m1 principles of customer service/ / intrapersonal communication

customer

a person, group, system and organization that one interacts with in his/her day to day function

Internal customers

are those employed or involved in the workplace providing service employees, representatives,

External customers

not part of the organization or not employed in the company who receiving the services being provided.

• Angry patients/entitled customers

• Patients who cannot pay for their medicine

• Complaints about drug prices

• Illegal/Expired prescriptions

• Dispensing errors

There are different types of clients that require different approach to address their needs

feedback and evaluation of feedbacks

There is a need for review of the process and provided service and it can be done thru ________ to serve as a basis for providing changes on the services

1. Clear Communication

2. Listening skills

3. Self-control

4. Positive Attitude

5. Assertiveness

6. Conflict Resolution

7. Empathy

8. Depersonalization

9. Taking Responsibility

10. Sense of Humor

10 soft skills

communication skill

Using effective ______ is essential in the provision of patient care.

Interpersonal communication

is an important consideration of patient-centered care

Precontemplation

• Unwillingness to change

• Lack recognition of problem

• Deny seriousness of risks

Contemplation

• “Thinking about” change

• Aware of consequences of inaction

• Willing to change within 6 months

Preparation

• Commitment to change (<1month)

• Benefits seen to outweigh costs

Action

• Change is initiated

• Challenges experienced

• Effort to maintain resolve

Maintenance

• Change established (>6months)

• Change incorporated into lifestyle

• Focus is on avoiding relapse

1. Express empathy

2. Develop discrepancy

3. Roll with resistance

4. Support self-efficacy

5. Elicit and reinforce "change talk”

Principles and Techniques of Motivational Interviewing (Miller and Rollnick)

Express empathy

Convey to patients that you understand the difficulty of change.

Develop discrepancy

» Let patients present the arguments in favor of change.

Roll with resistance

Arguing with patients about the necessity of behavioral change may cause them to argue the other side (remember, they feel ambivalent) and point out why change is not feasible right now.

Support self-efficacy

» Reinforce patient statements that reflect positive attitudes and optimism about ability to change.

» Encourage patients to talk with others who have overcome obstacles to change and have discovered strategies that worked for them.

mastery

the most important learning comes from one’s own “___” experiences where one make changes in line with goals

Elicit and reinforce "change talk”

Discuss a range of steps that could be taken to get closer to health goals rather than promoting “all or none” thinking for complex changes.

1. Hearing impairment

2. Vision impairment

3. Lack of information and understanding

4. Environmental barriers

Verbal communication issues:

1. Lack of patient educational material

2. Visual impairment

Written communication issues:

Skills in Effective Listening

1. Summarizing

2. Paraphrasing

3. Empathic responding

4. Attending behaviors

1. Maintain professional image

2. Meet the client/ customer requirements

3. Build credibility with customers/client

The elements of the competencies include