Communication and Customer Service

What is active listening?

Paying close attention to the speaker, showing interest, and providing feedback.

What is therapeutic communication?

A method of communication that promotes patient well-being and builds trust.

What are open-ended questions?

Questions that require more than a yes/no answer and encourage elaboration.

Why is nonverbal communication important?

It conveys emotions and attitudes that support or contradict verbal communication.

What is cultural competency?

The ability to understand, communicate with, and effectively interact with people across cultures.

What is empathy in communication?

The ability to understand and share the feelings of another.

How should you communicate with hearing-impaired patients?

Face them, speak clearly, and consider written communication or interpreters.

What is telephone etiquette?

Using a polite, professional tone, identifying yourself, and confirming information.

What is the best way to handle an irate patient?

Remain calm, listen actively, and de-escalate the situation professionally.

Why is professional appearance important?

It reflects respect, confidence, and establishes credibility.

What should be avoided when interacting with diverse patients?

Stereotyping and making assumptions.

What is a crucial conversation?

A high-stakes interaction where emotions run strong and opinions differ.