If an Angry Person Calls the Office, What Should the Medical

question 2

Multiple Choice

If an angry person calls the office, what should the medical assistant do or try to do?

• A) Interrupt while the caller is talking if the caller says something that is incorrect.
• B) Say nothing and let the caller vent.
• C) Hang up on the caller after telling him or her to call back when he or she feels calmer.
• D) Use a calm voice to ask questions and obtain information about what has angered the caller.

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Definitions:

Explaining a "No"

The process of providing reasons or justifications for rejecting a request or proposal.

Damaging "No"

A refusal or rejection that may cause harm, negative consequences, or impair relationships.

Direct Approach

A method of communication that is straightforward and to the point, without unnecessary details or digressions.

Routine Business Matters

Common or regular tasks, procedures, and decisions needed to operate a business effectively on a daily basis.