Monthly communication skill coaching for healthcare staff.
OBJECTIVE
To promote monthly interpersonal skill communication role-play and coaching for front-office staff.


METHODS
For 15 min a month, during staff meetings, healthcare staff such as receptionists and medical assistants should participate in communication skill coaching. Participants should discuss a recurring communication challenge (e.g., patients irritated by repeated requests for health histories), role-play options for communication, and receive feedback.


RESULTS
Interpersonal communication skills such as acknowledging the concerns of others are acquired slowly. Repeated practice and supportive feedback increase the likelihood that these skills will be valued and mastered.


CONCLUSIONS
Research shows communication skills develop when they are modeled and role-played frequently and are less likely to develop with occasional interventions.


CONCLUSIONS
Health care professionals should devote time to role-playing interaction with patients for brief intervals at least monthly. Staff should give one another feedback on the best options for managing challenging communication situations.
Rowan
Katherine E
KE
Department of Communication, George Mason University, Fairfax, VA, United States. krowan@gmu.edu
D000223:Adaptation, Psychological; D001291:Attitude of Health Personnel; D002983:Clinical Competence; D003142:Communication; D032882:Comprehension; D004496:Education, Continuing / Q000458:organization & administration; D004522:Educational Status; D017598:Efficiency, Organizational; D004645:Empathy; D030141:Feedback, Psychological; D005639:Frustration; D006301:Health Services Needs and Demand; D006801:Humans; D007318:Inservice Training / Q000458:organization & administration*; D008496:Medical Receptionists / Q000193:education* / Q000523:psychology; D009819:Office Visits; D010353:Patient Education as Topic / Q000458:organization & administration*; D011369:Professional-Patient Relations; D012381:Role Playing; D012944:Social Support