HCB 101 Study Guide
What does the mnemonic ABCD stand for? - answersA- Assess B-Balance Resources
C- Communicate with Others D- Do and Debrief
What are the 3 colors of risk? - answersa. Green- Little chance of serious error
b. Yellow- Higher chance of serious error
c. Red- Very high chance of serious error
What does the "swooshing arrow" indicate? - answersReturn to good situational
awareness
Define Customer - answersSomeone who buys goods or services from businesses or a
person who has a particular quality
What is a client? - answersAnyone for whom a service is requiring some degree of
confidentiality is provided
What is active listening? - answersListening carefully to what they are saying and ask
questions to get to the root of their requests
What is verbal communication? - answersspeaking in a good tone, volume, and
intensity will help to clearly convey your message.
What is non-verbal communication? - answersFacial expressions, physical proximity,
gestures, and voice tone are all part of the language, which as an impact on your
intereaction.
What are the stages of grief - answersa. Denial
b. Anger
c. Bargaining
d. Depression
e. Acceptance
What is denial? - answersThe person cannot believe the diagnosis or prognosis
What is bereavement? - answersState of having suffered loss by death
What is the definition of grief? - answersThe emotional feeling of pain and distress that
a persons experiences as a reaction to loss
What is the morgue - answersA place where the bodies of the deceased persons are
kept until identified and claimed by relatives or release for burial.
, What is mortality? - answersThe number of deaths in a given time or place
What is a Terminal Illness? - answersAn illness leading ultimately to death; an
unhealthy condition of the body
What are some key factors to show non-verbal communication - answersFacial
expressions, physical proximity, gestures and voice tone.
What is an example of effective active listening? - answersRepeat in your own words
your understanding of what was said, make eye contact with the customer
When does the customer pass judgement? - answersIn the first few seconds of meeting
you
What is a good example of miitary bearing and protocol? - answersBeing professional,
overall physical appearance, use of professional titles and courtesies and behavior
What is an example of good physical appearance - answersPhysical appearance should
confrom to Navy Uniform Regulations, including hygiene.
What is good Workspace Appearance? - answersA neat organized area
What is good use of Professional Titles and Courtesy? - answersUtilizing the proper title
and rank and a simple greeting.
What instruction can you use for reference to correctly type military ranks? -
answersSECNAV M-5216.5
What are the 4 basic parts of the communication process? - answersThe sender of the
message, the message, the receiver of the message, and feedback
How is addressing a person by their title/rank important? - answersdisplays
professionalism and a simple greeting makes a customer feel welcomed and respected
What is the guiding principle behind phone etiquette? - answersThat you are talking to a
person and that person is your customer
What are some key factors when thinking about email etiquette? - answersProper
spelling, grammar and punctuation, should not include emoticons, respond same day to
requests, review request before responding, begin response with professional greeting
and properly address ranks
What is the best approach in handling difficult customers? - answersApproach in a calm
confident manner.
What does the mnemonic ABCD stand for? - answersA- Assess B-Balance Resources
C- Communicate with Others D- Do and Debrief
What are the 3 colors of risk? - answersa. Green- Little chance of serious error
b. Yellow- Higher chance of serious error
c. Red- Very high chance of serious error
What does the "swooshing arrow" indicate? - answersReturn to good situational
awareness
Define Customer - answersSomeone who buys goods or services from businesses or a
person who has a particular quality
What is a client? - answersAnyone for whom a service is requiring some degree of
confidentiality is provided
What is active listening? - answersListening carefully to what they are saying and ask
questions to get to the root of their requests
What is verbal communication? - answersspeaking in a good tone, volume, and
intensity will help to clearly convey your message.
What is non-verbal communication? - answersFacial expressions, physical proximity,
gestures, and voice tone are all part of the language, which as an impact on your
intereaction.
What are the stages of grief - answersa. Denial
b. Anger
c. Bargaining
d. Depression
e. Acceptance
What is denial? - answersThe person cannot believe the diagnosis or prognosis
What is bereavement? - answersState of having suffered loss by death
What is the definition of grief? - answersThe emotional feeling of pain and distress that
a persons experiences as a reaction to loss
What is the morgue - answersA place where the bodies of the deceased persons are
kept until identified and claimed by relatives or release for burial.
, What is mortality? - answersThe number of deaths in a given time or place
What is a Terminal Illness? - answersAn illness leading ultimately to death; an
unhealthy condition of the body
What are some key factors to show non-verbal communication - answersFacial
expressions, physical proximity, gestures and voice tone.
What is an example of effective active listening? - answersRepeat in your own words
your understanding of what was said, make eye contact with the customer
When does the customer pass judgement? - answersIn the first few seconds of meeting
you
What is a good example of miitary bearing and protocol? - answersBeing professional,
overall physical appearance, use of professional titles and courtesies and behavior
What is an example of good physical appearance - answersPhysical appearance should
confrom to Navy Uniform Regulations, including hygiene.
What is good Workspace Appearance? - answersA neat organized area
What is good use of Professional Titles and Courtesy? - answersUtilizing the proper title
and rank and a simple greeting.
What instruction can you use for reference to correctly type military ranks? -
answersSECNAV M-5216.5
What are the 4 basic parts of the communication process? - answersThe sender of the
message, the message, the receiver of the message, and feedback
How is addressing a person by their title/rank important? - answersdisplays
professionalism and a simple greeting makes a customer feel welcomed and respected
What is the guiding principle behind phone etiquette? - answersThat you are talking to a
person and that person is your customer
What are some key factors when thinking about email etiquette? - answersProper
spelling, grammar and punctuation, should not include emoticons, respond same day to
requests, review request before responding, begin response with professional greeting
and properly address ranks
What is the best approach in handling difficult customers? - answersApproach in a calm
confident manner.
