Effective Communication 10 2010

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Effective Communication 10 2010

  1. 1. Effective Communication
  2. 2. Communication Defined
  3. 3. The Communication Process
  4. 4. Communication Barriers
  5. 5. Empathic Listening
  6. 6. Facilitative Listening
  7. 7. Be a Committed Listener
  8. 8. Responding Sticks and stones may break my bones, but words. . . . can wound forever.
  9. 9. The Power of Words <ul><li>I didn’t say she stole the money. </li></ul><ul><li>I DIDN’T say she stole the money. </li></ul><ul><li>I didn’t SAY she stole the money. </li></ul><ul><li>I didn’t say SHE stole the money. </li></ul><ul><li>I didn’t say she STOLE the money. </li></ul><ul><li>I didn’t say she stole the MONEY . </li></ul>
  10. 10. Collaboration
  11. 11. Interpretation/Translation
  12. 12. Customer Service
  13. 13. Customer Service
  14. 14. Thank you for Listening!
  15. 15. Bibliography <ul><li>Brief thoughts about listening. Retrieved January 9, 2009 from http:// www.giftoflistening.com /listening/html </li></ul><ul><li>Dick, B. (1997) Communication skills. http:// www.scu.edu.au/schools/gcm/ar/arp/communicn.html Retrieved 1/30/2008. </li></ul><ul><li>Communication: Models, process and problems. Retrieved September 15, 2010 from http://courses.nus.edu.sg/curse </li></ul><ul><li>Ellis, Dave (2002) Falling Awake </li></ul><ul><li>Foulger, Davis, (2204). Models of the Communication Process. Retrieved January 14, 2009 from http://foulger.info/davis/research/unified ModelOfCommunication.htm </li></ul><ul><li>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. </li></ul><ul><li>Medical Facilitation: A Communication-centered Health Care Model . Retrieved September 15, 2010 from http://www.creativehealing.org </li></ul><ul><li>Promoting Effective Communication, Joint Commission Perspectives, Vol. 28, #2, February 2008. Joint Commission on Accreditation of Healthcare Organizations. </li></ul><ul><li>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. </li></ul><ul><li>Rogers, Carl R. and Farson, Richard E. (1987) Active Listening Communicating in Business Today, Retrieved 1/15/2009. </li></ul><ul><li>Salem, Richard (July 2003). The Benefits of Empathic Listening. http:// www.beyondintractabiity.org/essay/emapthic_listening . . . Retrieved 1/31/2008. </li></ul><ul><li>Van Servellen, Gwen Marram (1997) Communication Skills for the Health Care Professional </li></ul>
  16. 16. Communication & Customer Service <ul><li>Elements of excellent customer service </li></ul><ul><ul><li>Positive attitude </li></ul></ul><ul><ul><li>Responsiveness </li></ul></ul><ul><ul><li>Assurance </li></ul></ul><ul><ul><li>Empathy </li></ul></ul><ul><li>How to give excellent customer service </li></ul><ul><ul><li>Be there! </li></ul></ul><ul><ul><li>Speak plainly and slowly </li></ul></ul><ul><ul><li>Be positive </li></ul></ul><ul><ul><li>Our purpose is to serve </li></ul></ul><ul><ul><li>Did you make a mistake? </li></ul></ul><ul><li>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%. </li></ul>

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