When Luca, a certified nursing assistant, delivers dinner to a resident, the resident becomes angry and starts shouting, “I don’t want that!” and “I don’t need any help!” Luca speaks calmly with the resident so he can understand why they are upset. Which soft skill is being exhibited?

Philomena works in an emergency room and was looking forward to having a day off between shifts. A coworker calls early in the morning on her day off, asking if she can fill in for them on an overnight shift that same night. Despite wanting to relax that day, Philomena agrees to work the overnight shift for her coworker. Which soft skill is being exhibited?

Dr. Felucca is a dentist with her own dental practice. One of her patients, an eight-year-old child, came in today with a cavity. When she told the patient they would need to have a filling done, the patient became scared, saying “I don’t want to!” Dr. Felucca helped the patient calm down before explaining the procedure in simple terms. Which soft skill is being exhibited?

Gage, a medical assistant, has been asked to complete additional training in order to learn a new skill. A few of his coworkers are reluctant to learn something new, but Gage is willing to expand his skillset. Which soft skill is being exhibited?

During an appointment with their physician, a patient is visibly upset and mentions that there has been a recent death in their family. The physician says, “I’m so sorry to hear that”, and listens attentively to the patient until they are finished speaking before continuing with the exam. Which soft skill is being exhibited?