HCB 101 Study Guide 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
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 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
What is an example of good physical appearance - Answer- Physical appearance should confrom to Navy Uniform Regulations, including hygiene.
What is good Workspace Appearance? - Answer- A neat organized area
What is good use of Professional Titles and Courtesy? - Answer- Utilizing the proper title and rank and a simple greeting.
What instruction can you use for reference to correctly type military ranks? - Answer- SECNAV M-5216.5
What are the 4 basic parts of the communication process? - Answer- The sender of the message, the message, the receiver of the message, and feedback
How is addressing a person by their title/rank important? - Answer- displays professionalism and a simple greeting makes a customer feel welcomed and respected
What is the guiding principle behind phone etiquette? - Answer- That you are talking to a person and that person is your customer
What are some key factors when thinking about email etiquette? - Answer- Proper 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 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
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 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
What is an example of good physical appearance - Answer- Physical appearance should confrom to Navy Uniform Regulations, including hygiene.
What is good Workspace Appearance? - Answer- A neat organized area
What is good use of Professional Titles and Courtesy? - Answer- Utilizing the proper title and rank and a simple greeting.
What instruction can you use for reference to correctly type military ranks? - Answer- SECNAV M-5216.5
What are the 4 basic parts of the communication process? - Answer- The sender of the message, the message, the receiver of the message, and feedback
How is addressing a person by their title/rank important? - Answer- displays professionalism and a simple greeting makes a customer feel welcomed and respected
What is the guiding principle behind phone etiquette? - Answer- That you are talking to a person and that person is your customer
What are some key factors when thinking about email etiquette? - Answer- Proper 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
