This project has been funded with support from the European Commission.
This web site reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.
Training of Lecturers
Training for Paediatricians and Paediatric Students
Multilanguage dictionary of medical terms
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Contractual Partners
From this section it is possible to access to a description of each contractual partner of the Softis-Ped project.
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Lecturers
From this section it is possible to access to the information about the paediatric lecturers involved in the Softis-Ped Project in the 5 European countries involved.
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Residents Working with Children Information
From this section it is possible to access to the information about the paediatricians involved in the Softis-Ped Project in the 5 European countries involved.
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Paediatric students
From this section it is possible to access to the information about the paediatric students involved in the Softis-Ped Project in the 5 European countries involved.
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Associated Partners
As a result of the exploitation activity a number of associated partners officially joined the project in order to contribute to the improvement of the project impact on their target groups and to ensure the project sustainability by continuing using the project deliverables in the next years.
Events
The Softis-Ped project has been promoted trough conferences and articles.
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Conferences
The Softis-Ped project was presented in a number of events in order to report about the activities carried out and the results achieved
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Training Activity
The training activity 'Soft Skills in Pediatrics' was held at the University of Medicine and Pharmacy of Tirgu Mures (RO)
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Press Review
The Softis-Ped project partnership made contacts with web sites focusing on the fields of paediatrics and education
This section of the Softis-Ped portal provides administrative information for the project contractual partners and for the European Commission and it is password protected.
Training of Lecturers
Homepage > Training > Training of Lecturers
This training package is addressed to lecturers and trainers in the field of paediatrics on how to assist paediatric undergraduate and resident students in developing and consolidating their soft skills for improving the quality of paediatric services.
Communicating with Other Health Care Staff in Pediatrics
5.3. Soft skills to Be Used with other Health Care Staff in Pediatrics
5.3.1. Communication Accuracy on the Phone: Phone Etiquette
Proper telephone etiquette is very important. Some hints given by LeHigh University, Salisbury University, and Advanced Etiquette can be helpful on using proper telephone language, answering calls, making calls, handling rude or impatient callers, placing calls on hold, ending conversations and using voicemail.
It is very important to be aware of the language we are using because the words and phrases we use convey a message. Basically, phrases such as "thank you" and "please" are essential in displaying a professional atmosphere.
For example, it is important to answer the call with a friendly greeting and to speak in a pleasant tone of voice. Being sensitive to the tone of your own voice will help not to sound overly anxious, aggressive or pushy. The voice tone might convey conveys authority and confidence.
It is fundamental to know and state the purpose of the communication, the items you want to discuss and questions you want answered and to listen actively the caller without interrupting.
When the others start becoming rude or impatient, it is fundamental not to get angry, staying calm and trying to remain diplomatic and polite, always showing willingness to resolve the problem or conflict.
When putting a caller on hold, it is important to ask his permission and when taking a caller off of hold it will be really polite and likeable to thank them for holding.
Before hanging up to end a conversation, be sure that you have answered all the caller's questions and, if needed, leave the conversation open, spelling out follow-up action, including time frames/deadlines.
Forward the phone to voicemail is very useful when people are out of the office or away from their desk for more than a few minutes. Voice mail has many benefits and advantages when used properly. However, it’s important not to hide behind voicemail in order to avoid calls.
It is very important to be aware of the language we are using because the words and phrases we use convey a message. Basically, phrases such as "thank you" and "please" are essential in displaying a professional atmosphere.
For example, it is important to answer the call with a friendly greeting and to speak in a pleasant tone of voice. Being sensitive to the tone of your own voice will help not to sound overly anxious, aggressive or pushy. The voice tone might convey conveys authority and confidence.
It is fundamental to know and state the purpose of the communication, the items you want to discuss and questions you want answered and to listen actively the caller without interrupting.
When the others start becoming rude or impatient, it is fundamental not to get angry, staying calm and trying to remain diplomatic and polite, always showing willingness to resolve the problem or conflict.
When putting a caller on hold, it is important to ask his permission and when taking a caller off of hold it will be really polite and likeable to thank them for holding.
Before hanging up to end a conversation, be sure that you have answered all the caller's questions and, if needed, leave the conversation open, spelling out follow-up action, including time frames/deadlines.
Forward the phone to voicemail is very useful when people are out of the office or away from their desk for more than a few minutes. Voice mail has many benefits and advantages when used properly. However, it’s important not to hide behind voicemail in order to avoid calls.
Online Resources
- Problem Solving and Critical ThinkingHelpful advices on making a phone conversation effective following a proper telephone etiquette.
