1. Unit B- Client Communication

2. The Communication Model Sender: Originates the message Receiver: Hears or takes in the message Message: Information to be transmitted Medium: form of the message. Ex: Verbal, written, non-verbal actions, etc. Feedback: Response from the receiver.

3. Five Senses For Observation Look for all visible signs of a problem Hearing Sight Touch Smell Taste

4. Subjective vs. Objective Subjective: Can’t sense the problem, must rely on others. Objective: You are able to see the problem and rely on yourself

5. Verbal and Nonverbal Communcation Verbal Communication ♦Spoken ♦Written Nonverbal Communication ♦Eye Contact ♦Facial Expression ♦Gestures ♦Touch

6. Definition of Culture Culture is the commonality among individuals and groups: Basic Beliefs Moral/ethical codes of behavior Values Language and communication styles Customs, reflected in feats and celebrations Clothing Grooming Rituals

7. Taking Messages Always include The caller’s name (ask for correct spelling if necessary) The caller’s phone number and area code All of the information that the caller gives (read the message back for accuracy) Allow the caller to hang up first

8. Speaking Clearly Speak clearly; do not slur your words. Speak so that you can be heard. Do not raise your voice or yell. Speak in moderate tones. Pronounce the whole word.

9. Elements and Barriers Four Elements that Influence Relationships Prejudice Frustration Attitude Life Experience Barriers of Communication Labeling Sensory impairment Talking too fast

10. Guidelines for Taking Incoming Calls Answer the phone by the third ring. Smile when you answer the phone. Identify your department or office. Identify yourself, and give your title. Speak clearly. Be courteous. Be confident. Be patient. Thank caller for returning the call. Get as much information as possible. Ask for assistance if needed. Give the caller other options before placing him or her on hold. Always read the message back to the caller.

11. Defense Mechanisms Rationalization Compensation Projection Sublimation Identification