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with patients families and coworkers与患者家属和同事沟通课件

with patients families and coworkers与患者家属和同事沟通课件

ID：18881046

大小：4.21 MB

页数：67页

时间：2018-09-21

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1、4CommunicationwithPatients,Families,andCoworkers4-24.1Identifyelementsofthecommunicationcircle.4.2Understandanddefinethedevelopmentalstagesofthelifecycle.4.3Giveexamplesofpositiveandnegativecommunication.LearningOutcomes4-34.4Listwaystoimprovelisteningandinterperson

2、alskills.4.5Explainthedifferencebetweenassertivenessandaggressiveness.4.6Giveexamplesofeffectivecommunicationstrategieswithpatients inspecialcircumstances.LearningOutcomes(cont.)4-44.7Discusswaystoestablishpositivecommunicationwithcoworkersandmanagement.4.8Describeh

3、owtheofficepolicyandproceduresmanualisusedasacommunicationtoolinthemedicaloffice.LearningOutcomes(cont.)4-54.9Describecommunityresourcesandhowtheyenhancetheservicesprovidedbyyouroffice.4.10Explainhowstressrelatestocommunicationandidentifystrategies toreducestress.Le

4、arningOutcomes(cont.)4-6IntroductionMedicalassistantsmustRecognizehumanbehaviorsCommunicateeffectively,withprofessionalismanddiplomacyRecognizeobstaclesthataffecttherapeuticcommunication4-7CommunicatingwithPatientsandFamiliesYouarethekeycommunicatorbetweenthephysici

5、anandpatientYourinteractionsetsthetonefortheofficevisitDevelopingstrongcommunicationskillsisjustasimportantasmasteringadministrativeandclinicalskillsCommunicationwillinfluencehowcomfortablethepatientfeelsinyourpractice.4-8CommunicatingwithPatientsandFamilies(cont.)C

6、ustomerserviceMostimportantpartof communicationTwopointsfundamentaltocustomerserviceThepatientcomesfirstPatientneedsaresatisfiedPatients are#1!4-9CommunicatingwithPatientsandFamilies(cont.)ExamplesofcustomerserviceTelephonetechniquesWritingorrespondingtotelephonemes

7、sagesExplainingprocedurestopatientsAssistingwithbillingissuesCreatingawarmandreassuringenvironment4-10ApplyYourKnowledgeWhatarethetwokeypartsofcustomerservice?ANSWER:Thetwofundamentalpartsofcustomerservicearethatthepatientcomesfirstandyoumustsatisfypatientneeds.Good

8、!4-11TheCommunicationCircleThecommunicationcircleinvolvesanexchangeofmessagesthroughverbalandnonverbalmeans.4-12CommunicationProcessPatien

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