Effective
Use of the Telephone
When talking to the child’s
parents on the telephone, the nurse relies heavily on the verbal content of the
conversation. Intonation, volume, pitch and other voice characteristics convey
some important meanings, but nonverbal content (including body language) is absent
in phone interactions. Emotional overtones may come through during the call, but
it’s all too easy to misinterpret the underlying message. It’s important
to follow the basic etiquette governing telephone use at any time; when dealing
with parents of children with disabilities, Turnbull and Turnbull provide additional
guidelines to maintain a good working relationship:
- When initiating a call,
check with the parent to be sure it’s a good time to talk. The parent
may be in the middle of a gastrostomy tube feeding, involved in a home therapy
session with an OT or PT, or too stressed to actively participate in the call.
Instant
Feedback:
When
the child’s parent answers the phone, the nurse should quickly delve into
the issue that prompted the call so a decision can be made fairly quickly and
painlessly.
- Personalize the conversation
by using the parent’s (and child’s name). In many developmental
groups, professionals have become accustomed to addressing parents as "Mom"
or "Dad". It’s more personal and respectful to use the parents’
preferred form of address (first or last name with title). Likewise, saying
"your son" or "your child" repeatedly makes the parent
wonder if you even remember which child you’re discussing (or if you
have the right file open in front of you.)
- Avoid using the telephone
for criticism, which is better accepted when delivered face-to-face. Many
of the nurse’s communications--about the child’s impairments, problems
with services, or reminders that parents need to follow through on earlier
commitments–can feel like criticism to parents who are already struggling
with guilt or chronic sorrow over the child’s disabilities. Sometimes
it’s necessary to deliver those communications over the phone; alternately,
the information can be noted in the child’s file to discuss at the next
face-to-face interaction.
Instant
Feedback:
When
preparing for a telephone conversation with the child’s parents, the nurse
should make a complete list of outstanding questions and issues. That way, nothing
will be left hanging after the call.
- Allow time for questions
and clarification. It’s insensitive to call with a laundry list of issues
and recommendations, then hang up before the parent has had a chance to process
the communication. Use open-ended questions and appropriate silences to encourage
questions and comments from the child’s parents.
- Offer assistance and
check for understanding before finishing the call. Sitting at a quiet desk
with the child’s file open, the nurse is at an advantage when conversing
with a harried mother who is holding the child upright right after a tube
feeding. Ask if the parent has a chance to jot down any commitments discussed
during the conversation; if not, offer to send a brief follow-up note summarizing
the content.
- Express your appreciation
for the parent’s time at the end of the call. It’s all too easy
to fall into the trap of expecting parents to be consistently grateful for
the assistance you provide and taking their time for granted. Be respectful,
and express your thanks for their attention.
Instant
Feedback:
Because
parents are ultimately responsible for their child’s well-being, it’s
their responsibility to follow-up on commitments made on the telephone and the
nurse has no further obligation in the matter.