- Whom? When? Where? What? How?
Definition of telehealth and Hot-Line Counselling.
Describe the potential benefits and risks associated with telehealth services.
Explain the role of professional ethics codes and guideline
Establishing an effective provision of mental health services via telehealth.
Resources
1) Telephone etiquette is important when answering, placing, or handling business calls. It involves speaking clearly, being an active listener, treating callers with respect, and using good manners.
2) When answering calls, respond promptly, identify yourself, greet the caller enthusiastically and ask how you can help. Take messages accurately if the desired person isn't available.
3) Use courtesy, give callers your full attention without distractions, say please/thank you, apologize when needed, and follow up as agreed before ending the call politely.
Developing effective communication skills seemastephen samuel
This document provides information on developing effective communication skills. It discusses basics of communication, telephone etiquettes, listening skills, and questioning. Some key points covered include the importance of clear communication, barriers to effective communication like assumptions and poor listening, communication process, and dos and don'ts of phone etiquette. The document aims to improve readers' communication abilities through understanding communication principles and practicing good listening and questioning techniques.
Developing Effective Communication SkillsJai prakash
The document provides guidance on developing effective communication skills. It discusses the basics of communication, barriers to communication, telephone etiquette, listening skills, questioning techniques, and concludes with thanking the reader for their time and inviting further questions. The 7 C's of communication are emphasized: clear, complete, correct, concise, courteous, concrete, and considerate. Proper telephone etiquette includes answering and placing calls politely, transferring calls smoothly, and putting callers on hold briefly and respectfully.
The document provides tips for positive customer communication and effective listening skills. It emphasizes the importance of greeting customers warmly, using simple and positive language, focusing on understanding the customer's perspective, and avoiding phrases that could damage the relationship. Good communication involves both verbal and nonverbal elements like maintaining eye contact and an open body stance. Effective listening requires being empathetic, patient, attentive, and objective.
This document provides information about soft skills and effective communication skills. It discusses that both technical skills and soft skills are important for candidates, but soft skills like communication, leadership, and teamwork are what recruiters often look for. Soft skills are harder to acquire than technical skills. Effective communication involves both verbal and non-verbal communication. Some key aspects of good communication are establishing eye contact, listening, being clear, avoiding jargon, and asking for feedback. The document provides tips for communicating effectively, such as controlling fear, having belief in your message, and restating major points.
This document discusses how to provide good client service. It defines clients as both internal and external people who need assistance. Good client service takes an extra step to help without being asked and has a caring attitude. Specific attitudes that help include enjoying helping people, handling people well, caring for clients, giving fair treatment, and being understanding. Good communication skills, consistency, organization, and being a team player are also important. The purpose is to create a welcoming environment by smiling, making eye contact, introducing yourself, giving full attention, and being polite. Good rapport involves making the client feel comfortable and valued through empathy. Active listening includes being attentive, using inviting questions and empathy. Nonverbal communication like tone of voice, body language,
Soft skills & effective communication skillsShashank Shekhar
This document discusses soft skills and effective communication skills. It defines soft skills as people skills or personality traits, in contrast to hard or technical skills. Effective communication skills are one of the most important soft skills. The document provides an overview of communication basics like definitions, barriers, and types of communication. It also gives detailed guidance on verbal communication best practices, such as establishing eye contact, active listening, thinking before speaking, using gestures, restating key points, and asking for feedback. The goal is to help people improve their soft skills, especially their communication abilities, which are highly valued by employers.
1) Telephone etiquette is important when answering, placing, or handling business calls. It involves speaking clearly, being an active listener, treating callers with respect, and using good manners.
2) When answering calls, respond promptly, identify yourself, greet the caller enthusiastically and ask how you can help. Take messages accurately if the desired person isn't available.
3) Use courtesy, give callers your full attention without distractions, say please/thank you, apologize when needed, and follow up as agreed before ending the call politely.
Developing effective communication skills seemastephen samuel
This document provides information on developing effective communication skills. It discusses basics of communication, telephone etiquettes, listening skills, and questioning. Some key points covered include the importance of clear communication, barriers to effective communication like assumptions and poor listening, communication process, and dos and don'ts of phone etiquette. The document aims to improve readers' communication abilities through understanding communication principles and practicing good listening and questioning techniques.
Developing Effective Communication SkillsJai prakash
The document provides guidance on developing effective communication skills. It discusses the basics of communication, barriers to communication, telephone etiquette, listening skills, questioning techniques, and concludes with thanking the reader for their time and inviting further questions. The 7 C's of communication are emphasized: clear, complete, correct, concise, courteous, concrete, and considerate. Proper telephone etiquette includes answering and placing calls politely, transferring calls smoothly, and putting callers on hold briefly and respectfully.
The document provides tips for positive customer communication and effective listening skills. It emphasizes the importance of greeting customers warmly, using simple and positive language, focusing on understanding the customer's perspective, and avoiding phrases that could damage the relationship. Good communication involves both verbal and nonverbal elements like maintaining eye contact and an open body stance. Effective listening requires being empathetic, patient, attentive, and objective.
This document provides information about soft skills and effective communication skills. It discusses that both technical skills and soft skills are important for candidates, but soft skills like communication, leadership, and teamwork are what recruiters often look for. Soft skills are harder to acquire than technical skills. Effective communication involves both verbal and non-verbal communication. Some key aspects of good communication are establishing eye contact, listening, being clear, avoiding jargon, and asking for feedback. The document provides tips for communicating effectively, such as controlling fear, having belief in your message, and restating major points.
This document discusses how to provide good client service. It defines clients as both internal and external people who need assistance. Good client service takes an extra step to help without being asked and has a caring attitude. Specific attitudes that help include enjoying helping people, handling people well, caring for clients, giving fair treatment, and being understanding. Good communication skills, consistency, organization, and being a team player are also important. The purpose is to create a welcoming environment by smiling, making eye contact, introducing yourself, giving full attention, and being polite. Good rapport involves making the client feel comfortable and valued through empathy. Active listening includes being attentive, using inviting questions and empathy. Nonverbal communication like tone of voice, body language,
Soft skills & effective communication skillsShashank Shekhar
This document discusses soft skills and effective communication skills. It defines soft skills as people skills or personality traits, in contrast to hard or technical skills. Effective communication skills are one of the most important soft skills. The document provides an overview of communication basics like definitions, barriers, and types of communication. It also gives detailed guidance on verbal communication best practices, such as establishing eye contact, active listening, thinking before speaking, using gestures, restating key points, and asking for feedback. The goal is to help people improve their soft skills, especially their communication abilities, which are highly valued by employers.
