The tone of voice used by the speaker can affect how the information is received. If someone sounds bored or angry it influences how the listener reacts. If the pitch or volume is high or low it may give the impression of shouting or whispering, either of which may convey an inappropriate message. When speaking in a health and care setting such as a care home you must present the information in a clear and simple way especially when speaking to someone with a hearing impairment you must stand close to them so they could read your lips.
When speaking, the language or the words used can affect the message being received by the service user. Dialect is the form of language spoken by people in a particular region or group. It is the general pronunciation that is common in certain part of region as well as the accent, which are both influenced by cultural background or communities. Slang is known as words that are used in an informal manger, which is used in an everyday routine, and can be hard to forget when speaking formerly.
Use of slang can lead to misunderstanding in many cases because not all people would be able to understand it. In a care home, you would have to be able to speak clearly so that the message is understood by the service user.
Posture and body language is a good and effective way to send a message to someone without having to speak. The way you dress up also haves an impact on first impression you have on a person, when you are working in a health and social care. The way an individual sits or stands can reveal what he or she is feeling and communicated this very clearly to others.
However, focusing on unwanted actions can have an undesired affect. For example, one of the most popular commercials in American television history was that of an elderly Native American shedding a tear as he reflected on the impact of litter. Cialdini, Goldstein and Martin state that this commercial presented a mixed message. The commercial unintentionally conveyed the message that littering was a common social norm and thus an acceptable behavior. As security professionals, we must attempt to correct poor behavior, but we must also ensure that we do not unintentionally encourage these actions.
Security professionals sometimes use fear to correct poor behavior. This can be seen in the numerous references to the terrorist attacks on September 11, , or the information breaches at TJ Maxx or Heartland. However, according to Cialdini, Goldstein and Martin , fear will stimulate the listener to take action; but if the listener is not told how to reduce the risk, the listener will eventually block out the message.
Therefore, we must be sure not only to highlight the issue but also to communicate to our audience attainable steps to reduce the risk. Though fear can be an effective motivator, it cannot and should not be our only persuasive technique. Cialdini, Goldstein and Martin state that reciprocity can also be used as a motivator.
According to the principle of reciprocity, social obligation is created when the recipient of an unsolicited favor or a service feels indebted to the presenter and will then be more likely to render additional support at a later time. Leaders occasionally come across situations that require remediation which could make someone look, rightly or wrongly, deficient in their responsibilities.
I have found that if I can ethically remediate an issue without sounding the alarm throughout the whole organization, I can make a new friendship that will pay dividends in the future.
Still, it is possible to initiate reciprocity without offering a favor. Sometimes all that is required is a simple thank you or even a piece of candy. This was exemplified by Cialdini, Goldstein and Martin , who concluded that how and when restaurants provide an after-dinner mint affected the amount of gratuity provided to the food servers.
Their research demonstrated that after-dinner mints provided to patrons as they left the restaurant increased the gratuity by 3. Furthermore, if the food server provided the mints to the patrons at the end of the meal while they were still seated at the table, the tip increased by But, the authors caution that this extra effort must not be extravagant or excessive since customers will definitely see such behavior as unethical.
Sometimes the only treat leaders can provide is gratitude and praise for a job well done. Like the waiter who provided an extra piece of candy, leaders must accurately time praise and be careful to avoid extravagant or excessive praise lest it become worthless.
Both fear and reciprocity can be effective tools to persuade others to listen to our message, but sometimes it is worth offering our services without any strings attached. The guest was told the donation was made since the hotel was piloting a project to reuse towels in an effort to conserve water.
The donation would be made whether or not the guest decided to agree to reuse their hotel towels; this was in contrast to an incentive based approach in which a donation would be made only if the guests agreed to reuse their towels.
In my own experience, I have found that it is sometimes worth the gamble to assume that a colleague will make the correct decision. If need be, I can always follow up with a quick audit.
If the colleague chooses the correct course of action, I can then bestow some praise. If not, I can attempt to use some fear as a motivator. There is still another tool that is valuable in the process of persuasion.
In the middle of this high-tech world, social scientist Randy Garner documented a very low-tech method to persuade others into action Cialdini, The research revealed that the recipients were more willing to respond when they felt that the request was personal, but it was unclear why the sticky note worked so well.
I recently started to take the extra initiative to either precede or follow up an important communication with a hard copy of the message accompanied by a personalized sticky note. I will drop off this message in-person or deliver it through inter-office mail. This form of communication has an additional benefit where I find myself in a personal conversation regarding not only the topic at hand but other important issues.
According to Randy Garner, "an ounce of personalized extra effort is worth a pound of persuasion" Cialdini, , p. Based on this research, it seems worthwhile to accompany a risk assessment, survey or an audit report with a personalized sticky note when requesting another professional's input or approval.
A sticky note may help to personalize a written communication, but what other communication techniques are at our disposal? I once had a manager who labeled those whose participation was required in most security related endeavors as the SWAT Security Weapons and Tactics team. By placing this label on these individuals, he fostered participation. This philosophy is reinforced by researchers Alice Tybout and Richard Yalch who documented that labeling impacts participation Cialdini, Leaders must ensure the proper use of labels when communicating.
When the use of sticky notes, flattery or praise will not work, we can also try a technique used by Benjamin Franklin. Benjamin Franklin stated, "He that has once done you a kindness will be more ready to do you another, than he whom you yourself has obliged" Cialdini, , p. Franklin once won over an adversary by requesting to borrow a rare book that was in the gentleman's possession.
Once the man performed this small act, the seeds of a future friendship were planted. Similarly, I often use a request for education as an olive branch to an adversary. Watson believed that asking for help could lead to greater productivity.
Watson stated that the most intelligent person working on the DNA project was Rosalind Franklin, but that she was so intelligent she never asked for help and thus never engaged in inspirational conversation that would lead to a revelation such as the discovery of the double-helix. Furthermore, researcher Patrick Laughlin argues that the individual could never match the collective power of the many Cialdini, As security leaders well trained in many security domains, we must never feel we are above others, even when we are the experts in a field.
Laughlin points out that we must rely on the full participation of others to accomplish our goals and protect our organization's data and systems. Inspiration does not only come from supportive colleagues. Sometimes revelations come from those we feel we are working against, including a professional adversary. How do we handle the interactions with our adversaries?
When appropriate, we must allow professional adversaries, those working on the side of good, to attempt to persuade us in the effort to ensure that we are not heading in the wrong direction.
The art of persuasion and debate is a valuable part of the communication process.
Effective Communication Paper Communication is important for any kind of environment. The technique, which has been effective and ineffective at the same time, is the team approach and feedback.
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Effective Communication Paper February 20, Health Care Management/HCS John M. Thompson Effective Communication Paper Communication promotes knowledge within a health care organization and is . Effective Communication Paper In-effective communication is a major risk factor in health care organizations. Effective communication depends on limpidity: both the speaker and the listener should be in agreement about the message that was transmitted.
Effective Communication Paper 3 Verbal communication is can occur in many ways such as orally, visually, written and through electronic communication. One of the basic components to verbal communication is sound. We learn this when we are babies, for example we would cry to let someone know we need something. According to Anglada %(12). Effective Communication Paper Communication promotes knowledge within a health care organization and is necessary for the organization to thrive. Communication is not only important to the staff but also to the patients within a health care facility who depend on staff communication to receive.