ERIC Number: ED377744
Record Type: Non-Journal
Publication Date: 1994
Reference Count: N/A
Patient Relations and Workplace Communication.
Career Resources Development Center, Inc., San Francisco, CA.
The workbook contains lessons and exercises in patient relations and workplace communication in a medical services office, particularly for interactions involving one or more non-native speaker of English. Seven units address these topics: (1) greetings and basic assistance, greeting established patients, and measuring height and weight and taking temperature; (2) giving directions and confirming/clarifying information; (3) communication with patients (giving instructions, getting medical information); (4) patient confidentiality issues, explaining patients' rights, and responding to requests for patient information; (5) polite questioning strategies for discussing insurance and billing); (6) waiting room management (comforting anxious patients, handling difficult situations, and answering questions); and (7) translating for the doctor and solving other communication problems on the job. Dialogues and exercises are included in each unit. (MSE) (Adjunct ERIC Clearinghouse on Literacy Education)
Descriptors: Adult Basic Education, Civil Liberties, Communication Problems, Confidentiality, Dialogs (Language), Grammar, Helping Relationship, Immigrants, Interpersonal Communication, Interpersonal Competence, Job Skills, Listening Skills, Medical Services, Organizational Communication, Physical Examinations, Physician Patient Relationship, Problem Solving, Pronunciation, Questioning Techniques, Reading Skills, Receptionists, Role Playing, Screening Tests, Skill Development, Vocabulary Development, Workplace Literacy
Publication Type: Guides - Classroom - Learner
Education Level: N/A
Authoring Institution: Career Resources Development Center, Inc., San Francisco, CA.