HCB 101 STUDY GUIDE 2025
QUESTIONS AND ANSWERS
What does the mnemonic ABCD stand for? - ....ANSWER ...-A- Assess B-
Balance Resources C- Communicate with Others D- Do and Debrief
What are the 3 colors of risk? - ....ANSWER ...-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? - ....ANSWER ...-Return to
good situational awareness
Define Customer - ....ANSWER ...-Someone who buys goods or services
from businesses or a person who has a particular quality
What is a client? - ....ANSWER ...-Anyone for whom a service is requiring
some degree of confidentiality is provided
....COPYRIGHT ©️ 2025 ALL RIGHTS RESERVED...TRUSTED & VERIFIED 1
,What is active listening? - ....ANSWER ...-Listening carefully to what they
are saying and ask questions to get to the root of their requests
What is verbal communication? - ....ANSWER ...-speaking in a good tone,
volume, and intensity will help to clearly convey your message.
What is non-verbal communication? - ....ANSWER ...-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 - ....ANSWER ...-a. Denial
b. Anger
c. Bargaining
d. Depression
e. Acceptance
What is denial? - ....ANSWER ...-The person cannot believe the diagnosis or
prognosis
What is bereavement? - ....ANSWER ...-State of having suffered loss by
death
What is the definition of grief? - ....ANSWER ...-The emotional feeling of
pain and distress that a persons experiences as a reaction to loss
....COPYRIGHT ©️ 2025 ALL RIGHTS RESERVED...TRUSTED & VERIFIED 2
, What is the morgue - ....ANSWER ...-A place where the bodies of the
deceased persons are kept until identified and claimed by relatives or release for
burial.
What is mortality? - ....ANSWER ...-The number of deaths in a given time or
place
What is a Terminal Illness? - ....ANSWER ...-An illness leading ultimately to
death; an unhealthy condition of the body
What are some key factors to show non-verbal communication -
....ANSWER ...-Facial expressions, physical proximity, gestures and voice
tone.
What is an example of effective active listening? - ....ANSWER ...-Repeat in
your own words your understanding of what was said, make eye contact with the
customer
When does the customer pass judgement? - ....ANSWER ...-In the first few
seconds of meeting you
What is a good example of miitary bearing and protocol? - ....ANSWER ...-
Being professional, overall physical appearance, use of professional titles and
courtesies and behavior
....COPYRIGHT ©️ 2025 ALL RIGHTS RESERVED...TRUSTED & VERIFIED 3
QUESTIONS AND ANSWERS
What does the mnemonic ABCD stand for? - ....ANSWER ...-A- Assess B-
Balance Resources C- Communicate with Others D- Do and Debrief
What are the 3 colors of risk? - ....ANSWER ...-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? - ....ANSWER ...-Return to
good situational awareness
Define Customer - ....ANSWER ...-Someone who buys goods or services
from businesses or a person who has a particular quality
What is a client? - ....ANSWER ...-Anyone for whom a service is requiring
some degree of confidentiality is provided
....COPYRIGHT ©️ 2025 ALL RIGHTS RESERVED...TRUSTED & VERIFIED 1
,What is active listening? - ....ANSWER ...-Listening carefully to what they
are saying and ask questions to get to the root of their requests
What is verbal communication? - ....ANSWER ...-speaking in a good tone,
volume, and intensity will help to clearly convey your message.
What is non-verbal communication? - ....ANSWER ...-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 - ....ANSWER ...-a. Denial
b. Anger
c. Bargaining
d. Depression
e. Acceptance
What is denial? - ....ANSWER ...-The person cannot believe the diagnosis or
prognosis
What is bereavement? - ....ANSWER ...-State of having suffered loss by
death
What is the definition of grief? - ....ANSWER ...-The emotional feeling of
pain and distress that a persons experiences as a reaction to loss
....COPYRIGHT ©️ 2025 ALL RIGHTS RESERVED...TRUSTED & VERIFIED 2
, What is the morgue - ....ANSWER ...-A place where the bodies of the
deceased persons are kept until identified and claimed by relatives or release for
burial.
What is mortality? - ....ANSWER ...-The number of deaths in a given time or
place
What is a Terminal Illness? - ....ANSWER ...-An illness leading ultimately to
death; an unhealthy condition of the body
What are some key factors to show non-verbal communication -
....ANSWER ...-Facial expressions, physical proximity, gestures and voice
tone.
What is an example of effective active listening? - ....ANSWER ...-Repeat in
your own words your understanding of what was said, make eye contact with the
customer
When does the customer pass judgement? - ....ANSWER ...-In the first few
seconds of meeting you
What is a good example of miitary bearing and protocol? - ....ANSWER ...-
Being professional, overall physical appearance, use of professional titles and
courtesies and behavior
....COPYRIGHT ©️ 2025 ALL RIGHTS RESERVED...TRUSTED & VERIFIED 3
