Oregon Certified Nursing Assistant State Practice Exam

What is an example of proper telephone communication at work?

1. Good morning, Linda Manor Care Facility, Susan Jones speaking.

2. We're all really busy right now. You'll have to call back later.

3. Sandra is not working today. Her cell phone number is 555-1212.

4. Jeanie no longer works here. She was fired two months ago.

The correct answer is: Good morning, Linda Manor Care Facility, Susan Jones speaking.

Proper telephone communication in a work setting is essential for professionalism, clarity, and creating a welcoming environment for callers. The choice that begins with a greeting and clearly identifies the facility and the person speaking exemplifies these qualities. Introducing the caller with a polite greeting—“Good morning”—establishes a friendly tone, which is important in any professional interaction. Mentioning the facility’s name helps to clarify where the call is being directed and reinforces the professional setting. Finally, naming the individual answering the call instills a sense of accountability and personal connection, making it easier for the caller to know who they are speaking to. In contrast, the other options lack the necessary politeness and professionalism. Simply stating that everyone is busy, providing another employee's personal number without context, or sharing negative information about an employee's termination fails to present an appropriate or constructive approach to communication in a workplace. These responses could give the impression of disorganization, unavailability, or a lack of professionalism, which is not conducive to a productive work environment.