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Using Warm and Pleasant Words

In: STUDIES ON HOSPITAL MANAGEMENT TRANSFORMATION

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  • Di Jian

Abstract

Ears play an extremely important role in the development of feelings. People get bored or may even panic in a loud or noisy environment, especially patients who need to rest and recover in a quiet environment. When people hear words that they don’t like, they feel disgusted. Doctors need to diagnose illnesses through questioning patients, nurses need to take care of patients and patients will go through several stages during their stay in the hospital. At each stage, they will hear a variety of expressions from hospital staff, and which can influence their feelings about the hospital. Hearing has a major role in the formation of feelings; some people are fine when some words are used while others are not. Therefore, doctors and nurses must observe patients, understand their interests and hobbies and say things that they like. As the Chinese saying goes: A sentence may have numerous results, it just depends on the way you say it…

Suggested Citation

  • Di Jian, 2020. "Using Warm and Pleasant Words," World Scientific Book Chapters, in: STUDIES ON HOSPITAL MANAGEMENT TRANSFORMATION, chapter 6, pages 83-100, World Scientific Publishing Co. Pte. Ltd..
    • Handle: RePEc:wsi:wschap:9789811211645_0006
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    More about this item

    Keywords

    Patients First; Hospital Culture; Quantified Service Indicators; Core Competitiveness of Service Industry; Soft Power; Medical Experience; Satisfaction Degree; Service Capability Improvement;
    All these keywords.

    JEL classification:

    • D23 - Microeconomics - - Production and Organizations - - - Organizational Behavior; Transaction Costs; Property Rights
    • D20 - Microeconomics - - Production and Organizations - - - General

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