When using an intercom, which behavior is appropriate?

• A. Speak loudly and abruptly
• B. Use informal language
• C. Be professional and courteous
• D. Ignore caller requests

Answer: (C)

Professional and courteous behavior when using an intercom is essential because it ensures clear, respectful communication and supports hospital safety. When you use the intercom, speak in a calm, even tone and avoid shouting. Identify yourself and your role, state the reason for the contact briefly, and follow the hospital’s security procedures. Listening to the caller, asking for needed information, and confirming any access requests helps ensure the right person is granted entry and reduces misunderstandings. A courteous approach also helps de-escalate tense situations and maintains trust with patients, visitors, and staff.

Conversely, speaking loudly and abruptly can intimidate or mislead the caller; informal language reduces perceived authority and may cause miscommunication; ignoring caller requests creates safety risks and breaches of protocol.