Chapter 23-Effective Communication and Human relations skills

Human Relations

The development and maintenance of effective interpersonal (between people) relationships that enhance teamwork

Communications

The process of transmitting information and understanding from one person to another by use of words and non-verbal expressions such as body language

Jargon (slang)

In the workplace, specialized words or phrases known only by people working in a certain position

Coaching

Positive reinforcement used to encourage SP technicians to follow proper work behaviors, and negative reinforcement to discourage inappropriate work behaviors.

Attitude

Emotions that cause a person to react to people and/or situations in a predetermined way

Diversity

The broad range of human characteristics and dimensions that impact the employees’ values, opportunities and perceptions of themselves and others at work

Service recovery

The sequence of steps used to address customer complaints and problems in a manner that yields a win-win situation for the customer and the department

(blank) is the sequence of steps used to address customer complaints [workbook]

Service recovery

The (blank) step in communication that occurs when the listener asks a question, repeats information or otherwise helps the speaker to know if the message has been correctly received [workbook]

feedback

[workbook] Which of the following is an example of communications?

• Spoken word

• Written word

• non-verbal expressions

[workbook] This is an example of informal communication:

Spreading rumors

[workbook] Behavior relating to what is right and wrong relative to the standards of professional conduct is called:

Ethical behavior

[workbook] When a listener asks a question during a conversation, it is called:

Feedback

[workbook] The process allows a person to understand someone else’s needs

communication

[workbook] When speaking, one should

concentrate on the listener rather than oneself

[workbook] Which of the following basic listening tactics is most useful?

None of the above

[workbook] Using information gained from words or body language to interact with others is called

Communication

[workbook] Which of the following is the most important factor for effective teamwork

Attitude

[workbook] Which of the following statements is correct

Informal work groups frequently develop an informal communication system called the grapevine

[workbook] A group of employees from different departments within the healthcare facility that works together to resolve operating problems is called a

cross-functional team

[workbook] Valuing efforts to promote diversity can:

• Improve job satisfaction and decrease absenteeism

• Create a culture of respect and promote teamwork

• Increase creative thinking and problem solving

[workbook] Coaching is an example of:

Formal communication

[workbook] Knowing what is expected and consistently meeting those expectations is part of

Professional behavior

[workbook] When sterile processing techs have internet access at work:

It should be used for work-related purposes only

[workbook] Using information gained from communication to interact effectively with others is known as:

Human relations skills

[workbook] In difficult situations, SP technicians should:

Maintain a calm, professional attitude

[workbook] When using social media, which of the following is true?

• Shared information may infringe on patient rights

• Heated discussions should be avoided

• When posting pictures, confirm the pictures are approved