Full Day Training Presentation for Dr. PatelHira Zahan
This document provides guidance to dental office staff on best practices for internal marketing and patient care. It discusses how to [1] greet patients warmly, make them feel valued to encourage referrals, and have all staff engaged in ongoing internal marketing. It also covers [2] effective communication techniques like using empathy, addressing concerns, summarizing conversations and using good listening skills, body language, and vocal tone. The goal is to have staff see themselves as ambassadors who can help promote the practice through every patient interaction.
This document provides an overview of basic helping skills. It includes a table of contents listing sections on techniques and skills like minimal responses, restating, paraphrasing, clarifying, checking, questioning, and summarizing. It also covers the Person-Centered theory and Cognitive Behavior theory as models to understand a client's situation. The client profile describes a 24-year-old man who feels nervous during interviews and has difficulty responding to questions outside his area of expertise. The document reflects on learning experiences from preparing the material and the importance of good communication and applying theories creatively.
Telephonic interviews are becoming more popular due to advances in communication technology. They allow companies to interview candidates located in distant places or foreign countries more easily. Proper preparation is important for telephonic interviews. Candidates should select a quiet location, have relevant documents handy, research the company, and anticipate common questions. During the call, candidates should speak clearly, listen carefully, be polite, and avoid distractions. Following up with a thank you note after the interview is also recommended.
Interview skills are an essential tool for all students in today's world of employment as there is increasing competition for job vacancies.
This is largely due to the rise in graduation rates, consequently there are far more candidates applying for the same jobs.
The document summarizes key points from a presentation on improving verbal communication skills. It discusses 7 challenges: 1) listening carefully, 2) explaining conversational intent, 3) expressing thoughts clearly, 4) translating complaints to requests, 5) asking open-ended questions, 6) expressing appreciation, and 7) seeing conversations as opportunities to grow skills. Barriers to effective communication and tips to improve skills like listening actively are also presented.
The document provides an overview of basic counseling skills including listening responses such as clarification, paraphrasing, reflection, summarization, and action responses like probing, questioning, confrontation, and interpretation. Nonverbal responses are also discussed such as eye contact, head nodding, facial expressions, hand gestures, and body language that can provide additional context during counseling.
This document discusses effective communication skills. It begins by outlining objectives around considering verbal and non-verbal communication methods, understanding listening skills, and communicating respectfully. It then discusses cultural diversity in communication styles and why effective communication is important for client relationships and careers. Key aspects of communication discussed include listening, both verbal and non-verbal messages, overcoming barriers, and improving existing communication skills. The document emphasizes the importance of communication in building confidence and respect.
The document provides information on effective communication skills. It discusses the importance of communication being a two-way process that involves both sending and receiving messages well. Some key communication skills discussed include listening actively, using body language to convey messages clearly, speaking concisely, being personable, exhibiting confidence, understanding other perspectives, showing respect, giving and receiving feedback appropriately, and choosing the right communication channel for different situations. Barriers to effective communication mentioned include assumptions, interruptions, physical obstacles, language differences, and emotional barriers.
The document provides tips for using effective communication skills to influence clients. Some key tips include being focused on the client, asking open-ended questions to learn about their needs and circumstances, paraphrasing what the client says to show you are listening, maintaining eye contact and smiling to appear interested and engaged, and giving the client space to make their own decision without pressure.
The document discusses various aspects of communication including definitions, models, processes, types, barriers, and styles. It defines communication as conveying thoughts or feelings to others. It describes the Shannon-Weaver model of communication involving a source, encoder, decoder, message, receiver, and feedback. It outlines verbal communication techniques and paraverbal cues like pitch, rate, and volume. It discusses non-verbal communication such as gestures, space, and facial expressions. It also addresses passive, aggressive, and assertive communication styles and provides examples of each.
This document provides tips for developing strong conversation skills. It discusses the importance of being a good listener by not talking too much and paying attention to body language and tone of voice. It recommends asking questions to engage the other person and guide the conversation in a pleasant manner. The document also stresses expressing one's own thoughts authentically rather than just agreeing with others. Additionally, it covers telephone skills like using an enthusiastic tone, speaking clearly, being polite, and taking messages effectively.
Successful interview skills seminar in NTU, FSD03007251977
This document provides guidance on developing successful interview skills. It begins with learning objectives of understanding the interview process and increasing awareness of interview etiquette. It then outlines the structure of the document, which includes sections on preparing for an interview, common interview types and questions, interview etiquette, and follow up. The body of the document provides detailed advice on each of these sections, with guidance on researching the company, practicing answers to common questions, proper dress and conduct during the interview. It emphasizes arriving prepared and making a strong first impression through confidence and professionalism.
The document provides guidance on telephone etiquette and effective phone skills. It discusses basic skills like proper greetings, active listening, gathering information, and closing calls. It also covers professional skills such as communicating clearly, using correct phrases, handling difficult callers and ensuring understanding. The goal is to help readers conduct phone conversations smoothly and achieve their objectives.
Etiquette refers to social conventions and practices. Good etiquette benefits individuals in their careers by differentiating them from others and enabling confidence. Front office etiquette and the receptionist's appearance and conduct are important as they represent the organization. Good etiquette involves professional appearance, courtesy, promptness, and professionalism. The receptionist should dress professionally, keep the reception area tidy, greet all visitors with a smile, offer refreshments, and maintain proper decorum by avoiding long personal calls or reading the newspaper at the desk.
The document discusses communication skills and defines communication as transmitting information, ideas, and attitudes between people through words and actions. It notes that communication is a personal and social process that occurs between individuals and involves changing behavior to influence others. The document then outlines common communication methods like spoken word, written word, and body language and discusses the process of encoding and decoding messages as well as barriers to effective communication.
