Title: Place and receive telephone calls.
Course: Nurse Aide II (14051-II) > Section: Developing Communication and Coordination Techniques

Placing and receiving telephone calls should include

- identifying the types of incoming and outgoing calls
- handling the various types of incoming and outgoing calls
- using the qualities of a good telephone voice
- displaying consistent manners, courtesy, and helpfulness when speaking on the phone.

Refer to Unit II in Nurse Aide Curriculum (https://www.dhp.virginia.gov/media/dhpweb/docs/nursing/forms/education/NurseAide_Ed_Program_Curriculum.doc), Virginia Board of Nursing, Virginia Department of Health Professions, 2018.

Process/Skill Questions:

- What information should be included when answering the phone (e.g., name, position, and unit)?
- What information is necessary when taking a message, and in what form should it be taken (i.e., written)?
- What information can be received? What information can be given out?