrations, attitudes, life experiences, and communication barriers like labeling, sensory impairment, and speaking too fast. Learn to be a good listener through active listening techniques. Differentiate communication styles: unassertive, assertive, and aggressive. Assess your assertiveness with an inventory test. Recognize the importance of verbal and nonverbal communication cues. Improve telephone etiquette and communication skills for incoming calls. Distinguish between objective and subjective information. Enhance your communication skills to foster positive interactions and relationships.

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COMMUNICATION

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  1. COMMUNICATION

  2. 4 ELEMENTS THAT INFLUENCE RELATIONSHIPS WITH OTHERS • PREJUCICES • FRUSTRATIONS • ATTITUDES • LIFE EXPERIENCES

  3. BARRIERS TO COMMUNICATION • LABELING • SENSORY IMPAIRMENT • TALKING TOO FAST

  4. ELEMENTS OF COMMUNICATION • MESSAGE-what you want to convey • SENDER-someone has to want to send a message • RECEIVER-if noone is there to receive the message the message is incomplete.

  5. How Do You Become a Good Listener?

  6. Show interest • Hear the message…repeat what you think you heard • Do not interrupt • Takes patience.

  7. Types of Communication • Unassertive…allows others to take control • Assertive… does not take power or authority away from others, empowers individuals to speak up and be heard. • Aggressive…occurs when power is taken away from others and communication breaks down.

  8. Assertiveness Inventorylabel paper 1-24 answer true/false • I know what my good points are and I tell others what they are. • I like to make myself look good and sometimes tell others unrealistic stories to make me look better than I am. • Defending myself and expressing my feelings makes me fell uncomfortable. • Sometimes I make other people feel unimportant, afraid or stupid.

  9. I let others get their way because I don’t like to make a scene. • I usually feel that my views and feelings are not important to others. • Others/ rights are not important to me. • I am careful not to abuse or be cruel when telling others that I do not agree with them. • I usually take as much as I can from others even when it is unfair. • I receive compliments and thank the other person for the comment.

  10. It is easier to say yes than no, even when I’d rather say no. • Other people tell me I make unreasonable request of them. • I defend my rights, and I let others do the same. • I usually try to be the center of conversation. • I don’t like to ask others to do things. • I start and carry on conversations without discomfort.

  11. It is difficult for me to tell others what my good points are. • I usually do not insist that my rights be respected. • I usually ask for what is mine. • I listen to criticism without acting defensive. • When I am angry or criticizing others, I tend to assault them physically or verbally to get my point across.

  12. It is easy for me to say positive things about others. • When I know I am right it doesn’t matter if I hurt someone’s feelings • When I get my way in a conversation I usually feel good, but later I feel guilty. OKAY…TALLY THEM UP!

  13. NONVERBAL COMMUNICATION • EYE CONTACT. • FACIAL EXPRESSIONS • GESTURES • TOUCH

  14. VERBAL COMMUNICATION • SPOKEN • TONE AND LANGUAGE • WRITTEN • Spell correctly, use proper grammar write clearly

  15. Guidelines for Taking Incoming Calls • • Answer the phone by the third ring. • • Smile when you answer the phone. • • Identify your department or office. • • Identify yourself, and give your title. • • Speak clearly. • • Be courteous. • • Be confident. • • Be patient. • • Thank caller for returning the call. • • Get as much information as possible. • • Ask for assistance if needed. • • Give the caller other options before placing him or her on hold. • • Always read the message back to the caller.

  16. FIX THIS!! • Whats your name? • What did you say? • What do you want? • HUH?

  17. Smile while on the phone • People can “hear” a smile!! • When taking a message record these 4 things • Name • Number • Date/time • Complete message

  18. What four senses are used in evaluating a situation?

  19. SIGHT • SMELL • FEEL • HEARING • TASTE IS NOT USED!

  20. OBJECTIVE VS. SUBJECTIVE • SUBJECTIVE CAN NOT BE SEEN… • IDEAS • THOUGHTS • OPINIONS • EXAMPLE…PATIENT COMPLAINS OF PAIN • YOU CAN NOT SEE PAIN • YOU CANT FEEL THEIR PAIN • YOU CANT SMELL THEIR PAIN • YOU CANT HEAR THEIR PAIN.

  21. OBJECTIVE… • IF YOU CAN SEE IT SMELL IT TOUCH IT OR HEAR IT …IT IS OBJECTIVE. • YOU CAN SEE A CUT OR HEAR A COUGH.

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