CELBAN Professional Etiquette and Communication

Question 1

A patient is visibly anxious about their upcoming surgery. How should you respond?

Accepted Answer

"It’s normal to feel anxious. Can I answer any questions to help you feel more comfortable?"

Answer

"Don’t worry, it’s not a big deal."

Answer

"I’ve seen many patients go through this. You’ll be fine."

Answer

"There’s nothing to worry about. Just relax."

Question 2

A colleague is explaining a procedure, but a patient doesn’t seem to understand. What should you do?

Accepted Answer

Wait until your colleague is finished and then clarify for the patient.

Answer

Interrupt and explain it yourself.

Answer

Ignore it and assume the patient understands.

Answer

Ask the patient if they have any questions while your colleague is explaining.

Question 3

A patient refuses to take their prescribed medication. What is your best response?

Accepted Answer

"Can you tell me why you don’t want to take the medication?"

Answer

"You must take it; otherwise, your condition will worsen."

Answer

"I’ll inform the doctor that you’re being difficult."

Answer

"If you don’t take the medication, I can’t help you."

Question 4

A family member of a patient is angry and shouting at the nursing station. What should you do?

Accepted Answer

Speak calmly and ask how you can assist.

Answer

Shout back to assert authority.

Answer

Ignore them until they calm down.

Answer

Call security immediately.

Question 5

A patient complains about long waiting times. What should you say?

Accepted Answer

"We’re doing our best to see everyone quickly. Thank you for your patience."

Answer

"This is not my fault. You’ll have to wait."

Answer

"You can complain to the administration if you want."

Answer

"Waiting times are normal. You’ll have to deal with it."

Question 6

A colleague asks for help with a task, but you are busy. What is the best response?

Accepted Answer

"I can help in a few minutes once I’ve finished my task."

Answer

"I’m too busy, figure it out yourself."

Answer

"I’m not responsible for your work."

Answer

Ignore the request.

Question 7

A patient tells you they are afraid of needles. How should you respond?

Accepted Answer

"Let’s take a deep breath together. I’ll do my best to make it quick and comfortable."

Answer

"You’re being silly; it doesn’t hurt that much."

Answer

"This is routine. You’ll have to get used to it."

Answer

"If you’re scared, I can’t do it."

Question 8

You overhear a colleague discussing a patient’s private information in the break room. What should you do?

Accepted Answer

Remind your colleague that patient confidentiality must be respected.

Answer

Join the conversation to learn more.

Answer

Ignore it because it’s not your business.

Answer

Report your colleague to management immediately.

Question 9

A patient doesn’t speak your language fluently and struggles to communicate. What should you do?

Accepted Answer

Use gestures or pictures to aid communication.

Answer

Ignore their attempts to explain.

Answer

Insist they try harder to speak your language.

Answer

Ask another patient to translate.

Question 10

A patient thanks you repeatedly for your care. How should you respond?

Accepted Answer

"You’re welcome. I’m glad I could help."

Answer

"You don’t need to thank me."

Answer

"It’s my job. No need for thanks."

Answer

Ignore their gratitude and walk away.