Analyze Telephone Responses – Telephone Techniques – Communication Assignment Help

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Communication Assignment Help
Task: 
Instructions Learners will analyze telephone responses to all 25 situations provided in this exercise. Each situation must have a minimum of three or more possible responses that might occur during the telephone conversation, using proper telephone techniques learned from this course.
Suppose you work on a busy surgical unit. You receive the following calls. Respond to each call in what you think is the best manner. Think about how you should handle or direct the call and whether you need additional information. If the call is for the doctor, should you put it through? How should you respond to the caller’s questions or demands? Can you identify the caller and what department they belong to?

You are Jim Wentworth from SPD and you want to speak to Laura Morrison (PCM) about the new stretcher she ordered. It will not be here until next week.

You want to speak to Ms Goody (patient) about a private matter.

 You are Mavis Old. You want to speak to Laura.

 You are Bert Olson. You want your sister, who is a registered nurse, Julie Davis’s telephone number.

You are Mary Martin. You want to know if you can bring a piece of pie for your husband, George, tonight. You realize that he is having some tests but do not know if it matters.

You are Mark Stone form city hall. You want information about your friend Marley Davis.

. You are Peggy Jamison. Your son is on the unit. You are very upset because your son has a very serious condition and the doctor has not been to see him for 2 days. You want something done about this.

 You are Maura Morton. You are being admitted tomorrow and are wondering what you can bring with you.

You are admitting. You want to know if the unit has any possible discharge this morning.

You are Jenny Gordon. You want to leave a message for your daughter June Borgon (patient). You will not be able to visit today.

You are Benny Hill, a reporter from the Calgary Herald. You want some information about an accident patient Joe Hubba (new admission).

You are Alice Griffith, neighbor of Marly Davis (patient). You want to know how she is and what surgery she had done.

You are Mrs. Jones, calling to see how your husband Brian Jones (patient) is. He had surgery yesterday.

You are Dr. E Johnson and you want to order some blood work for patient George Martin.

You are Grace Skorodenski and want to leave a message for Laura Morrison to call you at 352-7869 before lunch.

You are Gertrude Mathison. You want to bring your grandchildren in to see their grandfather (Max Mathison -patient) at 08:00. You know that this is not permitted but want the unit clerk to make an exception.

You are Martha from Diagnostic Imaging. You will do Marly Davis’s ultrasound at 09:00 hours tomorrow morning. Please remind the staff to have Mrs. Davis drink at least 2 liters of water prior to test.

You are Nigel Thomson. You want to talk to Thelma Cold (RN). You will leave a number for her to call 908-6543. It is regarding her application from the bank.

You are Maurice LeGault from OR. Send Max Matheson (patient) for surgery. Remind staff to send his antibiotics.

You are Bertha Songbird. Your mother died last night and you are wondering where her valuables are.

 You are a bomber. Make it up as you go.

You are Dr B Blue and want to know what Marly Davis’s lab results were.

You are Marg Lachmutch from laboratory. You have some lab results on Martha Bowman: Hgb 65 (very low).

You are Dr. Sokornowski (consult). You where asked to see Marly Davis re: her increase blood pressure. You would like to order her Adalat 5 mg sublingual now.

You are an angry caller. You have been trying to get through for the last half hour. State “What’s the matter with you people? Do you leave your telephone off the hook? Don’t you realize that there are families wanting to get in touch with their love ones? Can’t you afford another telephone line? This is ridiculous, just ridiculous

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