1. COMMUNICATION IN CUSTOMER/CLIENT CARE
BY: DR AKUAMOAH BOATENG

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

3. 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

4. INTODUCTION What is communication?
It is a process through which people express themselves in order to share ideas, opinions and information

5. TYPES OF COMMUNICATION
Communication may be:
Verbal – speech tone of voice, etc
Non Verbal(Body language) – Gestures, signs, nodding, eye contact, etc

6. QUESTION
What are the characteristics of a good speech or conversation?

7. 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

8. 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

9. EXERCISE
When patients visit the OPD, what are their expectations and what do you think the staff should do to make them feel welcome?

10. 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.

11. 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

12. 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

13. 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

14. EFFECTIVE COMMUNICATION SKILLS
This must be developed in order to relate effectively with:
Clients/Patients
Colleagues

15. EFFECTIVE CLIENT RELATIONSHIP SKILLS
Initial interaction with patients;
Welcome patients with smiles
Greet and introduce yourself
Address by name
Offer a seat if necessary

16. 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

17. 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

18. 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

19. 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

20. 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

21. 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.

22. 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.

23. 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

24. 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

25. EFFECTS OF POOR COMMUNICATION
Individual
Creates conflicts
Leads to mistrust
Loss of confidence
Non compliance by patients
Separation

26. 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

27. 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

28. 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

29. THANK YOU FOR YOUR ATTENTION
THE END
THANK YOU FOR YOUR ATTENTION