Receptionists Workbook

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Receptionists Workbook

The self study workbook and accompanying DVD present a variety of scenarios based on typical situations involving medical receptionists and clients. Language learners who view the videos, listen to the audio exercises and complete the workbook exercises will learn to use appropriate English terms in order to do the following:

understand more fully what a client is saying;
develop communication strategies to avoid misunderstandings;
deal with interruptions;
reassure emotional patients
be more sensitive to cultural differences and the realities of the workplace.
enrich and broaden appropriate vocabularies in order to ask basic questions, give directions, make appointments by telephone or in person;
help clients fill out forms;
direct patients to appropriate departments.

Workbook Overview

Unit 1 - Greeting Patients at the Reception Desk

Functions	- Greeting people - Taking personal information - Giving directions听 - Asking someone to clarify when you don't understand
Listening	- To a dialogue for general comprehension - To numbers, telephone numbers, addresses - To reasons why a patient comes in - To a dialogue for personal information to fill out a form
Vocabulary	- Directions and prepositions of place
Grammar	- Imperatives - Simple present
Cultural Note	- Greeting people
Communication Strategies	- Global understanding

Unit 2 - Communication on the Phone

Functions	- Greeting people on the phone - Being polite on the phone - Making suggestions and recommendations - Booking appointments - Discussing possibilities - Interrupting politely
Listening	- To a dialogue for general comprehension - To a dialogue of specific expressions of politeness - To a dialogue to give directions - To a dialogue to make an appointment - To a dialogue to take personal information
Vocabulary	- Numbers - Dates - Days - Times - Polite expressions
Grammar	- Ordinal numbers - Prepositions for time - Modals or politeness and suggestion - Degrees of comparison of adjectives - Future
Cultural Note	- People's names
Communication Strategies	听

Unit 3 - Helping at the Reception Desk

Functions	- Helping an anxious patient with admission forms - Identifying problems and providing solutions - Identifying vocabulary in a reading passage
Listening	- To a scenario at the reception desk for general comprehension and for pronunciation - To admission form vocabulary
Vocabulary	- Admission form vocabulary - Phrasal verbs - Directional phrasal verbs
Grammar	- Phrasal verbs - Simple present - Present continuous
Cultural Note	- Addressing patients by name
Communication Strategies	听

Unit 4 - Identifying Parts of the Body

Receptionists Workbook Unit 4: Understanding patient's health complaints

Functions	- Reviewing terms of discomfort - Responding to various health problems
Listening	- To a dialogue for general comprehension - To helpful statements and questions - To the pronunciation of: body parts; aches and pains; health problems
Vocabulary	- Body parts - Aches and pains - Respiratory problems - Skin conditions - Musculoskeletal problems - Gastrointestinal problems - Genitourinary problems
Grammar	- Simple past - Past continuous
Cultural Note	- Talking about the body
Communication Strategies	- Checking understanding/hypothesis testing

Unit 5 - Responding Politely/Professionally

Receptionists Workbook Unit 5: Dealing with emotional patients

Functions	- Responding in difficult situations/difficult people - Expressiong empathy - Delivering bad news - Describing emergency symptoms - Asking about symptoms
Listening	- To a dialogue for general comprehension - To general complaints - To physical and emotional complaints - To pronunciation of medical terms and symptoms
Vocabulary	- Words expressive of feelings - physical/emotional states - Expressions of pain - Idiomatic expressions - Medical personnel - Medical symptoms
Grammar	- Comparative form of adjectives - Conjunctions - Phrasal verbs
Cultural Note	- Understanding emotional patients - Identity and emotions - Non-verbal communication
Communication Strategies	- Understanding situations