Housekeeping Department and Communication

Methods of communication

There are two basic methods of communication

One way communication

Two way communication

  For effective communication, the following points need to be kept in mind;

• - Before sending a message, the sender should understand why the message is being sent
• - Collect the relevant data
• - Compile the collected data in a concise manner which can be clearly understood
• - Select an appropriate means or medium of communication
• - Send the message through the selected medium
• - Ascertain that the message has been received and clearly understood by the receiver.
• - The receiver, on their part, should receive the message carefully, and understand it. If the message is not clear, ask the sender for clarification

  Before communicating any information, the means or medium for communication should be considered. This is very important.

Means/medium of sending messages

• Direct conversation
• Group discussions
• Telephone
• Written or typed letter
• Memo
• Handouts

Skills required for effective communication

Since the housekeeper must communicate with all different levels of hospital staff she must follow an effective oral and written communication process and must have good skills in listening and observation.

Oral communication

Successful communication through the spoken word requires careful planning. The speaker must think about what she wants to say, concentrate on communicating one idea at a time, and present the idea in a logical sequence. The speaker must also be aware of the effect of her tone of voice, and the expression on her face, for all these lend colour and meaning to her words.

For effective oral communication

• - Think through what you want to say before starting to talk
• - Put the listener at ease; speak in low, pleasant tones
• - Speak distinctly in words the listener can understand
• - Concentrate on communicating one idea at a time; avoid rambling
• - Look for signs of understanding or confusion
• - Ask questions to ensure that the listener has understood the message
• - Encourage the listener to ask questions to achieve clarity of understanding
• - Stick to ideas appropriate for the occasion
• - Look at the person to whom you are speaking and avoid actions that may distract him
• - Use terms that are persuasive rather than argumentative
• - Remember that ridicule or derision as well as argument stops the flow of communication
• - Recapitulate the conversation and confirm the conclusion that has been reached

Written communication

Factors important in oral communication are important in written communication as well. When communicating through writing, it is important to choose words and phrases carefully, as the writer cannot gauge the response to the message as can a speaker in a face-to-face situation; nor does the writer usually have the opportunity to clarify what is said by answering questions.

For effective written communication

• - Present one idea at a time
• -Phrase the idea in simple words
• -Present ideas in a logical order
• -Avoid sentences that average more than 20 words
• -Make paragraphs short
• -Engage interest in the first paragraph
• -Retain the reader’s interest by explaining how the idea will help him
• -Use repetition to reinforce the idea
• -Give examples to clarify the idea
• -Use action words, but spare long adjectives and adverbs that may obscure the action words

Listening and observing

Being a good listener is an art and requires practice.

To be a good listener

• - Stop talking; it is impossible to listen while you are talking
• - Concentrate on what the other person is trying to say; listen also to what he is not saying or what he avoids talking about by observing the body language and his facial expression
• - Sift facts and avoid hasty judgment. Wait until the speaker has finished and you can evaluate what he has said before you draw conclusions

For good observation

Good observation requires that the observer concentrates on the person, avoids distractions, and avoids unsupported assumptions and hasty actions. The observer must appear passive though his mind must be very active. If the observer reacts strongly or hastily in any way, the subject may feel inhibited or threatened and the communication may be distorted.

  The housekeeper must often use observation in the performance of duties. Observation is an important part of supervision; it is a major factor in inspection.

Summing up the above discussion

The sender and the receiver require certain basic skills, to make the communication effective.

For sender

• - Send clear information
• - Select the best means for communication
• - Ensure that the receiver has understood the message

For receiver

• - Listen to or read the message carefully, when receiving it
• - When the message is given directly, face to face, watch the body language
• - Ensure that the complete message has been received and understood

  Communication with senior officers of an organisation plays a vital role in the efficiency of the organisation. This communication can take place in the following ways:

Chief of administration

Manager

Staff

Senior level to junior le vel

The message is sent from the Chief of Administration to the Manager or from the Manager to the staff.

Chief of administration

Manager

Staff

Junior level to senior level

For example, in the housekeeping department, if the sweepers wish to express problems related to their job, the message is sent through the housekeeping staff to the manager and through him to the chief of administration.

Intermediate communication

This deals with communication between the housekeeping department and other departments.

Housekeeping staff

Staff of other departments

Housekeeping Manager

Reasons for ineffective communication

• - Not planning the message to be sent
• - No clear idea about the message
• - Using difficult words
• - Language problem
• - Speaking without facing one another
• - Anxiety on account of nervousness with a senior staff member causes one to listen to and understand the message wrongly
• - Lack of attention on the part of the receiver causes him to misunderstand the message

Effective measures for good communication

• - Speak clearly in order to be heard and understood.
• - Improve listening skills
• - Do not interrupt when the message is being given
• - Observe the body language of the speaker
• - If there is difficulty in understanding the message, ask for clarification

Housekeeping department and communication

The housekeeping department is not an isolated department. It is a responsible department which has to function in co-ordination with the reception, medical and other departments. Communication with the staff of these departments, and the patients coming to the hospital should be a two way communication. A one way communication will lead to waste of time, material and manpower. Communication should not only be effective with other departments, but also within the department. For example, if a manager simply asks for a room to be arranged to conduct a meeting, the message is incomplete and the result is confusion and delay in starting the meeting. In order to avoid this, the manager should have indicated the place, time, date and purpose of the meeting to be conducted. If something is not clear, the staff should get it clarified it with the concerned manager. On the other hand, the manager should ensure that the staff has understood the message completely.

Key points to remember

• - Ensure that the message is sent clearly
• - Ensure that the message is received and understood
• - Listen attentively when the message is being given
• - Observe the body language of the speaker
• - Do not fear to ask for clarification if the message is not understood

Student exercise

Answer the following

1. Why is effective and clear communication important for efficiency?
2. What are the different means of communication?
3. What are the factors contributing to effective oral communication?
4. What do we need to keep in mind when using written communication?