U12 - Communication & Customer Service

communication cycle

sender, receiver, and message.

active listening

nonjudgmental, positive body language, allowing time to comprehend words and the intended message.

communication styles

assertive, passive, aggressive, manipulative.

assertive communication

proper eye contact and body language, respectful voice volume.

visual communicators

hand movements and facial expressions, body language indicates the message more than the words used.

nonverbal communication

eye contact, facial expression, posture, haptics or touch, gestures, personal space.

psychosocial care characteristics

providing psychological, social, and spiritual care through therapeutic communication with cultural sensitivity.

telephone etiquette

polite, prepared, to the point, preceptive, cooperative

letter styles

full block, modified block, modified block format with indented paragraphs, simplified format.

aspects of professionalism

behaviors, appearance, communication, voice, tone, attitude, word selection, written, work ethic, relationships.