The document provides tips for a five part interview process: 1) Prepare before the interview by researching the company and dressing professionally. 2) Greet the interviewer positively. 3) Maintain good posture and provide thorough, honest answers to questions. 4) Ask relevant questions and follow up appropriately. 5) Send a thank you note after and follow up respectfully about the hiring decision. Key advice includes arriving early, making eye contact, having questions prepared, and following up to show continued interest in the position.
The document discusses oral communication skills, specifically speaking and listening. It notes that 80% of communication is spent on oral communication, with listening accounting for 45% and speaking 30%. It then outlines principles of effective speaking, such as knowing the subject and audience, organizing the message clearly, maintaining eye contact and body language, and obtaining feedback. Principles of effective listening include maintaining eye contact, concentrating without bias, listening for content and emotion, relating it to prior knowledge, and not interrupting the speaker.
This document provides an overview of the chapters covered in a book about becoming a contributor. It discusses the identity and mindset of a contributor, including having a vision of success focused on effectiveness, values, and inner fulfillment rather than just external rewards. Becoming a contributor involves taking responsibility for problems and stepping out of one's comfort zone. The document also outlines skills for contributors such as designing solutions, engaging deeply with subjects, demonstrating trustworthiness, and presenting oneself in interviews and discussions in terms of one's potential contributions.
This document discusses the importance of communication skills, including both oral and written communication. It covers listening skills, barriers to effective listening, techniques for effective listening, non-verbal communication skills, making effective telephone calls, and taking telephone messages. The key points are that communication skills are important for getting and doing well in a job, various forms of oral communication are used in the workplace, and both speaking and listening skills need to be developed.
This document discusses listening and effective listening skills. It defines listening, differentiates it from hearing, and provides fast facts about listening abilities. It outlines active listening skills like maintaining eye contact and paraphrasing. Good listening traits include being non-evaluative and reflecting feelings. The importance of listening is also highlighted. Different types of listening like informative, appreciative, and empathic listening are defined. Barriers to listening such as interruptions and distractions are covered. Do's and don'ts of effective listening conclude the document.
Full Day Training Presentation for Dr. PatelHira Zahan
This document provides guidance to dental office staff on best practices for internal marketing and patient care. It discusses how to [1] greet patients warmly, make them feel valued to encourage referrals, and have all staff engaged in ongoing internal marketing. It also covers [2] effective communication techniques like using empathy, addressing concerns, summarizing conversations and using good listening skills, body language, and vocal tone. The goal is to have staff see themselves as ambassadors who can help promote the practice through every patient interaction.
This document provides an overview of basic helping skills. It includes a table of contents listing sections on techniques and skills like minimal responses, restating, paraphrasing, clarifying, checking, questioning, and summarizing. It also covers the Person-Centered theory and Cognitive Behavior theory as models to understand a client's situation. The client profile describes a 24-year-old man who feels nervous during interviews and has difficulty responding to questions outside his area of expertise. The document reflects on learning experiences from preparing the material and the importance of good communication and applying theories creatively.
Telephonic interviews are becoming more popular due to advances in communication technology. They allow companies to interview candidates located in distant places or foreign countries more easily. Proper preparation is important for telephonic interviews. Candidates should select a quiet location, have relevant documents handy, research the company, and anticipate common questions. During the call, candidates should speak clearly, listen carefully, be polite, and avoid distractions. Following up with a thank you note after the interview is also recommended.
Interview skills are an essential tool for all students in today's world of employment as there is increasing competition for job vacancies.
This is largely due to the rise in graduation rates, consequently there are far more candidates applying for the same jobs.
The document summarizes key points from a presentation on improving verbal communication skills. It discusses 7 challenges: 1) listening carefully, 2) explaining conversational intent, 3) expressing thoughts clearly, 4) translating complaints to requests, 5) asking open-ended questions, 6) expressing appreciation, and 7) seeing conversations as opportunities to grow skills. Barriers to effective communication and tips to improve skills like listening actively are also presented.
The document provides an overview of basic counseling skills including listening responses such as clarification, paraphrasing, reflection, summarization, and action responses like probing, questioning, confrontation, and interpretation. Nonverbal responses are also discussed such as eye contact, head nodding, facial expressions, hand gestures, and body language that can provide additional context during counseling.
This document discusses effective communication skills. It begins by outlining objectives around considering verbal and non-verbal communication methods, understanding listening skills, and communicating respectfully. It then discusses cultural diversity in communication styles and why effective communication is important for client relationships and careers. Key aspects of communication discussed include listening, both verbal and non-verbal messages, overcoming barriers, and improving existing communication skills. The document emphasizes the importance of communication in building confidence and respect.
The document provides information on effective communication skills. It discusses the importance of communication being a two-way process that involves both sending and receiving messages well. Some key communication skills discussed include listening actively, using body language to convey messages clearly, speaking concisely, being personable, exhibiting confidence, understanding other perspectives, showing respect, giving and receiving feedback appropriately, and choosing the right communication channel for different situations. Barriers to effective communication mentioned include assumptions, interruptions, physical obstacles, language differences, and emotional barriers.
The document provides tips for using effective communication skills to influence clients. Some key tips include being focused on the client, asking open-ended questions to learn about their needs and circumstances, paraphrasing what the client says to show you are listening, maintaining eye contact and smiling to appear interested and engaged, and giving the client space to make their own decision without pressure.
The document discusses various aspects of communication including definitions, models, processes, types, barriers, and styles. It defines communication as conveying thoughts or feelings to others. It describes the Shannon-Weaver model of communication involving a source, encoder, decoder, message, receiver, and feedback. It outlines verbal communication techniques and paraverbal cues like pitch, rate, and volume. It discusses non-verbal communication such as gestures, space, and facial expressions. It also addresses passive, aggressive, and assertive communication styles and provides examples of each.
This document provides tips for developing strong conversation skills. It discusses the importance of being a good listener by not talking too much and paying attention to body language and tone of voice. It recommends asking questions to engage the other person and guide the conversation in a pleasant manner. The document also stresses expressing one's own thoughts authentically rather than just agreeing with others. Additionally, it covers telephone skills like using an enthusiastic tone, speaking clearly, being polite, and taking messages effectively.
