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7. Communication
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Ship & the Sailor
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What is Effective Communication?
“Sending a message that is well understood by the receiver, as intended by the sender”
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Principles of Communication
Active listening Words Tone Non Verbal Telephone
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A. Active Listening Eye contact Don’t disturb the flow
Show interest with appropriate facial movements Paraphrase; make sounds of understanding & encouragement
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B. Words Language Clear Simple Suitable Good words Bad words
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C. Tone “Full option” Caring Confident Authoritative Suitable
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D. Non Verbal Presentation Posture Eye contact Breathing
Associated movement
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E. Telephone Most important equipment Most sensitive equipment
for the life of an organization as air to humans. Most sensitive equipment Can break or make the organization in seconds Mostly used equipment More situations Needs continues improvement New technology
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E. Telephone Preparation Using Review
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E. Telephone – Preparation
Equipment Know your telephone Use all the facilities Seek for more facilities Support Documents Note book, Pencil Information list people, places, services Emergency numbers TP. Protocol Before dialing a number Have the correct number Have the necessary documents in hand Know the name and the designation of the person Importantly how to address him Write down the questions you want to ask
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E. Telephone – Using DOs If you answer the phone answer within three rings Greet : appropriate time – good day ! Identify your self – name , designation , institution Tell the delays ;” That line is busy sir , could I call You back?” Then ask for the person you need to contact
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E. Telephone -Using DOs Follow the guideline
If there is a delay , give your number to contact Thank the person Use the best tone “ Fairy Nurse to a the devil” Always smiling , cheerful face
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E. Telephone –Using “Good day ! This is Government hospital A, Admission unit , I am Nanda , I am an attendant , May I help you Sir / madam !” “Yes sir, can you hold on a second please!....Sir she is with a patient & may take more than15 minutes can I take a message please.” “ I am extremely sorry sir, according to the hospital policy, we are not allowed give patient details by Telephone and you can visit the hospital and get necessary information. My number is please call me when you are in the hospital , thank you!
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E. Telephone –Using Don’ts Ask who is speaking Leave the line open
Unattainable promises Eat drink or chew Lose your temper Rude on termination like Slamming the phone
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E. Telephone –Reviewing
Self recording Group recording Routine checks Listen carefully Tone , words used, start & end , greetings Tone of the reviver How could you do it better ? Follow the protocol Continuous improvement
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Thank You ! Have a Nice Day!
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