HBC TEST 1 EXAM QUESTIONS AND ANSWERS
ABCD - CORRECT ANSWER✅✅assess the situation, balanced resources, communicate to others, do and
debrief
cummunication - CORRECT ANSWER✅✅A highly complicated inter-personal process of people relating
to each other through conversation gestures appearance behavior writing and at times even silence
customer - CORRECT ANSWER✅✅someone who pays for goods or services
client - CORRECT ANSWER✅✅A person using the services of a professional person or organization and
requires some degree of confidentiality
active listening - CORRECT ANSWER✅✅empathetic listening in which the listener echoes, restates, and
clarifies. And ask questions
contact point - CORRECT ANSWER✅✅any place where customers interact with or go to acquire
additional information about a service eg sick bay post office
attitude - CORRECT ANSWER✅✅A person's consistently favorable or unfavorable evaluations, feelings,
and tendencies toward or away from an object or idea
skill - CORRECT ANSWER✅✅the ability to do something well, usually as a result of experience and
training
verbal communication - CORRECT ANSWER✅✅communication that uses written or spoken words
Non-verbal communication - CORRECT ANSWER✅✅Communicating without the use of words; body
language
Acceptance - CORRECT ANSWER✅✅the action of consenting to receive or undertake peace within a
diagnosis or prognosis
,anger - CORRECT ANSWER✅✅a strong feeling of annoyance, displeasure, or hostility. fixes blame
Bargaining - CORRECT ANSWER✅✅seeking an agreement to a extension of life or later for relief of pain.
through direct negotiation between parties
bereavement - CORRECT ANSWER✅✅the state or condition caused by loss through death
Coping - CORRECT ANSWER✅✅alleviating stress using emotional, cognitive, or behavioral methods
Denial - CORRECT ANSWER✅✅refusing to believe or even perceive painful realities like diagnosis or
prognosis
Deppression - CORRECT ANSWER✅✅sense of great loss of the impending loss of being
empathy - CORRECT ANSWER✅✅Identification with and understanding of another's situation, feelings,
and motives
grief - CORRECT ANSWER✅✅The sorrow caused by the loss of a loved one
Hospice - CORRECT ANSWER✅✅a home providing care for the sick, especially the terminally ill.
morgue - CORRECT ANSWER✅✅A place where dead bodies are kept
mourning - CORRECT ANSWER✅✅the expression of deep sorrow for someone who has died, typically
involving following certain conventions such as wearing black clothes.
mortality - CORRECT ANSWER✅✅death rate
, palliation - CORRECT ANSWER✅✅comfort, consolation, when an illness is terminal
postmortem - CORRECT ANSWER✅✅after death
Psychosocial Barriers - CORRECT ANSWER✅✅Differing backgrounds, perceptions, values, biases, needs,
and expectations of individuals can block communications.
sympathy - CORRECT ANSWER✅✅feelings of pity and sorrow for someone else's misfortune
terminal illness - CORRECT ANSWER✅✅a disease or condition that will eventually cause death
rigor mortis - CORRECT ANSWER✅✅stiffness of the body or muscles that sets in several hours after
death
Patient Relations Program - CORRECT ANSWER✅✅Primary goal is to help resolve patient complaints
and problems through patient intervention and negotiations.
Communication Process - CORRECT ANSWER✅✅the steps between a source and a receiver that result
in the transfer and understanding of meaning
moral - CORRECT ANSWER✅✅A practical lesson about right and wrong
Ethics - CORRECT ANSWER✅✅A system of moral principles.
consent - CORRECT ANSWER✅✅permission for something to happen or agreement to do an
examination or treatment.
informed consent - CORRECT ANSWER✅✅an ethical principle that research participants be told enough
to enable them to choose whether they wish to participate in what treatment a health care provider
offers.
ABCD - CORRECT ANSWER✅✅assess the situation, balanced resources, communicate to others, do and
debrief
cummunication - CORRECT ANSWER✅✅A highly complicated inter-personal process of people relating
to each other through conversation gestures appearance behavior writing and at times even silence
customer - CORRECT ANSWER✅✅someone who pays for goods or services
client - CORRECT ANSWER✅✅A person using the services of a professional person or organization and
requires some degree of confidentiality
active listening - CORRECT ANSWER✅✅empathetic listening in which the listener echoes, restates, and
clarifies. And ask questions
contact point - CORRECT ANSWER✅✅any place where customers interact with or go to acquire
additional information about a service eg sick bay post office
attitude - CORRECT ANSWER✅✅A person's consistently favorable or unfavorable evaluations, feelings,
and tendencies toward or away from an object or idea
skill - CORRECT ANSWER✅✅the ability to do something well, usually as a result of experience and
training
verbal communication - CORRECT ANSWER✅✅communication that uses written or spoken words
Non-verbal communication - CORRECT ANSWER✅✅Communicating without the use of words; body
language
Acceptance - CORRECT ANSWER✅✅the action of consenting to receive or undertake peace within a
diagnosis or prognosis
,anger - CORRECT ANSWER✅✅a strong feeling of annoyance, displeasure, or hostility. fixes blame
Bargaining - CORRECT ANSWER✅✅seeking an agreement to a extension of life or later for relief of pain.
through direct negotiation between parties
bereavement - CORRECT ANSWER✅✅the state or condition caused by loss through death
Coping - CORRECT ANSWER✅✅alleviating stress using emotional, cognitive, or behavioral methods
Denial - CORRECT ANSWER✅✅refusing to believe or even perceive painful realities like diagnosis or
prognosis
Deppression - CORRECT ANSWER✅✅sense of great loss of the impending loss of being
empathy - CORRECT ANSWER✅✅Identification with and understanding of another's situation, feelings,
and motives
grief - CORRECT ANSWER✅✅The sorrow caused by the loss of a loved one
Hospice - CORRECT ANSWER✅✅a home providing care for the sick, especially the terminally ill.
morgue - CORRECT ANSWER✅✅A place where dead bodies are kept
mourning - CORRECT ANSWER✅✅the expression of deep sorrow for someone who has died, typically
involving following certain conventions such as wearing black clothes.
mortality - CORRECT ANSWER✅✅death rate
, palliation - CORRECT ANSWER✅✅comfort, consolation, when an illness is terminal
postmortem - CORRECT ANSWER✅✅after death
Psychosocial Barriers - CORRECT ANSWER✅✅Differing backgrounds, perceptions, values, biases, needs,
and expectations of individuals can block communications.
sympathy - CORRECT ANSWER✅✅feelings of pity and sorrow for someone else's misfortune
terminal illness - CORRECT ANSWER✅✅a disease or condition that will eventually cause death
rigor mortis - CORRECT ANSWER✅✅stiffness of the body or muscles that sets in several hours after
death
Patient Relations Program - CORRECT ANSWER✅✅Primary goal is to help resolve patient complaints
and problems through patient intervention and negotiations.
Communication Process - CORRECT ANSWER✅✅the steps between a source and a receiver that result
in the transfer and understanding of meaning
moral - CORRECT ANSWER✅✅A practical lesson about right and wrong
Ethics - CORRECT ANSWER✅✅A system of moral principles.
consent - CORRECT ANSWER✅✅permission for something to happen or agreement to do an
examination or treatment.
informed consent - CORRECT ANSWER✅✅an ethical principle that research participants be told enough
to enable them to choose whether they wish to participate in what treatment a health care provider
offers.
