Instructions Situation Receptionist Explained for Students (Easy Guide)

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Original Question

Instructions Situation: You are a receptionist handling incoming calls to a busy doctor’s office. Caller 1: Wants an appointment for her 3-year-old son who has a temperature of 100 F but no other symptoms. The mother is anxious. This is her first child. Caller 2: Is Angry. Has been disconnected 3 times. Has a complaint about her bill. Caller 3: Wants to see the physician. 65 year old patient having “severe chest pains”. He is difficult for you to understand. He gets more anxious when you ask him to repeat what he has just said. Caller 4: Needs a prescription refill. Assignment is to: Based on your assignments, decide the order in which the calls should be answered. Give the rationale for your decision Give an example of communication technique you might use with the callers. How would you speak to each caller to establish trust and lower their anxiety?

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