The document outlines the definition and process of communication, emphasizing the exchange of information between individuals and identifying barriers such as physiological, psychological, environmental, and cultural factors. It describes different types of communication, including verbal and non-verbal methods, and focuses on effective communication with clients in a healthcare setting. Additionally, it highlights the role of receptionists and human resources in portraying a positive image of the hospital and stresses the importance of proper telephonic communication.

1. COMMUNICATION SKILLS
Prstd. By
B J Patil RN

2. Definition
Is a process by which two or more
persons share or exchange information,
ideas or feelings.

3. Process
Feedback
Message Channel Receiver
Sender

4. Barriers
 Physiological
 Difficulty in hearing or expression
 Psychological
 Emotional disturbances, nervousness, fear,
anxiety etc
 Environmental
 Noise, invisibility
 Cultural
 Customs, beliefs, religion, attitudes and level of
knowledge

5. Types of Communication
Verbal
Spoken or Written
Replaying, Rephraseing
Non – Verbal
Expression, Body language, gestures

6. Communicating to Clients
Initiating the session
Identifying the reason
Gathering information
Building Relationship
Developing rapport

7. Communication in Vaatsalya
 Receptionist
 You are the face of our Vaatsalya Hospital
 Wear a smile and be courteous
 Clients Should see the “Vaatsalya” in your talk
 Human resource
 “Retain the person rather retaining cause”
 Telephonic manners
Greet appropriately, know who has called?
Ascertain and confirm the message you
received