Robin is a receptionist with a pediatrician. It is an extrememly busy day, and the other staff has called in sick for the day. A young mother arrives at 11:00 AM for her 10:30 appointment. Her baby is 4 months old and is crying a lot. The mother says "I am so sorry I am a little late; it was hard to get the baby here. She’s very sick." Without looking up, Robin sighed heavily and said, “You're going to have to wait now, five people are ahead of you." She turned her chair away from the mother and mumbled, "First, fill in this form. Give me your file." Robin cannot see that the young mother has started to cry. She hands her the papers without looking at her. The mother asks, "Can I have a pen please?" Robin rolls her eyes, and searches her drawer for a pen. She hands her the pen as she answers the phone.Question: What could Robin have done in this situation?
Question
Robin is a receptionist with a pediatrician. It is an extrememly busy day, and the other staff has called in sick for the day. A young mother arrives at 11:00 AM for her 10:30 appointment. Her baby is 4 months old and is crying a lot. The mother says "I am so sorry I am a little late; it was hard to get the baby here. She’s very sick." Without looking up, Robin sighed heavily and said, “You're going to have to wait now, five people are ahead of you." She turned her chair away from the mother and mumbled, "First, fill in this form. Give me your file." Robin cannot see that the young mother has started to cry. She hands her the papers without looking at her. The mother asks, "Can I have a pen please?" Robin rolls her eyes, and searches her drawer for a pen. She hands her the pen as she answers the phone.Question: What could Robin have done in this situation?
Solution
Robin could have handled this situation in a more empathetic and professional manner. Here are some steps she could have taken:
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Acknowledge the mother's situation: Robin could have acknowledged the mother's apology for being late and her concern about her sick baby. This would have made the mother feel heard and understood.
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Prioritize based on urgency: Given that the baby was very sick, Robin could have considered prioritizing the baby's appointment over less urgent cases.
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Maintain professionalism: Regardless of how busy the day was, Robin should have maintained her professionalism. This includes not sighing heavily, rolling her eyes, or mumbling.
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Show empathy: Robin could have shown more empathy towards the mother, who was clearly distressed. This could include offering words of comfort or reassurance.
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Provide clear instructions: Instead of just handing over the form and asking for the file, Robin could have explained what the form was for and where the mother could find the necessary information.
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Assist with resources: When the mother asked for a pen, Robin could have provided it without showing annoyance. She could also have offered additional resources or assistance if needed.
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Maintain good communication: Robin should have maintained eye contact and used a friendly tone of voice when speaking with the mother. This would have made the mother feel more comfortable and less stressed.
In summary, Robin could have been more understanding, professional, and helpful in this situation.
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