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.