Oriental Melaka - English & Patient Mgmt Day 2

The A___C Model to manage anger by Dr Albert Ellis

• B

• D

• E

• F

The tool that was used by Abraham Lincoln to manage his frustrations is called Abraham Lincoln's _____ Letters Technique.

• Hotter

• Warm

• Cold

• Hot

The R in the ART Model is:

• Resume

• Reassure

• Respect

• Respond

The emotional driver for VIP patients in terms of Respect & Courtesy is:

• Ego

• Money

• Service

• Arrogance

How many care steps when dealing with VIP patients were shared in module 4?

• 2

• 3

• 4

• 5

The following are LANDMINE QUESTIONS EXCEPT:

• “Are you sure you followed my instructions correctly?”

• “Why are you questioning my decision?”

• “Can’t you just handle this on your own?”

• "If we schedule your procedure for next week, would that work for you?"

Instead of jumping to fill a conversational gap, pause —just a few seconds longer than expected—after asking, “What worries you most?” That brief silence invites vulnerability.

This describes:

• Strategic Pause

• Inviting Clarifications Gently

• Behavior Synching

• Reinforce Trust via Body Language

People will forget what you did but they will never forget how you made them _____.

• Talk

• Feel

• Think

• Speak

How many components are there in the Values Statement?

• 3

• 4

• 1

• 2

What is the name of the trainer for this session?

• Gurmit Singh

• Gurrmeet Singh

• Gurmeet Siingh

• None of the answers are correct