Manager
Prepare a clear recommendation with paid capacity and a response plan.
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90 min · 12 participants · Script, cards and editable tools
Write a two-sentence repair and one follow-up question for each participant.
Prepare a clear recommendation with paid capacity and a response plan.
Open workshop packPrepare member-directed questions, preserve differing views and report back.
Open workshop packHelp a colleague prepare their question, choose support and follow the answer.
Open workshop packPractice course
Practice listening, owning a wrong assumption, offering real choices, and sharing decisions with people. Be clear about who decides and what is paid for.
Use the case details. Leave out real patient and staff information.
Worksheets and examplesGetting your practice ready…
This is a free course, not legal, clinical, or billing advice. Your completion record is not a license or CE credit.
Use fictional details. Notes stay in this tab; download a copy to keep them.
Printable toolkitFictional case: at a community workshop, a host gives Ana a Spanish handout because of her surname. Ana asks for English and says her coworker prefers Tagalog.
Write a two-sentence repair and one follow-up question for each participant.
“I assumed your preference from your name. Thank you for correcting me; here is the English copy.” Ask Ana which participation format she prefers. Ask the coworker directly which language and format they want, then ask the organizer to confirm what support can be arranged and when.
Shorten the apology and strengthen the support follow-up.
The coworker prefers a phone conversation before the next workshop and declines public introductions.
Revise the invitation plan.
Ask for a suitable contact time through the agreed channel. Confirm the language support with the organizer, send a short invitation in the chosen format, and remove the public introduction request.
Assumption to correct: ___ Brief repair: ___ Person’s chosen language/format: ___ Support owner: ___ Confirmation date/channel: ___ Invitation change: ___
Use this rehearsal to explain a listening and repair skill. Describe someone’s background only when relevant and with their permission.