Transcript COMMUNICATION

COMMUNICATION
4 ELEMENTS THAT INFLUENCE
RELATIONSHIPS WITH OTHERS
PREJUCICES
FRUSTRATIONS
ATTITUDES
LIFE EXPERIENCES
BARRIERS TO COMMUNICATION
LABELING
SENSORY IMPAIRMENT
TALKING TOO FAST
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.
How Do You Become a Good
Listener?
Show interest
Hear the message…repeat what you
think you heard
Do not interrupt
Takes patience.
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.
Assertiveness Inventory
label paper 1-24 answer true/false
1. I know what my good points are and I tell
others what they are.
2. I like to make myself look good and
sometimes tell others unrealistic stories
to make me look better than I am.
3. Defending myself and expressing my
feelings makes me fell uncomfortable.
4. Sometimes I make other people feel
unimportant, afraid or stupid.
5. I let others get their way because I don’t
like to make a scene.
6. I usually feel that my views and feelings
are not important to others.
7. Others/ rights are not important to me.
8. I am careful not to abuse or be cruel
when telling others that I do not agree
with them.
9. I usually take as much as I can from
others even when it is unfair.
10. I receive compliments and thank the
other person for the comment.
11. It is easier to say yes than no, even
when I’d rather say no.
12. Other people tell me I make
unreasonable request of them.
13. I defend my rights, and I let others do the
same.
14. I usually try to be the center of
conversation.
15. I don’t like to ask others to do things.
16. I start and carry on conversations without
discomfort.
17. It is difficult for me to tell others what my
good points are.
18. I usually do not insist that my rights be
respected.
19. I usually ask for what is mine.
20. I listen to criticism without acting
defensive.
21. When I am angry or criticizing others, I
tend to assault them physically or
verbally to get my point across.
22. It is easy for me to say positive things
about others.
23. When I know I am right it doesn’t matter
if I hurt someone’s feelings
24. When I get my way in a conversation I
usually feel good, but later I feel guilty.
OKAY…TALLY THEM UP!
UNASSERTIVE
3
5
6
11
15
17
18
24
ASSERTIVE
AGGRESIVE
1
8
10
13
16
19
20
22
2
4
7
9
12
14
21
23
NONVERBAL COMMUNICATION
EYE CONTACT.
FACIAL EXPRESSIONS
GESTURES
TOUCH
VERBAL COMMUNICATION
SPOKEN
TONE AND LANGUAGE
WRITTEN
Spell correctly, use proper grammar
write clearly
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.
FIX THIS!!
Whats your name?
What did you say?
What do you want?
HUH?
Smile while on the phone
People can “hear” a smile!!
When taking a message record these
4 things
Name
Number
Date/time
Complete message
What four senses are used in
evaluating a situation?
SIGHT
SMELL
FEEL
HEARING
TASTE IS NOT USED!
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.
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.