Friday class- lab 4 verbal skills part 1.

Demonstrate a professional introduction.
Describe appropriate professional telephone etiquette.
Relate skills to the 2024 CIHC Competency Framework for Advancing Collaboration.
Describe written communication, telecommunication, and informatics.
Describe technologies and roles of informatics related to professionalism in healthcare.

Patient Comfort and Security:
- Knowing the name and role of their healthcare provider helps patients feel more at ease and confident in the care they are receiving.
Building Trust and Rapport:
- A simple introduction can be the foundation for a positive patient-provider relationship, fostering open communication and cooperation.
Clarity of Roles and Responsibilities:
- By introducing themselves, healthcare professionals clearly communicate their expertise and what they will be responsible for during the patient encounter.
Professionalism and Respect:
- A proper introduction demonstrates respect for the patient and professionalism within the healthcare setting.
Improved Communication:
- When patients know who they are interacting with, it can lead to more effective communication and accurate information sharing.
Patient Safety:
- Proper identification of healthcare providers can help prevent errors and misunderstandings in patient care.

NAME: Clearly state your first name.
PROFESSIONAL TITLE: Indicate your role in the healthcare team, such as “Practical Nurse” or “Medical Laboratory Assistant.”
PURPOSE OF THE INTERACTION: Briefly explain why you are there and what you will be doing.

WOW Technique:
- WHO are you? Give name + Occupation.
- WHAT is the purpose of this encounter?
NOD Technique:
- Name + Occupation + Duty.

Practice professional introductions in pairs using the WOW and NOD techniques.
Write a script outlining your professional introduction for clinical settings and practice saying it out loud.
Group into 2–3 and practice with partners. Reflect on the importance of introductions and share clinical examples of successful and unsuccessful introductions.

Discuss what the expectations for verbal communication etiquette are within a professional setting.

Polite and Respectful:
- Avoid cursing, swearing, or offensive terms.
- Be aware of biases and remain respectful, inclusive, and objective.
- Avoid stereotypes and judgment.
Clear and Simple Language:
- Avoid informal language and jargon.
Pace and Volume:
- Maintain a moderate pace—not too slow or too fast.
- Ensure volume is loud enough to be heard clearly.

Group Activity:
- Divide into 4 small groups. Re-word various statements to align with a professional approach.
- Discuss how these statements sound and how they could be reworded to enhance professionalism.
- Identify statements that need further clarification as a large group. Reflect on how words impact messages, intent, and clarity in professional communication.

Group 1:
- “Go check on that knee in Room 23.” Reworded to: “Could you please check on the patient with the knee issue in Room 23?”
- “Don't you understand how to use your medications/walker?” Reworded to: “Let’s revisit the instructions for your medications/walker.”
- “I see you are experiencing inflammation of your lateral epicondyle.” (Keep this structure for clarity)
Group 2:
- “I’m here to draw your blood.” Reworded to: “Hi, I’m [Your Name], your [Profession]. I’m here to assist you with a blood draw today.”
- “Okay.” Keep minimal language but respectful.

Employ effective communication skills using voicemail for information dissemination.
Ensure clarity and accuracy in telephone etiquette.

Each student must call their lab instructor using Teams to confirm an appointment for midterm feedback.
Sign up in Teams with your RDP email address.

Identify yourself clearly and properly.
Address the instructor appropriately.
Communicate the reason for the call clearly, including appointment time and a method for reply.
Converse professionally and use appropriate greetings.

Criteria:
- Greeting and addressing the instructor by name recommends a professional opening.
- Stating name, course, and lab section.
- Stating the reason for calling including necessary appointment details.
- Closing the conversation appropriately.
- Communicating clearly and professionally throughout.

Weight: 10% (February 13, 2026)
Each student meets one-on-one with the lab instructor online, prepared with a self-evaluation completed.
Complete the course Professionalism Rubric, scoring and commenting for each criterion.

Discuss advantages and disadvantages of informatics in healthcare settings.
Involves tools and methods like:
- Electronic health records (e.g., Connect Care, Net Care).
- Communication methods (e.g., Fax, Email, Portals).
- Mobile technology (e.g., internet sources, apps).

Maintain professional boundaries and patient confidentiality when using informatics.

Upcoming labs will focus on Listening and Responding.
Telephone Communication Assignment must be completed by February 5, 2026.
Midterm professionalism meetings scheduled for February 13, 2026; students must prepare and fill out their professionalism rubric for self-evaluation.