Question

Julianna is a medical receptionist. She wants to build rapport with Mr. Brenner, a patient, so she uses a friendly voice and smiles at him. She also demonstrates that she knows Mr. Brenner by saying, "Hey! You're an auto repair tech, right? My car keeps overheating. I've been late to work three times this week and now they're saying that my pay might be docked. It's been a terrible week. What do you think is wrong with my car?"

What communication problem does Julianna exhibit?

Answer 1

Julianna's attempt to build rapport with a patient leads to oversharing personal issues, which can be seen as unprofessional and put the patient in an uncomfortable position.

Step-by-step explanation:

Julianna exhibits a communication problem often termed oversharing or overstepping professional boundaries. While trying to build rapport with Mr. Brenner, she diverts the conversation to her personal issues regarding her car troubles, which can create discomfort or place the patient in an awkward position. It is crucial to maintain a balance between being friendly and maintaining a professional demeanor when engaging with patients. Julianna's anecdote should have been brief and more focused on Mr. Brenner, possibly by expressing interest in his expertise in a way that doesn't burden him with her personal problems.