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EBS Chapter 8 Part 1

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CHAPTER 8: COMMUNICATING WITH CUSTOMER PART 1
WHAT HAPPENED? ,[object Object],[object Object],[object Object],[object Object]
COMMUNICATION ,[object Object],[object Object],[object Object]
HOW to communicate? ,[object Object],[object Object],[object Object],[object Object]
INTERNAL COMMUNICATION Downward communication Upward communication Horizontal communication Hospital Director Surgeon Doctor Doctor Head Nurse Nurse Nurse Nurse
INTERNAL COMMUNICATION ,[object Object],[object Object],[object Object],[object Object],[object Object]
EXTERNAL COMMUNICATION ,[object Object],[object Object]
INEFFECTIVE COMMUNICATION ,[object Object],[object Object],[object Object],[object Object]
INEFFECTIVE COMMUNICATION ,[object Object],[object Object],[object Object]
EFFECTIVE COMMUNICATION ,[object Object],[object Object]
EFFECTIVE COMMUNICATION 1. Sender sends message to receiver 2. Receiver receives & uncodes the message 3. Receiver responds & feedback to the sender.
EFFECTIVE COMMUNICATION ,[object Object],[object Object],[object Object],[object Object],[object Object]
EFFECTIVE COMMUNICATION ,[object Object],[object Object],[object Object],[object Object],[object Object]
COMMUNICATION SKILLS ,[object Object],[object Object],[object Object],[object Object]
COMMUNICATION SKILLS ,[object Object],[object Object],[object Object]
COMMUNICATION SKILLS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
COMMUNICATION SKILLS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
COMMUNICATION SKILLS ,[object Object],[object Object],[object Object]
COMMUNICATION SKILLS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
COMMUNICATION SKILLS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
COMMUNICATION SKILLS ,[object Object],[object Object],[object Object],[object Object]
COMMUNICATION METHODS ,[object Object],[object Object],[object Object],[object Object]
COMMUNICATION METHODS ,[object Object],[object Object]
COMMUNICATION METHODS ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]

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Communicating With Customers Part 1

  • 1. CHAPTER 8: COMMUNICATING WITH CUSTOMER PART 1
  • 2.
  • 3.
  • 4.
  • 5. INTERNAL COMMUNICATION Downward communication Upward communication Horizontal communication Hospital Director Surgeon Doctor Doctor Head Nurse Nurse Nurse Nurse
  • 6.
  • 7.
  • 8.
  • 9.
  • 10.
  • 11. EFFECTIVE COMMUNICATION 1. Sender sends message to receiver 2. Receiver receives & uncodes the message 3. Receiver responds & feedback to the sender.
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