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Medical Office Assistant Communication Skills
$49.00
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11 lessons focusing on specific communication strategies useful for Medical Office Assistants in a clinic or doctor's office.
Learn how to manage a variety of interactions at a busy counter and communicate with co-workers, visitors, and patients, face-to-face and on the phone.
Lessons include audio and video interactions on a variety of topics including:
- Active Listening with a Client
- Approaching a Co-Worker
- Interrupting to Clarify
- Organizing a Telephone Request
- Asking for Help
- Using Empathy with a Client
- Fixing a Co-worker's Mistake
- Acknowledging an Error
- Handling a Busy Waiting Room
- Assertiveness on the Phone
New lesson:
- Paraphrasing and Summarizing
Outline
Unit Name |
Competency 1 |
Competency 2 |
Skill 1
|
Skill 2 |
Skill 3 |
| Paraphrasing and Summarizing | Clarifying | Asking for Information | Clarify, Paraphrase and Summarize | Say What You Can Do | |
| Active Listening with a Client | Active Listening | Social Contact and Conversation | Listener Attentiveness and Encouragement | Clarify, Paraphrase and Summarize | Say What You Can Do |
| Approaching a Co-worker | Social Contact | Gauging Approachability | Topic Shift | Small Talk | |
| Interrupting | Asking for Information | Social Contact and Conversation | Interrupting | Body Language | |
| Organizing a Telephone Request | Asking for Information | Telephone Techniques | Organizing Information | ||
| Asking for Help | Asking for Information | Gain Rapport | Checking Roles | Courtesy | |
| Using Empathy with a Client | Empathy | What is Empathy | Acknowledge | ||
| Fixing a Co-worker's Mistake | Giving Feedback | Clarifying | Neutrality | Using "I" Statements | |
| Acknowledging an Error | Receiving Feedback | The steps for Acknowledging | Take Responsibility | Summarize | |
| Handling a Busy Waiting Room |
Refusing a Request | Active Listening | Assertive Behaviour | ||
| Assertiveness on the Phone | Refusing a Request | "I" Statements | |||
Level
The course is designed for students enrolled in healthcare courses at the college level. Extensive recording practice is provided and students are encouraged to use the exercises repeatedly to practice speaking skills.
Duration
The complete course is designed to take 10 to 12 hours.
Instructor Support
Instructors can check student progress and listen to all the recordings. Using the SocioLearner Track Tag tool, Instructors can make text and audio comments directly on the students' audio tracks to provide feedback and encourage further practice.
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