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J Biocommun. 1996;23(1):22-6.

Telephone T.A.L.K.: a teaching/assessment tool for medical training.

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West Los Angeles Veterans Affairs Medical Center, USA.


An instrument for teaching and assessing interpersonal communication skills of physicians on the telephone was developed. A conceptual framework based on the acronym T.A.L.K. [Trust, Assert, Listen and K.I.S.S. (Know, Inquire, Solve, and Stroke)] was used for organizing 22 specific behaviors. Faculty gave feedback to residents using T.A.L.K. guidelines while listening to taped telephone calls of the residents with patients. A five-point scale enables the instrument to be used for skill assessment and program evaluation.

[Indexed for MEDLINE]

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