Help
Options
Didn't know it?
click below
click below
Knew it?
click below
click below
Don't Know
Remaining cards (0)
Know
retry
shuffle
restart
0:00
Embed Code - If you would like this activity on your web page, copy the script below and paste it into your web page.
Normal Size Small Size show me how
Normal Size Small Size show me how
CNA-NIC F25 CH3.15
Explain proper telephone etiquette
| Question | Answer |
|---|---|
| when are nursing assistants representing their facility to the community | use the telephone during their shifts (whether making or answering a call) |
| what is important that NAs follow regarding telephones | follow rules for proper telephone etiquette |
| Telephone Communication Guidelines #1 | When greeting a caller, cheerfully say " good morning" "good afternoon" or "good evening" |
| Telephone Communication Guidelines #2 | identify your facility "Evergreen facility" |
| Telephone Communication Guidelines #3 | identify yourself and your position: "Deserae Jenkins, Nursing Assistant" |
| Telephone Communication Guidelines #4 | Listen closely to the callers request. Write down messages. Ask for the correct spelling of names and ask for a phone number. In emergencies, take appropriate action immediately. |
| Telephone Communication Guidelines #5 | Say "Thank you" and "Goodbye" |
| Telephone Communication Guidelines #6 | Do not give out any information about staff or residents over the phone. |
| how to respond/ what to do if someone calls and asks if a specific person works at a facility | respond with please hold and I will get my supervisor to help you |
| why do employers have telephone communication policy #6 | employers may have this policy to protect employees who may be victims of domestic violence or stalking |
| who else may try to call work places asking if a specific person works at a facility | creditors may also call looking for people who owe them money |
| what other calls can sometimes come through | people may call to ask about a residents condition |
| how do you handle a call from someone asking about a residents condition | remember that all resident information is confidential and this type of call should be referred to a supervisor |
| Telephone Communication Guidelines #7 | Place a caller on hold if you need to get someone to take the call. You may have to transfer the call (ask for help and training on transferring calls if you need it) |
| how to put someone on hold | ask the caller if she can hold first and confirm the phone number to call them back if you are disconnected. |
| Telephone Communication Guidelines #8 | follow your facilities policy for personal phone calls and personal phone use |
Created by:
user-1830624
Popular Nursing sets