In her early days as an emergency room physician, Dr. Joanna Meyer treated a child who had suffered a second degree burn. After the child had been treated, and was being prepared for discharge, Dr. Meyer (1)_________________________. A few hours later, when she came to say goodbye, the family asked her to settle an argument they’ve been having over exactly what advice she had given. "As I talked to them, I was amazed." she said, "All of them had heard the simple instructions I had given just a few hours before. But they had three or four different versions. The most basic details were unclear and confusing. I was surprised, because these were intelligent people." (2)____________________________.
Nowadays, she says, she repeats her instructions, and even conducts a reality check with some patients. She asks them to tell her what they think they’re supposed to do. She also provides take-home sheets, which are computer printouts, tailored to the patients’ situation.
Dr. Meyer’s listeners are not unusual. When new or difficult material is presented, almost all listeners are faced with a challenge, (3)___________________________. Oral communication is fast-moving and impermanent.
