Monthly communication skill coaching for healthcare staff

Objective: To promote monthly interpersonal skill communication role-play and coaching for front-office staff. Method: For 15 min a month, during staff meetings, healthcare staff such as receptionists and medical assistants should participate in communication skill coaching. Participants should discuss a recurring communication challenge (e.g., patients irritated by repeated requests for health histories), role-play options for communication, and receive feedback. Result: Interpersonal communication skills such as acknowledging the concerns of others are acquired slowly. Repeated practice and supportive feedback increase the likelihood that these skills will be valued and mastered. Conclusion: Research shows communication skills develop when they are modeled and role-played frequently and are less likely to develop with occasional interventions. Practice implication: Health care professionals should devote time to role-playing interaction with patients for brief intervals at least monthly. Staff should give one another feedback on the best options for managing challenging communication situations. (C) 2008 Elsevier Ireland Ltd. All rights reserved.