Positive

Communicating in a positive manner through comments that are:

• Genuine (real)
• Specific (definite, precise)
• Timely (give immediate feedback)
• Sincere (without deceit or pretense)

 [ send green star]

Communicating in a negative manner through negative comments that are negative in word or action. Additional categories of negative communication include:

• Zero (absence of any communication technique)
• Crooked (positive communication followed by a negative remark.
• Plastic (comments given as a ritual)
• Hostile (aggressive, threatening communication style)

 [ send green star]

Providing excellence in patient/guest/customer service through six methods of human interaction.

• Feeling good about yourself
• Practicing habits of courtesy
• Speaking (verbal and non-verbal communication)
• Listening (anticipating, reading between the lines, asking questions, getting involved, caring about your patient/guest/customer and their needs)
• Performance (providing quality work that is prompt and accurate)
• Learning (job growth through knowing more about your patient/guest/customer, facility and services)

 [ send green star]