Two distinct but related studies are reported, both investigating linguistically- and culturally-based communication problems between service providers and service seekers in Australia. The first examined language problems occurring in naturalistic situations involving a public servant and a client within three public agencies, the departments of…

The workbook contains lessons and exercises in patient relations and workplace communication in a medical services office, particularly for interactions involving one or more non-native speaker of English. Seven units address these topics: (1) greetings and basic assistance, greeting established patients, and measuring height and weight and taking…