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10 Cards in this Set
- Front
- Back
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Key points to watch for within customers |
Facial Expressions. Body Position. Body Movement. |
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Definition of Authentic Self |
Acting in a way that is genuine, which results in spontaneous interactions with others. |
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Definition of Empathy |
Understanding, being aware, being sensitive, and/or vicariously experiencing the feelings, thoughts, and experiences of others. |
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Definition of Empathic Communication |
Simply put, is communication that is routed in empathy. It plays a vital role in your interactions with clients. |
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Definition of Self Care |
Your ability to balance all aspects of who you are in order to effectively cope with the day to day stress in your life. (Physical, spiritual, emotional, psychological, etc.) |
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Key points to listen to from customers |
What's being said (the words being spoken). What's not being said ("read between the lines"). Tone of voice. Breathing patterns. |
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What are some things to stop and think about before responding to a customer? |
How the client is communicating with you. What may be influencing the situation. How to interpret and respond to the customers body language versus verbal communication. |
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Stressors that affect communication |
School, sleep, illness, family, finances, food, health, friends, politics, pets, traffic, work, vehicle. |
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Importance of Self Care |
We all have stress in our lives. We may work in stressful situations. It helps us cope with daily living, what then helps us support the clients we work with. |
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Things you would include in your self care tool kit |
Positive thoughts, exercise, friends, family, going out for coffee, having a bath, playing with pets, watching a movie, creating art, sleep. |