Successful interview skills seminar in NTU, FSD03007251977
This document provides guidance on developing successful interview skills. It begins with learning objectives of understanding the interview process and increasing awareness of interview etiquette. It then outlines the structure of the document, which includes sections on preparing for an interview, common interview types and questions, interview etiquette, and follow up. The body of the document provides detailed advice on each of these sections, with guidance on researching the company, practicing answers to common questions, proper dress and conduct during the interview. It emphasizes arriving prepared and making a strong first impression through confidence and professionalism.
The document provides guidance on telephone etiquette and effective phone skills. It discusses basic skills like proper greetings, active listening, gathering information, and closing calls. It also covers professional skills such as communicating clearly, using correct phrases, handling difficult callers and ensuring understanding. The goal is to help readers conduct phone conversations smoothly and achieve their objectives.
Etiquette refers to social conventions and practices. Good etiquette benefits individuals in their careers by differentiating them from others and enabling confidence. Front office etiquette and the receptionist's appearance and conduct are important as they represent the organization. Good etiquette involves professional appearance, courtesy, promptness, and professionalism. The receptionist should dress professionally, keep the reception area tidy, greet all visitors with a smile, offer refreshments, and maintain proper decorum by avoiding long personal calls or reading the newspaper at the desk.
The document discusses communication skills and defines communication as transmitting information, ideas, and attitudes between people through words and actions. It notes that communication is a personal and social process that occurs between individuals and involves changing behavior to influence others. The document then outlines common communication methods like spoken word, written word, and body language and discusses the process of encoding and decoding messages as well as barriers to effective communication.
The document provides tips for a five part interview process: 1) Prepare before the interview by researching the company and dressing professionally. 2) Greet the interviewer positively. 3) Maintain good posture and provide thorough, honest answers to questions. 4) Ask relevant questions and follow up appropriately. 5) Send a thank you note after and follow up respectfully about the hiring decision. Key advice includes arriving early, making eye contact, having questions prepared, and following up to show continued interest in the position.
The document discusses oral communication skills, specifically speaking and listening. It notes that 80% of communication is spent on oral communication, with listening accounting for 45% and speaking 30%. It then outlines principles of effective speaking, such as knowing the subject and audience, organizing the message clearly, maintaining eye contact and body language, and obtaining feedback. Principles of effective listening include maintaining eye contact, concentrating without bias, listening for content and emotion, relating it to prior knowledge, and not interrupting the speaker.
This document provides an overview of the chapters covered in a book about becoming a contributor. It discusses the identity and mindset of a contributor, including having a vision of success focused on effectiveness, values, and inner fulfillment rather than just external rewards. Becoming a contributor involves taking responsibility for problems and stepping out of one's comfort zone. The document also outlines skills for contributors such as designing solutions, engaging deeply with subjects, demonstrating trustworthiness, and presenting oneself in interviews and discussions in terms of one's potential contributions.
This document discusses the importance of communication skills, including both oral and written communication. It covers listening skills, barriers to effective listening, techniques for effective listening, non-verbal communication skills, making effective telephone calls, and taking telephone messages. The key points are that communication skills are important for getting and doing well in a job, various forms of oral communication are used in the workplace, and both speaking and listening skills need to be developed.
This document discusses listening and effective listening skills. It defines listening, differentiates it from hearing, and provides fast facts about listening abilities. It outlines active listening skills like maintaining eye contact and paraphrasing. Good listening traits include being non-evaluative and reflecting feelings. The importance of listening is also highlighted. Different types of listening like informative, appreciative, and empathic listening are defined. Barriers to listening such as interruptions and distractions are covered. Do's and don'ts of effective listening conclude the document.
Developing effective communication skills seemacareer14
This document provides information on developing effective communication skills. It covers basics of communication including defining communication as a two-way process of exchanging messages. It also discusses telephone etiquettes, listening skills, questioning, and barriers to communication. The key aspects covered include the 7 C's of communication, processes of communication, essential do's and don'ts, and types of questions. The overall document aims to improve individuals' communication and listening abilities.
Counselling and its types according to behavior psychologyFeriDoll
Counseling involves meeting with a trained professional to discuss issues and problems. The counselor provides empathy and helps the client gain clarity and set goals. The counseling process includes rapport building, problem assessment, supportive counseling, goal setting, and interventions. Counseling addresses a broad range of issues through a confidential process aimed at improving well-being.
Active listening involves genuinely trying to understand the other person's perspective by restating or paraphrasing their message back to them for confirmation. This helps overcome mental barriers like judging delivery over content and seeking confirmation rather than information. Physical barriers like distractions or side conversations also need to be avoided. Active listening builds confidence by showing the customer you understand their needs and allows you to gain more information to help meet their goals.
Business etiquette refers to appropriate behavior and conventions in professional settings. It governs interactions between colleagues, managers, and clients. Maintaining good business etiquette is important for career success as it makes a positive first impression and strengthens relationships. Key aspects of business etiquette include proper phone etiquette, such as answering promptly, speaking clearly, and returning calls in a timely manner. Business etiquette also applies to in-person interactions, attire, communication styles, and conflict resolution. Mastering basic business etiquette can help individuals progress in their careers.
Customer service is the provision of service to customers before, during, and after a purchase. It is important for customer-facing employees to present themselves professionally through their appearance, facial expressions, body language, and tone of voice. Proper listening, understanding the customer's perspective, and going the extra mile are keys to resolving customer issues effectively. The overall goal is to ensure customers feel respected and have a positive experience.
This presentation provides basics of communication skills, both verbal and non-verbal, body language, how to handle questions and answers and other tips and techniques.
Counseling involves active listening skills like paraphrasing, asking open-ended questions, and using reflection. Non-verbal communication makes up 60% of messages conveyed, so counselors must be sensitive to body language cues. Effective counselors establish rapport, demonstrate patience and empathy, communicate in a non-judgmental manner, and exhibit authenticity. Counseling aims to help clients through problem solving by discussing problems and desired changes, considering solutions, deciding on a plan of action, and later evaluating changes.
