NHS pathways core mod 2 exam
What is active listening?—ANSWER--a way of listening and responding to
another person that improves mutual understanding
what techniques are there for active listening?—ANSWER--verbal nods,
repeating back information the caller has told you already, empathy
What factors could make it hard to hear on the phone?—ANSWER--
background noise, bad signal, languages, accents, call centre noise
what is probing?—ANSWER--a way of questioning to gain more
information. Effective probing ensures that patients are directed to the
correct care setting, avoiding unnecessary ambulance dispatches or
emergency department visits while also ensuring no patient receives a
lower level of care than their condition warrants
what is negotiation?—ANSWER--where each party has an opposing view- a
discussion aimed at reaching an agreement
, Does negotiation happen on every call?—ANSWER--No- sometimes it
doesnt need to happen e.g. when the caller accepts a disposition, or if they
cant carry out the instruction
What do you do if negotiation doesnt work?—ANSWER--early exit- transfer
to clinician
what are some common mental health conditions?—ANSWER--anxiety,
depression, post natal depression, dementia
what are some uncommon mental health conditions?—ANSWER--bipolar,
ABD, psychosis
what is empathy?—ANSWER--the ability to understand and share the
feelings of another- feeling with someone
what is the difference between empathy and sympathy?—ANSWER--
empathy is feeling with someone, sympathy is feeling for someone
Give an example of an empathetic statement—ANSWER--"i can hear how
upset you are", "i can hear how frustrated you are"
what is call control?—ANSWER--a way of steering the call in a direct way in
order to obtain the right information at the right time to get the right
outcome
© 2026 Copyright. All Rights Reserved. This document is
protected by copyright law, Copyrighted By Brittie Donald
What is active listening?—ANSWER--a way of listening and responding to
another person that improves mutual understanding
what techniques are there for active listening?—ANSWER--verbal nods,
repeating back information the caller has told you already, empathy
What factors could make it hard to hear on the phone?—ANSWER--
background noise, bad signal, languages, accents, call centre noise
what is probing?—ANSWER--a way of questioning to gain more
information. Effective probing ensures that patients are directed to the
correct care setting, avoiding unnecessary ambulance dispatches or
emergency department visits while also ensuring no patient receives a
lower level of care than their condition warrants
what is negotiation?—ANSWER--where each party has an opposing view- a
discussion aimed at reaching an agreement
, Does negotiation happen on every call?—ANSWER--No- sometimes it
doesnt need to happen e.g. when the caller accepts a disposition, or if they
cant carry out the instruction
What do you do if negotiation doesnt work?—ANSWER--early exit- transfer
to clinician
what are some common mental health conditions?—ANSWER--anxiety,
depression, post natal depression, dementia
what are some uncommon mental health conditions?—ANSWER--bipolar,
ABD, psychosis
what is empathy?—ANSWER--the ability to understand and share the
feelings of another- feeling with someone
what is the difference between empathy and sympathy?—ANSWER--
empathy is feeling with someone, sympathy is feeling for someone
Give an example of an empathetic statement—ANSWER--"i can hear how
upset you are", "i can hear how frustrated you are"
what is call control?—ANSWER--a way of steering the call in a direct way in
order to obtain the right information at the right time to get the right
outcome
© 2026 Copyright. All Rights Reserved. This document is
protected by copyright law, Copyrighted By Brittie Donald
