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Communication & Customer Service

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Presented in new employee orientation/ onboarding to enhance patient/ caregiver communications.

Presented in new employee orientation/ onboarding to enhance patient/ caregiver communications.

Published in: Business, Technology

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  • How we share ideas, thoughts and feelings with other people who have ideas, thoughts and feelings. We speak, listen and observe when communicating The method/style we use to communicate is learned – from watching parents, teachers and other adults. As we grow, we improve communications by watching others who communicate more effectively – we learn new skills and practice The ability to effectively communicate at work, home and in life in general is probably one of the most important set of skills a person needs. So, if we can understand the communication process better and improve it, we will become a more effective and successful communicator.
  • A – Sender B – Receiver Feedback – interpretation of message Allows understanding and clarification Process is the same for all types of communication: conversation, email, telephone, snail mail, signing, etc. Have you ever been talking to someone and they misunderstood what you were saying? What do you think happened?
  • Barriers keep us from understanding other’s thoughts and ideas. Barriers can appear at any point during communication. 2 types Watch for barriers – body language, expression Listening Activity LISTENING Levels: Ignoring – Pretending – Selective – Attentive – Active – Empathic Katie Couric received a 5-yr contact from NBC for $45 million to anchor the Today Show, the highest contract ever for daytime TV. Why? NBC reps said she is rare in that she truly “connects with people”. When she interviews someone they open up and share themselves as tho they’ve been close friends & confidante for years. They feel she is real and genuinely interested in them. All of us feel a warm glow & thrive around people who genuinely care about us, who respond to us as if we are fascinating and very important. We open up when they clearly show they are truly interested in us and who we are. We feel the power of psychological attention given to us and freely open up and share ourselves in this safe, warm glow of absolute attention and focus on us. We realize this feeling through empathic listening.
  • Empathy often mistaken for sympathy What’s the difference?
  • Builds positive relationships and tends to alter the attitudes of the listener. We gain self-awareness through empathically listening to the experiences of another.
  • Suspending judgment leaves options for later (agreeing/disagree; saying yes/no) Listen only with the intent of understanding another person. Listening with skill can become a part of almost everything we do. Powerful listening means being willing to learn from anyone Committed listeners: Pay attention Don’t interrupt Don’t change the subject Don’t redirect the focus on themselves Look for win-win solutions Our response is just as important as listening
  • Our words not only impact those who hear them, but ourselves as well
  • When is one saying too little? Too much? (Less is more) Conversations have the power to build up and break down one’s reputation. It alters the likelihood that someone will actually listen and value what you have to say.
  • Someone else said it. I flatly deny saying it. I implied it though. Someone else stole it; not her. Embezzled? She stole something else though! 6 different interpretations for the same words!
  • Pausing allows time to think, enhances dialog, discussion and decision-making Paraphrasing – clarification, understanding Probe – ask open-ended questions Ideas – “Here is a possible approach” Pay attention to self/others– awareness of how things are said Always assume positive intentions Balance – be open to others ideas
  • JC Standard RI.2.100 requires organizations to “ respect the patient’s right to and need for effective communication” Language barriers augment the complexity of communication, and if not appropriately addressed, can result in increased medical errors and inefficient utilization of heath care resources. Standard RI.2.100, Element of Performance 3, requires organizations “Provide interpretation (including translation) services as necessary.” To that end, contact HBTS first.
  • Every individual interaction is perceived as one cohesive experience. It’s like a thread running through the organization.
  • In 2006 the University of Illinois Medical Center implemented a policy to openly acknowledge mistakes and apologize; do what could be done to correct mistakes. The next year malpractice suits had dropped by 50%.
  • Transcript

