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The page below is a sample from the LabCE course Medical Courier Safety. Access the complete course and earn ASCLS P.A.C.E.-approved continuing education credits by subscribing online.

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Communication

Couriers must be able to communicate effectively with a variety of people on their daily rounds. Some people are born communicators, while others may struggle to connect. Verbal communication is important and is conducted in the workplace as Business English. This spoken word is void of any colloquialisms that might cause a misunderstanding during the course of your work. However, if you have been hired for your bi-lingual or multi-lingual expertise, then you must utilize the language skills appropriate to the client’s needs. It is important to remember to speak clearly and that sometimes it is not what you say, but the way that you say it.
Much emphasis is also given to non-verbal or body language. For example, you must smile when dealing with the client and not frown, even if the situation is confrontational. You should practice good eye contact and not look away when serving the client’s needs. Good posture is also important, as is reflects confidence, rather than slouching.
Listening is also a very important aspect of communication. If you do not listen to your clients, you may do the wrong thing, give the wrong response, or miss something. Not listening may also send a message to the client that you don't really care about their needs. A good rule of thumb is to listen intently so that you could communicate back to the client the exact words that were spoken. Always ask questions if you are unsure of how to proceed.