Chapter 7 Verbal and Written Communications 143
Language Barriers to Communication
Some patients will not be able to communicate with you because they
speak another language. Most hospitals have a policy in place to deal with
this situation. Additionally, many facilities have a list of employees who
speak other languages in addition to English. Be particularly careful to
avoid slang expressions as these can be especially confusing to non-Eng-
lish speakers.
Most importantly, make sure that the patient can understand the infor-
mation being communicated. You should also make sure you understand
any questions that the patient wants to communicate.
Telephone Etiquette
Regardless of where you will work in a healthcare facility, sooner or
later you will be answering the telephone. The following steps are an intro-
duction to proper telephone etiquette.
• Answer a ringing phone promptly! If you need to put someone on
hold, get their permission before doing so. For example, you might
say, “May I put you on hold, please?” Do not leave the caller on hold
for more than a minute or two without returning to see if they wish to
continue to hold.
• When answering the phone, identify the facility or department in
which you work, and give your name and title. For example, “Labora-
tory, this is Jean Smith, laboratory secretary. May I help you?”
• Before making a call, plan what you are going to say.
• When you leave a telephone number, speak slowly
and repeat the number twice.
• Speak clearly with a pleasant, professional tone
(Figure 7.7).
• Take a clear, concise message. Ask the caller to repeat
the message if you are not sure whether you have
heard or recorded it properly.
• A proper message must include the date and time
of the call, the caller’s name spelled correctly, and
the telephone number (including the area code). You
should also include your name as the person who
took the call. Always repeat all numbers, including
telephone numbers, addresses, numerical results, and
Children and the Truth
Part of treating a child with respect is being honest with him or her.
Telling a child that a shot or a blood test is not going to hurt may cause
lasting distrust of healthcare professionals. Telling a child, “you may feel a
little pinch” might be more appropriate.
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Figure 7.7 You sound friendlier on the telephone
when smiling.