Unit 12: Communication and Customer Service

Communication

100

Communication that occurs through expressive behaviors and body language rather than oral or written words.

Nonverbal communication

200

Interaction between a patient and a medical professional focused on improving the physical and emotional well-being of the patient.

Therapeutic communication

300

Engaging with the sender regarding the message and the intended interpretation. 

Active listening

400

These type of communicators tend to use the skills of listening when comprehending a message.

Auditory communicators 

500

These type of communicators focus on hands-on learning.

Kinesthetic communicators

Five Ps of Telephone Etiquette

100

Use of a soft tone

Polite

200

Have all the relevant details (names, numbers, dates)

Prepared

300

Don't beat around the bush

to the point

400

Don't waste people's time by talking about irrelevant topics

Perceptive 

500

Provide the information needed. If you can't help, find someone who can or tell the caller you will call back with the information.

cooPerative

Letter Styles

100

A sample of written correspondence or email that is established with appropriate components that will be personalized to fit the need of the sender.

Template

200

All lines are flush with the left margin.

Full block format

300

The address and body are left justified, and the rest starts at the center of the document. 

Modified block format.

400

The address is left justified and, the rest start at the center of the document with indented paragraphs. 

Modified block format with indented paragraphs.

500

The information is left justified, and it does not include a salutation or a complimentary closing.

Simplified format

Forms of Nonverbal Communication

100

The process of looking into someone else's ____, usually to communicate with another person

Eye contact

200

 The primary way to express emotions like happiness, sadness, anger, fear, surprise, and disgust.

Facial Expressions

300

the way a person holds their body, both standing and sitting, and how they position it relative to others

Posture

400

The study of how people communicate through touch.

Haptics or touch

500

The distance a person creates and maintains between you.

Personal space

Definitions

100

Sending and receiving information, thoughts, or feelings through verbal words, written words, or body language.

Communication

200

The attitude, behavior, and work that represents a profession.

professionalism

300

Information relayed to the message sender regarding how the message was received and interpreted.

feedback

400

Beliefs that are not proven by facts about someone or a particular group of individuals. 

Biases

500

Being respectful by using proper verbiage, tone, and manners when conveying information.

Telephone etiquette