Barriers to Effective Communication
Two brothers walk side by side: one is called Action the other is called Words. Which barrier should be hurdled to ensure both are consistent?
What is 'Watching Nonverbal Cues'?
What term describes the ethical responsibility of a manager to keep sensitive information private?
What is Confidentiality?
In any service delivery process, what are the three key components that influence communication and customer satisfaction?
(a) The customer, the service institution, and the individual service provider
(b) The manager, the product, and the customer
(c) The brand, the budget, and the buyer
(d) The employee, the environment, and the executive
Who is (A) the customer, the service institution, and the individual service provider?
True or False:
To effectively impact employee performance, it is crucial that technological advancements align with the requirements of the hospital workforce at large, management, and government healthcare regulations.
True
This strategy helps reduce misunderstandings resulting from emotional interference, when emotions are running high, by withholding communication until a calm, respectful dialogue can ensue.
What is constrain emotions?
True or False:
It is acceptable for managers to discuss an employee's disciplinary records with their peers if they trust them.
False
What defines an institution with a strong service culture?
(a) It focuses on marketing and branding
(b) It prioritizes internal operations over customer needs
(c) It values taking care of customers, identifies their needs, meets them, and follows up
(d) It outsources all customer service functions
What is (C) It values taking care of customers, identifies their needs, meets them, and follows up?
Prior to implementing a new technology, a hospital should invests in:
(a) employee training to enhance their knowledge
(b) skills and development of employees
(c) applicable safety training and gears
(d) All of the above
What is (D) All of the above?
The adage "Don't shoot the messenger" relates to which barrier of communication?
What is Filtering?
True or False:
Only the IT department is responsible for information security in an organization.
False - All employees especially managers with shared responsibilities
Who is typically the first to notice or hear about service failures?
Who is the individual service provider?
True or False:
To enhance high-performance Human Resource Management satisfaction, it is essential to strategically invest in the digitization process.
True
Unscramble this barrier to communication:
nroifmtaoni lroevodna
What is information overload?
Which of the following is a good example of protecting information security?
a) Leaving files open on a desk
b) Using shared logins
c) Encrypting sensitive emails
d) Sharing passwords with assistants
What is (C) encrypting sensitive emails?
If customer service were a party, what role would communication play?
(a) The DJ—setting the tone and keeping the vibe right
(b) The bouncer—keeping people out
(c) The snack table—always optional
(d) The dancer — going with the flow; flexible
Who is (A) the DJ—setting the tone and keeping the vibe right?
Organizations invest in an advance technological tool for improving the following except:
(a) employee’s performance
(b) improve communication
(c) increase levels of effectiveness
(d) increase employee’s salary
What is (D) increase employee’s salary?
This barrier to communication influences how information is received based on personal beliefs, needs or past experience?
What is Selective Perception?
What does access control mean in information security?
What is restricting access to information based on user roles and authorization levels?
Fill in the blanks below:
This aspect of communication often has the greatest impact on customer satisfaction: 'It is ------------ communication takes place and ------- it takes place'.
What is 'what communication takes place and how it takes place'?
How does technology assist in reducing employee and communication errors on medical records?
(a) Automated checks
(b) Electronic health records
(c) Improve communication tools
(d) Standardized data entry
(e) All of the above
What is (D) standardized data entry?