Oriental Melaka - English & Patient Mgmt Day 1

The most important thing in communication is ______ what isn't said.

• Herring

• Hearing

• Hearring

• Heaaring

The A in the ART Communication Model is:

• Ascertain

• Ask

• Acknowledge

• Answer

The 3 types of styles of communicating in English are: Basic, ______ and Professional.

• Polite

• Peaceful

• Purposefully

• Positionally

The type of listening that should be displayed is ______ listening.

• Activated

• Action

• Active

• Amazing

Hands – Hands that are crossed might show ___________.

• Aggressiveness

• Shyness

• Doubt

• Defensiveness

This type of patient is never satisfied and complains over any minor issue. This describes:

• The aggressive patient

• The complainer patient

• The denier

• The know it all

The following are trigger words EXCEPT:

• Calm down

• I don't know

• Please wait

• I understand that this must be upsetting. I will get to it immediately.

Calm down is a:

• Good word

• Excellent word

• Trigger word

• Appropriate word

The T in ART is:

• Thank you

• Take Action with Empathy

• Transform

• Trust

What is the name of the trainer for this session:

• Gurmit Singh

• Gurrmeet Singh

• Gurmeet Singh

• Gurmeet Siingh