Vocab

Question 1

Communication

Answer 1

Highly complicated inter-personal process of people relating through conversation, gestures, appearance, behavior, writing and at times silence

Question 2

Customer

Answer 2

Someone who buys goods or services from a business

Question 3

Client

Answer 3

A service requiring some degree of confidentiality

Question 4

Active listening

Answer 4

Listening carefully to what they are saying

Question 5

Contact point

Answer 5

Physical location to which a customer goes to obtain a service

Question 6

Attitude

Answer 6

The tendency to move towards a situation or away from it

Question 7

Skill

Answer 7

Ability to do something well as a result of talent training or practice

Question 8

Verbal

Answer 8

Speaking in a good tone, volume and intensity

Question 9

Nonverbal

Answer 9

Facial expression, physical proximity, gestures and voice tone are included

Question 10

Acceptance

Answer 10

The patient has found peace with the diagnosis or prognosis

Question 11

Anger

Answer 11

Looks for a cause or fixed blame

Question 12

Bargaining

Answer 12

Wish for extension of life or later relief of pain

Question 13

Bereavement

Answer 13

State of having suffered a loss by death

Question 14

Coping

Answer 14

Adjusting to or solving challenges

Question 15

Denial

Answer 15

The person cannot believe the diagnosis or prognosis

Question 16

Depression

Answer 16

Sense of great loss of the impending loss of being

Question 17

Empathy

Answer 17

The ability to imagine oneself in another’s place and understand the other’s feelings, desires, ideas and actions

Question 18

Grief

Answer 18

The emotional feeling of pain and distress that a person experiences as a reaction to loss

Question 19

Hospice

Answer 19

Philosophy of care for the dying

Question 20

Morgue

Answer 20

A place where dead bodies go

Question 21

Mourning

Answer 21

Outward, social expressions of grief

Question 22

Mortality

Answer 22

Number of deaths in a given time or place

Question 23

Palliation

Answer 23

Relief of symptoms when cure is no longer possible

Question 24

Postmortem

Answer 24

After death

Question 25

Sympathy

Answer 25

A relationship between a persons or things wherein whatever affects one can affect the other

Question 26

Terminal illness

Answer 26

Death is the endgame

Question 27

Rigor Mortis

Answer 27

Stiffness or rigidity of the skeletal muscles