HCA 101 EXAM 2026 PREMIUM REVIEW SET
WITH DETAILED ANSWER KEY
◉Non-empathetic responses. Answer: -"calm down"
-"you're over reacting"
-"There, there"
-"don't worry"
-giving advice
-blaming
-deflecting
-justifying or explaining
-disagreeing
◉when to use empathetic listening. Answer: -When you want to
build trust and caring in a relationship
-You want to help a person better understand themselves, their
feeling and attitudes
-You want to learn more about the person
,-You want the other person to know that you respect, care and value
him/her
◉when is it not okay to use empathetic listening. Answer: -The
other person is seeking information
-Immediate action is required
-The other person is inappropriate
-The other person is not in touch with reality
◉what is paraphrasing. Answer: -checking to see that you
understood the message
the sender intended
-Requires that you listen intently and demonstrate to the other
person that what he or she has said is important to you
◉how to paraphrase. Answer: You state in your own way what you
think he/she said
◉why do we use paraphrasing?. Answer: -Reflects the ideas you
think a speaker has expressed to ensure that you are clearly
understanding the message
-Reflects your understanding of the speaker's feelings
◉Why do we ask questions?. Answer: -Show we are interested
,-Seek clarification
-Probe for more information
-Lead the conversation in a specific way
◉types of questions we use. Answer: -open ended
-closed
-and "why"
◉open-ended questions. Answer: designed to encourage a full,
meaningful answer using the subject's own knowledge and/or
feelings
◉Why do we use open ended questions?. Answer: to assist a person
in exploring their feelings and thoughts
◉examples of open ended questions. Answer: "What does that feel
like?"
"Can you tell me more about?"
"How do you see things changing?"
"Would you like to talk about"
◉close ended questions. Answer: -Allow for limited responses
-Can usually be answered with a Yes or No
, -May not show respect or interest in the other person
◉examples of closed ended questions. Answer: "Did you eat your
lunch?"
"Are you OK?"
"Do you want anything?"
"Are you hungry?"
"Do you want to go to bed?"
◉"why" questions. Answer: -often cause a person to become
defensive
-It sets the tone for blaming or being judgmental
◉examples of "why" questions. Answer: "Why did you do that?"
"Why can't you lose weight?"
"Why did your husband leave you?"
◉I-statements. Answer: -Expressing thoughts, feelings, and ideas
from a personal point of view.
-lets the other person know how you feel directly with out blaming
the other person
WITH DETAILED ANSWER KEY
◉Non-empathetic responses. Answer: -"calm down"
-"you're over reacting"
-"There, there"
-"don't worry"
-giving advice
-blaming
-deflecting
-justifying or explaining
-disagreeing
◉when to use empathetic listening. Answer: -When you want to
build trust and caring in a relationship
-You want to help a person better understand themselves, their
feeling and attitudes
-You want to learn more about the person
,-You want the other person to know that you respect, care and value
him/her
◉when is it not okay to use empathetic listening. Answer: -The
other person is seeking information
-Immediate action is required
-The other person is inappropriate
-The other person is not in touch with reality
◉what is paraphrasing. Answer: -checking to see that you
understood the message
the sender intended
-Requires that you listen intently and demonstrate to the other
person that what he or she has said is important to you
◉how to paraphrase. Answer: You state in your own way what you
think he/she said
◉why do we use paraphrasing?. Answer: -Reflects the ideas you
think a speaker has expressed to ensure that you are clearly
understanding the message
-Reflects your understanding of the speaker's feelings
◉Why do we ask questions?. Answer: -Show we are interested
,-Seek clarification
-Probe for more information
-Lead the conversation in a specific way
◉types of questions we use. Answer: -open ended
-closed
-and "why"
◉open-ended questions. Answer: designed to encourage a full,
meaningful answer using the subject's own knowledge and/or
feelings
◉Why do we use open ended questions?. Answer: to assist a person
in exploring their feelings and thoughts
◉examples of open ended questions. Answer: "What does that feel
like?"
"Can you tell me more about?"
"How do you see things changing?"
"Would you like to talk about"
◉close ended questions. Answer: -Allow for limited responses
-Can usually be answered with a Yes or No
, -May not show respect or interest in the other person
◉examples of closed ended questions. Answer: "Did you eat your
lunch?"
"Are you OK?"
"Do you want anything?"
"Are you hungry?"
"Do you want to go to bed?"
◉"why" questions. Answer: -often cause a person to become
defensive
-It sets the tone for blaming or being judgmental
◉examples of "why" questions. Answer: "Why did you do that?"
"Why can't you lose weight?"
"Why did your husband leave you?"
◉I-statements. Answer: -Expressing thoughts, feelings, and ideas
from a personal point of view.
-lets the other person know how you feel directly with out blaming
the other person
