Generations
This generation wants to communicate in person, wants to speak openly and directly.
Baby Boomers
These skills include the ability to communicate with other people.
Interpersonal skills
When should you inform your boss about an issue, good or bad?
As soon as possible
Disagreement or contrasting different points of view that can be viewed as positive or negative.
Conflict
Consideration of the impact of your actions on others and being answerable for one's actions.
Accountability
This generation prefers texting vs. communicating face to face.
Millennials
Term for the outward manifestations of your feelings and emotions.
Behavior
Answer the phone by the __________ ring.
Fifth
Which posture makes you look like you want to cooperate?
A. Standing with arms folded
B. Standing with hands on hips
C. Leaning slightly forward
C. Leaning slightly forward
True or False: If someone "drops the ball" with a patient, tell the patient who it was and what they did.
False! Do not assign blame. Focus on achieving the result needed by the patient.
This generation likes autonomy, they don't like micromanaging. Prefers face to face meeting when necessary.
Generation X
These short cuts can cause significant obstacles to effective communication.
Slang and jargon
Term for conduct that does not conform to accepted social or professional standards.
Unethical
Suggest resolutions
Some qualities of listening skills:
Tone of Voice
Body Language
This generation prefers communication in writing such as a letter.
Traditionalist
A vocal quality that expresses feeling or emotions.
Tone
When you pay close attention to what you hear, don't interrupt, and clarity by paraphrasing or summarizing, you are using:
Active listening
An interpersonal skill consisting of nonverbal body language, including eye contact and facial expressions that indicate a person is listening.
Active listening
Cooperative effort by members of a group to achieve a common goal.
Teamwork
This generation is the highest percentage in the workplace.
Generation X
The posture that helps to defuse a challenging situation.
Open posture, lean forward slightly
This form of non verbal communication uses 12 muscles and can be contagious.
A smile
True or False: This old adage, "praise in public, criticize in private," is out of date.
False. This still holds true
A system of moral values, rules of behavior and principles that guide individual or group behavior.
Ethics