This document discusses communication skills for healthcare professionals. It defines communication and explains its importance for diagnosis and patient satisfaction. The key elements of communication are described, including listening, probing, observing, and informing patients in a clear, concise manner. Barriers to communication like language and personal factors are outlined. Non-verbal communication, which conveys over 50% of meaning, is an important part of the overall communication process between healthcare providers and patients. Counseling and consultation skills are also summarized, focusing on building rapport, providing explanations, planning together with the patient, and closing the interaction successfully.
This document discusses communication skills for healthcare professionals. It defines communication and explains its importance for diagnosis and patient satisfaction. The key elements of communication are described, including listening, probing, observing, and informing patients in a clear, concise manner. Barriers to communication like language and personal factors are also outlined. Non-verbal communication, which conveys over 50% of messages, is an important part of the overall communication process between healthcare providers and patients. Counseling and consultation skills that utilize communication principles can help patients understand their conditions and make informed decisions.
This document provides guidance on effective telephone handling techniques for recruiters. It outlines best practices for telephone etiquette, including being courteous, clear, concise, and sensible. It then describes a call flow procedure involving call opening, probing the consultant, matching them to opportunities, confirming details, closing the call, and following up. Following this procedure and demonstrating good telephone skills can help recruiters have successful calls and build relationships with consultants.
Communication Skills – Telephonic Skills.pptxssuserbb990c
This document provides guidance on developing strong telephone skills for customer service roles. It discusses important communication concepts like active listening, avoiding common customer service problems, and telephone etiquette. The document also outlines best practices for calming upset customers, such as accurately identifying problems, confirming the customer's value, summarizing discussions, and concluding by affirming the customer. Throughout, it emphasizes speaking clearly, listening fully to understand customers, and maintaining a polite, professional tone.
The document provides an overview of techniques for influencing others and selling effectively. It discusses the psychology of communication through words, tonality, and physiology. It also outlines 10 filters that can help determine a potential customer's preferences to influence them to buy, such as focusing on pain vs pleasure, the future vs the past, and cost vs convenience. Values, emotion vs logic, and building rapport are emphasized as important for influencing others. Networking strategies are also summarized, focusing on helping others, developing expertise and credibility over time.
The document outlines the A to E counseling process model and provides tips for counselors. It discusses establishing the relationship through introductions, boundaries, roles, responsibilities and confidentiality. It emphasizes empowering clients to find their own solutions, using reflective listening, staying client-centered, and clarifying throughout. The B process identifies issues, explores their history and layers, while later processes work on action planning, implementation and closure.
Here are some key characteristics of bad listeners:
- They don't fully concentrate on the speaker and allow their mind to wander.
- They frequently interrupt the speaker and don't allow them to fully express themselves.
- They are too focused on analyzing and critiquing what is said through their own logical lens rather than understanding the underlying emotions.
- They hijack the conversation to steer it towards themselves by relating personal stories.
- Their goal is to rebut and argue against the speaker rather than understand their perspective.
- They are too quick to give advice without letting the speaker fully articulate or find their own solutions.
The most effective listeners remain fully engaged, don't interrupt, seek to understand the
This document discusses communication in palliative care. It defines communication and outlines types of verbal and non-verbal communication. It discusses skills for effective communication like listening, checking understanding, asking questions and answering questions. It also covers qualities needed for effective communication, barriers to communication, and considerations for communication with children and those with HIV/AIDS. Effective communication is important for providing quality palliative care.
The document discusses the qualities needed to be a good counselor. It lists several important qualities including patience, good listening skills, being observant, providing warmth, having knowledge, empathy, maintaining confidentiality and integrity. It also discusses counseling approaches and techniques including the GATHER model, which involves greeting clients, asking questions, telling information, helping clients explore options, explaining choices, and planning follow up. The document outlines the counseling process and different types of counseling such as marriage, education, rehabilitation, substance abuse and more. It emphasizes that counseling aims to help clients make effective decisions to positively change attitudes and behaviors.
Effective communication relies on strong interpersonal skills including active listening, confidence, clarity of speech, appropriate verbal and non-verbal communication, and proper greetings and body language. Barriers to communication such as noise, lack of attention, and physical obstacles can be overcome through closing windows, asking questions after speaking, making the presentation engaging, and removing distracting objects. Different types of questions like closed and open questions are useful tools that can gather specific information or encourage longer, more detailed responses to further understanding.
This document discusses various counseling techniques used by counselors. It begins by defining techniques as methods used efficiently to perform tasks. Some key techniques discussed include listening, responding, questioning, assuring, silence, and self-disclosure. The document then summarizes three major counseling techniques: 1) Directive counseling where the counselor plays an active role, 2) Non-directive counseling where the client plays an active role, and 3) Eclectic counseling which combines techniques from directive and non-directive approaches based on the situation.
The document summarizes Jean Piaget's theory of cognitive development. It describes Piaget's four stages of development: sensorimotor stage (birth to age 2), preoperational stage (ages 2 to 7), concrete operational stage (ages 7 to 11), and formal operational stage (ages 11 and up). It provides examples of cognitive skills developed at each stage, such as object permanence, symbolic thought, conservation, and hypothetical-deductive reasoning. The document also discusses Piaget's concepts of schemas, assimilation, and accommodation in cognitive development.
Social and emotional development in early childhood is critical for school readiness and involves developing skills like self-awareness, self-regulation, and the ability to cooperate with others. Attachment forms between infants and their caregivers through responsive interactions, influencing social and cognitive development. Temperament, referring to innate personality traits like activity level and adaptability, also impacts social development.
Marcia (1966) proposed four ego identity statuses that apply to adolescents based on Erikson's theory: achievement, foreclosure, moratorium, and identity diffusion. Foreclosers tend to have closer relationships with parents while identity diffuse students are more likely to respond to peer pressures. Levinson identified five stages of development across the lifespan: childhood/adolescence, early adulthood, middle adulthood, late adulthood. Vygotsky's sociocultural theory emphasizes that social interactions fuel development and the zone of proximal development refers to what a child can achieve with assistance versus independently.