    • 1. Communication & Customer Service Hospice by the Sea
    • 2. Communication Defined
      • Webster: “a process by which information is exchanged between individuals through a system of common symbols, signs and behaviors”
    • 3. Communication Process
      • Create Message
        • Encode
        • Transmit
      • Receive Message
        • Decode
        • Feedback
    • 4. Communication Barriers
      • Internal
        • Attitude
        • Lack of Interest
        • Fear
        • Mistrust
        • Past experiences
        • Emotions
        • Fatigue
      • External
        • Noise
        • Distractions
        • Environment
        • Time of Day
        • Too Technical
        • Email not Working
        • Bad Phone Connection
      #1 Barrier: Listening
    • 5. Please Listen
      • Power of Empathy and Active Listening
        • Ability to share, have feeling for another
        • A level of compassion
        • Seeing the world through another’s eyes
        • Sense another’s feelings
        • “ Psychological hugs”
    • 6.
      • Empathy versus Sympathy
        • Sympathy – pity; sorrow for one suffering, distressed, or unhappy
        • Empathy – the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts and experiences of another
    • 7.
      • Empathic Listening – What We Achieve
        • Builds Trust
        • Builds Respect
        • Reduces Tension
        • Encourages Information Sharing
        • Encourages Collaboration
        • Builds Positive Relationships
        • Listening is a growth experience.
    • 8.
      • “The more deeply you understand other people, the more you will appreciate them, the more reverent you will feel toward them. To touch the soul of another human is to walk on sacred ground.”
      • Steven Covey (1990)
      • Seven Habits of Highly Effective People
    • 9. Listen Empathically
      • How?
        • Be genuinely interested
        • Keep an open mind
        • Acknowledge feelings
        • Suspend judgment and reaction
        • Listen for total meaning
        • Respond to feelings
        • Pay attention to body language
        • Create a climate that is neither critical, evaluative, nor moralizing
    • 10. Responding
      • “ Our words invent us. Through our speech and our silence, we become smaller or larger selves. Through our speech and our silence, we diminish or enhance the other person, and we narrow or expand the possibilities between us.
      • How we use our voice determines the quality of our relationships, who we are in the world, and what the world can be and might become. Clearly, a lot is at stake here.”
      • Harriet Lerner: The Dance of Conversation
    • 11. The Power of Words
      • Words can. . .
        • Convince, promote
        • Create impressions, expectations
        • Motivate, offer hope, create vision
        • Impact thinking and alter results
        • Coerce, detract
        • Kill enthusiasm, impact self-esteem
        • Lower expectations
        • Be hurtful
      • Words influence how we think
    • 12. The Power of Words
      • I didn’t say she stole the money.
      • I DIDN’T say she stole the money.
      • I didn’t SAY she stole the money.
      • I didn’t say SHE stole the money.
      • I didn’t say she STOLE the money.
      • I didn’t say she stole the MONEY .
    • 13. The Power of Words
      • Choosing words
        • Explain intent
        • Invite consent
          • Gives listeners the chance to consent/decline
          • Helps listeners understand the goal of conversation
          • Allows listeners to get ready for what is coming
          • Helps listeners understand their role in conversation
        • Words with intention
    • 14. Words with Intent create Collaboration
      • Obligation (I should, I have to, I better, etc.)
      • Possibility (I might, I could, maybe I will, etc.)
      • Preference (I prefer to, I want to, etc.)
      • Passion (I’d love to, I can’t wait, I’m excited about, etc.)
      • Plan (I expect to, I plan to, etc.)
      • Promise (I will, I do, I promise to, etc.)
    • 15. Collaboration
      • Pause
      • Paraphrase
      • Probe
      • Presume positive intention
      • Put ideas on the table
      • Pay attention to self and others
      • Pursue a balance between advocacy and inquiry
    • 16. Collaboration
      • Develop a hospice plan of care
      • Manage expectations for providing quality care
      • Deal with end of life issues and situations
      • Effective communication during times of crisis
      • Interpreters
    • 17. Customer Service
      • What is customer service?
        • Philosophy on how to deal positively with people
        • Attitude about how we treat people
      • Courtesy
      • Respect
      • Who are your customers?
    • 18. Customer Service
      • The way we communicate with our customers influences their perception of excellent service.
      • Elements of excellent customer service
        • Positive attitude
        • Responsiveness
        • Assurance
        • Empathy
    • 19. Customer Service
      • How to give excellent customer service
        • Be there!
        • Speak plainly and slowly
        • Be positive
        • Our purpose is to serve
        • Did you make a mistake?
    • 20. Thanks for Listening!
    • 21. Bibliography
      • Brief thoughts about listening. Retrieved January 9, 2009 from http://www.giftoflistening.com/listening/html
      • Dick, B. (1997) Communication skills. http:// www.scu.edu.au/schools/gcm/ar/arp/communicn.html Retrieved 1/30/2008.
      • Ellis, Dave (2002) Falling Awake
      • Foulger, Davis, (2204). Models of the Communication Process. Retrieved January 14, 2009 from http://foulger.info/davis/research/unified ModelOfCommunication.htm
      • Hamlin, R.N.M.S., Marty A. (n.d.) Courtesy and Customer Service For the Health Care Profesional Self-Learning Packet. www.hcmc.org /education/residency. . . Retrieved 2/4/2008.
      • Promoting Effective Communication, Joint Commission Perspectives, Vol. 28, #2, February 2008. Joint Commission on Accreditation of Healthcare Organizations.
      • River, MA, Dennis (March 2007). The Seven Challenges Workbook . Cooperative Communication Skills for Success and Home and at Work 5 th Ed. www.NewConversations.net Retrieved June 2007.
      • Rogers, Carl R. and Farson, Richard E. (1987) Active Listening Communicating in Business Today, Retrieved 1/15/2009.
      • Salem, Richard (July 2003). The Benefits of Empathic Listening. http:// www.beyondintractabiity.org/essay/emapthic_listening . . . Retrieved 1/31/2008.
      • Van Servellen, Gwen Marram (1997) Communication Skills for the Health Care Professional