HCA101 FINAL EXAM QUESTIONS AND ANSWERS 2024

HCA101 FINAL EXAM QUESTIONS AND ANSWERS 2024 Ways to Communicate with Angry Clients - answer1. Recognize client feels frustrated/frightened. Use empathy and stay non-judgmental. 2. Treat client with respect and dignity! DIPPS. 3. Answer client's questions thoroughly and clearly. If cannot answer, tell client supervisor will answer. 4. Keep client informed - tell them what you will do and when. 5. Listen and use silence - client may feel better after expressing anger. 6. Do not keep them waiting for long periods - if you tell them you will do something, do promptly. 7. Stay calm and professional - speak in normal tone, do not respond with anger, do not take personally, do not argue. 8. Protect self from violent behaviours - leave and call supervisor if danger. 9. Report behaviour to supervisor - discuss how to deal with client. 10. Take course/learn techniques in non-violent crisis intervention. Characteristics of an Assertive Individual - answer1. Appear Confident, Calm and Composed. 2. Speak Gently, Firmly, and Positively - positive and direct without offending others. 3. Stands up for their rights while respecting the rights of others. 4. Do not hesitate or appear anxious. 5. Are Respectful. 6. Conveys Honesty, Sincerity, Directness. How Teach Client a Task + Guidelines - answer4-STEP TEACHING METHOD: 1. Describe the steps in the task to the client. 2. Show the client how to do each step. 3. Have the client try each step. 4. Review client's success with each step. GUIDELINES: 1. Put client at ease - relax, smile, do not hurry. 2. Start with small steps - break tasks into small steps, focus attention on one step at time. 3. Start with easy steps - confidence increases with success, start with steps most likely to achieve. 4. Observe and listen - be alert for signs they do not understand or are tired, watch body language. 5. Use positive statements - easier to understand, ie. "bend your arm" not "don't use straight arm". 6. Let client set pace - be patient, allow for rest, do not rush. 7. Provide support and encouragement - positive comments encourage to continue trying, boost confidence, recognize even small achievements. 8. Give time for practice - practice = remember. How to Write E-mails and What Not to Include - answerHOW TO WRITE EMAIL: 1. Ensure message is concise and fr