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: 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

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