Transcript Unit B- Client Communication

Unit B- Client
Communication
The Communication Model
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Sender: Originates the message
Receiver: Hears or takes in the message
Message: Information to be transmitted
Medium: form of the message. Ex: Verbal,
written, non-verbal actions, etc.
Feedback: Response from the receiver.
Five Senses For Observation
Look for all visible signs of a problem
 Hearing
 Sight
 Touch
 Smell
 Taste
Subjective vs. Objective
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Subjective: Can’t sense the problem, must
rely on others.
Objective: You are able to see the problem
and rely on yourself
Verbal and Nonverbal
Communcation
Verbal Communication
♦Spoken
♦Written
Nonverbal Communication
♦Eye Contact
♦Facial Expression
♦Gestures
♦Touch
Definition of Culture
Culture is the commonality among individuals and
groups:
 Basic Beliefs
 Moral/ethical codes of behavior
 Values
 Language and communication styles
 Customs, reflected in feats and celebrations
 Clothing
 Grooming
 Rituals
Taking Messages
Always include
 The caller’s name (ask for correct spelling if
necessary)
 The caller’s phone number and area code
 All of the information that the caller gives
(read the message back for accuracy)
 Allow the caller to hang up first
Speaking Clearly
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Speak clearly; do not slur your words.
Speak so that you can be heard.
Do not raise your voice or yell.
Speak in moderate tones.
Pronounce the whole word.
Elements and Barriers
Four Elements that Influence Relationships
 Prejudice
 Frustration
 Attitude
 Life Experience
Barriers of Communication
 Labeling
 Sensory impairment
 Talking too fast
Guidelines for Taking
Incoming Calls
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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.
Defense Mechanisms
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Rationalization
Compensation
Projection
Sublimation
Identification