144 Essential Skills for Health Careers Success
times. Be sure to double-check that you have taken the message down
correctly.
• If the message is for someone else, be sure you deliver the message to
the correct person. If you are the recipient of a message, return the call
as soon as possible.
• Pay special attention to the spelling of the caller’s name. Ask for a full
name in case the caller has a common name.
• Use “please” and “thank you” and avoid using slang expressions.
• Hold the receiver an inch or an inch and a half from your mouth and
speak directly into the receiver.
• Make sure you have confi rmed all aspects of the message before you
hang up.
• When a doctor calls, answer questions promptly, or transfer the call as
soon as possible.
• Remember that you are not authorized to give medical information
to a family member or friend of a patient unless the patient has given
written permission to do so.
• Do not allow any conversation that identifi es a patient or contains
personal information to be overheard by other patients or visitors.
Public Speaking
You may be called upon to give a presentation in class or in your role
as a healthcare worker. Whether you are giving a short talk to fellow class-
mates or explaining a procedure to fellow workers, there
are several public speaking strategies to keep in mind.
• Be prepared. Practice your presentation several times.
Know more about your material than you include in
your speech. Use humor, personal stories, and conver-
sational language if relevant.
• Look at the audience and establish direct eye contact.
Smile, develop rapport, and notice if your audience
looks like they are following what you are saying or if
they look puzzled or confused (Figure 7.8).
• Relax and slowly count to three before beginning to
allow yourself time to calm down. Don’t apologize
for being nervous. Realize that people want you to
succeed.
• Know your room. Arrive early to the venue and walk
around the speaking area. Practice using the micro-
phone if possible, and make sure any visual aids you
may have are present and in working order.
• Remember to be concise and avoid a long, repetitive
presentation. Be aware of signs of lagging attention in
your audience.
Stuart Jenner/Shutterstock.com
Figure 7.8 Direct eye contact is critical when
giving a presentation.