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Updated 14/05/12 Communication and Customer Care Communication is… The art of transmitting information, ideas and attitudes from one person to another Customer Care is… The activity of looking after customers, and helping them with any complaints or problems 1 Updated 14/05/12 Who are our Customers? Our customers are our patients, carers, relatives and anyone we speak to as part of our job. We need to recognise that very often because of the very nature of the environment in which we work, the people we meet may be scared, upset, embarrassed, in pain or feeling unwell. What we all need to think about is whether our approach, manner and the way that we deal with people is going to be a good experience for them. Having great customer service is one of the most important things that we can offer as an organisation. So think. How could you improve customer care in your area? Generally, the word communication will crop up when thinking about customer care improvement. Whether the message that is sent is verbal or non-verbal, communication is a two-way process. In today’s health care setting there needs to be excellence in both of these in order to improve customer care. During the day everyone’s communication will go up and down depending on circumstances, and this is normal. When working in a people environment though we need to work harder to cover the down times that we might feel when communication doesn’t feel easy. A good way of doing this is to smile (if appropriate) even when we may not feel like it. Not only is this a universally recognised sign of friendliness in all cultures, but it changes the tone of your voice when speaking. 2 Updated 14/05/12 First impressions are really important for customer care and good communication. It takes just 3 seconds for someone to form an opinion of you which is based on your appearance and the way that you communicate both verbally and nonverbally. These first impressions can be nearly impossible to change and set the tone for the whole relationship that follows. You never get a second chance to make a good first impression. How can you create a really good first impression? Some of the things you might have thought about are how you present yourself, being courteous and attentive and being on time, another may be to smile. Smiling not only puts you and the other person at ease, it also changes the tone of your voice. There are many others and these are included in the Trusts Kindness and Respect Standards of Behaviour which can be found following this LINK. Questions can help to focus on customer and patient needs. There are many types of question and these are the types of things they can be used for: Get further information from a customer Find out about a solution or a problem Show you are interested Check any misunderstandings you may have Direct a conversation Control a chatty customer 3 Updated 14/05/12 Open questions Rather than asking questions which only require a yes or no answer, try and ask open questions. For example, instead of saying: 'Has this been going on a long time?', ask 'How long has this been going on?'. That way, instead of closing the conversation down into a yes or no response, you open it out and encourage the other person to keep talking. Another good example to remember is instead of saying “is everything ok?” you can ask “how are things going?”. Try some more examples of open questions Once an open question has been asked it is really important to then listen to what is being said. There is a big difference between listening and hearing. Hearing – Physical process, natural, passive Listening – Physical and mental process, active, learned process, a skill What are the benefits of good listening skills? Listening to others is an elegant art Good listening reflects courtesy and good manners Listening carefully to instructions improves competence and performance The result of poor listening skills could be disastrous in business, employment and social relations Good listening can eliminate a number of imaginary grievances Good listening skills can improve social relations and conversation Listening is a positive activity rather than a passive or negative activity Are there any more benefits? 4 Updated 14/05/12 Signage within our Trust Call the person by name to get their attention and give a light touch and introduce yourself Call the person by name to get their attention, make eye contact and speak clearly in their view This sign highlights a need for extra support for people with cognitive impairments and is appropriate for use with a patient with dementia or a patient with a learning disability – follow Trust protocol for use Permission is needed to display eye, ear and butterfly symbols All wards have a Hospital Communication book, which is helpful for people whose English is not their first language Book translators via the Trust’s Interpreting and Translation Service 5 Updated 14/05/12 Top Ten Communication Tips 1. Present a positive image. The key to a good impression is to present yourself appropriately. A warm and confident smile will put both you and the other person at ease. 2. Communication involves effort from both the sender and the receiver. It is only successful when they both understand the same information. 3. If you are finding it difficult to concentrate on what someone is saying, try repeating their words mentally as they say it. 4. The way to become an active listener is to practice. 5. Watch for, and listen to feedback. It will give you the idea of whether the other person has understood the message. If there has been a misunderstanding it gives the opportunity of sending it again. 6. To deliver your message effectively, you must commit to breaking down any barriers that are present within the communication process. 7. Listen to yourself. How might you feel in the situation? Watch for nonverbal signs to help you empathise. 8. Look interested. Show the person that you want to listen. 9. Be patient. Don’t interrupt either verbally or non-verbally. 10. Speak clearly and audibly How to Improve your Communication • • • • • • • • • Improve language & pronunciation Work on voice modulation Work on body language Listen more Think and speak with care and caution Do not speak too fast Use simple vocabulary Do not speak to impress someone Look presentable and confident 6 Updated 14/05/12 • Gloucestershire Hospitals NHS Foundation Trust Library Safeguarding Children Vulnerable Adults Domestic Abuse Mental Capacity Act Deprivation of Liberty Safeguards The Patient with a Learning Disability Dementia Care Mental Health Act (Coming Soon) Equality and Diversity (coming soon) Level 1 Safeguarding Children Training Patient Opinion The Golden Rule: Treat others how you would wish to be treated. Learning and Development 7 Updated 14/05/12 8