Question

Analyse the following case and answer the questions:

Judy is a unit clerk in an outpatient pediatric clinic. It is an especially busy day, and the second unit clerk has called in sick for the day. A young mother arrives for her 10:30 appointment a few minutes late, carrying a very upset, and crying, 4- month-old baby boy. The mom says "I am so sorry I am a little late; it was hard to get him here. He's so sick!" Without looking up. Judy sighs heavily and says, “You're going to have to wait now, three people are ahead of you." She turns her chair away from the mother and mumbles, "First, you need to fill out this new paperwork." Judy cannot see that the young mother has started to cry. Judy hands her the paperwork, again without looking at her. The mom asks, "Can I have a pen please?" Judy rolls her eyes, and searches her drawer for a pen. She hands her the pen as she answers the phone.

Questions: 1. What could Judy have done to improve the interaction with the mother?

2. What could the mother have said to Judy to improve the situation?

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Answer 1

Answer:

ans 1 judy gave pen to mother to do paper work