CCMA- Communication & Customer Service

internal communication

exchange of information among individuals or group within an organization or business

projection

transferring negative emotions to others

introjection

adopting another persons thoughts/feelings

regression

reverting to childhood behavior

suppression

blocking unpleasant experiences

use blind carbon copy

a feature in email that allows the sender to send a copy of an email to different recipients without the other recipients seeing the other email addresses

telemedicine

places greater emphasis on verbal communication

if angry email is received

print it and put a copy in chart then plan response

for patients who having hearing loss

use hand gestures

to assess patient

ask open ended questions about their symptoms

cultural differences

often reason for patient being unable to trust healthcare workers

diversity & inclusion

represents broader concept of ensuring varied representation & equity

analytical communication

data-driven focuses on presenting facts & numbers

intuitive communication

clear, brief, and specific without using too much jargon

functional communication

organized approach with timelines, detailed plans, and step-by-step format

when dealing with written data with confidential info

an MA should provide a cover sheet/seal in an envelope to maintain patient privacy

for telemedicine visits with older patients

check the device’s internet connection & that audio-visual is working properly

simplified style

• all text is left aligned

• no salutation- subject is put in ALL CAPS

• no signature- type sender name in ALL CAPS

sender generating message

the sender creates & sends the message containing info or instructions

receiver decoding the message

the receiver receives and interprets the message extracting meaning from it

receiver generating feedback

receiver formulates a response or feedback based on their interpretation of the message

sender decoding feedback

sender receives and interprets the feedback provided by the receiver completing the communication loop

social distance for ideal health coaching

4-12 feet

cause & effect analysis

used to identify the root cause of a problem

pareto analysis

used to identify the most significant contirbuting factors to a problem, typically using the 80/20 rule

flowchart analysis

uses diagrams to map out the steps

when filling out an incident report

include witness statements

language barriers

hinder patient understanding of informed consent, impacting the ability to make informed decisions

full block style

• all parts left-aligned

• new paragraphs indicated by skipping a line

modified block

• senders address, date, complimentary closing and signature center-aligned

• otherwise follows full block format

semi-block

• paragraphs have indentations

• otherwise follows full block format

referral letter

requires providers signature

building rapport with patients in wheelchairs

maintain eye contact

part of letter with inside address

under the date light, above salutation

agressive

both verbally & non verbally involves minimal personal space and rapid, forceful gestures

assertive

confident and direct expression, involving clear confident verbal & non verbal communication

avoidant

deliberate efforts to sidestep convo, typically avoiding the topic or convo altogether

manipulative

one-sided and inauthentic communication with hidden motives

passive

a more submissive style entailing softer voice tones and hesitancy in communication

passive agressive

expressing negative feelings indirectly often through sarcasm