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Online Language and Communication Skills Training

Health Unit Coordinator/Hospital Unit Clerk Communication Skills


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Eleven lessons focusing on specific communication strategies useful for Health Unit Coordinators at a nurse's station in a hospital.

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 Busy Co-Worker, Leaving a Message on the Phone, Organizing a Request on the Phone, Clarifying on the Phone, Interrupting, Clarifying a Misunderstanding, Acknowledging an Error, Refusing a Request, Noticing a Mistake, Making a Request.


Unit Name
Competency 1
Competency 2
Skill 1
Skill 2
Skill 3
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
Leaving a Message on the Phone

Asking for Information

Telephone Techniques Leaving a Message
Organizing a Request on the Phone

Asking for Information

Telephone Techniques Organizing Information
Clarifying on the Phone Asking for Information Clarifying Checking Understanding Paraphrasing
Interrupting Asking for Information Social Contact and Conversation Interrupting Body Language
Clarifying Information Asking for Information Observational Language Clarifying Adjusting Language According to Environment
Acknowledging an Error Receiving Feedback Map Out Steps Acknowledging Take Responsibility Summarize
Refusing a Request Refusing a Request Assertiveness Using Names "I" Statements
 Noticing a Mistake Giving Feedback Map Out Steps Clarifying Neutrality
Making a Request
Giving Feedback Using Courtesy Showing Respect with Body Language





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