Question

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Question 5
4 Points
Analyse the following case and answer the questions:
Judy is a unit derk in an outpatient paediatric 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?
Text style
B
I u X X, &
= 3
= fm
Answer1. Judy
Word count 2​

Answer 1

Answer:

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