Module 3 – Unit 7: Listening Task 
Health Professionals on the Telephone
You will hear three phone conversations between health professionals.
First Listening
In each phone conversation, listen for the caller’s name and the reason he or she called. Fill in the chart below.
Conversation |
Caller’s Name |
Purpose of Call |
A |
||
B |
||
C |
Now list several strategies the callers used to make their telephone conversations effective.
Strategies for Effective Telephone Communication |
Second Listening
Listen to the first two conversations again and fill in the blanks below. Practice each conversation with a friend or classmate.
Conversation A
Amy Fernandez: Surgery, Amy Fernandez RN.
Dr. Kimball: Hello, Amy. This is Dr. Kimball. _______________________________
____________________________________ adding a patient to the OR schedule for tomorrow?
Amy: No, that would be Janice Young. She’s in charge. ______________________
______________________________________________________________________?
Janice Young: Surgery. Janice Young.
Dr. Kimball: Hello, Janice. ____________________________ Dr. Kimball. ________ _______________________________ add someone to the schedule for tomorrow.
Janice: Sure, Dr. Kimball. May I have the patient’s name?
Dr. Kimball: Christopher Esposito. E-S-P-O-S-I-T-O. He’s a 54-year-old male. I’ll be doing an ORIF to his left radial head with hardware.
Janice: __________________. _______________________ Chester Esposito, 54-year-old male. ORIF, left radial head with hardware.
Dr. Kimball: __________________________________________________________.
Janice: Okay, Christopher Esposito. And do you have a med record number?
Dr. Kimball: Not yet. He’s still getting admitted.
Janice: How about his date of birth and room number?
Dr. Kimball: Sure. His date of birth is 11-02-51, and he’ll be going into room 470.
Janice: 11-02-51, and __________________________ room 470 or 417?
Dr. Kimball: Four-seven-zero.
Janice: Four-seventy. _______________________________. We can take him as the third case, probably around 10:30. Is that all right?
Dr. Kimball: That would be fine. __________________________________________.
Janice: You’re welcome. Goodbye.
Dr. Kimball: Goodbye.
Conversation B
Marla Zapata: Doctors Burns’ and Kristoff’s Office. This is Marla. ______________
_________________________________?
Dr. Kim Le: Hello. Dr. Burns called this morning and _________________________
__________________. May I speak with him, please?
Marla: _________________________________________________________?
Dr. Le: This is Dr. Kim Le.
Marla: Could you hold for just a minute, please, Dr. Le? ______________________
________________________________.
Dr. Le: Yes.
Marla: I’m sorry. ________________________________________________________ right now.
Dr. Le: Do you know what he was calling about?
Marla: Yes. He has a patient that he’d like to refer to you for a hearing aide evaluation. ________________________________________________ in about ten minutes?
Dr. Le: Yes. That would be fine. I’m leaving the office, though, so he’ll have to call me on my cell.
Marla: ______________________________________________________________?
Dr. Le: Sure. It’s 415–555-9487.
Marla: That’s 415-555-9487?
Dr. Le: Right.
Marla: Thank you, Dr. Le.
Dr. Le: Thank you. Goodbye.
Marla: Goodbye.
Listen to the third conversation again and fill out the message form below.
Conversation C
' IMPORTANT MESSAGE '
q Telephoned q Please call _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ |