• E-mail
• Print
• RSS

Professionalism-Telephone Techniques

LTC Nursing Assistant Trainer, October 6, 2005

Want to receive articles like this one in your inbox? Subscribe to LTC Nursing Assistant Trainer!

This week, LTC Nursing Assistant Trainer continues its occasional series on professionalism. How you conduct yourself in all aspects of your job as a CNA is critical to your own growth, not to mention the way others view you, your ability to do your job, and the confidence you inspire in your residents.

Answering the telephone properly is one of the most basic ways for CNAs to foster good relationships and exhibit professional conduct. It is important to be polite, friendly, and accurate. This may seem like common sense, but communication breakdowns can develop from the most seemingly miniscule details.

When answering the phone, follow these steps:

• Identify yourself, your position, and location
• Write the name of the person calling, and if necessary, have the caller spell it out for you
• Repeat all information back to the caller
• Request the caller's phone number in case more information is needed
• Record the time of the call
• Write the message exactly as given
• Report the message to the proper person
• Try not to sound rushed, or to give the caller the impression that the call is an interruption of your duties

Want to receive articles like this one in your inbox? Subscribe to LTC Nursing Assistant Trainer!

• E-mail to a Colleague
• Print
• RSS
• Archive