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Effective Communication

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Effective Communication – PowerPoint PPT presentation

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Title: Effective Communication


1
Effective Communication
2
Effective Communication
  • Important part of any health career
  • Relate to patients and their families
  • Coworkers
  • Other professionals

3
Communication
  • Exchanging of
  • Ideas
  • Feelings
  • Thoughts

4
How do we communicate?
  • Written words
  • Spoken words
  • Gestures
  • Facial expressions
  • Body Posture
  • Touch
  • Listening

5
Communication
  • Needs of others
  • How to meet those needs

6
What can influence your relationship with others?
  • Prejudice or bias
  • Frustrations
  • Impatience
  • Annoyance
  • Attitude
  • Life experiences

7
Barriers to Communication
  • Labeling
  • Pay attention to the message being sent
  • Listen, you might find out the reason for the
    behavior

8
Barriers to Communication
  • Sensory Impairment
  • Deafness or blindness
  • Evaluate to be certain they do not have a sensory
    impairment

9
Barriers to Communication
  • Talking Too Fast
  • Elderly
  • Communication break down

10
Barriers to Communication
  • Courteous and understanding
  • Evaluate gestures, facial expressions, and tone
    of voice.
  • Hearing accurately and responding appropriately
  • Message can be understood

11
Elements of Communication
  • Three essential elements
  • 1. A message
  • Something you want to convey to another person.
  • Giving information
  • Acquire information
  • Something you want the other person to do

12
Elements of Communication
  • A sender
  • Someone who wants to send the message
  • A receiver
  • Communication is incomplete without a receiver.

13
Good Listening Skills
  • Do not interrupt
  • Allow the sender to give you the entire message
    without interruptions
  • If you need to ask questions, wait until the
    sender is finished

14
Good Listening Skills
  • Show interest
  • Dont want to loose the message because you are
    not interested.
  • Hear the message
  • Repeat what you believe you heard being said to
    be certain you heard correctly.
  • Understand the general message

15
Three common styles of communication
  • Unassertive, or passive communication
  • Allows others to control the conversation
  • Assertive communication
  • Does not take power or authority away from others
  • It empowers individuals to speak up and be heard

16
Assertive Communication
  • An honest and direct way to say what you feel and
    think
  • You must believe you have the right to be heard
    and believed by others.
  • You have the right to say no

17
  • Aggressive Communication
  • Occurs when power is taken away from others and
    communication breaks down.
  • (Take assertiveness inventory)

18
Nonverbal Communication
  • Eye Contact
  • Lets them know you are paying attention
  • No eye contact----not interested or want to avoid
    them

19
Nonverbal Communication
  • Facial Expressions
  • Smile vs. frown
  • Saying something nice but your eyes show anger
  • What does the senders face say when delivering a
    message?

20
Nonverbal Communication
  • Gestures
  • Shrugging your shoulders, turning your back, and
    leaving the room while someone is talking sends
    what message?

21
Nonverbal Communication
  • Touch
  • Can convey caring, warmth, concern, and
    tenderness.
  • Can also convey anger, rejection, and distaste.

22
Verbal Communication
  • Spoken Messages
  • Tone of your voice
  • Language you use
  • Message you send
  • All are interpreted by the receiver.

23
Verbal Communication
  • Spoken Message
  • Speak clearly and concisely
  • Ensure message is understood

24
Verbal Communication
  • Written Message
  • Proper grammar
  • Spell correctly
  • Clear and concise

25
Verbal Communication
  • Written Message
  • You may take messages and orders
  • Patients/clients charts
  • Leave instructions for coworkers

26
Telephone Communication
  • All departments in health care require good
    telephone communication skills.

27
Telephone Communication
  • Tips
  • Answer the telephone cheerfully
  • Answer on the first ring if possible
  • Speak clearly and courteously
  • Thank the caller when a call is returned
  • Identify yourself and your title
  • Identify your department or office
  • Thank the caller for calling
  • Allow the caller to hang up first

28
Telephone Communication
  • Appropriate
  • May I have your name please?
  • Would you repeat that please?
  • How may I assist you?
  • Im sorry, I dont understand?
  • Inappropriate
  • Whats your name?
  • What did you say?
  • What do you want?
  • Huh?

29
Telephone Communication
  • Be prepared
  • Placing a caller a hold
  • Transferring a call
  • Writing a message
  • Leaving a message
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