- Erik Erikson developed eight stages of psychosocial development from infancy to late adulthood, with each stage building on the last and contributing to one's evolving sense of self.
- In the early stages, successful completion leads to feelings like trust, autonomy, initiative, and identity, while failure can result in outcomes such as mistrust, shame, guilt and role confusion.
- As people progress through the stages, their relationships with parents, peers and partners play an important role in developing self-awareness and a healthy self-esteem and worldview.
1. Language development occurs through a combination of nature and nurture, with children having an innate language acquisition device and learning through social interaction.
2. Key language milestones include babbling, first words, two-word phrases, and grammatical development between 1-3 years of age.
3. Girls have been shown to develop language skills slightly earlier than boys on average, with differences seen in brain activation patterns during language tasks.
Moral Development discusses how individuals develop morality from childhood onward through learned attitudes about right and wrong. It outlines Kohlberg's stages of moral development from pre-conventional to post-conventional morality based on concepts like justice, rewards/punishment, and societal rules/expectations. Piaget's stages of moral judgement in children are also summarized, moving from premoral to moral relativity based on rules.
This document discusses lifespan development with a focus on social and emotional development from infancy through adulthood. It covers topics like attachment, temperament, emotional development, self-development and regulation, and Erikson's stages of psychosocial development. Key findings discussed include the importance of secure attachment for development, the development of basic emotions and self-awareness in the first years, and the influence of parenting and temperament on social-emotional outcomes.
The document summarizes Jean Piaget's theory of cognitive development. It describes Piaget's four stages of development: sensorimotor, preoperational, concrete operational, and formal operational. The sensorimotor stage involves developing object permanence and imitation abilities from birth to age 2. The preoperational stage from ages 2 to 7 involves egocentrism, centration, and the development of symbolic thought and language. The concrete operational stage from ages 7 to 11 involves gaining the ability for logical and mathematical thought. The formal operational stage from ages 11+ involves abstract reasoning and hypothetical deductive thought.
The document describes physical and motor development from infancy through early childhood. Key points include:
- The brain grows rapidly in the first few years of life, reaching 70% of adult size by age 2 and 90% by age 5. Important developments include growth of neurons and myelination of the cerebral cortex.
- Fine and gross motor skills develop sequentially from head to toe. Important milestones include sitting, crawling, walking, and grasping objects. Most children achieve these milestones between specific age ranges.
- Motor development is influenced by both biological maturation and environmental stimulation. Lack of opportunities can delay development.
Physical development from infancy through late adulthood involves changes in size, proportions, and motor abilities. Growth occurs fastest in early life and again during adolescence. Puberty introduces sexual maturation as boys and girls transition to adulthood. Physical changes are influenced by genetics, hormones, nutrition, stress, disease, and culture. Proper nutrition, immunizations, safety practices, and emotional support promote healthy development across the lifespan.
The document provides an overview of developmental psychology and the genetic and environmental influences on human development from conception through adulthood. It discusses genetic foundations including DNA, genes, alleles, and patterns of inheritance. It also examines environmental contexts such as family, socioeconomic status, and prenatal influences including teratogens. Key stages of prenatal development and characteristics of newborns are outlined.
The document provides an introduction to a developmental psychology course, covering key concepts and approaches. It discusses the field of lifespan development, major theories including psychoanalytic, behavioral, cognitive, and sociocultural perspectives. Research methods like experiments, correlations, and longitudinal/cross-sectional designs are introduced. Challenges in developmental research like sampling issues and ethical concerns are also addressed.
- Whom? When? Where? What? How?
Definition of telehealth and Hot-Line Counselling.
Describe the potential benefits and risks associated with telehealth services.
Explain the role of professional ethics codes and guideline
Establishing an effective provision of mental health services via telehealth.
Resources
- Video recording of this lecture in English language: https://youtu.be/kqbnxVAZs-0
- Video recording of this lecture in Arabic language: https://youtu.be/SINlygW1Mpc
- Link to download the book free: https://nephrotube.blogspot.com/p/nephrotube-nephrology-books.html
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These lecture slides, by Dr Sidra Arshad, offer a quick overview of the physiological basis of a normal electrocardiogram.
Learning objectives:
1. Define an electrocardiogram (ECG) and electrocardiography
2. Describe how dipoles generated by the heart produce the waveforms of the ECG
3. Describe the components of a normal electrocardiogram of a typical bipolar lead (limb II)
4. Differentiate between intervals and segments
5. Enlist some common indications for obtaining an ECG
6. Describe the flow of current around the heart during the cardiac cycle
7. Discuss the placement and polarity of the leads of electrocardiograph
8. Describe the normal electrocardiograms recorded from the limb leads and explain the physiological basis of the different records that are obtained
9. Define mean electrical vector (axis) of the heart and give the normal range
10. Define the mean QRS vector
11. Describe the axes of leads (hexagonal reference system)
12. Comprehend the vectorial analysis of the normal ECG
13. Determine the mean electrical axis of the ventricular QRS and appreciate the mean axis deviation
14. Explain the concepts of current of injury, J point, and their significance
Study Resources:
1. Chapter 11, Guyton and Hall Textbook of Medical Physiology, 14th edition
2. Chapter 9, Human Physiology - From Cells to Systems, Lauralee Sherwood, 9th edition
3. Chapter 29, Ganong’s Review of Medical Physiology, 26th edition
4. Electrocardiogram, StatPearls - https://www.ncbi.nlm.nih.gov/books/NBK549803/
5. ECG in Medical Practice by ABM Abdullah, 4th edition
6. Chapter 3, Cardiology Explained, https://www.ncbi.nlm.nih.gov/books/NBK2214/
7. ECG Basics, http://www.nataliescasebook.com/tag/e-c-g-basics
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Rasamanikya is a excellent preparation in the field of Rasashastra, it is used in various Kushtha Roga, Shwasa, Vicharchika, Bhagandara, Vatarakta, and Phiranga Roga. In this article Preparation& Comparative analytical profile for both Formulationon i.e Rasamanikya prepared by Kushmanda swarasa & Churnodhaka Shodita Haratala. The study aims to provide insights into the comparative efficacy and analytical aspects of these formulations for enhanced therapeutic outcomes.
