Transcript Customer Service

Its all about what you say and
how you say it
Sharon Conner MSN, RN, CMSRN
INTEGRIS Health
Nursing Education and Research
Communication
Communication is defined as:
Exchange of Information: the exchange of information
between people.
Methods of Communication:
Speaking
Written
Sign language
Non-Verbal
It what you say, how you say, and
how you act when you say it
60%
10%
30%
Stages of Communication
Barriers to Communication
The message:
–
–
–
–
Too long, too fast
Unorganized
Errors
Poor verbal and body language
Other barriers
–
–
–
–
Cultural
Environmental
Situation
Language
Overcoming the Barriers
Shorten the message and slow down your delivery
Organize your thoughts before you have that conversation
Make sure the information is accurate
Pay attention to your tone, body language and words that you use
Be sensitive to other cultures.
Give time for the person receiving the message to convert it into
their language and then back into English
Make sure the environment is conducive. Meaning that it is not too
noisy or filled with distractions
If it is an emotionally charged conversation allow time for the
expression of feelings and that the conversation can not be heard by
others
Listening is the key to good
communication!
Become an active listener:
– Pay attention to the speaker
Look at them directly
Put aside distracting thoughts. Do not mentally
prepare a rebuttal
Avoid outside distractions
“Listen” to the speakers body language
Listening is the key to good
communication!
Show that you are listening
– Nod occasionally
– Smile and use other facial expressions
– Have an open and inviting posture
– Use comments like “yes”, “uh huh”, “go on” to
encourage the speaker to continue
Listening is the key to good
communication!
Provide feedback
– Take a few moments to reflect what is being
said
– Paraphrase what is being said. “What I am
hearing…” “Sounds like you are saying..”
– Ask questions to clarify certain points.
Listening is the key to good
communication!
Defer Judgment
– Interrupting is a waste of time
– It frustrates the speaker
– Limits full understanding of the message
Instead
– Allow the speaker to finish
– Don’t interrupt with counter arguments
Listening is the key to good
communication!
Respond appropriately
– Be candid, open and honest with your
response
– Assert your opinions respectfully
– Treat the other person like you want to be
treated
Communicating with the Hearing
Impaired
When talking to someone who is hearing
impaired make sure you do the following:
– Make sure they can see your face when you
are talking with them.
– They often rely on interpretation of your facial
expressions.
– Minimize background noise.
– Do not have gum or candy in your mouth. This
distorts your enunciation of the words.
Communicating with the Hearing
Impaired
If your patient is deaf:
– Access the TTY phone (see handouts)
– Sign Language interrupters
– Use pen and paper
Susie Sunshine
Mrs. Ohno was admitted to your unit 3 days ago
with a broken hip. She had fallen at home and
laid in her kitchen for 4 hours before her
daughter Lisa Imhere found her. Lisa has visited
everyday and has spoken with the physician and
social worker about her mother’s care. Susie
Sunshine is her other daughter who lives in
California. Lisa has realized for that a time
would come when her mother would no longer
be able to stay by herself. However Susie has
not been home for the last 2 years. Susie calls
today to check on her mothers condition.
The phone rings and you answer by
saying “This is _____ on 12th floor how
may I help you?” The caller says “I want to
know how my mother is doing.”
How would you respond?
Susie states “What do you mean you can’t
tell me what type of medication she is on?”
How would you respond? What would you
do?
Susie Sunshine has flown in from
California to see her mother. It is 9:30 and
Susie wants to know why her mother has
not had a bath for two days?
How do you respond/what would you do?
Susie stops you in the hallway and in a loud voice
she tells you that she is not happy with her
mother’s care. “What kind of place is this! I would
not put my dog in here I don’t care how good my
sister says you are”
What would you do immediately?
Why do you think Susie is acting this way?
Mr. A
Mr. A has been admitted to your unit for a cardiac work up. He is a
partner in A to Z law office. He has a history of smoking 2 packs day
and has a scotch and water every evening. You are helping to pass
trays. When you enter Mr. A’s room with his tray he says in a loud
gruff voice “Listen hon I am not wanting to be disturbed from 9:30 till
1:00 I have a conference call and my paralegal is coming up to work
on some briefs. Could you deliver a pot of coffee around 10:00. Oh
and I am going to need some note pads and ink pens”
How does his comments make you feel?
How would you respond?
This is day 3 of Mr. A’s stay. He has the reputation of
being difficult, demanding and bossy. This is your first
day to take care of him. You were told in report that
treats everyone as if they are his personal maid and by
the way he is a lawyer.
What do you think is causing his behavior
How do you plan on taking care of him for the next 12
hours?
What do you plan to say to him when you enter his
room?