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VOP Lecture 5
Inter-personal Communication
Question | Answer |
---|---|
communication | when you exchange or receive information from someone |
intrapersonal communication | the way you communicate with other people |
4 essential elements of communication | message, sender, channel, receiver |
reference point | determines how people express and understand messages |
inter-personal skills | develop a good relationship and build a rapport (make client feel special/important, show respect/understanding, etc.) |
traits for positive interpersonal relations | patience, tact, kindness, courtesy, empathy |
speaking | don't be too loud or too quiet, watch your pitch, AVOID MONOTONE, have a soft, sweet tone |
enunciation | how you form or articulate your words |
paraphrasing | listen to client and repeat back what they said in your own words to show understanding |
handling an irate client | turn complaint into an opportunity, be positive and professional AT ALL TIMES, think like the client, solve the problem but don't place the blame on anyone, apologize on behalf of the clinic, remain calm, listen and sympathize |
team communication | be cooperative, dependable, polite, don't let personal problems interfere with job, avoid gossiping and spreading rumors |
a good listener | never interrupts, speaks over, or finishes speaker's sentences, is prepared and eager to listen, keeps an open mind, doesn't judge the speaker, summarizes what they heard, nods their head, has eye contact |
how to listen | prepare yourself to listen, look at the speaker, concentrate on what is being said, do not allow distractions to interfere, listen w/ empathy |
body language | non-verbal communication is 90%; includes gestures, facial expressions, eye contact, silence, position of body, appearance |
positive body language | facing the other person, maintain steady eye contact, nodding head in agreement, smiling, professional attire, 1 arms length away, arms held at side, stand up straight |
negative body language | turning head or body away, frowning, leaning back/arms folded, no eye contact, tapping foot or pen |
how to handle emergencies | apologize for the extra wait time, let clients know it may be longer, offer option of rescheduling or continue to wait, offer treats to both client and animal as a thank you |
stereotypes | preconceived ideas about a group of people made without taking individual differences into account |