Integrating Ayurveda into Parkinson’s Management: A Holistic ApproachAyurveda ForAll
Explore the benefits of combining Ayurveda with conventional Parkinson's treatments. Learn how a holistic approach can manage symptoms, enhance well-being, and balance body energies. Discover the steps to safely integrate Ayurvedic practices into your Parkinson’s care plan, including expert guidance on diet, herbal remedies, and lifestyle modifications.
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2. Over View Introduction Telehelth or Hot-Line Counselling Whome, Where, When, What, How? Counselling Skills Crisis Managment Forms, Record Keeping Ethics Reference
3. Telehealth services in UK Sumaritans, the best-known telephone service over 40 years old The first UK Directory of Helpline was lunches in 1996 with 800 national, reginal and local services to follow accepted helpline standards for good practice
4. Telehealth activities may include: Using the telephone for crisis intervention Conducting telephone sessions with patients who are not able to attend in-person sessions for a period of time. Providing clinical services entirely by telephone to an individual in a different geographical area Using email for in between in-person session contacts with clients or with no in-person contact Providing services to an individual in a different location utilizing interactive televideo communications technolog
5. Different Interventions Traditional Interventions: Psychotherapy, Coching, Counselling, Telephone, Videoconferencing E-Therapy: Telethealth, Videoconferencing, Chat, Email Helpline: Telephone,
6. Benefits & Chalenges Accessibility, who lives anywhere Homebound Clients, may not wish to be seen by local counsellor Transportation Ultimate Power over the counsellors Confidentiality, Bounderies Training and Competency Crisis Managment Ethics
8. Challenges Loss of important non-verbal information including: Body language Eye contact Appearance Posture Grooming
9. What is Counselling by Phone A service whereby a trained counsellor works with a client, by telephone, to enable the client to explore personal situations, problems or crises in one-off or in an ongoing longer term theraputic relationship.
10. Who can give and receive telephone counselling Not all counsellors will find that they are able to work effectively on the phone; simply that the telephone medium does not suit them. Similarly, not all clients will find the telephone a comfortable medium.
11. How can they make a therputic relationship Some times must be taken, during a preliminary session parhaps, for bothe parties to get used to each other's voice tones, accent, patterns of speach and other aspects of contact which would be obviuosly or easily integerated if they met, such is visual impression of each other.
15. Advice Giving When the caller is offered a course of action to follow. In response to a question or a situation being explained by the caller, action can be suggested. Straightforward call with callers seeking advice,... If I were you I'd.... You must Can I have your details please Example: Children, elderlies...
16. Advocay Requeires the counsellor to answer the phone to support and to act on behalf of the caller. To be advocate needs to be able to knowlage of issue being discussed and be able to interperate or assess and know how to progress the inquiry.
17. Advocay Example: Child Abuse, Voilence Yes you can speack in confidence, but if you give us details of a child who is at risk, we have a responsibility to act to ensure the protection of the child. Wold you like to give me a general idea of what your concerns are? Explore how eurgent the concerns is, Be able to make judgment May encourage the caller to disclose more information and take action
19. Information Delivery of facts about the situation, in answer to a question or presenting circumstances. Friendly tone of voice, yet not engaging in any in-depth conversation. Access to the information Example; Centre's services, workshops I'd be pleased to help you... Where you wanting to know about anything else? Yes, of course. We run a group ...
20. Support Involves responding with empathy. Some have this ability naturally It can not be taought. But training anables to develop an awareness of the natural instinct and how to use it with client. To be able to be alongside someone without jumping in to an offer sympathy. Skills to listen, empathise with caller Provide factual information for furthur help
22. Support Example: Depression, Stress Yes, I am Mali. How can I help? It is very hard to be toled ... and there can be a lot of things to think about... It is very difficult time... may I know.. Mm... it is ok. Take your time Many people find it helps to talk to someone else who's had it.
23. Support The supporter has to identify with the caller situation. Share his/her from own experiance Provide a safe environment Not to interaupt the caller Let the callr to release the emotions No pressur Acknowledging the feelings they have
25. Befriending This more looking for emotional support giving unnconditionaly by one human being to another. Active listening skills Encorage to talk further if they wish No judgement, prescribtion, analysis or advice. Absolutely confidential
26. Integrative skills The counsellore must be appropriately trained in order to be able to move comfortably between the services for specific parameters such as ciris intervention, support, information or advice giving. Therefore, the terms of telephone counselling may means a service which has an active listening and supportive focus, provides factual information or a combination of any of these.
27. Important Abusive or difficult callers: They might call because they are lonely, isdolated, or wish to talk...They prevent genune callers from reaching the service Who does this service seek to help? How and why? For whom is this service inappropriate and why? Counsellor should has enough integrity to provide a high quality service
29. Skills and Attitudes Of course, having the skills alone does not make for a good telephone counsellor. Other factors like, voice, pitch and tone of voice, environment etc... are important. Also there are some challenges like lack of visual contact means it is very easy to believe in all that client says. The counsellor own fantasis might be examined in supervision. Counsellor needs to be aware about his/her usual telephone manner or behavior .
31. Telephone Counselling Skills Assesment Skills: The most Important part of the work. Counsellor's level of performance during a session is relates to the accuracy with which the counsellor conceptualises the issues raise during the session. It is not a case of being able to diagnose; it is essential to be able to use assessment in an interactive way with client
32. Telephone Counselling Skills Assesment Skills: using more questioning than face to face that the client is clear about the purpose of the session. The counsellor has to introduce the client in to the counsellor's style of working; not in-depth
34. Telephone Counselling Skills Welcoming the Client: Making a good relationship or a risk! If the counsellor's tone, words, pattern of speach or accent are very different from what the cleint expect. Listen to the client greeting and if possible adapt language or tone. (Singlish) Extra care and attention to the first few seconds of the call can make all the difference to the rest of the session.
