communication-130122210512-phpapp02 (1).ppt

communication i n health care

1. COMMUNICATION SKILLS
Prstd. By
B J Patil RN

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

3. Process
Feedback
Message Channel ReceiverSender

4. Barriers
Physiological
Difficulty in hearing or expression
Psychological
Emotional disturbances, nervousness, fear,
anxiety etc
Environmental
Noise, invisibility
Cultural
Customs, beliefs, religion, attitudes and level of
knowledge

5. Types of Communication
Verbal
Spoken or Written
Replaying, Rephraseing
Non –Verbal
Expression, Body language, gestures

6. Communicating to Clients
Initiating the session
Identifying the reason
Gathering information
Building Relationship
Developing rapport

7. Communication in Vaatsalya
Receptionist
You are the face of our Vaatsalya Hospital
Wear a smile and be courteous
Clients Should see the “Vaatsalya” in your talk
Human resource
“Retain the person rather retaining cause”
Telephonic manners
Greet appropriately, know who has called?
Ascertain and confirm the message you
received