Receptionists Workbook

The self-study workbook and accompanying audio and video documents 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.