Unit 1 Basic Courtesy PDF

UNIT 1 BASIC COURTESY OBJECTIVES Identify the three stages of basic courtesy (Pre-Service, During Service, and After Service) and explain their importance in service interactions. Demonstrate at least five key acts of basic courtesy through role-play scenarios in professional and p...

UNIT 1 BASIC COURTESY OBJECTIVES Identify the three stages of basic courtesy (Pre-Service, During Service, and After Service) and explain their importance in service interactions. Demonstrate at least five key acts of basic courtesy through role-play scenarios in professional and personal contexts. Apply basic courtesy principles to enhance communication and build positive relationships in real-world service situations.  INTRODUCTION Courtesy is the showing of politeness in one’s attitude and behavior towards others and showing that you care. The first occasions and interactions when dealing with others. A little courteous behavior is one of the excellent ways of winning relationship, cooperation and friendship. A basic requirement in human interactions. All human beings hunger for courtesy and are repelled by the lack of it. It’s an asset especially in healthcare. Why? KEY ASPECTS OF COURTESY Good Manner Welcoming Polite Respectful Considerate Just remember GWPRC (Gwiper-See)! POLITE EXPRESSIONS AND PHRASING Greetings: "Good morning" "How can I assist you today?“ Offering help: "Would you like some assistance?" "May I help you?“ Making requests: "Could you please...?" "Would you mind...?" POLITE EXPRESSIONS AND PHRASING FORMAL VS. INFORMAL LANGUAGE FORMAL VS. INFORMAL LANGUAGE USE OF MODAL VERBS "Could you please provide more information?“ "Would you mind waiting for a moment?" SENTENCE STRUCTURE Direct: "Give me the file." (Too direct, possibly impolite). Polite: "Could you give me the file, please?“ Indirect: "I was wondering if you could help me with this." TERM OF ADDRESS GENERAL Mr. (Mister) Sir Madam Formal term of respect for a woman. Ms. (Miss) For women (general use if unsure of marital status). Miss For unmarried women & young children. Mrs. (Missus) For married women. TERM OF ADDRESS HIGH SOCIAL STATUS Tan Sri High honorific title in Malaysia. Dato’ Honorific title in Malaysia for men. Datin Honorific title in Malaysia for women, usually the wife of a Dato’. Tuan Formal term used in Malaysia for men, similar to "Sir". Puan Formal term used in Malaysia for women, similar to "Madam". TERM OF ADDRESS Dr. (Doctor) Used for medical doctors, surgeons, and PhD holders. Nurse Can be used with or without the person's last name, e.g., "Nurse Jones". Pharmacist Used to address pharmacists professionally. TERM OF ADDRESS Matron Senior nurse, especially in charge of hospital administration. Professor Used for senior academic or clinical professionals in teaching hospitals. ADDRESSING: ASKING FOR CLARIFICATIONS Could you please let me know how you prefer to be addressed What should I call you? What is your name? Is it okay if I call you [the nickname you’ve heard others use?] HOW WOULD YOU ADDRESS THE FOLLOWING PEOPLE? A male lecturer? A classmate? A male patient? Your boss? Uncle/ Aunt? A VIP? ACTIVITY Students are to get into their group. Each group is required to create a TikTok video on short scenario that healthcare professionals might encounter. Greeting a new patient in the clinic. Receiving a patient who arrives for a routine check-up. Each role play should include the three basic elements. Each member should have a role (patient, healthcare provider, family member). THANK YOU FOR LISTENING.