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Communication Communication & & Customer Customer Service Service Hospice by the Sea
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Communication & Customer Service

Dec 20, 2014

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Presented in new employee orientation/ onboarding to enhance patient/ caregiver communications.
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Page 1: Communication & Customer Service

Communication &Communication &Customer ServiceCustomer Service

Hospice by the Sea

Page 2: Communication & Customer Service

Communication DefinedCommunication Defined

Webster: “a process by which Webster: “a process by which information is exchanged between information is exchanged between individuals through a system of individuals through a system of common symbols, signs and common symbols, signs and behaviors”behaviors”

Page 3: Communication & Customer Service

Communication ProcessCommunication Process Create MessageCreate Message

EncodeEncode TransmitTransmit

Receive MessageReceive Message DecodeDecode FeedbackFeedback

Page 4: Communication & Customer Service

Communication BarriersCommunication Barriers

InternalInternal AttitudeAttitude Lack of InterestLack of Interest FearFear MistrustMistrust Past experiencesPast experiences EmotionsEmotions FatigueFatigue

ExternalExternal NoiseNoise DistractionsDistractions EnvironmentEnvironment Time of DayTime of Day Too TechnicalToo Technical Email not WorkingEmail not Working Bad Phone ConnectionBad Phone Connection

#1 Barrier: Listening

Page 5: Communication & Customer Service

Please ListenPlease Listen

Power of Empathy and Active ListeningPower of Empathy and Active Listening Ability to share, have feeling for anotherAbility to share, have feeling for another A level of compassionA level of compassion Seeing the world through another’s eyesSeeing the world through another’s eyes Sense another’s feelingsSense another’s feelings ““Psychological hugs”Psychological hugs”

Page 6: Communication & Customer Service

Empathy versus SympathyEmpathy versus Sympathy Sympathy – pity; sorrow for one suffering, Sympathy – pity; sorrow for one suffering,

distressed, or unhappydistressed, or unhappy

Empathy – the action of understanding, being Empathy – the action of understanding, being aware of, being sensitive to, and vicariously aware of, being sensitive to, and vicariously experiencing the feelings, thoughts and experiencing the feelings, thoughts and experiences of anotherexperiences of another

Page 7: Communication & Customer Service

Empathic Listening – What We AchieveEmpathic Listening – What We Achieve Builds TrustBuilds Trust Builds RespectBuilds Respect Reduces TensionReduces Tension Encourages Information SharingEncourages Information Sharing Encourages CollaborationEncourages Collaboration Builds Positive RelationshipsBuilds Positive Relationships

Listening is a growth experience.Listening is a growth experience.

Page 8: Communication & Customer Service

““The more deeply you understand other The more deeply you understand other people, the more you will appreciate them, people, the more you will appreciate them, the more reverent you will feel toward the more reverent you will feel toward them. To touch the soul of another human them. To touch the soul of another human is to walk on sacred ground.”is to walk on sacred ground.”

Steven Covey (1990)Steven Covey (1990)

Seven Habits of Highly Effective PeopleSeven Habits of Highly Effective People

Page 9: Communication & Customer Service

Listen EmpathicallyListen Empathically How?How?

Be Be genuinelygenuinely interested interested Keep an open mindKeep an open mind Acknowledge feelingsAcknowledge feelings Suspend judgment and reactionSuspend judgment and reaction Listen for total meaningListen for total meaning Respond to feelingsRespond to feelings Pay attention to body languagePay attention to body language Create a climate that is neither critical, Create a climate that is neither critical,

evaluative, nor moralizingevaluative, nor moralizing

Page 10: Communication & Customer Service

RespondingResponding ““Our words invent us. Through our speech and Our words invent us. Through our speech and

our silence, we become smaller or larger selves. our silence, we become smaller or larger selves. Through our speech and our silence, we Through our speech and our silence, we diminish or enhance the other person, and we diminish or enhance the other person, and we narrow or expand the possibilities between us.narrow or expand the possibilities between us.

How we use our voice determines the How we use our voice determines the quality of our relationships, who we are in the quality of our relationships, who we are in the world, and what the world can be and might world, and what the world can be and might become. Clearly, a lot is at stake here.”become. Clearly, a lot is at stake here.”

Harriet Lerner: Harriet Lerner: The Dance of ConversationThe Dance of Conversation

Page 11: Communication & Customer Service

The Power of WordsThe Power of Words Words can. . .Words can. . .

Convince, promoteConvince, promote Create impressions, expectationsCreate impressions, expectations Motivate, offer hope, create visionMotivate, offer hope, create vision Impact thinking and alter resultsImpact thinking and alter results Coerce, detractCoerce, detract Kill enthusiasm, impact self-esteemKill enthusiasm, impact self-esteem Lower expectationsLower expectations Be hurtfulBe hurtful

Words influence how we thinkWords influence how we think

Page 12: Communication & Customer Service

The Power of WordsThe Power of Words

II didn’t say she stole the money. didn’t say she stole the money.

I I DIDN’TDIDN’T say she stole the money. say she stole the money.

I didn’t I didn’t SAYSAY she stole the money. she stole the money.

I didn’t say I didn’t say SHESHE stole the money. stole the money.

I didn’t say she I didn’t say she STOLESTOLE the money. the money.

I didn’t say she stole the I didn’t say she stole the MONEYMONEY..

