Communication Flashcards
three parts of communication
Sender, Message, Receiver
types of communication
Verbal, Non-verbal, written
65%-93% of all communications
non-verbal
types of non verbal communication
Kinesics, Proxemics, Touch
personal space
proxemics
the study of non verbal communication
kinesics
0-2ft(0-60cm)
intimate distance
2-4ft(60cm to 1.5 meters)
personal distancce
4-12ft (1.5 meters to 3 meters)
social distance
> 12 ft (>3 meters)
public distance
used when we come into physical contact with other people
haptics
the first sense to develop in the fetus
touch
a conversion that involves positive steps through feedback to ensure that the listener is interpreting what the speaker is trying to say
active listening
a face to face interaction. focuses on the physical and emotional well being of a patient
therapeutic communication
disregards ones own rights and needs
tends to put other peoples needs ahead of their own
passive
lack of respect for the needs and rights of others, expresses feeling and thoughts with no regard for others (bull dozers)
aggressive
ability to confidently and comfortable express your thoughts and feelings while still respecting the rights of others
assertive
the ability to tell somebody your honest opinion without hurting his/her feelings
tact
making a concession or giving something up in order to reach a happy medium
compromise
the process of communication in which every individual matters and all their needs matter equally
collaboration
paraphrasing and restating both the feelings and words of the speaker
reflective communication
main principles of reflective listening
- listening before speaking
- deal with personal specifics, not impersonal generalities
- decipher the emotions behind the words, to create a better understanding of the message
- restate and clarify how you understand the message
the glue bonding between people
warmth
makes other people feel cared for and worthwhile
acknowledges the other person’s right to be treated with dignity and consideration
respect
sending a picture of the real you
genuineness
putting yourself in the other person’s place expressing what it feels like to be there and the reasons for it
empathy
4 types of empathy statements
- reflection
- validation
- normalization
- support
describes an emotion that is observed
reflection
accepts and validates a persons emotions
validation
statement to show normalize and show respect in a persons emotion or behaviour
normalization
statement that expresses personal willingness to support
support
the ability to find the funny in a situation
humor
puts people on the defensive
reinforces negative stereotypes
negative humor
a small number of people with complementary purpose, performance goals and approach for which they hold themselves mutually accountable
team
a group of individuals in an organization share a strong sense of common identity
team cohesion
Beyond giving the customer what he wants, but also fulfilling the multitude of less obvious needs
Service
Six basic customer needs
- Friendliness
- Understanding and Empathy
- Fairness
- Control
- Options and Alternatives
- Information
Most basic of all the needs — and it is usually associated with being greeted politely and courteously
Friendliness
Customers need to feel that their circumstances and feelings are appreciated and understood by the serving person
Understanding and Empathy
All customers want to feel that they are being treated fairly and without prejudice
Fairness
Customers need to feel as though they have an impact on the way things turn out
Control
Exploring with them what their needs are, gives you the opportunity to come up with an alternative solution
Options and Alternatives
Provide as much information so the customer is able to make an informed decision
Information
Answering the phone
- Answer the phone in 3 rings
- Greet the caller
- Give your name
- Ask the customer if you can help
Putting someone on hold
- Ask if you may put them on hold
- Wait for a response
- Tell why they are being put on hold
- Give a time frame — 60 sec = short waiting time. 1-3 mins = too long
- Thank customer for holding after returning to the line
Taking a message
- Explain the absence in a positive light
- Inform the called of availability of person before asking for the callers name
- Give estimated time of a person’s return
- Offer to help the caller yourself, take a message or transfer to another party
- Write down all important information
Ending the call
- Repeat actions ti be taken
- Ask if you can do anything else
- Thank customer for calling
- Let the customer hang up first
- Write down important information immediately
Transferring a call
- Explain why the customer is being transferred, and to whom
- Ask if he/she minds being transferred
- Make sure someone picks up the call
- Give customer’s name and nature of call
