BY: DR AKUAMOAH BOATENG
OUTLINE OF PRESENTATION
 Learning objectives
 Introduction
 Communication
 Verbal communication
 Non verbal communication
 Effective communication
 Ineffective communication
 Conclusions
LEARNING OBJECTIVES
At the end of the training participants should
be able to:
 Explain communication in customer care
 Describe verbal and non verbal
communication
 Determine effective communication skills
 Demonstrate effective work relationship
INTODUCTION
What is communication?
 It is a process through which people express
themselves in order to share ideas, opinions
and information
TYPES OF COMMUNICATION
Communication may be:
 Verbal – speech tone of voice, etc
 Non Verbal(Body language) – Gestures,
signs, nodding, eye contact, etc
QUESTION
What are the characteristics of a good speech or
conversation?
VERBAL COMMUNICATION
Our speech or spoken words must be:
 Clear
 Simple
 Concise
 Audible with a low tone
 In a language that can be understood
VERBAL COMMUNICATION cont’d
 Avoid shouting at your patients or
colleagues even when you are busy and they
interrupt
 It is appropriate to show respect when
speaking to people
 Words such as please, pardon me, kindly,
may be used generously
EXERCISE
 When patients visit the OPD, what are their
expectations and what do you think the staff
should do to make them feel welcome?
REAL EXPERIENCES AT MMC
 A patient in the history room was told by a nurse that
she was talking too much in an attempt to explain her
condition. The nurse’s attitude was reported to the
medical director and she(the nurse) was talked to.
 A patient reported a nurse that she(the nurse) verbally
abused her through out the night
 Patients reported that their folders were not found an
no frantic efforts were made to retrieve them.
 Patients reported that they were denied access to see
their preferred doctor.
NON VERBAL COMMUNICATION
This is the single most powerful form of
communication. Your attitude may be
determined by the way you stand:
 You stand
 Sit/walk
 Dress
 Use facial expressions
 Wave hands etc
NON VERBAL COMMUNICATION
cont’d
 Non verbal cues enable you to determine
what someone is thinking
 Multicultural differences in body language is
enormously open to mis-interpretation
NON VERBAL CUES
This can tell you if you
 Are boring
 Understood
Take note of non verbal cues;
 Improve communication
 Positively impact customers
EFFECTIVE COMMUNICATION
SKILLS
This must be developed in order to relate
effectively with:
 Clients/Patients
 Colleagues
EFFECTIVE CLIENT RELATIONSHIP
SKILLS
Initial interaction with patients;
 Welcome patients with smiles
 Greet and introduce yourself
 Address by name
 Offer a seat if necessary
EFFECTIVE CLIENT RELATIONSHIP
SKILLS cont’d
 Establish rapport to allay fears
 Take time to listen and show interest
 Clarify what you did not understand
 Give the patient the information he/she need
 Bid her goodbye still wearing a smile
EFFECTIVE WORK RELATIONSHIPS
 Respect the individuality, opinions and
ideas of colleagues
 Do not shout, scream or sound sarcastic
 Keep commitments and promises
 Share credit for accomplishment, ideas and
contribution
 Compliment, recognize, praise and notice
contributions
EFFECTIVE COMMUNICATION
(GENERAL)
Language
 Speak the language that the receiver understand
Understand diversity
 Acknowledge each person’s sense of
identity/background
Talking
 Going straight to the point
Technical Terms
 Avoid their use if possible
EFFECTIVE COMMUNICATION
(GENERAL) cont’d
Verbal and non verbal communication
 Combining the two emphasizes a point
Respect
 Giving recognition to the intergrity and dignity to the
people we relate with , no matter their race, colour,
social status, ethnic group or political affiliation
Opinions and Ideas
 Encourage clients/coworkers to express themselves
freely. Treat people equally and fairly
QUESTIONS
 What are some of the things that we may do
to make our communication ineffective?
 Elaborate on the effects of such behavior on
the hospital and the person expressing them
INEFFECTIVE COMMUNICATION
 Being rude, discourteous and impolite
 Addressing people with words like “hey, you
there etc“
 Not maintaining eye contact when
addressing people
 Refusing to listen to what others say before
expressing your view.
INEFFECTIVE COMMUNICATION
cont’d
 Judging people:
The desire to use our own way of life to
explain the actions of others. Good behavior
is what is approved of
 Prejudice:
This is a conclusion made without knowing
the real facts.
INEFFECTIVE COMMUNICATION
cont’d
 Stereotyping:
A general belief about a person or group of
persons which may not be true
 Gestures
Do not throw your hands in the air when
offended or talking to a client
INEFFECTIVE COMMUNICATION
cont’d
 Using excessive body language e.g. drawing
or pulling up your face, throwing out the
hands, chuckling and walking away briskly
 Blaming and judging people
 Showing sarcasm and disrespect
 Being selective – prejudice
EFFECTS OF POOR
COMMUNICATION
Individual
 Creates conflicts
 Leads to mistrust
 Loss of confidence
 Non compliance by patients
 Separation
EFFECTS OF POOR
COMMUNICATION cont’d
Organization
 Drag the name of the organization to
disrepute
 Public scrutiny
 Hostility
 Under – utilized
 Loss of revenue
 Loss of respect
EVALUATION
1. What is communication?
2. Give two examples each of
(i)Effective communication
(ii)Ineffective communication
3. What is the effect of poor communication on
the communicator and the organization?
4. How do we achieve effective communication
CONCLUSION
 Communication is necessary to relate with
others, the way we go about it affects anyone
who comes in contact with us either
positively or negatively. Good
communication must not be influenced by
the unpleasant occurrences at the work
place. To communicate effectively take
absolute control of your attitude and
exercise good behavioral skills
THE END
THANK YOU FOR YOUR ATTENTION