chapter 23 Success Through communication

ethical Behavior

Behavior relating to what is right or wrong relative to the standards of conduct for a profession

when speaking you should concentrate on

The Listener rather than oneself

diversity

a broad range of human characteristics and dimensions that impact the employees values, opportunities and preconceptions of themselves and others at work

feedback

a step in communication process that occurs when the listener asks a question, repeats information or otherwise helps the speaker know if the message has been correctly received. Feedback is also defined as a method to respectfully share ideas and information on a specific issue

attitude is the most important factor necessary for teamwork

attitude is the most important factor necessary for teamwork

the ability to use information gained from words or body language to interact with others is

communication

a group of employees from different departments within the healthcare facility that work together to solve operating problems is called a

cross functional team

Central service technicians who do not think they are being treated appropriately by their employer should

discuss the situation with their supervisor

attitude

emotions that cause a person's react to people and or situations in a predetermined way

when Central service technicians have internet access at work they should

follow the facilities policy

poaching is an example of

formal communication

coaching

positive reinforcement used to encourage Central service technicians to follow proper work behaviors, and negative reinforcement to discourage inappropriate work behaviors.

knowing what is expected and consistently Meeting those expectations is part of

professional Behavior

jargon

specialized words or phrases known only by people working in a position

human relations

the development and maintenance of effective interpersonal relationships that enhance teamwork

communication

the process of transmitting information and understanding from one person to another by use of words and nonverbal Expressions, such as body language

service recovery

the sequence of steps used to address customer complaints

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