Page 13: Communication & Customer Service

The Power of WordsThe Power of Words

Choosing wordsChoosing words Explain intentExplain intent Invite consentInvite consent

Gives listeners the chance to consent/declineGives listeners the chance to consent/decline Helps listeners understand the goal of Helps listeners understand the goal of

conversationconversation Allows listeners to get ready for what is comingAllows listeners to get ready for what is coming Helps listeners understand their role in Helps listeners understand their role in

conversationconversation

Words with intentionWords with intention

Page 14: Communication & Customer Service

Words with Intent create Words with Intent create CollaborationCollaboration

ObligationObligation (I should, I have to, I better, etc.)(I should, I have to, I better, etc.)

PossibilityPossibility (I might, I could, maybe I will, etc.)(I might, I could, maybe I will, etc.)

PreferencePreference (I prefer to, I want to, etc.)(I prefer to, I want to, etc.)

PassionPassion (I’d love to, I can’t wait, I’m excited about, etc.)(I’d love to, I can’t wait, I’m excited about, etc.)

PlanPlan (I expect to, I plan to, etc.)(I expect to, I plan to, etc.)

PromisePromise (I will, I do, I promise to, etc.)(I will, I do, I promise to, etc.)

Page 15: Communication & Customer Service

CollaborationCollaboration

PausePause ParaphraseParaphrase ProbeProbe Presume positive intentionPresume positive intention Put ideas on the tablePut ideas on the table Pay attention to self and othersPay attention to self and others Pursue a balance between advocacy and Pursue a balance between advocacy and

inquiryinquiry

Page 16: Communication & Customer Service

CollaborationCollaboration

Develop a hospice plan of careDevelop a hospice plan of care Manage expectations for providing quality Manage expectations for providing quality

carecare Deal with end of life issues and situationsDeal with end of life issues and situations Effective communication during times of Effective communication during times of

crisiscrisis InterpretersInterpreters

Page 17: Communication & Customer Service

Customer ServiceCustomer Service

What is customer service?What is customer service? Philosophy on how to deal positively with Philosophy on how to deal positively with

peoplepeople Attitude about how we treat peopleAttitude about how we treat people

CourtesyCourtesy RespectRespect Who are your customers?Who are your customers?

Page 18: Communication & Customer Service

Customer ServiceCustomer Service

The way we communicate with our The way we communicate with our customers influences their perception of customers influences their perception of excellent service.excellent service.

Elements of excellent customer serviceElements of excellent customer service Positive attitudePositive attitude ResponsivenessResponsiveness AssuranceAssurance EmpathyEmpathy

Page 19: Communication & Customer Service

Customer ServiceCustomer Service

How to give excellent customer serviceHow to give excellent customer service Be there!Be there! Speak plainly and slowlySpeak plainly and slowly Be positiveBe positive Our purpose is to serveOur purpose is to serve Did you make a mistake?Did you make a mistake?

Page 20: Communication & Customer Service

Thanks for Listening!Thanks for Listening!

Page 21: Communication & Customer Service

BibliographyBibliography

1.1. Brief thoughts about listening. Retrieved January 9, 2009 from Brief thoughts about listening. Retrieved January 9, 2009 from http://www.giftoflistening.com/listening/htmlhttp://www.giftoflistening.com/listening/html

2.2. Dick, B. (1997) Communication skills.Dick, B. (1997) Communication skills. http://http://www.scu.edu.au/schools/gcm/ar/arp/communicn.htmlwww.scu.edu.au/schools/gcm/ar/arp/communicn.html Retrieved 1/30/2008.Retrieved 1/30/2008.

3.3. Ellis, Dave (2002) Ellis, Dave (2002) Falling AwakeFalling Awake4.4. Foulger, Davis, (2204).Foulger, Davis, (2204). Models of the Communication Process. Models of the Communication Process. Retrieved January 14, 2009 Retrieved January 14, 2009

from from http://foulger.info/davis/research/unifiedhttp://foulger.info/davis/research/unifiedModelOfCommunication.htmModelOfCommunication.htm5.5. Hamlin, R.N.M.S., Marty A. (n.d.) Hamlin, R.N.M.S., Marty A. (n.d.) Courtesy and Customer Service For the Health Care Courtesy and Customer Service For the Health Care

Profesional Self-Learning Packet.Profesional Self-Learning Packet. www.hcmc.orgwww.hcmc.org/education/residency. . . /education/residency. . . Retrieved Retrieved 2/4/2008.2/4/2008.

6.6. Promoting Effective Communication, Joint Commission Perspectives, Promoting Effective Communication, Joint Commission Perspectives, Vol. 28, #2, February Vol. 28, #2, February 2008. Joint Commission on Accreditation of Healthcare Organizations.2008. Joint Commission on Accreditation of Healthcare Organizations.

7.7. River, MA, Dennis (March 2007). River, MA, Dennis (March 2007). The Seven Challenges WorkbookThe Seven Challenges Workbook. Cooperative . Cooperative Communication Skills for Success and Home and at Work 5Communication Skills for Success and Home and at Work 5 thth Ed. Ed. www.NewConversations.netwww.NewConversations.net Retrieved June 2007.Retrieved June 2007.

8.8. Rogers, Carl R. and Farson, Richard E. (1987) Rogers, Carl R. and Farson, Richard E. (1987) Active Listening Communicating in Business Active Listening Communicating in Business Today, RetrievedToday, Retrieved 1/15/2009. 1/15/2009.

9.9. Salem, Richard (July 2003). Salem, Richard (July 2003). The Benefits of Empathic Listening.The Benefits of Empathic Listening. http://http://www.beyondintractabiity.org/essay/emapthic_listeningwww.beyondintractabiity.org/essay/emapthic_listening . . . . Retrieved 1/31/2008.. . Retrieved 1/31/2008.

10.10. Van Servellen, Gwen Marram (1997) Van Servellen, Gwen Marram (1997) Communication Skills for the Health Care ProfessionalCommunication Skills for the Health Care Professional