Why is it important for healthcare workers to understand the 5 stages? Pick 2 of the 5 stages and discuss what types of behaviors would be associated that that particular stage and how should the healthcare worker respond.

For example, Anger: The patient might yell at the receptionist because their appointment is running behind. Response: The receptionist, understanding that time is important to this patient and that they are angry, will assure the patient that they are doing everything to get them in as soon as possible. It is vital that the receptionist stays calm and does not take the angry outburst from the patient personally.

10 sentences only

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