Barbara told Elaine, a new receptionist in the medical office, to politely ask walk-in patients why they needed to see a doctor. Elaine had been on the job for two weeks when an elderly man who was hard of hearing approached her, upon which she dutifully asked him the purpose for his visit. He was obviously too embarrassed to reply, but Elaine persisted, finally raising her voice. When the man shouted "I can't pee," all heads in the busy waiting room turned toward Elaine and the patient. A red-faced Elaine turned to arrange for the man to see a physician, but he quickly left the building. Barbara criticized Elaine's patient-handling technique, but the crux of the matter was that the patient left without seeing a doctor for his medical problem.

"Patients' needs always trump office routine," Barbara emphasized. "If we somehow hurt or hinder a patient while doggedly sticking to a set routine, we may have risked legal liability, but more importantly, we haven't done our job."

Answer these questions:

1. From Barbara's perspective, how had Elaine failed to do her duty well?
2. Was it Elaine's fault that the man left the office without making an appointment? Explain your answer.
3. How would using "common sense" have helped Elaine communicate with the elderly gentleman?
4. Do you see a way to remedy this situation once the patient left the clinic?
5. What attributes of "people skills" might have been applied in this situation to communicate in a more professional manner?