HCB 101 Study Guide latest updated, 2024.
What does the mnemonic ABCD stand for?
A- Assess B-Balance Resources C- Communicate with Others D- Do and Debrief
What are the 3 colors of risk?
a. 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?
Return to good situational awareness
Define Customer
Someone who buys goods or services from businesses or a person who has a particular quality
What is a client?
Anyone for whom a service is requiring some degree of confidentiality is provided
What is active listening?
Listening carefully to what they are saying and ask questions to get to the root of their requests
What is verbal communication?
speaking in a good tone, volume, and intensity will help to clearly convey your message.
What is non-verbal communication?
Facial 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
a. Denial
b. Anger
c. Bargaining
d. Depression
e. Acceptance
What is denial?
The person cannot believe the diagnosis or prognosis
What is bereavement? State of having suffered loss by death
What is the definition of grief?
The emotional feeling of pain and distress that a persons experiences as a reaction to loss
What is the morgue
A place where the bodies of the deceased persons are kept until identified and claimed by relatives or release for burial.
What is mortality?
The number of deaths in a given time or place
What is a Terminal Illness?
An illness leading ultimately to death; an unhealthy condition of the body
What are some key factors to show non-verbal communication
Facial expressions, physical proximity, gestures and voice tone.
What is an example of effective active listening?
Repeat in your own words your understanding of what was said, make eye contact with the customer
When does the customer pass judgement?
In the first few seconds of meeting you
What is a good example of miitary bearing and protocol?
Being professional, overall physical appearance, use of professional titles and courtesies and behavior
What is an example of good physical appearance
Physical appearance should confrom to Navy Uniform Regulations, including hygiene.
What is good Workspace Appearance?
A neat organized area
What is good use of Professional Titles and Courtesy?
Utilizing the proper title and rank and a simple greeting.
What instruction can you use for reference to correctly type military ranks?
SECNAV M-5216.5
What are the 4 basic parts of the communication process?
The sender of the message, the message, the receiver of the message, and feedback
How is addressing a person by their title/rank important?
What does the mnemonic ABCD stand for?
A- Assess B-Balance Resources C- Communicate with Others D- Do and Debrief
What are the 3 colors of risk?
a. 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?
Return to good situational awareness
Define Customer
Someone who buys goods or services from businesses or a person who has a particular quality
What is a client?
Anyone for whom a service is requiring some degree of confidentiality is provided
What is active listening?
Listening carefully to what they are saying and ask questions to get to the root of their requests
What is verbal communication?
speaking in a good tone, volume, and intensity will help to clearly convey your message.
What is non-verbal communication?
Facial 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
a. Denial
b. Anger
c. Bargaining
d. Depression
e. Acceptance
What is denial?
The person cannot believe the diagnosis or prognosis
What is bereavement? State of having suffered loss by death
What is the definition of grief?
The emotional feeling of pain and distress that a persons experiences as a reaction to loss
What is the morgue
A place where the bodies of the deceased persons are kept until identified and claimed by relatives or release for burial.
What is mortality?
The number of deaths in a given time or place
What is a Terminal Illness?
An illness leading ultimately to death; an unhealthy condition of the body
What are some key factors to show non-verbal communication
Facial expressions, physical proximity, gestures and voice tone.
What is an example of effective active listening?
Repeat in your own words your understanding of what was said, make eye contact with the customer
When does the customer pass judgement?
In the first few seconds of meeting you
What is a good example of miitary bearing and protocol?
Being professional, overall physical appearance, use of professional titles and courtesies and behavior
What is an example of good physical appearance
Physical appearance should confrom to Navy Uniform Regulations, including hygiene.
What is good Workspace Appearance?
A neat organized area
What is good use of Professional Titles and Courtesy?
Utilizing the proper title and rank and a simple greeting.
What instruction can you use for reference to correctly type military ranks?
SECNAV M-5216.5
What are the 4 basic parts of the communication process?
The sender of the message, the message, the receiver of the message, and feedback
How is addressing a person by their title/rank important?
