难开口的话 The Difficult Conversations

By the end of this module you can…

• Explain what a treatment costs and what insurance will not cover.
• Respond respectfully when a patient refuses treatment you believe is needed.
• Handle a complaint about pain or a long wait without becoming defensive.
• Apologize sincerely for what the patient went through, then find out what happened.
• Tell a patient a tooth cannot be saved, and offer the next step.

Key vocabulary

Sixteen words from this module. Tap the speaker to hear each one.

Money & choice

• 费用fèi yòngCost / fee
• 保险bǎo xiǎnInsurance
• 自费zì fèiTo pay out of pocket
• 报销bào xiāoTo be reimbursed / covered
• 分期付款fēn qī fù kuǎnTo pay in installments
• 报价bào jiàQuote / estimate
• 选择xuǎn zéChoice
• 拒绝jù juéTo decline / refuse

Apology & bad news

• 投诉tóu sùTo make a complaint
• 抱歉bào qiànSorry (an apology)
• 误会wù huìMisunderstanding
• 等太久děng tài jiǔTo wait too long
• 不满意bù mǎn yìNot satisfied
• 保不住bǎo bu zhùCan’t be saved
• 理解lǐ jiěTo understand
• 解释jiě shìTo explain

Ten core phrases

The lines from this module’s take-home phrase sheet. In the course you can print them on one page for your pocket.

1. 这项治疗的费用大约是一千二百块。Zhè xiàng zhì liáo de fèi yòng dà yuē shì yì qiān èr bǎi kuài.This treatment costs about $1,200.
2. 保险可以报销一部分，其余的需要自费。Bǎo xiǎn kě yǐ bào xiāo yí bù fen, qí yú de xū yào zì fèi.Insurance covers part of it; the rest is out of pocket.
3. 我们可以分期。Wǒ men kě yǐ fēn qī.We can arrange installments.
4. 这是书面报价，您慢慢考虑。Zhè shì shū miàn bào jià, nín màn màn kǎo lǜ.Here is a written quote. Take your time deciding.
5. 我理解，这是您的选择。Wǒ lǐ jiě, zhè shì nín de xuǎn zé.I understand; this is your choice.
6. 我有责任告诉您可能的后果。Wǒ yǒu zé rèn gào su nín kě néng de hòu guǒ.It’s my responsibility to tell you the possible consequences.
7. 非常抱歉让您等太久。Fēi cháng bào qiàn ràng nín děng tài jiǔ.I’m very sorry you had to wait so long.
8. 我先了解一下情况，再跟您解释。Wǒ xiān liǎo jiě yí xià qíng kuàng, zài gēn nín jiě shì.Let me find out what happened first, then I’ll explain.
9. 这颗牙恐怕保不住了。Zhè kē yá kǒng pà bǎo bu zhù le.I’m afraid this tooth can’t be saved.
10. 等您准备好，我们再谈下一步。Děng nín zhǔn bèi hǎo, wǒ men zài tán xià yí bù.When you’re ready, we’ll talk about next steps.

What’s in Module 9

1. Part 1 · Warm-UpWarm-Up Review
2. Part 2 · VocabularyMoney, Complaints & Bad News · Flash Cards
3. Part 3 · Money & ChoiceSaying the Number Clearly · Respecting a Refusal
4. Part 4 · Complaints & Bad NewsKey Patterns · Listening: Patient Replies · Telling Someone a Tooth Is Lost
5. Part 5 · PracticeRole-Play 1, 2 & 3 · Rapid Recall Drill · Pronunciation Focus · Module 9 Self-Check
6. Part 6 · Knowledge CheckModule 9 Knowledge Check
7. Part 7 · Wrap-UpModule 9 Homework · Take-Home Phrase Sheet · Module 9 Wrap-Up · 下次见