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Unit B- Client Communication


Unit B- Client Communication The Communication Model Sender: Originates the message Receiver: Hears or takes in the message Message: Information to be transmitted ... – PowerPoint PPT presentation

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Title: Unit B- Client Communication

Unit B- Client Communication
The Communication Model
  • 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
  • Subjective Cant sense the problem, must rely on
  • 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
  • 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 callers name (ask for correct spelling if
  • The callers 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
  • 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
  • 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
  • Rationalization
  • Compensation
  • Projection
  • Sublimation
  • Identification
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