FREE CELBAN Professional Etiquette and Communication Questions and Answers
A family member of a patient is angry and shouting at the nursing station. What should you do?
Speaking calmly helps de-escalate the situation and shows professionalism while addressing the concern.
A patient doesn’t speak your language fluently and struggles to communicate. What should you do?
Using non-verbal communication aids demonstrates sensitivity and effort to understand the patient.
A patient complains about long waiting times. What should you say?
This response acknowledges the patient’s frustration while maintaining professionalism and providing reassurance.
A patient refuses to take their prescribed medication. What is your best response?
This response seeks to understand the patient’s concerns, which is essential for patient-centered care.
A colleague asks for help with a task, but you are busy. What is the best response?
Offering to assist when you are available shows teamwork and respect for your colleague’s needs.
You overhear a colleague discussing a patient’s private information in the break room. What should you do?
Addressing the issue directly and respectfully reinforces professional ethics regarding patient confidentiality.
A patient apologizes for being difficult during treatment. What is the best response?
This response shows empathy and reassures the patient, maintaining a professional and caring attitude.
A patient thanks you repeatedly for your care. How should you respond?
Acknowledging the patient’s gratitude with a polite response shows professionalism and kindness.
A patient asks you a question about their diagnosis, but you are not authorized to provide detailed medical information. What should you do?
Redirecting the patient to the physician ensures they receive accurate information from the appropriate source.
A patient tells you they are afraid of needles. How should you respond?
This response acknowledges the patient’s fear and offers reassurance while maintaining professionalism.
A colleague is explaining a procedure, but a patient doesn’t seem to understand. What should you do?
Waiting to clarify ensures respectful communication with your colleague and ensures the patient understands.
A patient is visibly anxious about their upcoming surgery. How should you respond?
This response acknowledges the patient’s feelings and offers support by providing information, demonstrating empathy and professionalism.