COMMUNICATION

1. COMMUNICATION

2. 4 ELEMENTS THAT INFLUENCE RELATIONSHIPS WITH OTHERS • PREJUCICES • FRUSTRATIONS • ATTITUDES • LIFE EXPERIENCES

3. BARRIERS TO COMMUNICATION • LABELING • SENSORY IMPAIRMENT • TALKING TOO FAST

4. ELEMENTS OF COMMUNICATION • MESSAGE-what you want to convey • SENDER-someone has to want to send a message • RECEIVER-if noone is there to receive the message the message is incomplete.

5. How Do You Become a Good Listener?

6. Show interest • Hear the message…repeat what you think you heard • Do not interrupt • Takes patience.

7. Types of Communication • Unassertive…allows others to take control • Assertive… does not take power or authority away from others, empowers individuals to speak up and be heard. • Aggressive…occurs when power is taken away from others and communication breaks down.

8. Assertiveness Inventorylabel paper 1-24 answer true/false • I know what my good points are and I tell others what they are. • I like to make myself look good and sometimes tell others unrealistic stories to make me look better than I am. • Defending myself and expressing my feelings makes me fell uncomfortable. • Sometimes I make other people feel unimportant, afraid or stupid.

9. I let others get their way because I don’t like to make a scene. • I usually feel that my views and feelings are not important to others. • Others/ rights are not important to me. • I am careful not to abuse or be cruel when telling others that I do not agree with them. • I usually take as much as I can from others even when it is unfair. • I receive compliments and thank the other person for the comment.

10. It is easier to say yes than no, even when I’d rather say no. • Other people tell me I make unreasonable request of them. • I defend my rights, and I let others do the same. • I usually try to be the center of conversation. • I don’t like to ask others to do things. • I start and carry on conversations without discomfort.

11. It is difficult for me to tell others what my good points are. • I usually do not insist that my rights be respected. • I usually ask for what is mine. • I listen to criticism without acting defensive. • When I am angry or criticizing others, I tend to assault them physically or verbally to get my point across.

12. It is easy for me to say positive things about others. • When I know I am right it doesn’t matter if I hurt someone’s feelings • When I get my way in a conversation I usually feel good, but later I feel guilty. OKAY…TALLY THEM UP!

14. NONVERBAL COMMUNICATION • EYE CONTACT. • FACIAL EXPRESSIONS • GESTURES • TOUCH

15. VERBAL COMMUNICATION • SPOKEN • TONE AND LANGUAGE • WRITTEN • Spell correctly, use proper grammar write clearly

16. Guidelines for Taking Incoming Calls • • Answer the phone by the third ring. • • Smile when you answer the phone. • • Identify your department or office. • • Identify yourself, and give your title. • • Speak clearly. • • Be courteous. • • Be confident. • • Be patient. • • Thank caller for returning the call. • • Get as much information as possible. • • Ask for assistance if needed. • • Give the caller other options before placing him or her on hold. • • Always read the message back to the caller.

17. FIX THIS!! • Whats your name? • What did you say? • What do you want? • HUH?

18. Smile while on the phone • People can “hear” a smile!! • When taking a message record these 4 things • Name • Number • Date/time • Complete message

19. What four senses are used in evaluating a situation?

20. SIGHT • SMELL • FEEL • HEARING • TASTE IS NOT USED!

21. OBJECTIVE VS. SUBJECTIVE • SUBJECTIVE CAN NOT BE SEEN… • IDEAS • THOUGHTS • OPINIONS • EXAMPLE…PATIENT COMPLAINS OF PAIN • YOU CAN NOT SEE PAIN • YOU CANT FEEL THEIR PAIN • YOU CANT SMELL THEIR PAIN • YOU CANT HEAR THEIR PAIN.

22. OBJECTIVE… • IF YOU CAN SEE IT SMELL IT TOUCH IT OR HEAR IT …IT IS OBJECTIVE. • YOU CAN SEE A CUT OR HEAR A COUGH.