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03.03.2014 admin
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Communication skills include both verbal and non-verbal messages that people use when interacting with others. Nobody likes to be sick, and when some people are, they can be quite difficult to deal with since it becomes a barrier to communication.
Healthcare professionals need excellent communication skills when dealing with difficult patients. Using effective communication skills makes it much easier to accomplish such tasks as obtaining medical histories, performing physical examinations and administering treatments.
Take into account your patient’s cultural background when communicating with them, whenever possible. In the end, as healthcare professionals, we must put ourselves in the other person’s place when communicating with them and try to understand why they are behaving the way they are and what we can do to help them feel a little better.
Finally, continue to look around this website for other ways to learn to improve your communication skills and the keys for effective communication.
Your website is nice and helpful especially to medical students because the communication skills can be applied to patients and other aspects of life. While nurse-to-patient communications is vital, the same could be said for nurse-to-nurse communications.
Communication Style Self-Assessment Quite simply, some people just seem to 'have it' don't they! When I have to deal with someone in authority, I find it difficult to look them directly in the eye. Rather than confronting someone about an issue, I would rather give them the cold shoulder or drop hints to other people that I am not happy. Before taking a look at the results of your quiz, let’s familiarise ourselves with the different styles of communication.
How direct we are in expressing our views, wants and opinions – some people can be very direct or blunt and others less so – we might imply or infer. The thought or consideration that the sender of the message gives to the opinions, wants and needs of the recipient. In psychological terms each participant in the communication process ends each communication as either a winner or loser. I am direct in expressing my needs, desires and opinions giving little or no thought to other people’s.
In this communication style, psychologically, the aggressive communicator wins but the other communicator loses.
I indirectly make sure that others are aware of my needs, desires and opinions and give little or no thought to theirs.
Using this communication style, psychologically, the passive aggressive communicator wins but the other communicator loses.
I do not express my needs, desires and opinions directly and I put others’ needs above my own.
Using this communication style, psychologically, the passive communicator loses and the other communicator wins.
I clearly and directly express my needs, desires and opinions in a way which is considerate of others. Finally, in this communication style, psychologically, we end in a win, win scenario, for both sides within the communication process. Your highest score represents the communication style you tend towards most of the time, in your working environment. New Line Ideas offers practical, implementable solutions that can help both you and your team achieve much greater effectiveness in the area of communication, whether within teams, across hierarchies or in customer and client contact.
To benefit from an informal discussion on how New Line Ideas can help you achieve long lasting results, please contact us today. Try our Customer Service skills quiz to see how well developed your skill-sets are in this vital area of business.
Try our Motivational Methods quiz to see if you are giving yourself or your team the edge needed for rapid goal achievement.