35. Telephone Counselling Skills Welcoming the Client: Do not rush! It makes the client out of the track Pick up the call State Greeting Your Name Organization name Pause
37. Telephone Counselling Skills Listening and Responding Skills: Interactive Approche Extra listening skills to cover the lack of visual contact Unsaid: what is not openly expressed Ask more open questions, reflect, paraphrase and summarise. Not to push the client to your way Minimal encouragers; mmm, yes, I see, Go on, aha
38. Telephone Counselling Skills Listening and Responding Skills: Alow time for the client to finish thinking or discribing without jumping to finish... Listening to silence; Actual words spoken, slang, pitch and tone of voice Sound may seems stronger over the phone Imagined picture and mind's eye
39. Telephone Counselling Skills Listening and Responding Skills: When to intrupt the client; repeating, clients seems to be confused, Can we just go back Direct questions; back ground noise,
41. Telephone Counselling Skills Understanding Silences: It might be necessary for the counsellor to break them in some way or it could somethins be necessary to leave them to be. Silence seems longer Experiance; indevidual 's style and relationship It may result in anxiety for the client
42. Telephone Counselling Skills Understanding Silences: Telephone is safe and easy to releave, but some times it is new for some people to express their feelings, thoughts etc... No jugement it would be easier to break the silence Go to what has been already said, last issue, reflecting the session or providing a clue for what might be the reason of silence
44. Telephone Counselling Skills Recognising and responding to feelings: If there is no obvious clues such as crying, how can a counsellor pick up on a client's feelings? Listening for sighs, pauses, hesitations, Tone and pitch of voice Rushed tone Do not intrupt the flow of emotions, it might be faster and deeper than face to face
46. Telephone Counselling Skills Recognising and responding to feelings: Reassure the client that is O.K to express the emotions and that the counsellor will wait. Angry client may displace the anger and defensive counsellor may fuel the client's fire. Counsellor awareness about his/her reaction, tone and pitch of voice,...
48. Telephone Counselling Skills Trancfrence & Fantasy: Medium of telephone lends itself to assumptions, judgments and projections of which the counsellor must be constantly aware. Counsellor's perceptions of client's situation and avoid adding their own views or feelings, continuing insted to work with the client's interprat Relate to the previous client and project inaccurate impression or fals assumption.
49. Telephone Counselling Skills Trancfrence & Fantasy: Several clients with similar issues; differenriate between all the clients, respondingto each individual, unique and distinct from anyone else. Too busy counsellor
51. Telephone Counselling Skills Time Keeping: It is one of the key bounderies. Session ending, client and counsellor feelings, hurry, boring, Session endings can give rise to many difficulties or fantasies if they are not handled carefully. It is very improtant to tell the client when the session is drawing to a close, 5 mins warning, 2 mins,...
52. Telephone Counselling Skills Time Keeping: Should decide beforehand and not to have an open-ended session Ongoing and developing relationship must have clear parameters, such as length of a session etc...
54. Telephone Counselling Skills Developing a Relationship: Building and increasing the intensity of the contact by not interrupted by external distractions. Literally Mouth to Mouth and not Face to Face Use of the handset and hands-free; echo, distracttion, moving away. Skill of hearing unsaid and being aware of onself; projection, assumption
55. Telephone Counselling Skills Developing a Relationship: All the attention is devoted to the telephone and the person at the other end of the connection. Bond of Trust; level of attention and focus A key issue for developing a client-counsellor relationship is that of the client feeling valued. Counsellor needs to be aware of what might be interpreted as rejection
57. Telephone Counselling Skills Confidentiality: The question of when must be very clear for the client. How to deal with a telephone client who expresses suicidal feelings? Training, relationship, or ask the client what they would like you to do; Clarke and Fawcett reviewed risk factors and 10 spes for detecting and guiding suicidal attitude. Be aware and Prepare of the posibility, Anxiety, Supervision
59. Telephone Counselling Skills Personal & Social Skills: Tone of voice, pitch, and speed of talking, counsellor accent and words used will quickly convey an impression on the clinet. Ovehrearing others on the phone with a child, business, close friend; expression of the emotion etc... A warm friendly manner is essential in order to offer a welcome. Counsellor's feelings; tiredness, stress, pressure
60. Telephone Counselling Skills Personal & Social Skills: Not too jolly, too friendly, too common, too eager, the client may put off. Professional voice, soft or low which not exhabit the emotion on any level. It may possible to get along with the client. Not commercial, but up-beat professional counselling tone. Be Confident Be Honset
62. Telephone Counselling Skills Working Conditions: Working from home, any one answers your phone? Seperate number, Reduce Background Noise, counselling must be in a quiet room. Alone and undisturbed. Same discipline if working face to face. The counsellor priority is the client and the session is not disturbed
63. Telephone Counselling Skills Working Conditions: Working from office, to be alone, or partitioned-off area, reduce the background niose. A break before another client Able to walk around
65. Telephone Counselling Skills Taking Notes: Experienced helpline report the distressed callers often have extremely acute hearing, so the movement a pen can be detected and can highten anxiety. Why you are writing things down? Keeping notes and records with regards to confidentiality needs to be clear. Jot notes about the session as soon as it is over
66. Telephone Counselling Skills Taking Notes: Can be used for supervissionperposes,the reviewing with the client themself. Copious note taking certainly affects the concentration and the client will soon pick up on this.
68. Telephone Counselling Skills Awareness: Awareness of projection and transference and the possible impact of these on the sessions, together with awareness of personal working conditions. Work without the guidance of visual clues. It stimulationg to learn how to listen more acutely. Itis not only interesting but it enhances listening skills in face to face practice too.
69. Telephone Counselling Skills Awareness: If you find that you can not literally understand each other's words/mode of speech, it is your responsibility to suggest alternative sources of help for the client. The counsellor must be aware of her/his feelings and dealing withe different issues.
70. Telephone Counselling Skills Awareness: One example is in the area of sexuality and sexual practice. Anne L. Horton considers how some counsellors own ignorance, embarrassment or and sexuality can lead to clients feeling rejected and discouraged from seeking help.
71. Telephone Counselling Skills Awareness: Either the counsellor's or the client's religious beliefs, attitudes towards disability, or towards older people or young people etc... can influence whether or not they are able to work effectively together.
72. Resources Online Continuing education, Zur Institute, LLC http://ww.zurinstitute.com/ Counselling by Phone Maxine Rosenfield