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Contact, Care, COMMUNICATE

Contact, Care, COMMUNICATE
Author: Stephanie Dollschnieder
Publisher: Xlibris Corporation
Total Pages: 111
Release: 2010-01-04
Genre: Business & Economics
ISBN: 1462801129
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Contact, Care, COMMUNICATE—How Interpersonal Skills Are the Foundation of Genuine Customer Service is a quick and easy read. It helps demystify people skills by presenting interaction concepts in a straight-forward manner that most people can employ. The book pages contain real-world approaches to customer service challenges, and actionable steps for creating an outstanding service experience that will help secure customer loyalty, grow customer base and business services. This book is a compilation of the insights and observations gleaned from over 20 years of successful research, training, and consulting work in the field of customer service. Ms. Dollschnieder contends that genuine customer service is really a study and practice in human relations. The guidelines within Contact, Care, COMMUNICATE explore the best ways to optimize the human aspect of service. You’ll be introduced to the critical Business-Service-Trust Cycle; learn effective listening techniques; come to understand the nuances of non-verbal communication; and be provided with seven steps for salvaging customer relationships when an error has been made. For those encounters with seriously angry customers, it also provides Seven Tips for Dealing Effectively with Angry or Difficult Customers. Lastly, the book contains “how to” suggestions for those businesses that want to reap the many benefits of creating an internal culture of service.

Contact, Care, Communicate

Contact, Care, Communicate
Author: Stephanie Dollschnieder
Publisher: Xlibris
Total Pages: 111
Release: 2010
Genre: Business & Economics
ISBN: 9781450008037
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Contact, Care, COMMUNICATE How Interpersonal Skills Are the Foundation of Genuine Customer Service is a quick and easy read. It helps demystify people skills by presenting interaction concepts in a straight-forward manner that most people can employ. The book pages contain real-world approaches to customer service challenges, and actionable steps for creating an outstanding service experience that will help secure customer loyalty, grow customer base and business services. This book is a compilation of the insights and observations gleaned from over 20 years of successful research, training, and consulting work in the field of customer service. Ms. Dollschnieder contends that genuine customer service is really a study and practice in human relations. The guidelines within Contact, Care, COMMUNICATE explore the best ways to optimize the human aspect of service. You'll be introduced to the critical Business-Service-Trust Cycle; learn effective listening techniques; come to understand the nuances of non-verbal communication; and be provided with seven steps for salvaging customer relationships when an error has been made. For those encounters with seriously angry customers, it also provides Seven Tips for Dealing Effectively with Angry or Difficult Customers. Lastly, the book contains "how to" suggestions for those businesses that want to reap the many benefits of creating an internal culture of service.

Textbook of Palliative Care Communication

Textbook of Palliative Care Communication
Author: Elaine Wittenberg PhD
Publisher: Oxford University Press
Total Pages: 457
Release: 2015-10-23
Genre: Medical
ISBN: 019020172X
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The Textbook of Palliative Care Communication is the authoritative text on communication in palliative care, providing a compilation of international and interdisciplinary perspectives. This volume was uniquely developed by an interdisciplinary editorial team to address an array of providers including physicians, nurses, social workers, and chaplains, and it unites clinicians with academic researchers interested in the study of communication. By featuring practical conversation and curriculum tools stemming from research, this text integrates scholarship and inquiry into translatable content that others can use to improve their practice, teach skills to others, and engage in patient-centered communication. The volume begins by defining communication, explicating debatable issues in research, and highlighting specific approaches to studying communication in a palliative care context. Chapters focus on health literacy and cultural communication, patient and family communication, barriers and approaches to discussing palliative care with specific patient populations, pain, life support, advance care planning, and quality of life topics such as sexuality, spirituality, hope, and grief. Team communication in various care settings is outlined, and current research and education for healthcare professionals are summarized. Unique to this volume are chapters on conducting communication research, both qualitatively and quantitatively, to promote further research in palliative care.

