Phone Call

This quiz helps us know that you have watched the training video and understand the concepts presented.

Name*
First Last
Email*
1. When answering the phone,*
- A. it is best to show empathy with the caller by reflecting her own emotions back to her.
- B. it is best to maintain a calm tone of voice no matter how upset or emotional the caller is.
- C. it makes no difference how you sound because the caller is only concerned about herself.
2. Using a phrase such as, “We need to help you . . .”*
- A. is intimidating and communicates that we want to take control over the caller's decisions.
- B. is not helpful because it makes us sound needy and desperate.
- C. is good because it is empowering for the caller.
3. If the caller seems to think Thrive can provide them with an abortion, *
- A. it's best to let them think that so they will not lose interest and hang up.
- B. it's best to tell them that Thrive does not perform abortions, regardless of how you think the caller may react to this.
- C. there is no set way to respond, as it can vary from one call to the next.
4. List 3 items of information that should be entered when making the appointment on the computer:*

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