Explain the basic process of effective communication, discuss the importance of communication in providing excellent customer service, and also discuss the advantages and disadvantages of effective communication in the medical environment.
Please see response below, as well as one highly informative article attached. I hope this helps and take care.
1. Explain the basic process of effective communication.
There are many different theories of communication and what makes communication effective, or not effective. However, they all have some common threads. In general, the basic principles of communication are:
· Use open ended and close ended questions appropriately
· Use eye contact, encouraging gestures
· Focus on the situation, issue, behavior, not the person
· Maintain the self-confidence and self-esteem of others
· Maintain constructive relationships with your employees, peers, managers
· Use active listening techniques such as stating your understanding of what you are hearing
· Make sure you summarize
· Lead by example (http://web.cba.neu.edu/~ewertheim/interper/commun.htm)
Thus, applying these basic principles of communication, the manager would need to be focusing on the situation, and on the issue or behavior, not on the person; using open-ended and close needed questions appropriately; listening actively;, and maintain eye contact, encouraging gestures. It also includes maintaining the self-confidence and self-esteem of the other, maintaining constructive relationships with your employees, peers, and manager and, taking initiative to make things better, and lead by example.
The effective communication process operates under the umbrella of the above basic communication principles and the process needs to:
1. Focus the discussion on the information needed
2. Use open-ended questions to expand the discussion
3. Use closed ended questions to prompt for specifics
4. Encourage dialogue through eye contact and expression
5. State your understanding of what you are hearing
6. Summarize the key points (http://web.cba.neu.edu/~ewertheim/interper/commun.htm).
Now, let's explain the basic process of effective communication through the following illustrative example of Maria.
ILLUSTRATIVE EXAMPLE: (excerpt)
Maria: My project coordinator, Judy, is in a slump; she's just not producing her usual caliber of work. I need to find out what the problem is.
On the surface, it would seem that getting good information is easy. But like other forms of communication, it takes planning and experience to develop skills in this area
Basic process of effective communication: Key techniques
1. Focus the discussion on the information needed Judy, I've noticed in the past month that you've fallen behind on keeping the project schedule current. I'd like to figure out with you what we both can do to get it back on track.
2. Use open-ended questions to expand the discussion You've always kept the schedule up to the minute-until about a month ago. Why the change?
3. Use closed ended questions to prompt for specifics "What projects are you working on that take time away from your work on this project (warning: closed ended questions are often disguised as open ended as in "Are you going to have trouble finishing this project?)
4. Encourage dialogue through eye contact and expression This involves nodding in agreement, smiling, leaning toward the speaker, making statements that acknowledge the speaker is being heard.
5. State your understanding of what you are hearing This can be done by restating briefly what the other person is saying but don't make fun of it
"So it sounds like these phone calls have ended up taking a lot more time than you or Jay expected; you think the three of us should talk about priorities; is this your position?"
6. Summarize the key points; try to get some agreement on the next steps and show appreciation for the effort made so far. "So let's call Jay right now and set up a time when we can meet and ...
Explanation of the basic process of effective communication, as well as discusses the importance of communication in providing excellent customer service. It also discusses the advantages and disadvantages of effective communication in the medical environment. Supplemented with an article discussing effective communication.