Communication, Relationships and Care

Communication, Relationships and Care
Author: Sheila Barrett
Publisher: Routledge
Total Pages: 390
Release: 2004-03-01
Genre: Medical
ISBN: 1134358229
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Communication and relationships have become an increasing focus of attention in debates about the future of health and social care. People working in care services are being encouraged to improve communication processes, to develop more participatory relationships with service users, and to work more closely in partnership with other professionals. This Reader provides a comprehensive collection of literature that aims to enable those involved in care services, as workers, carers or service users, to reflect on their everyday interactions and to situate them in wider contexts. Including new material from the frontline of research and practice, as well as some classic readings, this wide-ranging volume emphasises the need to see interpersonal communication as embedded in relationships, and to take account of issues of power and diversity, as well as the emotional dimension of care work. Covering both health and social care, the Reader is divided into four sections, focusing on: * concepts and contexts * analysing aspects of communication * the person in the process * communication and relationships in organisations. Communication, Relationships and Care will be an essential resource for students of social work, nursing, health and social policy, and for all involved in health and social care services, whether as professionals, carers or service users. It is a set book for the Open University's second level undergraduate course Communication and Relationships in Health and Social Care (K205).

Patient-Provider Communications: Caring to Listen

Patient-Provider Communications: Caring to Listen
Author: Valerie A. Hart
Publisher: Jones & Bartlett Publishers
Total Pages: 336
Release: 2009-09-25
Genre: Medical
ISBN: 1449655777
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This text offers specific patient communication for advanced practice nurses. Role-plays for different clinical situations, with varying patient populations provide a bridge for implementing communication strategies in the clinical setting. Each chapter gives a brief synopsis of current communication theories that relate to the topic and which drive communication strategies with patients. Communication and Journaling exercises are included at the end of each chapter! Accompanied by PowerPoint Slides

Dying in America

Dying in America
Author: Institute of Medicine
Publisher: National Academies Press
Total Pages: 470
Release: 2015-03-19
Genre: Medical
ISBN: 0309303133
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For patients and their loved ones, no care decisions are more profound than those made near the end of life. Unfortunately, the experience of dying in the United States is often characterized by fragmented care, inadequate treatment of distressing symptoms, frequent transitions among care settings, and enormous care responsibilities for families. According to this report, the current health care system of rendering more intensive services than are necessary and desired by patients, and the lack of coordination among programs increases risks to patients and creates avoidable burdens on them and their families. Dying in America is a study of the current state of health care for persons of all ages who are nearing the end of life. Death is not a strictly medical event. Ideally, health care for those nearing the end of life harmonizes with social, psychological, and spiritual support. All people with advanced illnesses who may be approaching the end of life are entitled to access to high-quality, compassionate, evidence-based care, consistent with their wishes. Dying in America evaluates strategies to integrate care into a person- and family-centered, team-based framework, and makes recommendations to create a system that coordinates care and supports and respects the choices of patients and their families. The findings and recommendations of this report will address the needs of patients and their families and assist policy makers, clinicians and their educational and credentialing bodies, leaders of health care delivery and financing organizations, researchers, public and private funders, religious and community leaders, advocates of better care, journalists, and the public to provide the best care possible for people nearing the end of life.

Emergency and Trauma Care for Nurses and Paramedics

Emergency and Trauma Care for Nurses and Paramedics
Author: Kate Curtis
Publisher: Elsevier Health Sciences
Total Pages: 1494
Release: 2011-08-15
Genre: Medical
ISBN: 0729579824
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Emergency and Trauma Care is written for Australian emergency care providers including paramedics, emergency nurses, pre-hospital care providers, nurse practitioners, general practice nurses and allied health practitioners including occupational therapists and physiotherapists who are caring for trauma patients. This book follows the patient journey from pre-hospital to definitive care. Using a body systems approach, each chapter provides comprehensive coverage of all aspects of adult and paediatric emergencies. Implications for clinical practice is supported by chapters of professional practice, clinical skills, research, evidence-based practice, and legal, ethical and cultural issues. Clinical assessment, physiology, management and rationale for intervention of common and not so common emergency presentations are provided, with each chapter providing clear and relevant examples for both Paramedics and Nurses. Emergency and Trauma Care brings together a team of highly respected clinical practitioners and academics to deliver the most up-to-date text dealing with the practical procedures and evidence experienced by emergency and trauma care providers every day. Chapter 2 Pre-hospital care overview in Australia and NZ Chapter 10 Scene assessment, management and rescue Chapter 11 Pre-Hospital Clinical Reasoning, Triage and Communication Pre-hospital and emergency nursing considerations included in all relevant chapters Chapter 5 Cultural Considerations in Emergency Care addresses cultural diversity, beliefs and values and focuses on Aboriginal and Torres Strait Islander health and Maori health Chapter 19 Resuscitation includes advanced life support, airway management and incorporates the 2010 Australian Resuscitation Council guidelines Chapter 37 People with disabilities provides assessment, examination and communication strategies for working with clients with intellectual and physical disabilities Section 5 focuses on examination and communication strategies for working with unique population groups, including the elderly, disabled, obstetric and paediatric patients Section 6 details major trauma assessment and management, blast injury, and trauma to specific body regions Essentials outline the main points addressed in each chapter Practice tips assist with communication skills, procedures and assessment Case studies supported by questions throughout Summaries and Key points, review questions, web links and references provide for consolidation and further research. Evolve resources include Power point slides, 30 additional Case studies, image bank, web links Three paramedic specific chapters (including scene assessment and management)

