Reference no: EM133213481

Imagine you are working as a front desk manager and are having a bad day because your teenage son is home sick and you want to be there for them, but you could not take the day off due to being short staffed. A patient comes in for their appointment that they thought was at 11am but it is actually not until 1pm. The patient realizes they misread their confirmation text message, but they become angry because their physician's schedule is completely full for the morning, so they will have to return later.

1. How could your personal feelings about having a sick child at home impact the way you interact with others at work?
2. How could you use self-talk to improve your thoughts about being at work while your teenage child is at home feeling unwell?
3. As the front desk manager interacting with an angry patient, what could you say to yourself using positive self-talk to react professionally to the patient who is directing their anger towards you?
4. Discuss how staff members can maintain privacy when communicating verbally.
5. Discuss broadly and with example of how to effectively handle Protected Health Information (PHI).