When communicating with a patient who is angry about their appointment starting later than scheduled, it may be effective to try all of the following except ____.
____
speak in a low tone of voice
provide a private place to talk, if possible
explain the facts of the situation so they understand
listen and reflect back your understanding of their concern
Be alert for words like not, except and other negative word forms in questions. These words change the purpose of your search for the correct answer.
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