Influencing Factors
This is what the receiver does to let the sender know there message was understood.
What is provide feedback.
This type of communication style is often underused but is very important. It has been said that laughter is the best medicine.
What is humour
This non-judgemental communication technique focuses on understanding the content of what is being said and the underlying emotions and feelings conveyed by the sender.
What is active listening
We are doing this during communication when we jump to conclusions, become impatient and bored, and wish to change the subject.
What is interrupt
This defense mechanism is defined as an unwillingness to accept the truth or a certain reality.
What is denial
This thing is how the person views events and understands messages.
What is perceptions
When verbally communicating with clients it is best to use correct grammar, avoid using vulgar words and this which not all people may understand. Chesterfield. Whaddya at?
What is slang
This can include: posture, appearance, facial expressions, body movements, eye contact and gestures.
What is body language
Even if a client asks you for it over and over we never give them this. Clients should express their own feelings and concerns without your opinion.
What is advice
This type of communication allows you to express thoughts and feelings positively and directly without offending others.
What is assertive communication
Experience and this quality, that comes with time, is important when communicating in an assertive and professional manner.
What is confidence
These are three main components of communication.
What is sender, message and receiver
This can convey warmth, comfort, concern, affection, trust and reassurance.
What is touch
Saying statements like "Everything will be fine", "Don't worry, its not that bad", and "It could be worse" are examples of this communication barrier.
What is minimizing problems
When a client is rambling on, this technique allows you direct the conversation back to the original message.
What is focusing
These two influencing factors not only affect how your client communicates with you but also how you communicate with your client.
What are physical and mental health
We use this verbal communication technique when we restate another person's message and put it in our own words.
What is paraphrasing
This can give you time to organize thoughts and choose your words. It is also useful when your client is making a difficult decisions or is upset and trying to regain control.
What is silence
Some barriers to communication include: loud noises, lack of privacy and distractions. This can also be a barrier because it may interfere as clients may attach different meanings to verbal and non-verbal communication.
What is culture
This type of emotion is often a symptom of disease. As a CCA you should not judge this person but continue to speak with them in a dignified and professional manner.
What is anger
This is the transfer of information through electronic media. The Alpha generation loves to use "cyber-speak".
What is electronic communication
This helps you make sure you have understood a person's message.
What is clarifying
This requires you to be attentive to the speaker's feelings.
What is empathetic listening
Using this type of language is a barrier as it can make a person feel unimportant and inferior. If you use it and I hear you, sweetie, you better duck, honey, because I am going to throw something at you. Now get back to work like good little boys and girls.
What is patronizing language
When explaining a task to a client, the best approach is to use is this direct approach. Don't forget to allow time for the client to process your directions.
What is step by step