COMMUNICATION SKILLS

Prstd. By

B J Patil RN

Definition

Is a process by which two or more persons share or exchange information, ideas or feelings.

Process

Feedback

Message

Channel ReceiverSende

r

BarriersPhysiological

Difficulty in hearing or expressionPsychological

Emotional disturbances, nervousness, fear, anxiety etc

Environmental Noise, invisibility

Cultural Customs, beliefs, religion, attitudes and

level of knowledge

Types of Communication

VerbalSpoken or Written

Replaying, Rephraseing Non – Verbal

Expression, Body language, gestures

Communicating to ClientsInitiating the sessionIdentifying the reason Gathering informationBuilding RelationshipDeveloping rapport

Communication in VaatsalyaReceptionist

You are the face of our Vaatsalya Hospital Wear a smile and be courteous Clients Should see the “Vaatsalya” in your

talkHuman resource

“Retain the person rather retaining cause”Telephonic manners

Greet appropriately, know who has called? Ascertain and confirm the message you received