Overview - Understanding the Use of Communication in Customer ServiceThe content of this course has been mapped to the underpinning knowledge within the following unit on the Qualifications and Credit Framework (QCF): Understand the use of communication in customer service – Level 2. This online training course has been developed to provide learners with the knowledge and understanding needed to provide good service to their customers, and can be used either as a standalone course, or used to compliment face-to-face training such as role play.
Understand when communication with a customer should be referred to someone else within the organisation.
CertificationOn completion of this course you will be able to print a Virtual College certificate. DurationWith approximately 64 interactive screens, it is estimated that this course will take approximately 1 – 2 hours to complete (depending on learning speed).
At Virtual College we are extremely proud of our e-learning products, and also of the Learning Management System that we use to deliver them. We also pride ourselves on customer service; and on completion of each course the learner is invited to complete a feedback questionnaire. The Virtual College logo is a UK registered trademark UK00002593539 of Virtual College Limited. Definition: The 7 C’s of Communication is a checklist that helps to improve the professional communication skills and increases the chance that the message will be understood in exactly the same way as it was intended. Concrete: The communication should be concrete, which means the message should be clear and particularly such that no room for misinterpretation is left. Consideration: The sender must take into consideration the receiver’s opinions, knowledge, mindset, background, etc. Courteous: It implies that the sender must take into consideration both the feelings and viewpoints of the receiver such that the message is positive and focused at the audience. January 18, 2012 by Michael Spremulli Leave a Comment When people communicate face to face, they deliver messages on three channels. If effective communication is broadcast on three channels of Visual, Vocal, and Verbal, then CriteriaOne DISC is the TV Guide. This article originally appeared in The Total View, a weekly online newsletter that focuses on hiring, management and retention strategies.
All program and training activities incorporate positive youth development principles that include healthy messages, skills development for young people and strengthening resiliency behaviors within a safe and structured environment. Staff guides youth through a series of activities that teach interpersonal and communication skills. Adults are encouraged to approach young people with a mindset of acceptance and understanding, with the goal of supporting their development into positive, productive, contributing members of the community. Youth-serving professionals examine the interconnectedness between risky behaviors and adolescent sexuality. Health educators, teachers, nurses, physicians, social workers, drug and alcohol counselors, after-school staff, juvenile services, colleges and universities, etc. Community-based organizations, religious and faith-based organizations, foster care, substance abuse and treatment, after-school programs, citizens groups, civic groups, voluntary organizations, fraternities and sororities.
Departments of Health, Education, Social Services, Juvenile Services, Housing Workforce Development, etc. These messages can include such things as words, phrases, facial expressions, sign language, body language, gestures and voice tones. This is because they help to build and maintain strong relationships between both healthcare professionals and patients, and healthcare professionals and their associates.
Nobody likes to feel ignored and patients and their families can become quite upset if they feel they are not being heard or attended. Make sure that if you hold a patient’s hand in sympathy, for example, that it is not considered an inappropriate gesture in his or her culture. My name is Melissa and I have built this website to help you improve your communication skills. Nearly all of the feedback is extremely positive, and below are some of the quotes we've received. The purpose of the communication should be clear to sender then only the receiver will be sure about it. All the facts and figures should be clearly mentioned in a message so as to substantiate to whatever the sender is saying.


The sender should avoid the lengthy sentences and try to convey the subject matter in the least possible words.
The message should not be biased and must include the terms that show respect for the recipient.
Most people believe it is the words you use that differentiate good from bad communication. This is the second most popular channel, especially with so many people communicating long distance and telecommuting these days. That’s a great question and the answer depends on the channel that the customer uses. Adults are challenged to change their perception of youth: negative expectations become a self-fulfilling prophecy for youth and a address the cultural acceptance of teen pregnancy within the community.
Some of them are even unwillingly brought to healthcare facilities by their family or friends. When medical personnel know how to communicate well with patients, they can better achieve their goal of treating and helping them. If you were unable to do as you had promised, then give them an explanation why it was not possible or ideal for their situation.
This is especially so if a patient’s diagnosis is more complicated and harder to understand. I usually hate going to hospitals or clinics because the nurses will just do things to me without explaining why or what they were doing. In fact, non-verbal methods account for 50-80% of all human communications and can include for example; body language, appearance, posture or facial expressions.
The system will record your progress throughout.Target AudienceAlthough developed for those undertaking the Level 2 Understanding the Use of Communication in Customer Service, this course is also suitable for anyone who is seeking training in customer service and customer care. Unlike many quotes you see on the internet, these are all entirely genuine and unsolicited. The message should emphasize on a single goal at a time and shall not cover several ideas in a single sentence. The complete information gives answers to all the questions of the receivers and helps in better decision-making by the recipient. The short and brief message is more comprehensive and helps in retaining the receiver’s attention.
Likewise, if you want to gain the attention of others, you must be able to identify and tune into the right channel of your audience. Loud and soft, fast and slow speech all impact the impression you make on others and how likely they will want to listen to what you have to say. By understanding the DISC model, presenters can quickly assess their audience and tune into the appropriate visual, vocal, and verbal channels so the intended listener tunes in and stays tuned. Wolfe, president of Success Performance Solutions and is distributed with permission by The Chrysalis Corporation. Verbal communication consists of two primary types, speech and writing, both of which are skills that must be mastered to avoid communication breakdowns. The correct messages have a greater impact on the receiver and at the same time, the morale of the sender increases with the accurate message.
In fact, some research says that less than 10 percent of effective communication is driven by the words you use. Your posture, your facial expressions, your eye contact all determine how quickly another person will turn you off or engage with you.
Subscribe for FREE to The Total View by typing your e-mail address in the newsletter sign-up box on the right side of this page. A majority of people tune you out and never hear your words when you don’t first broadcast your message on the right channel.



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