Question

Role-play to learn how to communicate with a coworker on the health care team.

Scenario: You are the receptionist and have just opened the office and switched all calls from the answering service. Patients have been waiting at the door and now come into the office wanting to check in. Sheryl, a coworker, is trying to tell you about her weekend, but you do not have time to listen to her. How can you respond without hurting her feelings and be able to give your full attention to your job? Role-play the communication between the administrative medical assistant and the coworker in complete descriptive sentences using the concepts below. Factors to include in your scenario:

          

1. Be polite and cheerful, use a friendly approach.

2. Use correct names and titles.

3. Use tack and diplomacy when attempting to resolve the problem.

4. Speak calmly and respectfully; do not become angry or defensive.

5. Use proper channels of communication. Try to work out the problem.

6. Do not judge; instead practice empathy.

7. Have a positive attitude.

8. Bring the issue that bothered you to the forefront.

9. Perform all your duties and responsibilities cheerfully.

10. Avoid gossip, arguments, and uncomplimentary statements.

11. Do not complain; instead be a problem solver.

Answer 1

1. Sorry was not able to answer the call sheryl was just entered in the office and also patients are waiting outside.
2. Conversation with patient- as my coworker is on leave today but i will try to adjust your appointment with another physician please wait outside.
3. As all the staff is busy today and many are on leave will either appointed you on another doctor or will provided you with next appointment.
4. Conversation with sheryl- as patients are waiting outside you should come and do your duty atleast not for the patients but atleast sake for your profession.