Question 1

It is wise to maintain a phone log or phone notes because:

Accepted Answer

Maintaining a phone log or phone notes is wise because it helps in remembering conversations, ensuring information is transmitted accurately, and confirming all necessary calls are made or returned.

Question 2

The best approach to an angry caller is:

Accepted Answer

Listening and calmly asking questions helps in understanding the caller's issue and de-escalating the situation, making it the best approach.

Question 3

When leaving a message over the telephone you should:

Accepted Answer

All the options listed are best practices when leaving a message over the telephone. Stating your name, role, affiliation, and the time of your call, including the date, provides the recipient with context and helps them prioritize their response. Indicating the urgency of the message helps the recipient understand the importance of a prompt reply. Stating your telephone number slowly ensures that the recipient can accurately record your contact information for a return call.

Question 4

In the case of an emergency call, focus on all the following except:

Accepted Answer

Walking the caller through an appropriate medical response or treatment is typically the responsibility of trained medical professionals or emergency responders, not the person initially taking the emergency call. The initial responder's role is to gather information and determine the nature of the emergency to dispatch the correct services.

Question 5

As a new employee needing to use complex communication technology, you should:

Accepted Answer

All the options are correct because understanding the importance of reliable communication in healthcare, connecting with a mentor for guidance, and mastering phone technology are all essential steps for a new employee dealing with complex communication technology.

Quiz 8: Mastering Professional Communication and Being a Student

It is wise to maintain a phone log or phone notes because:

The best approach to an angry caller is:

When leaving a message over the telephone you should:

In the case of an emergency call, focus on all the following except:

As a new employee needing to use complex communication technology, you should: