2. 外语
  3. From: CurtisGordon To: Sally Wright; Ben Lumis; Javier Sanchez; Kristina Stoikovic CC: Vladimir Olska Suject: CRT next week Hell

From: CurtisGordon To: Sally Wright; Ben Lumis; Javier Sanchez; Kristina Stoikovic CC: Vladimir Olska Suject: CRT next week Hell

admin2012-04-26  29
问题 From: CurtisGordon
To: Sally Wright; Ben Lumis; Javier Sanchez; Kristina Stoikovic
CC: Vladimir Olska
Suject: CRT next week
Hello everyone,
    This is a message for all department managers. After receiving numerous complaints from patients about the attitude of the staff over the past few months, I have decided to run a customer relations training workshop next week. I have hired a consultant, Vladimir Olska, who is an expert in client relations, to instruct these sessions. The workshop will run once a day from 10 am to 12 pm and will include the same content daily. In each session, employees will watch films and take part in role-play exercises. It is hoped that this measure will help to improve our level of customer service.
    All clinical staff, including doctors, nurses, physiotherapists, psychologists, and counselors, are required to attend at least one of the sessions. Please make alterations to the work schedule for next week to ensure that the employees can meet this important obligation. If you have any questions or concerns, feel free to email or call me.
    Thanks,
    Curtis Gordon
    CEO, Langford Hospital
    From: Ben Lumis
    TO: Curtis Gordon
    Suject: Re: CRT next week
    Dear Curtis,
    I think the CRT workshop sounds like an excellent proposal. A lot of the problems we have with patients in the emergency department come as a result of poor customer service skills, and I’m sure my employees will benefit immensely from Mr. Olska’s advice.
    However, the timing of the workshops concerns me. Next week, several members of my staff are going to Seattle for a conference on emergency medical management. This means that the remaining employees will have to work overtime to cover their absence. I do not think we can afford to send any clinical staff to this training event because we will urgently need them in the ED.
    In light of this, would it be possible to reschedule the training for the following week? By then, we should have all our staff on board and it should be possible to balance the work roster.
    Regards,
    Ben Lumis
    Head of the Emergency Department, Langford Hospital
What does Mr. Lumis suggest?
选项 A、Revising next week’s work schedule
B、Postponing the training workshops
C、Reassigning staff to the emergency department
D、Coming up with an alternative to the sessions
答案B
解析
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