1. SOFT SKILLS TRAINING PRESENTED BY: RADHIKA SWAR PRATIBHA PAUDEL
BARUNA PAUDEL
NURSING DIRECTOR
PRESENTED BY:
RADHIKA SWAR
PRATIBHA PAUDEL

2. SOFT SKILLS
The importance of soft skills is enormous in ensuring one’s longevity and success in one’s career.
Soft Skills is also known as interpersonal skills or people skills.
It refers to how well a person communicates with others and is able to connect with them. How strong or poor one’s soft skills depend on analytical thinking, empathy, and etiquettes

3. TOP SOFT SKILLS Common Sense Empathy Time-Management
Conflict Resolution
Leadership Skills
Communication Skills
Team working
Creativity
Flexibility

4. ATTRIBUTES OF NURSES, COMMUNICATION AND COSTOMER CENTRICITY

5. WHAT IS NURSING?
Nursing encompasses autonomous and collaborative care of individuals of all ages, families, groups and communities, sick or well and in all settings. It includes the promotion of health, the prevention of illness, and the care of ill, disabled and dying people both interdependently, for example, with physicians, and independently as nursing professionals.

6. WHO IS A NURSE ?
A nurse is a caregiver for patients and helps to manage physical needs, prevent illness, and treat health conditions. To do this, they need to observe and monitor the patient, recording any relevant information to aid in treatment decision-making.

7. LETS TALK ABOUT ATTRIBUTES OF NURSES

8. WELL GROMMED

9. SELF-CONFIDENT

10. HUMBLE AND HONEST

11. LOYAL

12. EMPATHY

13. PUNCTUAL

14. CO-OPERATIVE

15. GOOD LISTENER

16. KEEN OBSERVER

17. GOOD ADMINISTRATOR

18. GOOD SUPERVISOR

19. IMPARTIAL

20. WORKMANSHIP

21. RESPONSIBLE

22. ACCOUNTABLE

23. COMPETENCE

24. JUDGE

25. CARE GIVER

26. DECISION MAKER

27. COMMUNICATION ????
Listen well so the message sent and the message received are what you want
Eyes
Face
Voices
Body
Words

28. WHY COMMUNICATION IS IMPORTANT IN NURSING
IT IS THE ESSENCE OF HEALTH CARE
MAKE POSITIVE IMPACT ON CLENT AND FAMILY
IMPART KNOWLEDGE ON HEALTH PRACTICES
PROVIDE QUALITY AND SUSTAINED CARE TO THE PATIENT

29. CHOICE OF COMMUNICATION MODE
VERBAL COMMUNICATION
NON VERBAL COMMUNICATION

30. Cont…

31. COMMUNICATION TOOL

32. AIDET
A – ACKNOWLEDGE I – INTRODUCTION D – DURATION E – EXPLANATION T – THANK YOU

33. ISBART
I - INTRODUCTION S – SITUATION B – BACKGROUND A – ASSESSMENT R – REQUEST/RECOMMENDATIONS

36. ETIQUETTE

37. E-mail etiquette Greeting! Be concise and to the point
Answer all questions
Use proper spelling, grammers
Do not attach unnecessary files

38. Email-etiquette contd..
Do not write in capitals
Read the s before you send
Never use to discuss confidential issues.
Use meaningful subjects.
Don’t forward junk mail.

39. Telephone etiquitte
GREETING: Namastee LOCATION : verbalize your location SELF IDENTITY : Identify yourself (YOUR NAME) VERBALIZE YOUR CONCERNS TO CALL : How can I HELP YOU ?

40. WHY COMMUNICATION IS AN INTERGRAL COMPONENT IN NURSING ???

41. 1. ACCEPTANCE AND TRUST Vital to gather information from client
Confirm the facts from the relatives
To identify health disability
To develop Acceptances ,Confidence and trust worthiness

42. 2.PRIVILAGED INFORMATION
Great value in making nursing diagnosis
Confidentiality of information
Quality nursing care

43. 3.HEALTH EDUCATION Educating client and family on Health practices
Continuity of care
Follow up

44. COMMUNICATION AT DIFFERENT LEVEL

45. STAFF- STAFF Happens all the time
It is for the delivery of quality and safe care
Depends on the type of care practices ,nurses needs to handover reports of client to next person involved.

46. STAFF- SUPERIORS
The nurse manager ,doctors and specialist are the to the nurses by the virtue of hierarchical level in the organization, it means that Each Member Should Maintain Respect.

47. STAFF-SUBORDINATES
Subordinates means the juniors, Aids or other hospital assistance
Much of the communication at this level is for Directing and Delegation of work.

48. STAFF-CLIENT It is the core of nursing services
Needs to be aware about different levels or age group, level of education, socio-cultural background of the client
Choose appropriate mode of communication to convey message
NOTE: Should be aware that what can be communicated and what should be kept confidential

49. ETHICS OF GOOD COMMUNICATION SKILL
Learn to respect others
Avoid being emotional
Maintain eye to eye contact
Present acceptable tone of voice and body language
Do not use offensive languages
Learn to listen

50. TIPS TO GOOD COMMUNICATION SKILL
Maintain eye contact
Body awareness
Gestures and expressions
Convey one’s thought clearly
Practice effective Communication

51. EFFECTIVE COMMUNICATION
It is two way
It involves active listening
It reflects the accountability of speaker and listener
It utilizes feedback
It is free of stress
It is clear

52. Customer centricity
Customer centric is a way of doing business with your customer in a way that provides a positive customer experience before and after the sale in order to drive repeat business, customer loyalty and profits. But, a customer-centric company is more than a company that offers good service.

53. HOW DO WE ENSURE COSTOMER CENTRICITY
Make Customer Satisfaction a Part of Your Values.
Create Awareness in Your Organization.
Put Customer Satisfaction Ahead of Everything Else.
Reward Employees for Customer Satisfaction.
Get Everyone Involved With the Customers.
Hire, Fire, create and acquire the customer.

54. HOW DO YOU ENSURE COSTOMER CENTRICITY
Celebrate customer success get everyone involved.
Benchmark your current level of customer focus.
Make it real – Define what “customer focus” means in your business.
Put customers on the agenda.
Hire people with a customer focused mindset.