Effective Communication

Communication Defined

The Communication Process

Communication Barriers

Empathic Listening

FacilitativeListening

Be a Committed Listener

Responding

Sticks and stones may break my bones, but words. . . .

can wound forever.

The Power of Words

I didn’t say she stole the money.

I DIDN’T say she stole the money.

I didn’t SAY she stole the money.

I didn’t say SHE stole the money.

I didn’t say she STOLE the money.

I didn’t say she stole the MONEY.

Collaboration

Interpretation/Translation

Customer Service

Customer Service

Thank you for Listening!

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http://courses.nus.edu.sg/curseEllis, Dave (2002) Falling AwakeFoulger, Davis, (2204). Models of the Communication Process. Retrieved January 14, 2009 from

http://foulger.info/davis/research/unifiedModelOfCommunication.htmHamlin, R.N.M.S., Marty A. (n.d.) Courtesy and Customer Service For the Health Care Profesional

Self-Learning Packet. www.hcmc.org/education/residency. . . Retrieved 2/4/2008.Medical Facilitation: A Communication-centered Health Care Model. Retrieved September 15, 2010

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Joint Commission on Accreditation of Healthcare Organizations.River, MA, Dennis (March 2007). The Seven Challenges Workbook. Cooperative Communication

Skills for Success and Home and at Work 5th Ed. www.NewConversations.net Retrieved June 2007.

Rogers, Carl R. and Farson, Richard E. (1987) Active Listening Communicating in Business Today, Retrieved 1/15/2009.

Salem, Richard (July 2003). The Benefits of Empathic Listening. http://www.beyondintractabiity.org/essay/emapthic_listening. . . Retrieved 1/31/2008.

Van Servellen, Gwen Marram (1997) Communication Skills for the Health Care Professional