Correct telephone etiquette

Question 1

What is important to do when answering a telephone call for a health service?

Answer 1

1. State your name and the name of the health service
2. If possible find the person and connect them with the caller
3. If the health service employee is unavailable, record their name, time rang, Their number and the purpose of their call.
4. Reassure the caller that you will pass their information onto the relevant healthcare employee.
5. Suggest a time when the health service employee will be available to have a telephone call.
6. Thank the caller.

Question 2

What is important when preparing to communicate professionally over the phone?

Answer 2

1. Gather all appropriate documents, a pen and a piece of paper or diary before making a call.
2. It may be beneficial to compile a list of points for coverage during a call to avoid wasting time or forgetting important points.
3. State you name and place of work, the purpose of the call and the name of the particular individual to whom you wish to speak.
4. Exercise patience if there is a delay in locating the individual you wish to speak to.
5. Begin calls with a formal tone if the person is unknown to you.
6. Articulate carefully to ensure production of clear speech.
7. Avoid talking when the other person is talking.
8. Clarify all points and confirm understanding of important points.
9. Listen carefully and if necessary, take notes.
10. Give feedback to indicate understanding.
11. Some calls require explicit verbalisation to carry across the point.
12. Allow time for discussion of additional points if required by the other person.
13. Remember to thank the person when finished and say goodbye.
14. It may be important to require written confirmation of the conversation (Mohan et al 2004, 2008)

Question 3

Briefly describe an effective telephone conversation

Answer 3

An effective telephone conversation results in both parties coming away from the call without any miscommunication and full comprehension as to what was discussed.

Question 4

List the things to remember when using an SMS to confirm information or appointments.

Answer 4

1. Use the name of the receiver of the message.
2. Avoid using abbreviations typical of an SMS.
3. State each point clearly and succinctly, where necessary using punctuation to indicate each point.
4. Use either your name or the name of the health service at the end of the message.

Question 5

List the things to remember when using an answering service.

Answer 5

1. State the name of the service for the caller and state there is currently no-one available to answer the call.
2. Provide instructions on how to leave a message.
3. State that someone will respond to the message as soon as possible.
4. Thank them for calling.
5. State your name and place of work, the purpose of the call and the name of the person who should receive the message.
6. State the return number carefully.
7. Articulate carefully.
8. Avoid speaking rapidly.

Question 6

Outline the benefits of video/teleconferencing.

Answer 6

1. Networking
2. Health professionals in remote settings
3. Saving time
4. Reducing travel cost
5. Allowing nonverbal behaviours to establish meaning.
6. Sharing ideas with previously inaccessible individuals.
7. Receiving assistance for problem solving.
8. Sharing new procedures with remote sites.
9. Professional development.

Question 7

Briefly describe an effective video conference.

Answer 7

An effective video conference results in both parties coming away from the call without any miscommunication and full comprehension as to what was discussed.