HCB 101 STUDY GUIDE EXAM
QUESTIONS WITH 100% CORRECT
ANSWERS | LATEST VERSION 2025/2026.
What does the mnemonic ABCD stand for? - ANS A- Assess B-Balance Resources C-
Communicate with Others D- Do and Debrief
What are the 3 colors of risk? - ANS 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? - ANS Return to good situational awareness
Define Customer - ANS Someone who buys goods or services from businesses or a person
who has a particular quality
What is a client? - ANS Anyone for whom a service is requiring some degree of
confidentiality is provided
What is active listening? - ANS Listening carefully to what they are saying and ask questions
to get to the root of their requests
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
,What is verbal communication? - ANS speaking in a good tone, volume, and intensity will
help to clearly convey your message.
What is non-verbal communication? - ANS 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 - ANS a. Denial
b. Anger
c. Bargaining
d. Depression
e. Acceptance
What is denial? - ANS The person cannot believe the diagnosis or prognosis
What is bereavement? - ANS State of having suffered loss by death
What is the definition of grief? - ANS The emotional feeling of pain and distress that a
persons experiences as a reaction to loss
What is the morgue - ANS A place where the bodies of the deceased persons are kept until
identified and claimed by relatives or release for burial.
What is mortality? - ANS The number of deaths in a given time or place
What is a Terminal Illness? - ANS An illness leading ultimately to death; an unhealthy
condition of the body
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
, What are some key factors to show non-verbal communication - ANS Facial expressions,
physical proximity, gestures and voice tone.
What is an example of effective active listening? - ANS Repeat in your own words your
understanding of what was said, make eye contact with the customer
When does the customer pass judgement? - ANS In the first few seconds of meeting you
What is a good example of miitary bearing and protocol? - ANS Being professional, overall
physical appearance, use of professional titles and courtesies and behavior
What is an example of good physical appearance - ANS Physical appearance should confrom
to Navy Uniform Regulations, including hygiene.
What is good Workspace Appearance? - ANS A neat organized area
What is good use of Professional Titles and Courtesy? - ANS Utilizing the proper title and
rank and a simple greeting.
What instruction can you use for reference to correctly type military ranks? - ANS SECNAV
M-5216.5
What are the 4 basic parts of the communication process? - ANS The sender of the message,
the message, the receiver of the message, and feedback
How is addressing a person by their title/rank important? - ANS displays professionalism and
a simple greeting makes a customer feel welcomed and respected
3 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
QUESTIONS WITH 100% CORRECT
ANSWERS | LATEST VERSION 2025/2026.
What does the mnemonic ABCD stand for? - ANS A- Assess B-Balance Resources C-
Communicate with Others D- Do and Debrief
What are the 3 colors of risk? - ANS 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? - ANS Return to good situational awareness
Define Customer - ANS Someone who buys goods or services from businesses or a person
who has a particular quality
What is a client? - ANS Anyone for whom a service is requiring some degree of
confidentiality is provided
What is active listening? - ANS Listening carefully to what they are saying and ask questions
to get to the root of their requests
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
,What is verbal communication? - ANS speaking in a good tone, volume, and intensity will
help to clearly convey your message.
What is non-verbal communication? - ANS 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 - ANS a. Denial
b. Anger
c. Bargaining
d. Depression
e. Acceptance
What is denial? - ANS The person cannot believe the diagnosis or prognosis
What is bereavement? - ANS State of having suffered loss by death
What is the definition of grief? - ANS The emotional feeling of pain and distress that a
persons experiences as a reaction to loss
What is the morgue - ANS A place where the bodies of the deceased persons are kept until
identified and claimed by relatives or release for burial.
What is mortality? - ANS The number of deaths in a given time or place
What is a Terminal Illness? - ANS An illness leading ultimately to death; an unhealthy
condition of the body
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
, What are some key factors to show non-verbal communication - ANS Facial expressions,
physical proximity, gestures and voice tone.
What is an example of effective active listening? - ANS Repeat in your own words your
understanding of what was said, make eye contact with the customer
When does the customer pass judgement? - ANS In the first few seconds of meeting you
What is a good example of miitary bearing and protocol? - ANS Being professional, overall
physical appearance, use of professional titles and courtesies and behavior
What is an example of good physical appearance - ANS Physical appearance should confrom
to Navy Uniform Regulations, including hygiene.
What is good Workspace Appearance? - ANS A neat organized area
What is good use of Professional Titles and Courtesy? - ANS Utilizing the proper title and
rank and a simple greeting.
What instruction can you use for reference to correctly type military ranks? - ANS SECNAV
M-5216.5
What are the 4 basic parts of the communication process? - ANS The sender of the message,
the message, the receiver of the message, and feedback
How is addressing a person by their title/rank important? - ANS displays professionalism and
a simple greeting makes a customer feel welcomed and respected
3 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
