The Healthcare Professional’s

Guide to Essential Phone Skills

5-1/2" x 8-1/2", softcover, 11 pages, 5 copies per pack, PLUS Leader’s Guide. $32.95. Table of Contents Leader’s Guide Sample Section Order Now

Members of your care team are working with patients on the phone every day. But do they know how to communicate in a way that inspires confidence in patients, doctors and others? Or to build a positive image for your organization? Or to establish rapport and solve problems for patients who might be anxious, ill, in pain, or worried about their medical bills?

Communicating effectively in a healthcare setting requires special techniques. And you’ll find them in The Healthcare Professional’s Guide to Essential Phone Skills.

In its pages your clinical and office staff will find information on the importance of voice quality and how it can be improved through correct diction, pacing, tone, breathing, and more.

They’ll discover the important voice-body connection and learn how smiling, good posture, and even gesturing can enhance voice quality.

And they’ll learn how to make a positive impression through their greeting, use of the caller’s name, active listening, a professional closing, and more.

They’ll also learn to avoid the common mistakes made when answering the phone, putting a caller on hold, transferring, and leaving voicemail messages.

This booklet is packed with these and other essential phone skills, which will help everyone who uses the phone present a more professional image.

To learn more about The Healthcare Professional’s Guide to Essential Phone Skills, you may read a sample section, Say it with body language. You’ll see just how much useful, skill-building information is packed into a brief half page of this practical guide.

Guide to Essential Phone Skills is provided in packages of five. You’ll have a copy for everyone on staff from receptionists and billing specialists to clinical staff.

Leader’s Guide

To help you get the most from your training program, you’ll also receive a copy of the Leader’s Guide. It will show you how to introduce the program to your staff in a positive and motivating way. How to reinforce important points in the booklet with a group training session. Plus techniques and refreshers to continue to reinforce the message long after the booklets have been distributed.

Best of all, you don’t have to be a professional trainer to use the program because the Leader’s Guide includes discussion topics, activities, trainer’s tips and more that you can use to conduct your training like a pro.

Table of Contents