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Communication & Customer Service
- 1. Communication & Customer Service Hospice by the Sea
Notas del editor
- 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%.