When Dealing with a Patient Who Is Nervous, Upset, or Angry

Multiple Choice

When dealing with a patient who is nervous, upset, or angry, ____.

A) tell the patient that you will not continue the conversation until the patient settles down.
B) show empathy and an understanding of the caller's feelings.
C) tell the caller that you will not be talked to like that and hang up.
D) insist that the physician take the call.
E) demand that the patient stop shouting immediately.