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7. Communication

7. Communication . Ship & the Sailor . What is Effective Communication? . “Sending a message that is well understood by the receiver, as intended by the sender”. Principles of Communication . Active listening Words Tone Non Verbal

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7. Communication

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  1. 7. Communication

  2. Ship & the Sailor

  3. What is Effective Communication? • “Sending a message that is well understood by the receiver, as intended by the sender”

  4. Principles of Communication • Active listening • Words • Tone • Non Verbal • Telephone

  5. A. Active Listening • Eye contact • Don’t disturb the flow • Show interest with appropriate facial movements • Paraphrase; make sounds of understanding & encouragement

  6. B. Words • Language • Clear • Simple • Suitable • Good words • Bad words

  7. C. Tone • “Full option” • Caring • Confident • Authoritative • Suitable

  8. D. Non Verbal • Presentation • Posture • Eye contact • Breathing • Associated movement

  9. E. Telephone • Most important equipment • for the life of an organization as air to humans. • Most sensitive equipment • Can break or make the organization in seconds • Mostly used equipment • More situations • Needs continues improvement • New technology

  10. E. Telephone • Preparation • Using • Review

  11. Equipment Know your telephone Use all the facilities Seek for more facilities Support Documents Note book, Pencil Information list people, places, services Emergency numbers TP. Protocol Before dialing a number Have the correct number Have the necessary documents in hand Know the name and the designation of the person Importantly how to address him Write down the questions you want to ask E. Telephone – Preparation

  12. E. Telephone – Using DOs • If you answer the phone answer within three rings • Greet : appropriate time – good day ! • Identify your self – name , designation , institution • Tell the delays ;” That line is busy sir , could I call You back?” • Then ask for the person you need to contact

  13. E. Telephone -Using DOs • Follow the guideline • If there is a delay , give your number to contact • Thank the person • Use the best tone “ Fairy Nurse to a the devil” • Always smiling , cheerful face

  14. E. Telephone –Using “Good day ! This is Government hospital A, Admission unit , I am Nanda , I am an attendant , May I help you Sir / madam !” “Yes sir, can you hold on a second please!....Sir she is with a patient & may take more than15 minutes can I take a message please.” “ I am extremely sorry sir, according to the hospital policy, we are not allowed give patient details by Telephone and you can visit the hospital and get necessary information. My number is 077332451 please call me when you are in the hospital , thank you!

  15. E. Telephone –Using • Don’ts • Ask who is speaking • Leave the line open • Unattainable promises • Eat drink or chew • Lose your temper • Rude on termination like Slamming the phone

  16. E. Telephone –Reviewing • Self recording • Group recording • Routine checks • Listen carefully • Tone , words used, start & end , greetings • Tone of the reviver • How could you do it better ? • Follow the protocol • Continuous improvement

  17. Thank You !Have a Nice Day!

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