Question

What did the nursing assistant do incorrectly in this phone conversation?

Name: 24 Can I te Okay. I 2. W Communication and Cultural Diversity 13. Demonstrate effective communication on the telephone Scenarios Read the following telephone conversations and think about how the nursing assistant could have better presented herself on the phone. Example #1 Making a call from a facility Hi, who's this? Could you get Ms. Crier on the phone, please? I need to talk to her. She's not there? Do you know where she is? I really have to talk to her right now. My resident asked me to call her to see if she can come visit today. She's really lonely and needs a visitor. Okay, well tell her Ella called and have her call me back. Ella Ferguson. The number? I don't remember what it is. Just look up Whispering Pines Nursing Facility. I don't know how much longer I'll be here, but have her call me as soon as possible. Bye. 14. 1. What did the nursing assistant do incorrectly in this phone conversation? Mul

Answer 1

ANS 1- The following are the points that the nursing assistant did incorrectly in the phone conversation and needs improvement -

• The person from the other side of the call asked who is calling, but she responded directly asking for Mr Crier. She should have introduced herself first. Even if the person didn't ask, the first step in a telephonic communication is to introduce oneself.
• Her conversation seemed like the nursing assistant was not interested herself , but is checking out the client as she is asked to. But instead she should shown her own interest in the client.
• She don't know the facility's phone number, and asked to look up themselves. Instead she should have provided the number.
• She should mention her name with her surname in the first go. This shows professionalism.
• She shouldn't have said the term "I don't know how long I would be here"., instead she could have simply asked to contact as soon as possible.
• The term, " She is really lonely and needs a visitor", was not at all appropriate.

ANS 2- The following are the points that the nursing assistant did incorrectly in the phone conversation and needs improvement -

• She did not introduce herself at all.
• She need not tell what Julie Lee was exactly doing instead she could have just mentioned she was unavailable currently due to some work.
• She should have asked the client if it is urgent.
• She should have made tried to tackle the client's need if possible.
• Instead hanging up the Nursing Assistant should have told that they would try to contact Julie Lee and if not available should have asked whether the matter can be solved by others.