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    March 2015 Training and Development Excellence Articles

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    Dated: 03-07-2015

    Telephone Triage: How to manage difficult calls

    As a triage nurse working in a call center, you are bound to have a difficult caller at one point or another. To be effective, it is important to take a step back and put yourself in the caller’s shoes. Remember a time when you or a loved one was sick or in pain. Most likely you were overwhelmed by worry and anxiety. You might have felt frustrated and helpless as you tried to get the answers you were seeking from the person on the other end of the line

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