Communication – the key to personal and professional success (Proceedings)

Effective Communication — Communication is an Underrated Art

• Integral Components

• Verbal

• Non-Verbal

• Written

Verbal Communication

• Tone of Voice

• Timing

• How timing can be used

• Atmosphere

• Normal client interaction

• In-hospital problem situations

• Speech Clarity

• Succinctness

• Verbose

• Pointed discussions

• Why Clients Stop Coming to Our Practices

_______ % Die

_______ % Move

_______ % Change Because of a Friend's Recommendation

_______ % Competition

_______ % Dissatisfied with Product or Service

_______ % Attitudes of Indifference by Some Employees

• Customer Complaint Behavior

• The TARP Study

• 96% of unhappy customers do not contact the business that upset them. For every complaint received, the average company has 26 customers with problems, 6 of which are "serious."

• Complainers are more likely than non-complainers to do business again with the company that upset them, even if the problem isn't satisfactorily resolved.

• Of the complainers, between 54 and 70 percent will do business again if the complaint is resolved.

• 95% of customers will do business with a company again if they feel their complaint was quickly resolved.

• Complainers who have had complaints satisfactorily resolved tell an average of five people.

• The average customer having a problem tells 9 to 10 people about the incident; 13% will tell more than 20 people.

People Want To Talk To People Who

1. Appreciate Them

• Show appreciation; tell them what you appreciate

• Use the words: "I appreciate...", "Thank you for..." or "It helps me when you..."

• Everyone wants to hear they are important and appreciated

• Always be polite

• No judging

• No challenge

• No name calling

• Use suggestions: "Did you notice...?"

• If face to face, when a person approaches the desk, show interest by looking up, standing up, or approaching the person and asking, "How may I help you?"

2. Understand Them

• Don't stop at the words, "I understand..."

• Continue with WHY you understand

• Use the same words they used; repeat them

• Name the feelings: "I understand you are upset that your check hasn't come."

• Give the reason why they are upset

• Sympathize — use a personal remark

• Ask questions to get more information

• React positively to the client non-verbally with gestures, facial expressions, or tone of voice

• Respond clearly with answers that are easily understood; avoid jargon

• Remain non-judgmental and objective

• Remember, if the client is angry, you are not at fault

3. Will Help Them

• Say it: "I will try to help you..." or "I will find out for you..."

• It only takes a minute longer to really try to help

• Never refer to company policy

• Go the extra mile

• Volunteer information up front before the client or customer can ask for it

• If you don't know, say so: "I don't know, but I will try to find out."

• "However," "but,", "so," "any" —all are conditioning words

4. Use Their Name

• The sweetest words in the language are a person's name, so use it: "Yes, Mr. Smith..." or "Mrs. Jones..."

5. Are Creative

• Try to help

• Control the conversation by using concepts

6. Are Honest

• If you don't know the answer, say: "I don't know."

• Give personal remarks where appropriate

• Don't fake a sugary sweet voice, but always be pleasant

7. Listen To Them

• Communication Behavior

_______ % Writing

_______ % Reading

_______ % Speaking

_______ % Listening

Listening Skills

• Identify Purpose of Communication

• Persuasive

• Informative

• Sharing

• Social

• To Listen Actively

• Focus eyes

o On person, if face to face

o On paper or CRT, if at desk or on the phone

• Be mentally alert

• Overcome distractions

• Ask open-ended questions

o Who, What, Why, Where, When

• Prepare in advance

o Have script ready

o Have file ready

o Think of remarks and questions in advance

• Turn off your own worries

• Interject listening responses such as "I See..." and "Yes"

• Listen for ideas

• Limit your own talking

• From time to time, try to clarify what has been said by making a statement or rephrasing the question

• Listen For Comprehension

• Alternate speaking with listening in order to clearly understand the question; interrupt only to ask a question

• Limit your own talking

• Think like the client — remember to keep his/her point of view in focus

• Make notes

o Write as client talks

o Clarify what you have written

• Work at meaning

• Ask questions

• Don't engage in other tasks while talking to clients; give your full attention to the other person while he/she is speaking

• React To Ideas

• Control emotional reactions

• React to ideas — not to the person

o Don't become irritated at things he/she may say . . . or at the manner in which they say it

• Don't jump to conclusions

o Avoid making unwarranted assumptions about what the client is going to say

o Avoid mentally trying to complete the client's sentences

o Remain non-judgmental and objective

Non-Verbal Communication

Negative Positive

Facial Expressions:

• Tensing and wrinkling forehead_______________________________

• Pursed, tight-lipped mouth_______________________________

• Swallowing repeatedly_______________________________

• Clearing your throat excessively_______________________________

• Insincere or inappropriate smile_______________________________

• Wetting your lips_______________________________

Eye Contact:

• Staring fixedly_______________________________

• Blinking rapidly_______________________________

• Not looking at_______________________________

• Shifting head and eyes excessively_______________________________

• Squinting_______________________________

Gestures and Postures:

• Covering mouth when speaking_______________________________

• Scratching head_______________________________

• Rubbing eyes_______________________________

• Rubbing back of the neck_______________________________

• Preening_______________________________

• Tinkering with jewelry_______________________________

• Adjusting clothing_______________________________

• Shifting weight_______________________________

• Wandering or pacing_______________________________

• Freezing_______________________________

• Crossing arms_______________________________

• Angling head_______________________________

• Hostile stance_______________________________

• Looking down on someone_______________________________

Other:

• Nervous laugh_______________________________

• Irritating tone_______________________________

• Mumbling_______________________________

Written Communication

• Appropriate Means

• Care of Your Pet Following Hospitalization (Discharge Order)

• Medical Care Plans

• Surgical Consent Form

• Pre-Exam Checklists

• Lifetime of Wellness

• Puppy, Kitten & Exotic Biographies

Telephone Etiquette

• The First Client Contact

• Good and Bad Responses

• How to Use the Telephone Conversation to Your Advantage

Client Communication

• What are the Most Appropriate Forms of Communication for:

• Policy changes

• Changes in hospital procedures

• Levels of Communication

• Defining that level (carefully!)

o Arbitrary

o Infantile versus intelligent

o Pseudo intelligent