摘要
在接待进程中应遵循导入、切题、沟通、收场不同阶段的不同技巧 ;在接待过程中要以良好的精神风貌、丰富恰当的身体语言把握好情态技巧 ;与此同时 ,要卑亢结合、虚实结合 ,适时调整接待方式 ,并应循序渐进、因地制宜的合理组织语言。力争通过上述接待技巧的妥善运用 ,使医疗纠纷得到及时合理的解决 ,避免医患矛盾的激化、升级。
During the reception, different techniques for different stages ought to be used, following the order of leading in, coming to the point, getting to know each of others viewpoints better, and winding up the matter. It is imperative to convey the right mood through good spirits and rich and appropriate body language. At the same time, it is important to timely adjust ways of reception through a mixture of humbleness and haughtiness and a mixture of truth and falsehood. The language to be used should be appropriately organized in an orderly way and in the light of the occasion. Efforts should be made to timely and properly solve medical disputes and prevent doctor patient contradictions from intensifying and escalating by rightly handling the above techniques of reception.
出处
《中华医院管理杂志》
2001年第5期284-285,共2页
Chinese Journal of Hospital Administration
关键词
医疗纠纷
上访
接待
技巧
Medical dispute
Appealing to the higher authorities for help
Reception
Technique
