COMMUNICATION IN CUSTOMER/CLIENT CARE BY: DR AKUAMOAH BOATENG

OUTLINE OF PRESENTATION Learning objectives Introduction Communication Verbal communication Non verbal communication Effective communication Ineffective communication Conclusions

LEARNING OBJECTIVES Explain communication in customer care 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 Clear Simple Concise Audible with a low tone 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 Are boring Understood Take note of 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 What is communication? Give two examples each of (i)Effective communication (ii)Ineffective communication What is the effect of poor communication on the communicator and the organization? 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

THANK YOU FOR YOUR ATTENTION THE END THANK YOU FOR YOUR ATTENTION