When dealing with a patient who is nervous, upset, or angry, ________.
A. demand that the patient stop shouting immediately.
B. tell the caller that you will not be talked to like that and hang up.
C. tell the patient that you will not continue the conversation until the patient settles down.
D. show empathy and an understanding of the caller's feelings.
E. insist that the physician take the call.
Answer: D
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