Patient-Centered Communication

Patient-Centered Communication
Author: Natacha J. Moreno
Publisher: Thieme
Total Pages: 121
Release: 2020-03-06
Genre: Medical
ISBN: 1684201845
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A practical resource that provides keys to improved patient–provider communication in healthcare "Engages its readers not only on an intellectual level but also on an emotional one…. This is a must read for everyone in the healthcare field and also for those involved in any form of caregiving. Natacha has written an inspiring book!" George Kohlrieser, PhD, Distinguished Professor of Leadership and Organizational Behavior Patient-Centered Communication: The Seven Keys to Connecting with Patients by Natacha J. Moreno supports and enhances caring communication and empathetic dialogue between providers and patients, an extremely important topic that exemplifies excellence in medical practice. The book focuses on seven essential components which form the foundation of compassionate communication. These are mindfulness, intention to bond, positive body language, empathetic vocal tone, attending to the patient's state and perspective, and listening with the heart and mind. The chapters provide instruction on effective verbal and nonverbal skills that support each vital key to connection. Key Highlights Opening vignettes provide a practical example of each chapter's topic in practice Imagine This and Take Action boxes stimulate thinking, motivate action, and provide an opportunity to apply knowledge and communication skills Videos demonstrate how to nonverbally reflect engagement, openness, kindness, and compassion, and also provide positive and negative examples of tone and vocal style This highly compelling and inspirational book is an essential read for all healthcare professionals and caregivers, and serves as a vital teaching guide.

Communication Skills for Effective Dementia Care

Communication Skills for Effective Dementia Care
Author: Ian Andrew James
Publisher: Jessica Kingsley Publishers
Total Pages: 144
Release: 2019-04-18
Genre: Health & Fitness
ISBN: 1785926241
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Effective communication is critical for everyone, and this insightful book teaches the skills needed by healthcare staff in their day-to-day interactions with people with dementia and their families. Often when people with dementia exhibit behaviour that challenges, it is an indication that their needs are not being met. The authors illustrate the key aspects of communication for the development of a skilled and confident workforce, capable of providing thoroughly effective care that reduces levels of agitation in people with dementia. The first six chapters describe the CAIT (Communication and Interaction Training) framework established by the authors. This is followed by chapters contributed by experts on the Positive Care ApproachTM, appropriate touch and communication with people in the late stages of dementia. Accessible and practical, it will help caregivers develop and articulate existing skills as well as gain new ones, allowing them to overcome the challenges faced when caring for people with dementia.

Communication Skills for the Health Care Professional

Communication Skills for the Health Care Professional
Author: Gwen Marram Van Servellen
Publisher: Jones & Bartlett Learning
Total Pages: 422
Release: 1997
Genre: Allied health personnel and patient
ISBN: 9780834207660
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This textbook provides the kind of comprehensive and in-depth preparation your students need to communicate optimally with patients, families, and fellow providers. Combining principles and practical applications, this text shows students how to apply communication techniques to patient care. It contains specific examples from many health care disciplines and is appropriate for all students in medicine, nursing, pharmacy, dentistry, and other allied health professions. Complete with chapter objectives, real-life examples and sample dialogue, and a glossary defining over 100 words and terms essential to the field of communication.