Telephone Etiquette Is an Important Feature of the Hospital Unit

question 24

Multiple Choice

Telephone etiquette is an important feature of the hospital unit.What should you do to communicate the professionalism and caring attitude of the nursing unit?

• A)Do not worry about promptly answering the phone;the caller will think everyone is taking care of patients and will get a better impression of the unit.
• B)Do not spend time identifying yourself;the caller probably is not calling to talk with any one individual.
• C)When you do not know the answer,tell the caller that someone who can assist him or her will be located.
• D)Do not place the caller on hold;set the phone on the desk.It doesn't matter if the caller can hear the business around the nurses' station.

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Definitions:

Allostatic Load

Physiological condition resulting from chronic arousal of the fight-or-flight response to stress.

Atherosclerosis

A disease characterized by the hardening and narrowing of the arteries due to the buildup of plaque.

Allostasis

The process by which the body responds to stressors in order to regain homeostasis.

Homeostasis

The self-regulating process by which biological systems maintain stability while adjusting to conditions that are optimal for survival.